ComplaintsforCheryl's

• Initial Complaint

  12/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  /Our company put in an order for company Christmas cookies to be mailed out to over 60 businesses, totaling close to 10K in profit for this company. We spent days trying to get someone on the phone from the company to confirm our order and give them their payment and in that process sat on hold for 2 to 3 hour intervals, were forced to call their sister companies to be transferred over to requested departments-only to be put on hold again, hung up on or given no solution and a constent ring around in order to place our order and have it shipped out in time for Christmas. We sent numerous emails to management, were promised returned phone calls that never came and then finally today 12/09/21 we finally got through to the manager of our account ***** **** who was the nastiest and rudest customer service rep. (business department manager)I have ever encountered. And she hung up on us after we had previously sat on hold for three hours-and never took our credit card information in order to pay for our order. We are finally giving up as we have been at this since 11/30/21 via phone and email and today was the last straw. No company should conduct themselves in such a way on top of the fact that it is the Christmas season, we were giving the company a tremendous amount of money and all we wanted to do was pay them and she was not only rude and horrific verbally cursing on the phone, but the process made our efforts impossible to achieve.

  Business response

  12/13/2021

  Director of Business Gift Services called this customer with apology and gave 20% discount on order.  Customer accepted.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two individual cookie kits in October for two college students. On November 27th I was charged $56.29 and $52.98 for two other kits to go to the same place. I did not order these kits and called to find out how they were ordered. In my account there was no subscription and/or club that I signed up for so I was completely confused. I called and one of the orders was cancelled. I called back and they said that they cancelled the other order and my club membership(which I did not sign up for). I emailed making sure everything was canceled and It was not. They said again they will cancel my club membership. The second order was processed and shipped after my request on Dec. 6th. After many different emails, phone calls, and website chats, I still have not received a refund for both of the products and no confirmation that the club membership was cancelled. I can not get a consistent person on the phone or through email.

  Business response

  12/13/2021

  I am so very sorry it has taken a while to resolve this customer's account.  Both clubs under her account have been canceled.  One for ****** *********** and one for ******* *********.  Two refunds have also been initiated ($52.98 & $56.29).  The customer should see those credits in 3-5 business days.  No further charges will be incurred and no further orders will be sent.  I am very sorry for this customer's inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  12/21/2021

  : however they did refund the money, they still have my credit card and have not taken me off of the so called subscription that I did not sign up for.  The attached is a chat message saying that he would take my credit card off of the system, after the company reached back out to you.  He did not email me confirmation of this and when I checked this morning, 12/21/21, I am still in the system.  I do not want to get charged again for something that I did not purchase. I want to be removed completely from their system.
  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a purchase, it came yesterday. It was suppose to be 24 cookies, 50.00. The box was damaged and 8 of the cookies were missing. I tried for 3 hours today to reach them to no avail. Please help.

  Business response

  12/09/2021

  We apologize that this customer's order arrived damaged and missing cookies.  A new order is being shipped to her on 12/13 and the order number for her reference is *******.  We would like to let the customer know we also have a customer email address where she can contact us if ever having difficulty getting through to the call center.  That email address is [email protected].  

  Sincerely,

  Cheryl's Customer Service Manager

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a celebrations passport member and have been for years. I do all of my holiday shopping with 1800brands. I ordered my gifts in October so that they could be delivered early. They ran out of the gift I paid for to be sent to my daughter. I contacted them twice about it. They printed a shipping label but never shipped it. The website clearly shows that it is out of stock. I am well beyond angry. I also ordered cakes to be delivered on or before by December 1st and they were not delivered. Because of that, I was supposed to get a refund of my money and the $20 savings pass. The savings pass I was given was only $10. I am soo angry that these "customer service reps" are allowed to do absolutely NOTHING! I have been sitting here for 4 minutes waiting for this feckless rep to get their manager or give their employee id# and they tried to let the chat time out instead. I will not be renewing.

