ComplaintsforCheryl's

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on 06/11 from Cheryl's. I paid an upcharge for a specific delivery date. That date (06/14) came and went and the order never arrived to the recipient. I contacted Cheryl's on 06/15 and they said just because I paid the upcharge to pick a date, it did not guarantee delivery on that date because I didn't also pay for overnight delivery (it doesn't state this anywhere on their website). The chat rep said the order would arrive on 06/17. Today is 06/18 and the recipient still did not receive the item (it has been sitting at the same location per the tracking since 06/14). At this point I just want my money back so I can go to another company and order something else for this person whose birthday was 06/14. I also want Cheryl's to be held accountable for up charging their customers to pick a delivery date, and then list that date (per my attached document) as the delivery date and then state that the date is not guaranteed unless you pay another additional charge for overnight delivery. As a business how do they get away with this deception? I am disappointed that each experience with Cheryl's gets worse and worse and unfortunately I am done giving them another chance. I just want a refund to be able to go on my way and utilize another business that values the customer experience.

  Business response

  06/19/2024

  Dear ********,
  

  
  Thank you for contacting us. We are very sorry for the delivery issues regarding your order. We have issued a refund for the shipping per your request. Please allow up to 10 business days for the refund to post with your financial institution. 
  
  Once again, we apologize for the inconvenience you have experienced with us. 
  
  Sincerely,
  
  Katherine R. 
  Executive Services, Enterprise Customer Care
  *****************

  Customer response

  06/20/2024

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. They refunded the shipping and I was able to purchase another gift from a different consumer last night. As of this afternoon, the item from Cheryl's has still not been delivered per the tracking.  I did decline having another resent when I was contacted by the business because I bought the item only for the cookie jar and didn't want a duplicate jar sent (plus I have major concerns with how long it would take seeing how long the first item is taking). 
  
  Regards,
  
  ******** *****

• Initial Complaint

  05/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered from this company in December 2023. Since then they have sent me daily solicitations, sometimes 2 a day via email since. I have emailed them 5 times and asked them to remove my email address from their list as it has become a harassment. They have emailed back 3 times and said they would. I got a response just 3 days ago from a ****** A. at ***************@cheryls,com after yet another request. I have gotten 5 more emails solicitations since then. Would you please contact them and ask them to PLEASE stop sending them?

  Business response

  05/09/2024

  I have contacted our Email Operations department and the customer has been removed from all email distributions.  She may receive a couple more while the change cycles through the system but the email has been removed.  The customer also has the option at the bottom of any sales advertisement from our company to unsubscribe to receiving emails.  It is unclear what the request for refund is about as customer has not made any purchase since 2023.  If this customer has any further concerns she can reach out to us at ###-###-####. Thank you,

  Cheryl's Customer Service Manager

• Initial Complaint

  03/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 3/16/2024 I ordered an Easter basket to be delivered to the ***** Hotel in New Orleans LA on 3/30/2024 for my grandson so his parents could have it in the room when my grandson woke up Easter morning. I also included a card from the Easter bunny. I checked on delivery status because as of 7pm it had not been delivered. I was told my delivery date was April 1, 2024. I paid $44 to have it delivered on 3/30. Company made no effort to make it tight, just kept saying my delivery date was 4/1. I was looking right st my order with a 3/30 delivery date but they basically told me sorry but too bad. Meanwhile an 8 year old will wake up Easter morning to nothing. I am heartbroken for him and beyond angry at the dysfunctional company I trusted with my order. As of this writing I have not received a refund.

  Business response

  04/02/2024

  *******, 

  We are so very sorry this item was not delivered on time for Easter for your grandson.  It appears our system was having an issue with the delivery address and it doesn't go through that final check until it ships.  It was then cancelled after the final conversation with you on 4/1.  The full refund for $99.08 has been processed.  I just checked this morning and according to our records you should be able to see the refund.  Again, we are so very sorry for you experience.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  04/06/2024

  Although I do not believe the explanation provided (the shipping address was to an established national chain hotel which comes up on all mapquest and GPS directional software), and they did not keep their end of the business transaction, nor made any attempt to notify me, refusing to try and get the basket to my grandson on Easter, yet the hotel and another vendor went out of their way to try and get something to my grandson when they had no responsibility to do so).  That, to me, speaks volumes about the lack of integrity of Cheryl's.  So not without reservation, I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  03/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 17, 2023, it said that my Celebration Passport membership expired so I renewed but it normally renews every year so as I dug into my purchase history (**********) I saw that I did in fact should have had an active membership but my profile said it was not active and should have been so till May 2024. I spoke with the Chat services to look into but it was never resolved. I asked that I be refunded as I shouldn’t be charged twice for a membership. It was not resolved and I even called for it still not to be resolved. As there is no resolution which is just a refund of $21.19 this complaint should be a warning to customers to just double check their membership in the event that the company deactivates it as they did with mine. I believe they tried to call me after I filled out the survey but my experience with the customer service when I initially called was atrocious I wasn’t sure if it was fruitful to call back for no resolution. Poor connection led to poor communication. The charge still remains on my card. The correct resolution should be as follow: Refund $21.19 for duplicate membership and continue my already paid membership from purchase **********. Which should end in May 2024.

