ComplaintsforCookie's Kids

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 dresses on 8/23/23, Order #*******. I paid ***** including ***** for expedited shipping. Today is 10/25/23 and I still have not received my order. The tracking number, **********************, still says preparing for delivery. I contacted Cookies Kids customer service and they advised that I wait 10 more business days even though I spent extra for shipping. After 10 business days they said they would file a claim with ***** but I wouldnt get refunded until **** approved the claim. They emailed me saying the claim was denied, but after giving me the run around twice, I spoke with **** and they said Cookies Kids sent my package **********, which wasnt the shipping I paid for. They also said that a claim had not been filed, neither did anyone call about the package. I want a full refund for the items I did not receive.

  Business response

  11/09/2023

  We completely understand ******************************* frustrations and we are doing everything we can to advocate on her behalf. A claim was opened with **** on September 12, which was denied. We appealed the result and received a further denial. We have since been trying to file a second appeal, but have been unsuccessful. As such, ******************************* refund will be issued in full by the end of the day. 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order and I never received the order because it was delivered on a Sunday when the business is closed. I call customer service for help and all they said is that it shows it was delivered and there's nothing they can do about it. That is a total scam! Packages get lost and I just wanted a replacement not my money back. I was robbed by this company for $119.96. I will NEVER order from this place again. They are thieves!

  Business response

  01/18/2023

  As per our posted policy, which can be found on our ************* page and FAQ page, we are not responsible for packages lost by places of business after a successful delivery scan by the carrier. A screenshot of this portion of our website has been attached. Unfortunately, we are unable to assist with this lost package and did advise *************** to reach out to the place of business directly for assistance and compensation. 

• Initial Complaint

  12/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase from cookies on 12-08-22 My purchase Was over $100. When my Package came they were missing items. I contacted cookies they told me I would have to send Back items that I already paid for in Order for them to send The rest of my items which makes no sense to me. This is not the 1st time this has happened and cookies does not want to make it right. I feel like they Steal for me every time I order from them

  Business response

  12/27/2022

  On December 8, this customer ordered the ******* **** Boys' 2-Pack Fleece Joggers, among other items. Unfortunately, only one pair of joggers was in the pack. Because we cannot ship components, we advised the customer that the incomplete set would have to be returned in order for us to send a replacement set out. We went ahead and provided RMA #****** with a prepaid return label ***** tracking #**********************) at no cost for the return, which has not been used as of yet. Once the incomplete set is returned to us, we would be more than happy to ship a full set, if still available. 

• Initial Complaint

  12/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 11/16/22 I ordered my children something off their site as my kids Thanksgiving outfits and even paid extra for fast shipping. I paid a total of $94.01. My order said delivered on 11/19/2022 and when I checked outside for it it wasn't there. I checked with the neighbors surrounding my area but no one has seen it. So I texted Cookieskids that same day letting them know my order is not here even after checking around and asking the neighbors! Someone named ****** texted back immediately and stated he'll let the team know, that he usually hear back from them 1-2 business days. On 11/20/22 I messaged him again asking for any updates and he responded "not yet". On 11/21/22 he then messaged me and stated they will begin the investigation with the carrier and to wait until the investigation is over to receive my refund. On 11/27/2022 I messaged again asking for an update because I haven't heard anything since 11/21/2022 and he responded he's still waiting for the team to update him. I then messaged him AGAIN on 11/29/2022 asking for an update because it was going on two weeks with no updates and that I spent almost $100 and didn't have anything to show for it. He then responded and asked for my information again and even sent me black Friday deals like I asked for them. So I chatted on the site instead of text message and the lady stated that my investigation wasn't started until 11/21/2022 and takes **** business days for the investigation, even though I opened the investigation on 11/19/22. I let it slide but then I received a text stating that he heard back from the team and they stated my investigation was started on 11/23/22 and that they're waiting on a disposition from the carrier. On 12/01/2022 I filed a complaint on the site and someone named *** responded saying that she see the complaint was filed on 11/21/2022 and that they're still waiting to hear from the carrier. On 12/07/2022 *** responded again via email stating that my investigation was opened on 12/01/2022! So here we are almost 3 weeks later and I've been giving 3 dates of when my investigation was opened and they are still giving me excuses as to why I haven't received my refund. THIS SITE NEEDS TO BE SHUT DOWN ASAP because its just all a scam and there are too many complaints for this site to be still up!! I just need my refund and I'm never shopping here again and I wouldn't recommend this site to anyone!