  Business response

  12/09/2021

  I am very sorry for this customer's experience with the chat and refund for her previous order.  The order for the decorating kit for **** & ***** ****** (**********) has an estimated delivery date of Friday, Dec. 10th by end of day.  Fed Ex tracking number is ************.  I know this is one day later than requested but we are trying to get gifts out the door soon as possible and dealing with staffing shortages.  As far as the cakes that should have been delivered by Dec. 1, according to the tracking they were both delivered on Dec. 4th.  A full refund has been initiated for $7.26 to the customer's PayPal account and they should see the credit in 5-7 business days.  One savings pass for $10 has been issued already on 12/7 for $10 and another savings pass for $10 will be sent within another day or two.  My sincere apologies that the refund and savings passes were not issued in a timely manner as promised to this customer.

  We apologize for any inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  12/10/2021

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

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Was trying to cancel membership by phone so that I would not be charged for another year. Was not able to reach the proper person to do so. Transfers were not complete and was disconnected.

  Business response

  12/09/2021

  No charge has gone through for this customer for a Passport Membership for an additional year as the credit card on file declined so therefore the membership has not been extended.  If the customer has additional questions they must contact the Loyalty Priority Department at ###-###-#### or by email at ***************@1800flowers.com.

  Sincerely,

  Cheryl's Customer Service Manager 

• Initial Complaint

  11/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Last year for Christmas I ordered cookies, ONLINE, to be delivered to friends/family through Cheryl’s cookies. Never again. For I have now gotten sucked into a vortex of this company and their cohorts and cannot stop them from sending paper catalogs! Not ONLY won’t Cheryl’s stop sending their catalogs, now they got their sister company sending them!!! The Popcorn Factory has just sent one!! I am fuming. Here is their track record so far and the dilemma I am having with them. And I am angry. I don’t need any more trees being wasted by them sending their redundant catalogs. I have tried diligently to get them to stop and they just ignore my requests. My address they send to: *********************  The history is attached because the columns would not convert to your next page in a legible manner.

  Business response

  12/02/2021

  We have removed the customer from our catalog database.  They may still receive 1 or 2 catalogs as our labels are printed months in advance.  We are very sorry for the inconvenience.

  Sincerely,

  Cheryl's & The Popcorn Factory Customer Service

  Customer response

  12/02/2021

  This company has fed me that line for 9 months.  And it's been a lie all along.  I want this held open for 3 months because I don't believe them.
  

• Initial Complaint

  11/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for my Uncle who was going to be alone on Thanksgiving, thinking to brighten his day. Order #: *************** Order Date: 11/22/2021. I made sure to get a company near his location so that it wouldn't take that much time to arrive. I was given an arrival date of the 26th of November after I placed the order. I was like a day late is ok. I was given the tracking number and following info so I could keep up with the delivery. Product Number: ****** Arrives On or Before: 11/26/2021 Quantity: 1 Delivery Method: FEDEX Tracking #: ******************** I watched that package go the Pennsylvania and bounce around that state before coming back to Ohio. The 26th came and nothing was delivered so I contacted the company who asked me to give it another day. So I waited until the 27th...when it didn't arrive again I contacted the company through chat off their website and was told to wait yet another day and if it didn't arrive then they would make it right. I waited another day...and now today when I checked the status it says that it's in North Jackson, Ohio and that they attempted delivery but the business was closed. My uncle lives in Niles, Ohio. So I contacted the company again and was given the run around with the individual in chat blaming FEDEX saying they had 5-7 days to deliver the product. Nowhere on the website was I advised it would take that long. So I asked how they were going to make it right. They said I'm sorry for the inconvenience. Nothing else. Then I asked to speak to a supervisor and got zero response. Now I'm here because frankly I'm totally disgusted with the service, with the fact that my uncle, who doesn't go anywhere, has been waiting patiently for a package that will probably never arrive. He's out his gift and I'm out the money I spent. Shameful, disgraceful customer service!

