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Business Profile

Children's Clothing Stores

Cookie's Kids

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Children's Clothing Stores.

Complaints

This profile includes complaints for Cookie's Kids's headquarters and its corporate-owned locations. To view all corporate locations, see

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Cookie's Kids has 6 locations, listed below.

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    Customer Complaints Summary

    • 19 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received email that my order was shipped 3/5/2025 but it never arrived. I sent several emails and called requesting my order be reshipped express due to not receiving the items. I was told I would have to wait 8-10 business days for shipping investigation . Than once completed I was informed 3 of the items were not available. I requested available items be shipped express but was told no which is unacceptable due to me already waiting 2 weeks for the items. ******** customer service

      Business Response

      Date: 03/24/2025

      **** ****** reached out to us on March 11 to inform us that her package had not been delivered. We searched our warehouse to confirm that the package was, in fact, handed off to our shipping carrier and then opened an investigation with the carrier as to why the package had not begun transit. **** ****** was advised that this investigation would take 8-10 business days to be completed and, if found, would be delivered to her. Unfortunately, the package could not be found by the carrier and a full refund was issued to the original method of payment on March 21. 

      Customer Answer

      Date: 03/24/2025

      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 requested express shipping due to waiting two weeks for a package that never came and was informed a supervisor was not available nor could I be offered express shipping or file a complaint regarding my horrible experience 

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 04/25/2025

      The voicemail was left at the phone number associated with the account when the order was placed. We sincerely apologize for any confusion we may have caused. 

      Customer Answer

      Date: 04/30/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and hope business implement a better protocol for packages lost in transition vs requiring customer wait 10 business days for a solution. The issue is now resolved without a solution. 

      Sincerely,

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



       

    • Initial Complaint

      Date:01/20/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 5, I ordered a snowsuit for my little girl that was sold and shipped by this company. After a lengthy wait, it finally arrivedbut damaged. The jacket had multiple tiny holes along the bottom front possibly from being stapled or repeated plastic tag placement. This was so disappointing as my daughter loved the suit, it fit her great, and was here just on time for our *******, instead of the hassle of doing a return and again waiting (in hopes that the next one would arrive in perfect condition and with no delays), I asked for either a refund, compensation, or expedited replacement. They refused ALL of these options, and kept insisting on a traditional return only.Upon researching and reading other past customer reviews, I found that this company has a long-standing history of terrible customer service that it continues to get away with it. Therefore, I thought it worthwhile to fill out a claim.I am requesting a full refund for not only the damaged item, but for the inconvenience and time spent trying to remedy this issue.

      Business Response

      Date: 01/31/2025

      We regret to say that because this order was placed through ******* and not on our website directly, we do not have the ability to provide the same return options that we would had the order been placed through us directly. As per our contract with *******, we are only able to issue a refund for any items returned to us. Exchanges and replacements are not possible. We sincerely apologize for any inconvenience this may cause. 

      Customer Answer

      Date: 02/19/2025

      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:

       
      Hello. Cookies Kids did not resolve my complaint. They couldve easily offered a credit or refund but refused. Again, I am not satisfied with their response, and hope that something more can be done.
      Thank you, 
      ******

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 02/20/2025

      A prepaid return label and return authorization number for a full refund was provided to **** ****** on January 15. To date, the return label has not been used and the returned item has not been received. As such, no refund can be issued at this time. Once we receive and process the returned package, we will be more than happy to issue a full refund. 

    • Initial Complaint

      Date:10/10/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/9/2024 I made a purchase at Cookies Department Store locared at ***********************, register 15 at 9:42am. Upon reviewing my receipt I realized I gave the cashier 2 skirts instead of 1. I asked to return it when I was told the store does not do refunds only store credit. I was made to get another item which is why you see the the second receipt time stamped 9:46am. This policy is egregious. I hadn't even left the store and they were unwilling to give me a refund of $9.99 when it was a mistake. One of the skirts was meant to go back.

    • Initial Complaint

      Date:09/04/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 8/30/2024 I went into Cookies Department store located ************************************** looking for a full refund on a purchase they no longer had in stock. I was refused a refund & forced to accept store credit. The store manager was being very rude and sarcastic towards me, I did not appreciate the way I was handled. The paper receipt says no refunds but online it says We have a 365-day return policy. Returns can be for refund, exchange, or store credit. The items must be unworn, unwashed, and with original tags attached. I feel robbed of my own money & that doesnt set well with me. Customers should be entitled to their money back especially with receipt & original packaging. I should not have to go through a hassle explaining myself just to return anything, the way I was treated makes me not want to shop at this department store anymore, i feel robbed because I do not plan on going back after this experience & now I am stuck with a store credit! Its not fair for anyone to be treated as such especially being a loyal customer for years. I need a better understanding as to why refunds arent accepted & only given store credit?!

    • Initial Complaint

      Date:07/24/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with the company and I paid for 3 day shipping and the cost is ***** for shipping. The company keeps telling me to take it up with the shipping company. I deserve my shipping costs back from the company not the shipping company. I feel it's the company's problem. Cookies Kids problem

      Business Response

      Date: 08/05/2024

      This order was placed on July 18 at 5:12pm EST, which is after our same-day processing cut-off time and was subsequently shipped the following day. **************** selected our 3-business day shipping option, which would mean a July 24th delivery date for a July 19 shipment. **************** reached out to us on July 23 to inform us that he had not received the delivery as of yet. We explained the estimated delivery date and advised that we cannot issue a refund until there is a delivery scan after the estimated delivery date. 

      This package ended up delivering July 25, which is after the promised date, and a refund was issued for the customer's shipping fees in the amount of $21.95 on July 26. 

    • Initial Complaint

      Date:05/06/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      May 2, 2024 I went into Cookies intending to utilize two gift cards ($25 each) I was issued by ***************** (my daughter was premature and the **** unit issues gift certificates when the babies are sent home). The lady that discharged me gave me two. I shop around for a few things then proceeded to check-out. Being unsure of the total I hand over both of the gift cards, the cashier is standing there saying nothing to me, she calls over a woman who takes the second gift card and begins to walk away. I ask her what's going on and she explains that I'm not allowed to have two unless I have twins (information she would not be privy to without me having my daughter with me that day). I explained to her that I did not know that information and the hospital gave me two, why would I be penalized for information I am unaware if. She told me I could not have the gift card back and I could speak to the manager if I would like to. The manager explained the same thing said I would not be able to utilize the second gift card. Out of frustration I no longer want the extra items, I decide to just purchase a 3 pack pair of pants. After explaining that I no longer wanted the other items, just the pants the cashier gets the same lady to explain that I cannot split up the gift card and must spend all $25 at one time. No one hands me back the gift card, instead she says that I can shop for more stuff she'll wait. I was no longer interested in shopping there and leave.

    • Initial Complaint

      Date:10/26/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:01/05/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:12/14/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:12/08/2022

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 Answer

      Date: 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,

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



       

    Cookie's Kids is NOT a BBB Accredited Business.

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