  Customer response

  12/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **********************
  
  
  
   
  
  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/16/22, I bought 2 white cable tights for my daughter, only to find out that the one she tried on was too small. Adhering to 14 day policy, I went into the store on Monday 11/21/22 to exchange it for something else, when I was stopped by the baggage attendant in front of the store. He asked me what was in the store bag (the bag I was given with my initial purchase), & upon showing him, along with the receipt, he told me that he couldnt issue a request for exchange receipt on the one that was opened. I then asked to see the manager as this wasnt stated on the receipt. ********************* (the manager who finally came), was very cocky when I asked for his name, but nevertheless wrote his name on the back of the receipt. Id very much like to be able to do the exchange as no where on the receipt or in the area where the item is located stated that there would be no exchange on opened packages . Its not that the item was even worn.

  Business response

  11/23/2022

  We would be more than happy to accommodate ************* with this return. Please advise our customer to come into the same ********************** location and ask for *****, the store manager. He will certainly assist with this return. 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order item on 8/6/22. I paid $30.95 for next day shipping. I have not received the item. I do not need the item anymore. I have emailed, called, and live chatted. They told me they could issue a claim which takes an additional 7 to 10 days. They also said that if the package gets delivered then I would be responsible for paying for the shipping label to send it back.

  Business response

  08/30/2022

  This order was placed on August 6 and shipped on August 8. ******************* reached out to us on August 16 and the package had not been received, so an investigation was started with the carrier. We did refund ******************* on August 19, as the investigation did confirm that the package was lost while in transit. 

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i ordered items from the cookies website on 04/14/22 and received them on 04/21. I contacted customer service stating 3 of the items are very small. I ordered 4t but are smaller than 3t. i requested a refund but customer service refused to provide a label and insisted i pay $7.00 for a label or purchase my own label. I said why should I pay to return for defective items ? she said they are not responsible if the sizes are smaller than stated since they purchase it from a third party. I did not buy it from a 3rd party and cookies is responsible to sell items matching the description including the size. it did not say anywhere the sizes run small. I want a refund with a prepaid return shipping label for the 3 items.

  Business response

  05/06/2022

  Upon receiving word from this customer that they were not satisfied with their items, we did explain that sizing issues of this nature are not defects. Different brands and styles of children's clothing do tend to run a bit differently, some smaller or larger than others, just as with adult clothing. We advised this customer, as per our posted policy, that requesting a return label with a return for a refund or exchange would result in a $7 fee for that label; however, we also advised that the label would be free if the customer opted to return for a ********************** credit. We also advised the customer that they could go to one of our local store locations to exchange for the appropriate size, as well as provided the address information for our two nearest locations--one five miles away from the customer's location and the other nine miles away. This customer refused both options and decided not to return their merchandise. 

  Customer response

  05/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I purchased the items from cookies.com. I should not have to visit your store or receive a store credit. The seller which is cookies.com is responsible to making sure the item, I ordered matches the description. It does not say anywhere on any of the items to order a size or 2 bigger because this style runs small. It doesnt have any measurements of the items where the consumer can see before purchasing if the size of the item runs small or large. This was an online order, how can I see what it actually looks like until I receive it. If i order a 4t , I will expect a 4t size , not something 2 sizes smaller. For example if i order a large size shirt it has to be an actual large size. You cannot just ship and expect your consumer to eat the receive the bad product which you sold and expect to return the item with a return shipping fee. Bases on your supposes policy, it looks like you do this alot and deceit your customers. The item is no use to customer, it doesnt match the description, sizing is wrong. I bought it from cookies. con, not from xyz. Therefore you are responsible for the items you sell. [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *
  
  
  
   
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an order on January 21st for some items I needed for my newborn. I received my package on January 27th opened and wrapped in saran wrap. There were 4 things missing which totaled 18 items. I called and was advised to go online and submit a claim and jnclude pictures of the package which I did. I was also told to keep all items and original packaging together so that if it was needed to be picked up and anything was missing the claim would automatically be denied. So in essence the items I did receive I couldn't use yet just in case it would have be picked up. They advised a time frame between 7 to 10 days. After several follow up emails I kept being told that I had to wait as they had not received word from the carrier yet. I explained to them that I did not want a refund but just the missing items resent as I was fully charged for everything and that I should not be held accountable for the carrier's misuse of the package. I was again told I had to wait it out. ********************************************************************** that the carrier denied the claim and they could reopen a new claim. I called and was advised that a new claim can be opened but if the carrier denies the claim 3 times they can no longer put in claims on my behalf and I would have to take it up with the carrier directly. In other words if the post office says 3 times no the claim is denied Cookies gets my money and does nothing for me with all of the items still missing. It is now close to a month I have been dealing with this. Lost my money with cookies, I didn't receive the items I needed and have to go out and re buy everything again. I will never order from them again and advise that no else does either. This company is a fraud and God only knows if they sent the package out to me missing the items in the first place.

