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Business Profile

Online Retailer

Cook Store Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Cook Store Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Cook Store Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 303 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I completed order ****** on Nov. 14, 2022 and paid in full on my credit card. I have not received any of the goods that I ordered. I have sent several emails to various contact addresses and to date have received no reply
      or acknowledgement of any sort.

    • Initial Complaint

      Date:10/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a number of swiss army knives for gifts for Christmas totaling $1259.48 on October 14th. Prior to placing the order, I called cookstore and spoke with a representative to confirm they could honour the 2-3week delivery for these items. After waiting the 3 weeks, I hadn't heard anything so I reached out via email. The company representative was very responsive again and we went back and forth throughout November with a new promise of November 30th delivery. November 30th came and went without any update. Despite sending emails and calling the support line throughout December, I have heard NOTHING back from this company. They have ignored all communication since November 29th. I was planning on just waiting for the order and was being patient with supply issues but I am now very uncomfortable with the lack of communication and I would prefer to cancel my order completely. This is a HUGE amount of money and I am feeling upset after reading so many other issues with this company. My order number is ******. I have the complete email chain of correspondence if that is needed please let me know.

    • Initial Complaint

      Date:10/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an order on September 27th, 2022 for Knives/Cooking Pans/Torch for a total of $1056.24 (order number ******).
      I assumed the items were in stock b/c my credit card was charged right away. I waited an nothing arrived. There was also no shipping documentation given. As they do not have anyone you can talk to regarding orders you are directed to send an email - as I did on October 20th, 2022. The response noted that they apologized for the delay but my items should arrive in 2-3 weeks. I was assured that my item will ship as soon as it arrives. I sent subsequent emails on December 9th, December 27th, and January 4th - ALL OF THESE EMAILS DID NOT GET RESPONDED TO.
      The business has not tried to reach out to fix this problem at all. I tried to contact my credit card company to help me at this point.

    • Initial Complaint

      Date:10/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order back in November 2022 and haven't received it yet. I've tired many attempts to call and email cookstore, but not a single response. I am worried I got scammed since they took the funds, but unable to deliver anything or issue a refund.

    • Initial Complaint

      Date:10/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchase some plates and a waffle machine on November 24, 2022 from the Cook Store.

      *************************   I received at confirmation email and was charged $221.42 through *** ***. Their HST registration number on the receipt is
      ********* *****

      I have not received the products. When I call the telephone number it says my inquiry has to be sent by email.

      [email protected]

      I have sent emails but they are never answered. Please advise on my course of action. Thank you.

    • Initial Complaint

      Date:10/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Cook store on Sept 12 2022. On October 6 I emailed to ask where the order was, as I had no communication from the store. On October 11 they told me it would be 2-3 weeks, and then it would ship. I heard nothing after that, and emailed again on November 25 asking about the order again. On November 28 they emailed back and said they expected my order to be fulfilled by end of week, and gave me a $10 discount for the delay. It is now January 9 2023 and I still have not received any communications about the order, and it still has not shipped. This is absurd that we are 4 months later and it still hasn't shipped - and I have had to follow up with them time and time again about it.

    • Initial Complaint

      Date:10/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an online order with Cookstore.ca on December 1st, 2022 for a Staub 10" cast iron pan. They quickly processed the order and immediately sent me a receipt with a message that i would be sent an email once the order had been shipped. I have not received any communication since that time. When I tried to contact them with the phone number listed on the website I get the message "Mailbox full" , also they do not respond to emails.

    • Initial Complaint

      Date:10/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered product worth 309.71 off of their website and never received the product. My credit card was charged. I have emailed and called several times with no response. The phone number on the website now says the voicemail is full. I have since read others reviews having the same issue.

    • Initial Complaint

      Date:10/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on November 23rd for three items for a total of $286.62. I emailed them on December 19th because I had not received any of the items. I also tried calling them multiple times. Their order line put me on hold and then cut me off multiple times. I emailed again on January 5th. I have not had any response to my emails. Now, their phone message says that the inbox is full.

    • Initial Complaint

      Date:10/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a purchase from Cook Store on October 19 for some kitchen utensils (7 items total) - I chose Cook Store as they mention they’re a Canadian shop, and I enjoy supporting local businesses. They also had some good prices and actually said they’d match advertised pricing. Following the online purchase, I followed up on the following dates (MM/DD) for an update to shipping:
      10/23, 10/25, 10/26 and received a note on 10/28 that most of my order is expected to arrive next week. I followed up on 11/03, 11/04, 11/07 and 11/09 and no updates. I received a notification on 11/15 that something was on its way and that my order will be split into multiple shipments. I received two of 7 items on 11/16. I sent an email on 11/25 and received a reply on 11/28 saying the remaining items are delayed but that they are expected to arrive in 2-3 weeks. I reply 3 weeks later (12/13), 12/14, 12/15, 12/19, 12/21, 1/04 and finally 1/06 with no response. At this point I’ve requested a refund on the order but there has been zero communication. I’ve tried calling Cook Store and no one ever answers.

    Cook Store Inc. is NOT a BBB Accredited Business.

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