ComplaintsforCheryl's

• Initial Complaint

  12/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered cookies from Cheryl’s Cookies for a 1/6/2022 delivery date. They decided that the 1-5 days of expected delivery means a 12/26/2021 delivery counts and will not refund my payment. I’ve already explained that we are out of town like most people during the holidays , ELEVEN days prior to expected delivery is not acceptable and the cookies will be sitting outside for at least over a week. They made the 1/6 delivery date available when I ordered yet told me on Christmas Eve that their production does not start up again until 1/10/22. Why make a delivery date available when production is not available? Does that mean my cookies are not made fresh? I just want a refund of my order since I will bo longer be purchasing from this company.

  Business response

  12/27/2021

  We apologize that this customer was not notified ahead of time that items had to be shipped early due to inventory shutdown between 12/27-1/7.  We have initiated a full refund for $30.74 to the customer's PayPal account and they should see the credit in 5-7 business days.

  We are sorry for the inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

• Initial Complaint

  12/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a monthly cookie subscription about a year ago and things were going well until I paused the subscription. I did not receive any merchandise, but I noticed my card has been continually billed $32.39. I would like to cancel the subscription and received $129.56. I attempted to contact the company and was transferred for an hour and the last representative (Sasa) supposedly and executive with Cheryls Cookies said she could not see my order.

  Business response

  12/27/2021

  Customer paused shipments the end of August after August shipment sent out beginning of month.  September shipment was sent due to technical issue.  Refund initiated for $31.56 so customer should see refund in 3-5 business days.  Customer's credit card declined for the month's of October, November, and December so no charge was assessed to customer's account.  Customer is emailed and called each time credit card is declined.  After 3 months of declines club is canceled.  No further shipments will be sent and no further refunds are due.

  Sincerely,

  Cheryl's Customer Service 

• Initial Complaint

  12/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered cookies to be delivered FOR CHRISTMAS on 12/22. I checked the tracking and it just said “confirmed”. Now these are $80 cookies and I’m fuming! It was to my very best friends for their Christmas celebration as they live out of statE. I called customer service and three different times I was told they couldn’t hear me and hung up- one saying there was a loud noise (I was at work so not possible) and hung up. Finally get through and he argues with me that it will be delivered by end of day and then RUDELY hangs up on me. I’m furious. Still no cookies. This is horrid customer service and I feel I’m being g scammed. I try to call back- hung up on. This isn’t my first time having problems with them. Please help! ILL NEVER USE THEM AGAIN!!!!!!!!!

  Business response

  12/27/2021

  We are very sorry for this customer's experience and that their gift arrived later than requested.  A full refund for $80.23 has been inititated to their PayPal account and they should be able to see the credit in 5-7 business days.

  We apologize for the inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  01/07/2022

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

• Initial Complaint

  12/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  As usual, Cheryl's has screwed up again this year. I placed an order on the 14th for delivery to two different addresses. I set up delivery for the 18th. Needless to say, neither order has arrived. The order to me is scheduled to be delivered on the 21, if I'm lucky. The other part of the order, also scheduled for delivery on the 18th, is sitting at Fedex in Groveport, Ohio, where it has been sitting since the 18th. According to Fedex, it is scheduled for delivery on the 27th. I called Cheryl's and got one of their foreign customer service reps who could barely speak english. When I asked for someone who could speak English, she put me o hold for a minute then came back a minute later pretending to be someone else. I told her the delivery dates are unacceptable and I wanted a refund for my order. She said she couldn't since it was shipped. I told her that since it was just sitting at Fedex for who knows how long, she could refund my money and take it up with Fedex. She wouldn't do it. I hung up. I get at least one order from Cheryl's every year that is totally screwed up. I guess this is it.