  Customer response

  12/01/2021

  On the 29th of November I received an email from Cheryl's that said my order arrived.  However, after checking with the apartment office, calling the apartment manager where he lives and looking both at his front and back doors both on the 29th and the 30th my uncle never received the package. I am upgrading my request from wanting a delivery to wanting a refund.  I will purchase him something from another establishment.  It isn't just the fact that it didn't arrive but also the fact that they didn't want to do anything about the problem.  An order made on the 22nd and having been given a delivery estimate of arriving on or before the 26th....and then now it being the 30th and he still hasn't gotten it is unacceptable.

  The Fedex website says that it was delivered but when I went to their website previously it said that the package was handed off to USPS.  Then later that status changed to not being handed over to USPS and that the delivery was going to be through Fedex ground....so who had it?  Who has it now because he certainly hasn't received it. My uncles telephone number is ###-###-####.  He was really disappointed that it never arrived but I'm just plain furious.  It was a waste of time and money purchasing anything from this company.

  Rebecca Ramer

  
  

  Business response

  12/01/2021

  We are extremely sorry this gift was not received even though tracking shows it was delivered.  We have initiated a full refund for $49.98 and the customer should see the credit in 3-5 business days.  We apologize for the inconvenience.

  Sincerely,

  Cheryl's Customer Service

  Customer response

  12/02/2021

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

• Initial Complaint

  11/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed order *************** on 11/16, and it shipped 11/18. I have yet to receive it. I had guests who I bought these for and had no dessert to serve them because I was counting on them getting here on time. I called customer service numerous times and was told I’d get a refund but I never received a confirmation email or credit back to my card. What kind of scam is being run here?

  Business response

  12/03/2021

  We are very sorry the gift arrived later than requested.  A full refund has been issued to the customer.  One transaction for refund of $13.99 on 11/30 reference number *********************** and the balance of $34.99 also on 11/30 reference number ***********************.  These reference numbers can be used to verify refunds with customer's bank or credit card company.  We are also sending the customer a $30 savings pass that is good for one year from date of issue and can be used with any of our 1800Flowers companies.  We apologize for this customer's inconvenience.

  Sincerely,

  Cheryl's Customer Service Manager

  Customer response

  12/13/2021

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

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order of cookies on 11/15/21 in the amount of $119.95(order #***************). which states that the items are available to ship on 11/19/21. I called on 11/21/21 at around 12:30pm and spoke to someone by the name of Pat (whom did not provide his last name) and inquired on when the order will be shipped and since it has yet to be shipped if we can change the delivery date as my last inquiry online states requested delivery date for 12/1/21 in which I never made. I explained that the delivery date may arrive too late for the packages to be distributed. Pat states that he is unable to change the delivery date even though they have yet to ship. I asked to speak to a supervisor for clarification and was placed on hold for 23 minutes. Pat returns to the phone with dogs barking in the background and told me that he cancelled my order. I did not ask for my order to be cancelled, I only asked to speak to a supervisor so that I can understand why the shipping date can not be changed. Pat told me that I have to call another number in order to talk to a supervisor, which was the same exact telephone number that I originally called. At this time I am beyond furious that my order has been cancelled without any explanation nor has my question been answered. These items have been purchased to be distributed to registered nurses for their devoted assistance. I have been left with improper information. Also I made several attempts via email and was told that the order was cancelled without an explanation. Now I am left with nothing and have no idea how an order can be cancelled when I only asked to speak to a supervisor.

  Business response

  11/22/2021

  Called customer with apology for cancellation.  I was able to make order active again and we are able to ship on 11/23 to customer so she has by end of week.  She said she is satisfied with this solution.

  Customer response

  11/23/2021

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

• Initial Complaint

  11/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I’ve been calling customer service and can’t get a supervisor to return my calls. Second, I’ve sent two emails and neither one has received any type of response. To date, my cookie delivery has not arrived. The rep indicated they are not allowed to contact the carrier to get a status update. Very poor customer service.

  Business response

  11/12/2021

  Called customer with apology for delay of delivery.  We have refunded original order and also sending new item overnight to be delivered on 11/12 by 4:30pm.  We are very sorry for this customer's inconvenience.

  Cheryl's Customer Service Manager

  Customer response

  11/12/2021

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

*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. ↩