ComplaintsforCheryl's

• 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

• Initial Complaint

  02/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a Celebrations Passport membership in September 2022 which is supposed to provide free shipping for one year. Every time I try to make a purchase, the website secretly adds back a shipping charge on the final payment screen. I emailed Cheryl's for assistance, and they never replied. I would like to receive the free shipping I paid for without hassle every time or I want a full reimbursement for a subscription service that does not work. It currently looks like a scam because it says there is no charge for shipping until it is added at the final step (when you enter your credit card information) and you have to look to find the added charge. At the top of the submitted pages, it shows that I am a Passport member and still charges shipping.

  Business response

  02/13/2023

  I did a test with a couple orders and the only way I could get this same outcome was if the delivery date occurred on a Saturday.  I emailed and also spoke with the customer.  They were not aware they could adjust the delivery date but now know where that feature is at checkout.  Customer said she was good with explanation.  Gave them my contact information in case any other questions came up.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  02/14/2023

  I accept the business's response to resolve this complaint.  A representative from the company did contact me promptly to discuss my concerns and resolve the issues.  Unfortunately, the company does not have any direct way from its website to reach a representative in the United States to resolve any issues.

   

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  November 2022 order $313.68 of cookies Cancelled order towards end of November 2022 Never received credit on credit card Called 12/12/22 told it would appear withing next billing cycle Called again week of 12/19/22 and told someone would call me right back that day - no call received Called credit card company to file dispute with them - they tried to contact Cheryl's Cookies to dispute and have on file until 2/11/23, but have had no success in getting a hold of anyone either, so charge on my credit card still Called 1/5/2023 again told that someone would call back, but don't know when and not able to give a phone number to call to resolve.

  Business response

  01/09/2023

  Notes on file indicate customer was contacted on 1/6/23 about full refund for $313.68.  In checking payment and refund system refund went through on 1/7/23.  We are very sorry for the lenght of time this took to resolve and for the customer's inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  01/10/2023

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

• Initial Complaint

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a large gift basket of the buttercream frosted cookies as a gift from my employer. They arrived December 24th. I don’t know if they might have ended up stranded in the snowstorms before getting here but they are hard the frosting comes off in chunks. Even tried putting them in the microwave and the frosting won’t even soften. Just makes Me upset that the company probably sent them to a lot of employees and if they were all like this - it was a lot of money wasted and they would be very disappointed this happened.

  Business response

  01/04/2023

  We are very sorry the recipient was not satisfied with the gift so we are sending a new gift that will arrive between the 9th-13th.  We are out of stock of the original item but this gift contains a nice variety of our buttercream cookies.  We hope they enjoy these.  If the recipient has any further concerns we encourage them to contact us at ###-###-#### or email [email protected] and we will be happy to assist them.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  01/12/2023

  I accept the business's response to resolve this complaint. The business quickly sent me a really nice assortment of their cookies.  They are delicious.  I appreciate their rapid and complete response.

• Initial Complaint

  12/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  When I placed my order for Cheryl's cookies (through the ***** * ***** *** ****), I was given the option to choose a specific delivery date. I did so and was charged $5.00 to choose 12/23. I did so because my family is traveling and they would not be home. The item was delivered a week early, creating a safety risk by having a box in front of an empty house for a week. I contacted ***** *** ******* 10x and they finally told me that they could not find my order. Then they said it was actually a Cheryl's order and I would need to talk to them. I talked to them and they refused to offer a replacement, stating I did not pay for the extra shipping -- even though I have a receipt showing that I did. Notice in my orders that this order shows DELIVER ON, not deliver BY like the other orders.

  Business response

  12/20/2022

  We are extremely sorry for this customer's experience with not receiving the proper level of customer service she should have and the number of interactions she had to go through.  We have refunded the customer's order in full for $59.99 and have also sent her recipient a replacement order of cookies to arrive on 12/23 as originally requested.  The customer should see the credit in 5-7 business days.  Again, we apologize for the inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  12/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *******

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed a order for Cheryl’s Cut-out Cookie Dough and Buttercream Frosting Set on 12/13/2022 and today I checked the tracking number and USPS says they still waiting for the package it has been more than two days and they still have not shipped the package. According to Cheryls cookies website Cheryl’s Cut-out Cookie Dough and Buttercream Frosting Set ships two days.  