  Business response

  12/27/2021

  We are very sorry this customer's orders are delivering later than requested.  A full refund for $61.18 has been initiated and the customer should see credit in 3-5 business days.  We apologize for the inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  12/28/2021

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

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i ordered some cookies from cheryl's cookies on dec 4th. received an email stating that the order was received. but, never received an email stating that the cookies were shipped or an estimated delivery date. waited 5 days. phone cs rep to cancel the order. she stated that she cancelled the order. waited a few days, checked the order, again. stated that it could not be modified. phoned another cs rep. again, could not obtain a delivery date. finally received the cookies on the 15th. phoned cs rep, again, and asked for a refund of the postage, since, i experienced such poor service. cs rep stated that he issued a refund. have not received a confirmation email, again. phoned 2 cs reps today, and got nowhere, as the call center is overseas and the reps did not listen to what i was stating, kept repeating the order number, that the cookies were delivered, etc. i know that. this is poor cs service. i doubt that i will ever receive a refund of the postage. can't converse with anyone at corporate level. thank you 

  Business response

  12/27/2021

  We are very sorry this customer's order arrived later than requested.  A shipping refund of $10.99 has been initiated and the customer should see the credit in 3-5 business days.  We apologize for the inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  12/28/2021

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

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for cookies on 11/18 for my daughter's ballet company holiday party on 12/14. The website had an option to pay an additional $3.00 for guaranteed shipping on a specific date, so I selected 12/13. The cookies were shipped on 11/29 and were delivered on 12/7. According to their website, Cheryl's cookies are only fresh for 3-4 days after receipt, which meant they would no longer be fresh by party day. That's why I paid the extra fee. I've called Cheryl's several times and initially on 12/7 I was offered a shipping refund and $20 towards a future purchase - that solution isn't acceptable, they charge $16.99 for shipping. I called again on 12/8 and ********* promised to submit a new order for cookies to be delivered on 12/13. She confirmed my item and told me I'd receive a confirmation email. That never came. I called on 12/13 because I hadn't received the second order of fresh cookies I'd been promised. This time I spoke with **** to request a refund, since there was no time at that point to get me my order in the timeframe that it was requested. **** confirmed that she'd processed a refund, and that I'd receive an email in 30 minutes to confirm. Again, the email never came. I haven't heard from anyone at the company about the status of my refund and at this point I've called more than enough times to resolve such a simple issue. If Cheryl's doesn't have the ability to ensure a specific delivery date, they should not have the option available on the website. They most certainly should not be charging $16.99 to ship a box of cookies via USPS - I was expecting UPS, FedEx, etc. considering the high shipping fee and the guaranteed delivery date. Their website says they ship FedEx, which is obviously false. Had I known Cheryl's was going to ship me cookies 2 weeks before the guaranteed date, when they acknowledge their cookies are only fresh for 3-4 days, I would have looked elsewhere for such an important event. I'd like my $66.94 refunded as promised.

  Business response

  12/16/2021

  I am so very sorry for this customer receiving her order early and then for the lack of follow through on her reshipment order.  A full refund for $66.94 has been initiated and the customer will see credit in 3-5 business days.  We apologize again for the inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

• Initial Complaint

  12/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order earlier in December 2021 with a delivery address of Middletown, OH 45042. Cheryl's has an issue in their online system that associates the zip code 45042 with Oneida, OH. The zip code for Oneida is 44644. I saw a delivery date in their system for my cookies being delivered to Oneida, OH 45042. In the process of trying to solve this issue with the customer services organization, via two different agents, neither could resolve my issue. One agent wanted me to pay for the order going to the incorrect address and purchase a new order to my address. The story gets longer and longer, with no true resolution. The incorrectly addressed cookies eventually showed up at my house via Fedex. I guess they use zip code, not the city name. How was I to know and the agents apparently did not know either. I simply want to talk to someone at Cheryl's to clear up this issue and purchase more cookies. If Cheryl's doesn't want my business, I have other vendors that make butter cream cookies. We happen to like Cheryl's cookies but if they don't want our business just say so vs. just ignoring me.

