ComplaintsforCheryl's
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Complaint Details
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Initial Complaint
11/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Cheryl’s has a Passport program that gives free shipping for 29.99. I received an early renewal offer for 19.99 which I took. I spoke with an agent and told him I did not want automatic renewal. He assured me he removed it. Later I checked and it was not. I removed it. Couple weeks later I am charged again for automatic renewal. I spoke with agent and they gave me (supposedly) a refund for new amount. I want the 19.99 refunded too because I refuse to deal with a company that lies to their customers. Clarice (agent I spoke to) refusedBusiness response
11/22/2022
The customer's Passport membership has been canceled per their request and the refund has been initiated for $21.61. The customer has been contacted with the details of the cancellation and the refund. We apologize for the error of the renewal.
Sincerely,
Cheryl's Customer Service Manager
Customer response
11/23/2022
I accept the business's response to resolve this complaint. refund was issuedInitial Complaint
11/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered Cookies to be delivered on October 31,2022. Never delivered. Would not resend order at price I paid. Customer service dropped my call and did not return call as promised.Business response
11/14/2022
We apologize the order was delivered late and shows that it was refused and returned to us. A full refund for $21.94 has been initiated and you should see credit in 3-5 business days. We have also initiated a request for a $20 savings pass that can be used with any of the 1800Flowers companies and is good for 1 year from date of issue. We are sorry for any inconvenience.
Sincerely,
Cheryl's Customer Service Manager
Customer response
11/25/2022
I accept the business's response to resolve this complaint.Initial Complaint
10/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered cookie 10/5 for a friend in rehab. I found out a few hours later she was going home fri. I called to get the address changed i was told the cookies shipped and would arrive 10/13. She has a broken hip lives over an hour from rehab. I have no way of getting them. I asked for my money back i was told a supervisor would call and nothing.Business response
10/06/2022
We apologize that your order was already in process and unable to be changed. These sampler items take a bit longer to go through the postal service so we try to ship soon as possible. Your confirmation should have specified delivery estimate. I have verified that your credit card was not charged the $12.99. Only an authorization went through and will drop off according to your bank or credit card company rules. I am sorry for this inconvenience.
Sincerely,
Cheryl's Customer Service Manager
Customer response
10/07/2022
I have not been refunded yet. I just want to make sure that happensBusiness response
10/10/2022
The customer was not charged. An authorization was processed on 10/5 for $12.99 which is standard procedure for a purchase. It is not a deposit. The customer canceled the order later that same day so no deposit ever went through. In checking transactions an authorization reversal occurred on 10/8 for $12.99 so customer should no longer see an authorization. We would suggest the customer check with their credit card company or bank that the authorization has dropped from their account.
Sincerely,
Cheryl's Customer Service Manager
Initial Complaint
07/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have tried multiple times now to contact regarding two types of cookies being missing from my order, and have not been able to reach the business. My order number is: *************** I placed an order on June 28 2022 Which was delivered on July 1 2022 for 36 ct Buttercream Frosted Summer Flavors Bow Box which was supposed to include 6 blueberry muffin cookies and 4 Buttercream Frosted Key Lime White Chip Cookies Which were box missing from the box. I would like these cookies delivered or a billing adjustment.Business response
07/26/2022
I am very sorry the customer did not receive the 2 flavors that should have been included in the order. It appears we are currently out of stock of that gift so a rfull refund for $29.99 has been initiated. The customer should see a credit in 3-5 business days. I am very sorry for this inconvenience.
Sincerely,
Cheryl's Customer Service Manager
Initial Complaint
06/30/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
This happened at Cheryl’s cookies. 1641 Lane Ave. on June 20, 2022 at 3:51pm. I bought $104.98 in cookies. ( 2 boxes of 36 and 2 brownies.). Credit card was approved then Cheryl’s register crashed and manager said it didn’t go thru. She took me to a second register and ran it again. Both actual went thru. When I got home I checked and it said pending. Called cheeks and manager said first bone won’t go thru. And that this happens all the time. Next day both went thur. I called customer service and left my name and number. No return call. Drove back to lane ave. And girl there said it’s your banks problem. My bank said to do that. Next day I called customer service again and no return call again. My bank said they would now turn over to fraud dept. and we’re unsure why it wasn’t being made right by company. Cheryl’s said computer crash messed them up. Should them on my phone with a screen shot where I was charged twice. I am still out the extra 104.98$ and Cheryl’s still has not returned messagesBusiness response
07/11/2022
The customer was contacted by our retail store Director with explanation and contact from our Finance department to arrange for refund for customer. I was informed that the customer was satisfied with the outcome. If the customer has any further questions we suggest she contact the retail store Director that she spoke with previously.
Sincerely,
Cheryl's Customer Service Manager
Customer response
07/12/2022
I accept the business's response to resolve this complaint.Initial Complaint
06/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered two boxes of cookies, one has been delivered and the other one has not moved in transit since the 23rd. I have emailed and called twice. This company has the worst customer service.Business response
07/14/2022
We are very sorry that the second order was lost in transit. An upgraded replacement order was shipped to this customer on 7/6 and shows delivery on 7/7. Fed Ex tracking ************. If customer still did not receive item we ask that they call ###-###-####. We apologize for the inconvenience.
