ComplaintsforHot Box Cookies

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/6/23 at 2:53 PM I made an online order for delivery on hotboxcookies.com, which was to be fulfilled by the **** ***** ** ****, St Charles, MO 63303 store location. The order total was $26.43. Order Number: *****. I received a phone call after submitting my order from the merchant stating they would not have a driver available to make the delivery until 7 PM that night and gave me the option to cancel if it's too late to wait. I opted to cancel and was told by the merchant that my transaction would be cancelled and my money refunded back to my credit card. I've called on three different occasions within the last 12 days of receiving no refund to follow up on the delay. The merchant said each time that they had put in a new system and it was having issues refunding money. In my last phone call on 12/18/23, the owner said they would follow up with the vendor and call me back. She said if they can't get the system to work, they'll have to find another way to refund the money. She had asked if I would like to have the order delivered that day instead of the refund and I declined because the order is no longer needed as that was nearly two weeks ago. She then said if the refund doesn't work she could try to ***** it to me. I don't use *****. It's been over 24 hours and no call back. I have submitted the charge to my credit card company to dispute as well. All I want is my money back for a canceled order I never received.

  Customer response

  12/29/2023

  I have been working with my credit card company to dispute the charges for Complaint #********. The credit card company has credited the amount back to my account and continues to pursue the dispute. Please close out this complaint.

  
  

  
  

  Thank you,

  
  

  ******** ********
  

• Initial Complaint

  04/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #******* I ordered 18 cookies online at 12:30 from the Hot Box Cookie Clayton location on Wednesday, April 6, 2022. I was give an estimated delivery time of 1:30. By 3, they had yet to be delivered or even, according to the tracking oage, began to be prepared. All my calls attempting to reach the location were ignored or disconnected without being answered. I finally spoke to a person who claimed to be the new manager on the phone at 3:30-ish who said the cookies were out for delivery and should arrive shortly. I should note that HE told ME that he was shocked that this order had been ignored for so long that day, and that it should not have happened. The order was marked as delivered at 4, but the department it was to arrive to never got it. This is a library (something i made very clear when i placed my order), so I called the circulation desk to see if the had gotten it by accident, but they also had no knowledge of this delivery. And after a half hour of calling around to the other department the cookies could still not be located. I went up to the Clayton hot box location to figure out what was going on. There i spoke to a taller female African American employee who told me that, despite what the tracker said, my order was never even made. I also spoke to a young man with long brown hair (I believe this is the person I spoke to on the phone), so again expressed that he felt this location did not operate well. He attempted to refund me there, but after trying on two computer he gave the number to a director (**********). I have called three and leaving voicemails but have yet to hear back. My card has been charged for a delivery that never happened and I would like my money back.

  Business response

  05/10/2022

  We sent the refund back to the payment method. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