  Business response

  12/16/2021

  Called customer after testing address on website.  Could not recreate same city of Oneida, OH coming up but did see order that customer had placed with that city.  Customer did receive product and reshipment had been done for corrected address.  New shipment has not left our distribution center yet but customer is aware.  Customer said he was satisfied with call and follow up.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  12/17/2021

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

• Initial Complaint

  12/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed 7 Christmas orders for Santa Cookie jars with 10 cookies totalling 355.60. All 7 of my recipients received a total of 6 Happy Birthday cookies. I have called customer service 6 times. I have been promised a resolution of a reshipment of all of the orders (overnight), which has never occurred. (Now the item is not available.) I have been promised a call from a "supervisor." Never happened. I told a customer service representative I would hold for a supervisor. I waited 40 minutes and was hung up on. I called the Westerville location; no answer. I called another location and was told they would have a manager call me. (A manager was not working today. Really?) I asked about the Westerville location and was told that, "they turn their phones off during the holiday season." What? Wow. Just wow. OBVIOUSLY A COMPANY THAT HAS GROWN TOO BIG TO PROVIDE EXCEPTIONAL SERVICE. They have completely lost sight of their mission and objectives. Shame on them. I WOULD LIKE A REFUND! I will never order from this company or any company associated with them EVER again.

  Business response

  01/06/2022

  The customer was called with an apology on 12/16/21 and was given a full refund for $334.41.  We are extremely sorry for the inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Automatic billing for annual membership without my permission after having canceled last year. They do this by claiming you gave them the wrong email or they don’t have your email as follows. This is a scam and it’s not usable. In order to get free shipping, you have to enter several codes Never worked for me so I canceled it two years ago. However I get billed every year automatically. This is their response From: ******@msn.com Sent: Wednesday, December 15, 2021 8:51 AM To: [email protected] Cc: ******@msn.com Subject: REMOVE ME FROM AUTOMATIC RENEWAL Every year I am automatically renewed for this passport membership which I have never been able to use and have canceled for the last two years! However every year my credit card is charged. As per your statement below I want removed from all correspondence from Cheryls cookies1-800 Flowers Passport [email protected]  Dear *******, Thank you for reaching out to us. Unfortunately, we are unable to locate your Celebrations Passport® benefits in our system using the current email ****@***************com which was sent. Please provide any and all alternate email addresses you own so we and gain access to your order to have your Celebrations Passport® benefits cancelled as per your request. We are truly sorry for any inconvenience. If you have any concerns or questions, please feel free to call us at ###-###-#### My email is: ******@msn.com You certainly don’t have any problem finding my credit card number every year when you want to bill me without my permission Dear *******,     Thank you for reaching out to us.   Unfortunately, we are unable to locate your Celebrations Passport® benefits in our system using the current email ******@masn.com which was sent. Please provide any and all alternate email addresses you own so we and gain access to your order to have your Celebrations Passport® benefits canceled as per your NOTICE HOW THEY CHANGE MY EMAIL

  Business response

  03/22/2022

  Customer's Passport membership was canceled 12/14/21 and refunded in full.  The email address was different than what the customer had previously provided.  The notes indicate the customer does not want to renew so should not be charged again.

  We apologize for the inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

• Initial Complaint

  12/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On December 4, 2021 I placed an online order for item ****** and requested delivery on/about December 9, 2021. As of today, December 14, 2021, the item has not been shipped. I contacted Customer Service and the automated response simply confirmed the order had been received but had not yet been processed. After waiting on hold for an extended period to speak with a human, I was advised there was a backlog of callers and they would call me back. I accepted this option - almost 6 hours later no one has called. The online catalog no longer shows my item as available, but it is available in a larger size. I expect the company to satisfy my order and, if necessary, ship the larger size for expedited delivery at NO ADDITIONAL COST TO ME. Their actions are inexcusable. If they did not have the product I ordered they should have contacted me immediately with the option to select another item or cancel the order. This is a Christmas gift and now I doubt the recipient will receive it before Christmas.

  Customer response

  12/28/2021

  I have not received any feedback regarding my complaint ID 16365356. Have you received a response from Cheryl’s Cookies? Thank you,

*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. ↩