ComplaintsforCookie's Kids
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Complaint Details
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Initial Complaint
09/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My name is ******* ***** and I made an order from Cookies kids on September 10, 2021 for 10 items of clothing and only received 5 items. The 5 items were delivered on September 24, 2021. I called Cookies Customer service to inform them of the order being short 5 items and was given the run around. I ve been calling everyday and emailing. I’ve gotten no help whatsoever. It’s truly frustrating and irritating. I haven’t received a refund for the missing items nor have I received the missing items. I feel it is illegal to take money with half of the product provided. I really need help with this matter.Business response
10/15/2021
We sincerely apologize for this inconvenience. A refund for the missing items was issued, as the items could not be located during the course of the investigation.Initial Complaint
09/20/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order online. I never received my package. I was told I would have to wait a minimum of 4 weeks for some type of resolution. When I asked how can I contact the business directly, I never received a response.Business response
10/08/2021
Upon receiving **** **************'s complaint, we did begin an investigation with ****. **** investigations regularly take up to 10 business days to be completed; however, we did not receive a disposition from the carrier until yesterday evening (the 13th business day). A full refund was issued to **** ************** earlier this morning.Initial Complaint
09/16/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered clothes for my kids for school and only received half of my purchase. As soon as I opened the boys I contacted cookieskids to inform them of the missing items,I also sent pictures and told them I was missing 4 pair of jeans! They assured me that they were handling things and it’ll take 10 days to investigate and get back to me. It’s been over a month & half and I haven’t received a refund nor my kids clothes! No one had contacted me again. I ’ve canned and sent numerous emails.Business response
10/05/2021
**** ******'s order was shipped in full via ***** on July 30. Once we received her original complaint, we did do an internal investigation within our warehouse to confirm that all items were shipped. When that was confirmed, we opened the investigation with *****. ***** SmartPost investigations take 6 weeks to be completed. We did receive a disposition that the investigation was denied and have appealed the decision on **** ******'s behalf. We are currently waiting for the second investigation to be completed by *****.Initial Complaint
09/15/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered two uniform skirts totalling over $70. I received only one skirt. I notified cookies kids company and was told I needed to send pictures of the packaging and the tape on the package. Well the package was a small plastic bag. I kept invoice. The item was correct and was right size so I threw the plastic package away. Now I'm being told its nothing they can do without me producing the package. They will not ship the missing item nor refund my money.Business response
10/04/2021
We do understand **** ****s frustration and we sincerely apologize for any inconvenience experienced with this purchase. A refund was issued for the missing item on September 16 after **** *** notified us that she no longer has the packaging.Customer response
10/04/2021
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,
****** ***
Initial Complaint
09/14/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
ORDER WAS PLACED OVER A MONTH AGO AND THE COMPANY DOES NOT KNOW WHERE OUR ORDER IS AND WILL NOT REFUND MY MONEY.Business response
10/01/2021
We would be more than happy to look into this. Unfortunately, I am not able to locate an order in our system under this name or email address. May I please have the order number?Initial Complaint
09/14/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I placed my order June 10,2021 On June 14, 2021 the amount of 273.81 was posted to my acct for a purchase I made. As of July 19 fed ex mark package lost. I’ve been waiting on a refund or purchase Re shipped since. They stated they put in a request for a investigation that suppose to take two wks it’s not been two months. No updates no assistance in resolving this issue. Due to there customer care I had to spend about 350.00 or other outfits for my children trip. By the time I either get the Re ship my children won’t be able to wear the outfit.Business response
10/01/2021
An investigation was opened with ***** on July 8, as per *** ****'s complaint. ***** SmartPost investigations take six weeks to be completed. On August 20, we received word from ***** that the claim had been denied. We appealed the decision that same day and are still waiting for a response. We are doing our best to advocate on behalf of *** ****. If the package is found, it will be delivered to him. If the package is confirmed as missing, we will be happy to issue a full refund.Initial Complaint
08/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order with this company online & as you can see it appears they are offering false advertising. I was instructed to use a 20% off coupon that stated buy 1 get 1. As you can see nothing in my order was buy 1 get 1 free. Only 20% was deducted from my order. In addition the site mentioned free shipping for orders of $99, as you can see I ordered more than that. I called the company & was informed only then you can't combine coupons. I noticed the buy 1 get coupon says it can't be combined with another order. But this site was horrible. **************** wasn't much help. All I could get was apologies, & promises the complaints would be noted. I feel like I'm due a $10.00 adjustment. I'm not pleased with the site at all. Or how they are doing there customers.Business response
08/24/2021
The promotional code applied to this order (code ******) offers BOGO 20% off sitewide. BOGO stands for "Buy One, Get One". That means that you would buy one item at full price and get the second item 20% off. That would roughly translate to about 10% off of the entire order. I have gone ahead and attached screenshots of the promotional email, as well as the promotional banner on our website, showing that it does say BOGO 20% off.
I have also attached a screenshot of our ************* page, which lists our policies, and specifically highlighted the line that states only one code can be applied per order.
We regret to say that, due to the aforementioned information, we will not be able to issue any adjustments for this order.
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Customer Complaints Summary
23 total complaints in the last 3 years.
5 complaints closed in the last 12 months.