Sincerely,
Cheryl's Customer Service Manager
Initial Complaint
06/17/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I would like to file a complaint regards to Cheryl's cookies. I ordered DOUGH AND FROSTING PACK - CUTOUT AND VANILLA Product Number: ****** on June 6 2022 and I got the order today June 17, 2022 and the ice packs in the box was hot and the cookie dough and foresting melted. I contacted the company and they going to send me a another item free of charge. I would like to stress to the higher management that this type of items should be sent over night so the ice packs do not melt. I do not understand why Cheryl's would ship raw cookie dough and foresting in the summer months standard mail devilry and not express it. Raw melted cookie dough is dangerous to eat people can get sick, During the summer months its not worth sending raw cookie dough by Fedex slowest shipping it should be sent overnight. Order #: *************** Order Date: 6/9/2022Business response
06/17/2022
We apologize for this customer's experience and sending an alternate product of his choosing. The original product ordered is not offered throughout the summer months. We did include cold packs which in normal early to mid June should have been sufficient to keep the product cool, however much of the country has been experiencing hotter than normal temperatures. We offer our customers expedited delivery options such as 2 Day Air or Standard Overnight delivery for an additional cost. If there is anything further this customer requires assistance with he can contact us at 1-800-443-8124 or [email protected].
Sincerely,
Cheryl's Customer Service Manager
Customer response
06/21/2022
I am rejecting this response because: The box they shipped the cookie dough and frosting said in big letters RUSH! How does Cheryl's expect's Fedex ship this product faster and yet Cheryl's shipped the product by standard method. If Cheryls's wanted Fedex to rush the package they should of did overnight not standard. I have all the proof and enclosed are pictures and also I would like to mention ice packs will melt faster than dry ice. Cheryl's should of put dry ice packs in the shipping box. I would also like to mention that when I was speaking to customer service rep through the live chat they never told me to throw away the cookie dough and frosting, they told me to keep it, this is very dangerous for telling a customer to keep cookie dough that was melted and it had eggs in it.
Business response
06/21/2022
We will certainly take the customer's comments/suggestions about packaging and shipping of this type of product under advisement. Our sincere apologies that the agent did not say in the chat that the products should be thrown out considering they were delivered melted and late. Coaching has already been sent for this agent to ensure proper handling of these types of chats and interactions in the future.
Sincerely,
Cheryl's Customer Service Manager
Customer response
06/21/2022
I accept the business's response to resolve this complaint.Initial Complaint
05/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order on April 18th as a bereavement gift for a woman whose husband had passed away a few days earlier. I wasn’t informed of the delivery date until after the order was placed. The delivery date was supposed to be May 18th which in itself was unsatisfactory but I accepted it. Now the delivery date has been pushed forward to the 23rd or 24 th of May. This is totally unacceptable. Today my husband spoke with customer service and they have refunded the shipping cost but that doesn’t make it any more acceptable. We have ordered many times from this company and the service has always been exemplary but this incident is just not right!Business response
05/20/2022
We apologize that this customer's order is delivering later than expected. It should have been delivered no later than 5/19 and has missed that date by our shipper. When the customer placed the order the date range of delivery should have been displayed before the customer completed the order. The balance of the customer's order has been refunded for $65.12. They should see that credit within 3-5 business days. We are very sorry for this inconvenience.
Sincerely,
Cheryl's Customer Service Manager
Customer response
05/20/2022
I accept the business's response to resolve this complaint.Initial Complaint
05/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order that was shipped late by the business, and did not arrive by the delivery date. The order was shipped early in the morning of the same day it was to be received, which I find incompetent and unrealistic on the part of the business. I contacted the business to request a full refund. I was offered a lesser compensation in the form of a gift certificate, and that was not delivered during the time frame stated. 4/11/22 - placed order for delivery by 4/29/22 4/29/22 - 10:37 AM received email that order shipping label had entered the system 4/29/22 - contacted customer service that my order would be late. they said 'would make it right' and to contact when it arrrives 4/30/22 - order delivered, but late. customer service acknowledged and promises a compensation of $10 gift certificate to be received in 1-5 business days 5/05/22 - no compensation has been receivedBusiness response
05/06/2022
We are very sorry this customer's order arrived a day later than requested. It did leave our facility late and we are looking into the reason why. A full refund has been issued for $29.99 and that transaction cleared on 5/6. A savings pass was also sent but I will follow up with that information in a separate email to the customer. Again, we apologize that the gift was late.
Sincerely,
Cheryl's Customer Service Manager
Customer response
05/06/2022
I accept the business's response to resolve this complaint.Initial Complaint
04/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered the Easter cookies for 9.99 on 04-10-2022 it is now 04-20-2022 and I don't have my cookies it was a gift for my grandson I called the company on 04-19-2022 and was told they shipped on 04-11-2022 and that is was the shipping companies fault after reading all the reviews I'm not sureBusiness response
04/21/2022
We are very sorry this gift has not been received as of yet. It was shipped from our facility on 4/11/22 and according to the US postal service is still in transit. The tracking number is **************************. At this point we would consider it lost. A full refund for $10.61 has been initiated and the customer should see this credit in 3-5 business days. We apologize for this inconvenience.
Sincerely,
Cheryl's Customer Service Manager
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Customer Complaints Summary
90 total complaints in the last 3 years.
11 complaints closed in the last 12 months.