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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:03/01/2023

      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 $167.00 worth of items from The Cook Store on December 2/22. I live in Toronto, the business ( if it exists) is in Windsor.
      My **** showed the purchase the same day.
      I have emailed 3 times & have attempted to call the business several times. After long waits on the phone, it hangs up on me.
      This company is impossible to contact & other than the charge on my card, I have nothing from them.
      The ‘company’ has a shiny website but that’s it.
      I was trying to support a Canadian company rather than purchasing from ******! ??

    • Initial Complaint

      Date:03/01/2023

      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 10 piece industry ******** cookware set from Cook Store on Nov 21, 2022. Total price is $1468.99 CAD. I have not yet received this item. I have called 3 times and sent 3 separate emails as instructed to their [email protected] to get some sort of status on my item. I have not heard back from their support staff which they claim will respond within one business day. I have no other way of reaching this vendor to seek a refund other then to call their 1-888 and send emails to their so called support team at the [email protected] site. I want to take this to the media and seek legal action if there is no resolution. It’s a lot of money and I have heard nothing back. There is nothing in my junk mail folder either. Please help me seek a full refund. Thank you.

    • Initial Complaint

      Date:03/01/2023

      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.
      Order was purchased over a month ago and have not received any communication for the company.

    • Initial Complaint

      Date:03/01/2023

      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.
      Confirmation of my order number ****** received by email that the item was being prepared to ship. Money was taken from my ****** account (and therefore credit card) on date of order Nov 25/22. No tracking information, message of shipment was ever received. When it was clear that the item was not coming for Christmas I wrote 2 emails as directed on their phone message and website with no response. I have also tried to call several times and no one ever picks up the phone. They just tell you to email which I have done. The website now says that this item is out of stock and yet they did not refund my money. Neither they, nor ****** have a right to take my money on an item until it has shipped and then not even notify me or refund my money if they can't supply the item. I complained to ****** on Dec 8th and they said it needed to be referred to the seller. They have ignored ****** as well. After waiting 20 days further still no response. I have now escalated the matter with ****** and they have sent another message to the seller instead of demanding my refund. I am also considering reporting this as a fraud to my bank as I do not think I should have to keep waiting while businesses kick this around like a football. I am owed $237.29 Cdn.

    • Initial Complaint

      Date:03/01/2023

      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.
      We bought a pepper mill from them for 57$ or so on Dec 1. No confirmation email has ever arrived despite the money coming off the visa immediately. My husband called and emailed multiple times to find out if it had even shipped let alone inquire about the lack of confirmation email (not in spam or anything either, he scoured that). the voice message when your calls them just says to email them. No way to get into a queue or talk to anyone. No emails have ever been responded to. It feels incredibly shady to be completely unable to get ahold of anyone ever in almost a month. Attached is a screenshot of our visa billing since we have nothing else to prove they charged us.

    • Initial Complaint

      Date:03/01/2023

      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 $350 from the cook store (cookstore.ca) and they have not made any attempt to ship my purchases. * ******* ***** ******* *** ******** **** ** * **** ******* * **** ** *********** **** * *** ***** ********

    • Initial Complaint

      Date:03/01/2023

      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.
      Ordered Online Nov 14th, charged my credit card, never shipped the product. They do not answer there phone and they do not answer emails.

    • Initial Complaint

      Date:03/01/2023

      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 an item from there website in October after 3 weeks I contacted them because my item did not ship and I didn’t receive a receipt even though I was charged.
      They informed me that my item will be shipping out within two weeks. It has been two months and have not answered any of my emails or calls in regards to this.
      I’ve looked them up and this is a common problem - even though they are authorized sellers to large companies.

    • Initial Complaint

      Date:03/01/2023

      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 have placed an order on their website cookstore.ca NOV 28th, i haven't received the items and i have emailed them DEC 18th and their phone message says to do this, and there phone message says they'll respond in 24 hours and i have had no response (i've checked my junkmail) and no items have been received!!!

      invoice ***************** ***** 2 pc cast iron fry pan set graphite grey ***** ***

    • Initial Complaint

      Date:03/01/2023

      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.
      Sept 15, 2022 - Purchased a cutting board from cookstore.ca ******** - 16" x 12" Marine Collection **** ***** Board Item $42.99, Taxes $12.99, Shipping $7.28, Total $63.26 Canadian Order # 190916

      Sept 29, 2022 Sent an email to [email protected] inquiring about the status of the item. Received a reply that “shipping is delayed, with an expected delivery of mid-late November”.

      Nov 27, 2022. Sent an email to [email protected] and [email protected] inquiring about the status of the item. Received a reply “I apologize for the delay on your order, our current supplier of ******** products has been having a hard time getting in quantities enough to fulfill our outstanding orders with them and has recently informed us that they will no longer be carrying this brand.
      We are currently trying to locate a new supplier or see if ******** is switching to direct shipping but it is highly unlikely that we will have a new supplier for this brand before the new year.
      Given that this is the case we wanted to make sure that you had a heads up and if you would prefer we would be happy to help you find some suitable alternatives that are more readily available or refund your ******** item.”
      I replied that “I would like find a suitable alternative”

      Nov 30, 2022 – Received an email “I apologize for the inconvenience- we have a new distributor for Teak I just secured the inventory and it is expected to arrive within the week.
      Would you like to wait for your original order?”
      I replied “yes I would like to proceed with the original order, instead of finding an alternative”

      Dec 10, 2022 – Sent an email to [email protected] and [email protected] inquiring about the status of the item. Received no response.

      Dec 14, 2022 – Sent a follow up email, requesting a refund with no response.
      ********* ** **** ** ***** * ******* ***** **** **** ********* ******** ** ******** **** ***** ******

    Cook Store Inc. is NOT a BBB Accredited Business.

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