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Business Profile

Online Retailer

Cook Store Inc.

Headquarters

This business is NOT BBB Accredited.

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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/01/2023

      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 for a frying pan on September 29, 2022 and my credit card was charged immediately for the order. It has been well over three months and my order still hasn't shipped. I followed up with the business in November 2022 and in their response they said that the order will ship in a couple of weeks. A month later and my order still hasn't shipped so I followed up with another email in mid December 2022. I received no response from the company. I followed up again via email in late December and again, no response from the company. I tried calling the company but they don't give you the option to speak to a customer representative when following up on an existing order (they just instruct you to email them instead). I have also emailed to cancel my order and to get a refund since my credit card was already charged for the order but I have not gotten a response. Really bad business practice and I discourage anyone from ordering from this company.

    • Initial Complaint

      Date:09/01/2023

      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.
      On November 17, I placed an order with Cookstore.ca for $139. After not receiving a shipping notification for two weeks, I contacted the company, and was told that the parcel would ship within 14 business days, as per the company's shipping policy. Weeks later, I've been trying to contact the company repeatedly to inquire on the status of my shipment and to request a refund -- no response. I've tried to call, but the phone lines do not appear to be in service.

    • Initial Complaint

      Date:09/01/2023

      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 on-line order with Cook Store on October 9, 2022 for 3 items with a total value, incl. tax, of $116.36 - my credit card was charged immediately.

      On October 19, 2022 I had not received the items I'd ordered nor had the order shipped. I emailed the customer service email address. They responded on the same day, informing me some items are delayed and the order was now estimated to arrive in 2-3 weeks. I was satisfied with this timely response and waited for the order to arrive.

      On November 15, 2022 I had not yet received my order. I emailed the same customer service email account. I received a response the next day indicated again the items were delayed and the order was now estimated to arrive in early December.

      On December 12, 2022 I had still not received my order and in the ******* **** app it was still showing as not having been shipped so I emailed Cook Store customer service again. I received no reply to this email.

      I emailed again on December 14, 2022 - no reply receive.
      I emailed again on December 15 and December 17, still no reply.

      On December 21, 2022 I sent another message, begging for someone to reply - and sharing additional personal information in the hopes that someone at Cook Store would be sympathetic and also quite frankly professional, and respond with some sense of where my order was or when I would receive it. Still no reply.

      On December 31, 2022 I informed Cook Store that they had until January 6, 2023 to respond or I would file a complaint with BBB, the ******* ******** ** ******** ******* and report Cook Store to my bank and open an investigation to cancel the charges and refund the amount I had paid.

      I made one last attempt to reach Cook Store at a different email that I got when I called their phone number (they have no live phone agents and currently refer customers to [email protected] - the email address I used for this final message). I received no reply.

      All emails are attached. I'm now seeking a full refund.

    • Initial Complaint

      Date:09/01/2023

      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 sever hundred dollars worth of kitchen items on December 2, 2022. I received a confirmation from cookstore advising they had received my order. My credit card was charged. I have not heard from cook store since. I have emailed them at 2 different addresses and I have phoned them twice. There have been no replies. I have ordered from cookstore many times in the past with great results; this time I am disappointed, as well as concerned that I will lose my money.

    • Initial Complaint

      Date:09/01/2023

      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.
      Transaction made on November 27/2022 for
      12 Fortessa Northern Lights Aurora Blue bowls 7.8"
      and 8 ******** ******** ****** ****** **** ***** 10"
      Charged purchase to my credit card. Received an email right away confirming my order and the charge was made on my credit card. I have tried contacting the company by email and phone (mail box is full) with no response.
      I am looking for the product as ordered or a full refund to my credit card.

    • Initial Complaint

      Date:09/01/2023

      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.
      On July 15th, I ordered a dutch oven and ilfter as a birthday present. The website said it was in stock. I've ordered from them before with no problems. The money was charged to my credit card. I emailed at the end of july, and got a response back the same day, saying that it was on backorder for a couple of weeks. I emailed again in September, and the reply was that it was on backorder until October. In october, I emailed again and the prompt reply was that it would be shipping in 2-3 weeks. I emailed again at the end of November, and received no response. I've sent two more emails since, with no response. The phone number goes straight to voice mail, and the mailbox is full.

      Order #******
      Amount: $161.68

    • Initial Complaint

      Date:06/01/2023

      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 a cookware set on Oct. 24th,2022 and have not received my order. When I previously contacted Cookstore Inc. I was told I would receive my order by the end of Dec.
      When I now try and contact the company the phone mailbox is full and I have not receive a reply email from them when I write them. * ******* *** ********* ** ******** **** ******** *********** ************* * **** ******* ******* ***** *** *** **** *********** ****** *******

    • Initial Complaint

      Date:06/01/2023

      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.
      20th October, 2023
      Ordered on www.cookstore.ca the following. Paid $5,155.47 by etransfer to [email protected]

      Also spoke with ********* Brumm multiple times: *********@cookstore.ca

      **** - GIGA X8 Platinum Professional Automatic Coffee Machine with FREE $200 Gift Card - 15177 × 1
      $4,595.00
      **** - Professional ****** Filter Cartridge Blue - 71702 × 1
      $85.00
      **** - 3-Phase Cleaning Tablets 25 Pack - 24191 × 2
      $129.98
      ******** - Electric Milk Frother with Hot and Cold Function - ****** × 1
      $99.99
      Subtotal
      $4,909.97
      Shipping
      $0.00
      Taxes
      $245.50
      Total
      $5,155.47 CAD

      Multiple emails to [email protected], [email protected], [email protected] and telephone calls to 1 888 975 1595 during the period 20th October - 6th January, 2023

      Paid invoice attached

    • Initial Complaint

      Date:06/01/2023

      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.
      Hi, I ordered several items from cookstore.ca on 12 Sept. 2022, order number 190642. After inquiring mid-October I received 4 of the 6 items I’ve ordered. By mid-November I inquired again, and after writing 2 emails I received a reply saying that the remaining 2 items were anticipated to be available for delivery by mid-December. Starting mid-December I wrote several emails to [email protected] as well as [email protected], tried calling the hotline where one is told to write an email. So far all my emails have been ignored, ***** ** *** * ** ****** * ********* **** **** * **** * ****** ** ** ****** *** *** ******* ***** *** **** ***** ********* ***** **** ***** *** **** **** ** ***** ***** ******* ****** ** ****** *** **** ***** * **** *** *** **** ****** **** ******* ***** **** **

    • Initial Complaint

      Date:06/01/2023

      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 cookstore.ca on August 27, 2022. Confirmed order # ******. Total amount of $118.07 was charged to my credit card. The order has never shipped and it is now January 6, 2023. I have two emails indicated items are on back order. No indication of which items and none of the items have been received. I have requested a full refund at both [email protected] and [email protected] with no response or refund.

    Cook Store Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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