  Business response

  03/04/2024

  We apologize for the misunderstanding on your Passport membership and a refund for $21.19 has been initiated.  You should see the credit in 7-10 business days.  Please let us know if there is anything further we can do to assist you by contacting us at ###-###-#### which is our Passport Department.

  Sincerely,

  Customer Experience Manager 

  Customer response

  03/08/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order *************** For thirteen consecutive days, this order has shown “delivery today,” but hasn’t moved within the UPS/USPS tracking system since Jan 26. I have contacted Cheryl’s five times requesting they reship the order and they refuse. They keep asking to allow additional time since it says “delivery today.” I’ve told them it’s said that for 13 straight days, but they refuse to assist. I hate filing a BBB claim, but after five separate attempts at asking the business for help, they refuse. This seems to be the only way to correct any issues that arise with this company.

  Business response

  02/08/2024

  We are very sorry the original gift has not been delivered and appears to be lost in transit.  We are sending a replacement gift that is more than 4 times the value of the original item and it should arrive on the 9th of February.  Our apologies for a replacement sampler not being offered sooner in this process.

  Sincerely,

  Cheryl's Customer Service Manager

• Initial Complaint

  01/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  1-24-24 This is my very first time ordering from your site. I wanted to order a cake in a special container that played happy birthday for my boyfriend who lives out of state. I ordered the cake and arranged for it to be sent on his birthday. When the cake didn't arrive on his birthday, I went to your site to find out why. Apparently, it was listed as arriving a month later which was not correct. I then called and talked to an agent. He told me that they could reorder it and it would arrive in 2 days. When the cake again didn't arrive, I called yet again. This agent then told me that it would arrive in 3 days. But again, the cake didn't arrive. I went through this same pattern with being told time and time again that the cake would ship, but it didn't happen. I called every day for a week. Finally, two weeks later cupcakes arrived with no container that played happy birthday. The main reasons that I bought this for him: 1) I wanted a cake to arrive on his birthday. It didn't, but arrived two weeks late. 2) I really wanted the container that would play happy birthday for him. I thought even though I wasn't there with him, that box that played music would make it special. That didn't happen either and he then received nothing from me for his birthday. I am extremely unhappy and won't use your company again.

  Business response

  01/25/2024

  When ordering the gift the original date selected by the customer was 2/19/24.  The gift was purchased on 1/18/24.  When we were contacted the agent changed the delivery date to 1/24/24 but according to the chat did tell the customer delivery would be on 1/23 and customer said that was fine.  It appears that we were out of stock of the birthday cake so an automatic substitution of cupcakes was done at that time.  We try to find a product that is as close as possible to the original product but understand this did not meet the customer's expectations.  The cupcakes according to Fed Ex tracking were delivered on 1/24.  Our agent did offer to send a replacement, however the cake will not be available to ship until 2/12 so the customer refused.  A full refund for $56.69 has been initiated and the customer should see the credit in 5-7 business days.  We are very sorry this experience fell short of the customer's expectations and we sincerely apologize.

  Cheryl's Customer Service Manager

  Customer response

  01/26/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I got an email for Cheryl's Cookies on 12/17/2023 and it offered a chance to receive an order by Christmas. I clicked on the button to the offer and started an order. Things got confusing from there. I was sending a small order to my mother who resides in a memory care unit in an assisted living facility. Filling out the order there was nowhere I could click to separate my mother's address from mine as I was the one paying for the order not her. I had bought the cookies as her Christmas present. I immediately needed help, so I used the chat on my screen. The first person or AI I was talking to couldn't help me. Several minutes later another chat person came on to help. They were absolutely no help at all. I tried to cancel the order several minutes after I did the order. I was told by the second person it was too late to cancel. It had been less than 20 minutes from the initial order. I decide to let the order to through and then try to cancel it. But I needed a gift for my mom. She loves her sweets. I did not cancel. I never ever got a receipt. When it went through even though I clicked on the link to get it by Christmas as promised it will now come by the 28th of December. Very disappointing. I feel like it is a lot of false advertising and some kind of partnership with FedEx that does not benefit the consumer at all unless they pay into it. The website is very deceiving and dishonest.