  Business response

  03/07/2022

  Before we issue a response, we would just like to confirm the purchaser of this order, as the order information provided does not match the name or email address listed here as the purchaser. We do want to ensure that our response is accurate so that *********************** does not experience any additional frustration or inconvenience. Thank you for your understanding.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on june 10th in the amount of ******. When the order was scheduled to be delivered i wasn't home and ***** stated the package was delivered at front door. I get home theres no package i ask my neighbors nobody saw it. I reached out to cookies on june 14th letting them no package said it was delivered and I havent received it. The representative said they will open a claim allow **** business days. On june 22nd I received an email stating a claim was opened with ***** look out for a call from the carrier and allow **** business days. I never received a call. On july 7th I reached out to cookies again I got this response : We do see that this investigation was opened on 6/16/21. we are still waiting for a disposition from the carrier. Once we receive a disposition from the carrier, we will reach out to you via email. I reached out again on july 20th same response. On jul the case was re opened. August 17th i reached out again case under review still. Its over 2months.

  Business response

  11/09/2021

  When we received word that ****************************** did not receive her package, a request was opened with our claims department to begin an investigation. The investigation with ***** was originally started on June 16. ***** SmartPost investigations *********** weeks to be completed by the carrier. When **** ************************* reached back out to us in August, we informed her that the claim was denied and appealed the decision at Miss ***************************** insistence that she had not received the package. At the end of September, the claim was denied a second time. We began a third appeal upon receiving that disposition and the claim was granted earlier this week. A full refund has been issued to **** ***************************** original form of payment. 

  Customer response

  11/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **************************************
  
  
  
   There was no communication that a third appeal was filed, but nevertheless I received an email November 9th stating I will be refunded. When I receive it Ill be extremely happy because I work hard as a frontline healthcare worker for my money for it to just go down the drain. Thank you for all your help BBB
  
  

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with CookiesKids online on 09/12/21. My order was delivered by ***** on Wednesday 09/22/21. My Discover card was charged for $174.58 on 09/13/21. Within an hour of me receiving my order I opened it and noticed that a pair of shoes and a turtleneck was missing and the pair of shoes I did receive were the wrong size. I called their customer service number and couldn't get through so I used their chat. I was told to take pictures of what I received and email them to customer service. I was told that they wouldn't give me return postage on the incorrect item until they conducted an investigation. I called the next day to see what was going on and I was told to take pictures of the packaging, which I did and emailed them the pictures. Then I was told that they would have to conduct a carrier investigation which could take up to 6 weeks and that I can't use the 13 items I did receive. There was no mention of them taking back the wrong size shoes or issuing me a credit.

  Business response

  10/15/2021

  When **** ****** reached out to us, we promptly confirmed with our warehouse that all items shipped. Once we received confirmation, we began an investigation with ****** as they are responsible for any items that go missing while in transit. It is their policy that the items must remain in the same condition, with all contents as they were, as when the package was delivered. Any tampering, aside from opening the package, or items removed will result in the investigation being denied. It is also their procedure that the investigation takes 6 weeks. Unfortunately, we do not have the option to requested expedited processing. As soon as we receive a disposition from the carrier, we will be reaching out to ***************** to begin the next steps toward resolving this issue.

  Customer response

  10/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   This company is stealing from people and using ***** as a scapegoat. If you look at their reviews on their ******** page you can see that I am not the only person they have done this to. They are thieves. Their employees are missing items on the packing list, they ship the order complete, and then they blame ***** for the missing items. They claim that they open a claim with ***** which takes 6 weeks but no one ever gets a refund from Cookies Kids or  receives the missing items. Why would anyone order school clothes or supplies for their kids then wait 6 weeks for them to use them. It's complete insanity and the company should be investigated. This whole ordeal is over $34.17. Why would someone purchasing a $175 order make it up that items are missing, that's ridiculous. I have provided screenshots from their own FB page showing that they have done this to other customers. It is unacceptable business practice to blame a carrier for the mistakes of your own employees. My box was not in all damaged and they could have easily provides me a return slip for the wrong size shoes and a refund for the shoes and shirt that I didn't receive but instead they would rather waste everyone's time answering complaints and ruining their reputation.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  11/12/2021

  We completely understand ********************* frustration and concern. We have received a positive disposition from the carrier since our last update to this case and have gone ahead and refunded Miss ****** for the two missing items. 

*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. ↩