ComplaintsforCheryl's
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Complaint Details
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Initial Complaint
09/07/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Have previously requested removal from ALL mailings from Cheryl's and their related companies but continue to receive mailings. On 9/7, could not reach a CSR and the "chat" feature seemed broken. Request: Permanently remove *** ******* Dr., Anna TX, from ALL Cheryl's cookies mailings.Business response
09/08/2021
The customer's records have been updated for Cheryl's and the request has been forwarded on to other 1800flowers companies to stop all mailings. Customer may receive 1 or 2 more catalogs from Cheryl's as these are pre-printed and set to mail from our distributor. We apologize for this customer's inconvenience.
Sincerely,
Cheryl's Customer Service Manager
Initial Complaint
08/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On August 8, 2021, I contacted Cheryl’s Cookies about an order that I did not receive, and Cheryl’s Cookies sent me two emails which state that they refunded the money for that order. Though the emails which state that Cheryl’s Cookies has refunded me for the order do not contain any sort of confirmation number, nor any way to trace the refund whatsoever. I spoke with Cheryl’s Cookies on 4 different occasions about this refund, and on 8/17/21, @ 11:00 a.m., I spoke to a Representative with Cheryl’s’ Cookies and asked for a confirmation number that I could give to PayPal so that I could trace the refund, and this Representative said that they were unable to provide a confirmation number for the refund. This is very sketchy, as any time that a refund has been processed, the company issuing the refund should be able to provide the customer receiving the refund with a confirmation number, yet Cheryl’s Cookies refuses to provide this confirmation number to me.Business response
08/20/2021
We apologize that there was some difficulty in getting the customer's refund processed. A full refund for $32.54 has been issued and customer should have received those details from us via email. Our call center agents are unable to generate a receipt for a refund at this time and normally it is something the customer can see in their Paypal account that has a transaction number. If the customer has any further issues we encourage them to contact us at [email protected] and ask for the Manager of Customer Service to contact them.
Sincerely,
Cheryl's Customer Service Manager
Customer response
08/20/2021
Prior to initiating a complaint through the Better Business Bureau I had also initiated a complaint against Cheryl's Cookies through PayPal by opening a dispute through PayPal. I did not believe that PayPal was going to refund the money for the order in question, which is why I initiated the Better Business Bureau complaint. Though luckily, PayPal did refund the money for the order. Since PayPal has issued me a refund for the order and because PayPal decided in my favor regarding the dispute, I would like to close this complaint. Though I would like to note that Cheryl's Cookies cannot take any credit for the fact that PayPal issued a refund to me because the refund was only issued to me after I escalated the issue and initiated a dispute against Cheryl's Cookies. PayPal resolved this issue, not Cheryl's Cookies. If I had not escalated the issue to PayPal and initiated a dispute against Cheryl's Cookies than I would not have received the refund. That's a truly bad look on the company that customers have to initiate a dispute and work so hard in order to receive a refund that they are rightfully owed. Though thanks to PayPal, not Cheryl's Cookies, I was able to receive the refund that I was rightfully owed. Because PayPal refunded the money for the order, not Cheryl's Cookies, and only after I initiated a dispute against them, I reject the response from Cheryl's Cookies as there is no mention in their response of the PayPal dispute, and it seems to me that they are attempting to take credit for a refund that they did not even issue. Once again, the credit for issuing the refund goes to PayPal, not to Cheryl's Cookies. I reject the response from Cheryl's Cookies because it is misleading and doesn't even mention the PayPal dispute and attempts to take credit for issuing a refund when the credit goes to PayPal. The response from Cheryl's Cookies is therefore not acceptable and deceptive. I am also attaching a copy of an email from PayPal which states that they have decided in my favor with regard to the dispute. The response from Cheryl's Cookies is yet another fine example of their unprofessionalism and unethical business practices. Again, I would like to close this complaint as PayPal did the right thing and issued a refund. I will never again do business with Cheryl's Cookies, what an awful experience it was dealing with this company.
Initial Complaint
08/05/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Order was taking longer than promised and then considered lost after 5 days last delivery. I requested a refund, was told it could take up to 30 days. I emailed on 28 days and was assured I would have it by today. I have yet to get my refund, and was told supervisor would look into and reach out. I was told today, and I don’t have it after 30 days! My original order was placed like 1.5 months ago. I want my refund I was promised.Business response
08/11/2021
We apologize to this customer that it took so very long to resolve this issue. I verified with Paypal and with the customer that the refund has been issued. Transaction ID: ***************** for $31.01. I offered an additional savings pass but the customer is not interested in receiving one. Again, we are very sorry for this customer's experience.
Cheryl's Customer Service Manager
Customer response
08/11/2021
Better Business Bureau:
I would like it to be noted, I didn’t receive my refund UNTILL PayPal resolved my case and sided in my favor. I did not accept anything else from this company as I will NEVER be doing business with them again. I accept the business's response to resolve this complaint.Initial Complaint
07/21/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received an email with a promo code that says $30 off your purchase of $75 sitewide. I read terms and conditions. I placed over $75 of merchandise in my cart and the promo code would not deduct the $30. They are false advertising to lure people to their site. I contacted their customer service while trying to use this sum30 code today via chat. The service agent asked me for my item codes and I gave them, verified two of my codes as being eligible for the promo and one was not. I asked for another item code that would be eligible and agent gave me one, I added two of them to my cart in addition to the other two item codes I had already placed in my cart that agent confirmed were eligible. She told me to place the order and give her the order, she would deduct the promo on her end. I did and then the chat timed out before I could send the order. They are now refusing to refund the $30 or apply the promo as they said they would. They tricked me I didn’t want the order without promo.Business response
07/23/2021
We apologize to this customer for their interaction with our chat agent. The agent provided some incorrect information and will be coached. We also apologize for the chat ending without resolution at the time of the chat. The customer was provided a $30 adjustment on their order (*********) where they purchase two items that totaled $49.04 so were only charged $19.04 for the order. The original promotion was $30 off a purchase of $75 where customers were directed to the eligible products from the email. We apologize for any confusion. If the customer requires any further assistance they can contact us at [email protected] and we will be happy to assist them.
Sincerely,
Cheryl's Customer Service Manager
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Contact Information
Customer Complaints Summary
94 total complaints in the last 3 years.
10 complaints closed in the last 12 months.