  Business response

  12/28/2023

  We sent 3 emails to customers on 12/17 at 9am, 3pm, & 6pm.  All 3 only advertised Free Shipping with the use of promotion code FRSHIP and some other sale items.  No where in the ads did it mention gifts would be received before Christmas.  The customer used the promotion code FRSHIP on her order.  Our website walks you through inputing the gift, recipient address, requested delivery date, gift message, the purchaser information (billing address and payment information), etc.  I'm sorry if the customer found this confusing.  I looked at the chat conversation and did not see a request for help but a demand for the order to be canceled.  The order was already in process so it was too late to be canceled and the agent could not take action on it.  The delivery date range in our system shows that the gift arrives between 12/22 - 12/28.  The gift was delivered on 12/26.  While we feel our advertising stated exactly what was promised and the customer was able to take advantange of the free shipping we will be refunding the customer's order.  A refund for $43.04 has been initiated and the customer will receive credit in 5-10 business days.

  Cheryl's Customer Service Manager

  Customer response

  12/30/2023

  I accept the business's response to resolve this complaint. However, I did find their response not to be customer friendly. I did try to get help. Waited for the second chat person for a long time. There was an option to receive before Christmas that was there. I showed it to my husband at the time. I do appreciate that they refunded the purchase. 
  

• Initial Complaint

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed a large corporate order for cookies from Cheryl's. I paid extra to have them delivered on a specific day so I would have a 2 day window to package the cookies to make them ready for the event. The cookies arrived 2 days early- mind you, these cookies say they are good for 2-3 days fresh, OR they can be frozen. That is unless you don't have the freezer space for an order that size. I contacted customer service and first spoke to "***" who said, "sorry, you want a $20 credit?" I asked to receive the full cost of my shipping initially, as I get that mistakes can happen and cookies can't be that bad after an extra 2 days, however after the treatment I received from "***" I asked to speak to a supervisor and for a full refund. "***" then had an epiphany that they could in fact offer my full shipping cost as a refund. I said no and then got "******" who informed me that there was nothing they could do as my order was an "excessive" one. (Ya think? I am the one that paid for it!) After an hour of back and forth I essentially ended it and plan to report them to the BBB and see if my bank will reverse the charges. No cookie is good enough to put up with that, and the company is big enough to have better customer service solutions. They are just thieves. If you send me unusable product, then you refund it or replace the product. There is no additional choice.

  Business response

  12/11/2023

  We apologize that the customer's order of one box of 200 count holiday cookies arrived two days early.  We recommend consuming our cookies 3-5 days within receipt or if not consuming then they can be frozen up to 6 months. Our agent should have followed our established guidelines from the beginning for an early delivery and offered a full shipping refund.  The cookies while 2 days early would have been fine for the customer's event 4 days later, however the cutomer wanted a full refund so it was given.  A full credit for $250.76 was issued to the customer and posted on 12/11.  

  Sincerely,

  Cheryl's Customer Service

  Customer response

  12/12/2023

  I accept the business's response to resolve this complaint.  They did refund the money,  but only after I had to file a complaint with the BBB, and their customer service was still very rude.  

• Initial Complaint

  12/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Three years in a row I have been charged for a passport that’s supposed give free shipping. I only authorized this once and have had charges to my credit card every year since. I have had to dispute the charges with my credit card company because Cheryl’s cookies refused to cancel it. This has been a nightmare.

  Business response

  12/19/2023

  We are very sorry this has caused our customer some difficulty and we have made sure the Passport membership is canceled and will not renew again.  The renewal for Dec. 2023 was canceled before it was ever charged so there is no refund due for that transaction.  The authorization occurred on 12/9 and the authorization reversal occurred on 12/12; both for $32.50.  We refunded the charge from Dec. 2022 and that refund was processed on Dec. 19th; also for $32.50.  The customer should see the credit in 5-7 business days.  We are very sorry for the inconvenience this customer was caused.  If anything else is needed we ask that they contact us at ###-###-####.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  12/21/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date if transaction 3/7/23 I ordered from Cheryl's cookies today thinking the order would be sent out in a timely fashion, Not once when I ordered did the website indicate just how long it would take to be delivered (over a week) until I hit place the order then discovered how long it would take. The website is deceiving and dishonest to consumers. It's a shame. I contacted them and was told I could choose another way to have it sent both of which were not options when I checked out. So dishonest to consumers. When the lady looked into changing my way of sending it she said I was not able to although our discussion was less than a half hour later after the item was ordered. I'd like the item ordered delivered in a few days not over a week No one should be mailing perishables that would take a week long to get there. Order number #***************

  Business response

  03/08/2023

  Called customer and explained we do offer option to change delivery date at checkout.  Offered to change delivery date of order to Monday, March 13th and customer was agreeable to that solution.  Delivery date has been updated on order.  If customer has any further concerns they have my phone number.

  Sincerely,

  Cheryl's Customer Service Manager

*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. ↩