  Business response

  12/18/2022

  Reached out to customer with apology and offer to reship his item overnight on 12/19 for delivery on 12/20.  He accepted via a phone voicemail.  We have a set up error for this gift that we are fixing and that is what caused it to ship a less expedited manor.  I told customer in follow up email I will send him Fed Ex tracking number on 12/19 for new order.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  12/19/2022

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

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On December 7, 2022, I ordered three separate sets of boxed cookies to be delivered to my clients. I provided exact addresses, the person to deliver to, and paid for the goods and shipping charges. I was able to confirm with one of my clients that they received their package. The other two have not seen their cookies. I clicked on the tracking numbers Cheryl's provided, and it shows delivered. I work out of each of these locations daily, and could not find any evidence of the package being delivered. I contacted Cheryl's, and was first offered a $20 coupon for my next order. I told them I wanted to have my clients receive what I had paid for. The customer service person then asked me to confirm the shipping address, which I did. They then argued that I hadn't provided an address verification and said they were closing the matter. A copy of the emails will be attached with this complaint.

  Business response

  12/15/2022

  Tried to contact customer by phone but unable to leave message so followed up with email.  Apologized for situation as items should have been replaced after first email when customer said they had not been delivered.  I assured customer we have some coaching opportunities to follow up on with staff to ensure items like this are handled correctly in the future.  Customers order has been refunded in full and they will see the credit in 5-7 business days.  Customer did respond to my email and was satisfied with apology and refund.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  12/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.  The response from their customer service manager was what I had initially anticipated receiving from a company like Cheryl's.  I appreciate their attention to my complaint and wish them the best.

  
  Regards,
  
  *** *******

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order on Nov. 1, 2022. I received a confirmation notice right away. The cookies were to be delivered on Nov. 23. I received several ads after the initial confirmation, but no info about shipping. On Nov. 19 I called to inquire about the order. I was told they could not fill my order for items requested. After extended conversations it was agreed that I would purchase an item that was available. However, I was not allowed to use a coupon, which I had applied to my earlier order. I am very unhappy with the poor customer service I received. Promised phone calls to resolve my complaint never happened. Very poor first experience. I won’t be back.

  Business response

  12/05/2022

  We are very sorry for this customer's experience and their order has been refunded in full including the cancellation of their Passport membership.  All refunds for a total of $72.53 have been processed as of 12/1/22. 

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  12/05/2022

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

• Initial Complaint

  11/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a yearly Celebrations Passport membership on September 20th 2022, which was set to auto-renew on the year anniversary. On November 23rd 2022 a charge of $19.99 was posted to my credit card. I did not make any purchase to warrant this charge nor had any current active monthly subscription. When I called their customer service on November 25th 2022, I was told the charge was for the Celebrations Passport auto-renew. The representative said that I should not have been charged so early, but wouldn’t issue a refund because she didn’t know why I was charged so early. The second time I called back, I was told they couldn’t refund me and to call my bank. It’s unfathomable that the company unlawfully charged me with refusal to return the funds after acknowledging wrongdoing. It wasn’t just from one representative. I talked to multiple people on each call.

  Business response

  12/13/2022

  Called customer and left voice mail and also followed up with email.  The $19.99 charge on 11/23 was for a club order that the customer had that had been received on 11/8.  I do not know why the customer was not charged until the end of November but I was able to show the customer through screen shots from the payment system and the order system that the charge of $19.99 matched to the club order.  The customer's club was canceled at some point after that shipment so no further items will be shipped.  I left my contact information if the customer needs to discuss this further.  We apologize for any confusion.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  12/19/2022

  I am rejecting business response not because it was different from the original response on 11/25, but because the charge is erroneous.  Their response indicated that the $19.99 charge on 11/23/22 was reoccurring from the single box club purchase from 09/20/22.  However, that club subscription was canceled after received them confirmed by Celebrations Passport’s customer service on 10/25.
  

  Customer response

  12/30/2022

  The order delivered on 11/08 was charged on 11/23.  This club subscription was canceled on 09/23.  Cheryl’s customer service confirmed on 10/26 that all cub orders in my account were not active.
  
  I was given no notification of the order delivered on 11/08.  Charging me over two weeks after the perishable was delivered, gave no time to notify the recipient to send the product back. 
  
  Essentially, Cheryl’s cookies sent a canceled subscription  in my name then charged me weeks after it was delivered with no invoice or delivery notification then not taking any responsibility for their mishap.  When I called about the charge they did not say it was for a club purchase and that it was for the celebrations passport renewal.  Seven different conversations with Cheryl’s reps, on 11/26, all said it was the celebrations passport.  This is simply fraudulent or at the very least extremely sketchy and bad business practice.

  Business response

  01/09/2023

  The $19.99 fee that was charged for the club subscription that was delivered has been refunded.  The club has been canceled and no further shipments will be charged or shipped.  The customer should see the refund in 7-10 business days.  We apologize for the confusion and inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

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