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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:09/12/2022

      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 2 Swiss Army knives on November 22, 2022. The company I ordered from is called the Cook Store. I paid the store $235.18 which they took out of my account on the day I ordered the knives. The knives according to the website were in stock at the time I ordered them. They were going to contact me when they shipped the knives. The order number I was given is ORDER ******. I have been trying to email and to phone the company to find out the status of my order but have not received any emails back from them and all my phone calls are just on hold. Most of them for at least half an hour and some longer but nobody ever answers the call.
      After the fact I have done more searching online and have found other people have not had good experiences with this company as well. I should have done more research before ordering. This does not change the fact that they have taken my money and that I have not received any product or that I am not able to get in touch with the company!

    • Initial Complaint

      Date:09/12/2022

      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 14, 2022 I ordered a ***** hand blender/food processor combination. Cookstore charged my credit card immediately. As I had not received confirmation of my order I followed up on November 24 by email. They responded immediately and said that they did not have the item I ordered, they expected it the following week and would email me as soon as it shipped. As I did not hear back, I followed up by email on December 5, 7 and 8 (with no response) and by telephone on December 7 (no option to speak to human!?!)

      After seeing all the people who have had similar experiences I am super disappointed.

      **I don't have any supporting documents as they did not send me a receipt

    • Initial Complaint

      Date:09/12/2022

      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 ordered items and they have not arrived. I have tried to contact the company and it is impossible to get through. The phone numbers do not work - no one answers after hours and hours of waiting. No emails are answered, no customer service and no response. I have spent over 2k and I want a refund. *** ******** ** ****** *** * ** ** **** ****** ** ***** **** ** ** * ******* ***** ***** **** **** ***** ** ******

    • Initial Complaint

      Date:09/12/2022

      Type:Product 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 and online order November 4th, 2022, with Cook Store, for two items. ORDER # ******. Totalling $670.07. My credit card was immediately charged on November 4th for the full amount of $670.07.

      On the website it said the items typically ship in 7-10 days, but there was no indication on the website that the item was not in stock or back ordered. Had I known that, I would have ordered from another retailer.

      I waited and had no communication from Cook Store regarding my order.

      On November 22nd, I emailed Cook Store and asked for an update. I was told the items were out of stock and they said “I hope it arrives within the next two weeks”. I double checked the website and there was no indication that the items were out of stock.

      I emailed again on November 27th. Again I was told it should be arriving within the next two weeks.

      I emailed again on December 6th, asking for an update. I received no reply. Realizing this was not going to work for me and I didn’t think I would receive my items, I requested a refund by email on December 6th. I did not receive a reply. I had tried calling the 1-888 number and did not get a live person on the phone. The recording said I would get faster service by email.

      I sent another email asking for a refund on December 7th. Still no reply.

      I’d just like a refund. I realize some items are out of stock or backordered however the website does not state that.

      Cook Store, please refund my order of $670.07 to my credit card.

      Thank you, ****** ******

    • Initial Complaint

      Date:09/12/2022

      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 ****** for three items placed on November 26, 2022 for $113.33 Got an email confirmation the same day, and my credit card was charged at the same time. I never heard from them again and I started to get concerned because some of the order was relatively time-sensitive (holiday-related.) Emailed their contact address December 6 but heard nothing back. Called phone line but told to email to [email protected], so emailed that address the next day. Have not heard anything since, and cannot contact them by phone because their phone line is only a recorded message and you can't actually talk to a real person.

      At this point I don't really trust this company; I've given up on getting anything when I need it, and would prefer to cancel my order and get a refund.

    • Initial Complaint

      Date:09/12/2022

      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.
      Made a purchase on Cookstore for a Christmas gift on November 28 for a cutlery set for 139.99. Received an order confirmed email but have received no communication since then. It has now been 10 days with no email updates or order confirmation. I have tried to call multiple times and have sent an email for an update with no response. I would like a full refund immediately please.

      Very suspicious that when you place a call to this "Canadian Business" it takes you to a USA 1888 number which then directs you to a question line or order line. Either one of these numbers automatically hangs up on you. There is no waiting number or call back number to speak to anyone.

    • Initial Complaint

      Date:09/12/2022

      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 confirmed on October 28th. Order number #******, at NO time of purchase or at confirmation was the product noted to be on back order. The order was charged to credit card.

      November 2nd tried to contact company via phone option unavailable, encouraged to leave an email for the "fastest times in the industry" email sent no response for one business day.

      November 3rd utilized the online chat assist feature that aids customers buying new products, regarding my problem follow up email sent after same. informed product on back order 2-4 weeks and to be shipped.

      December 1st- Email sent once again asking if the product did remain on back order or if a refund was possible. No response from company unable to reach by phone.

      December 5th- Informed message would be sent to BBB in regards and lack of response

      December 8th- At the time of writing no communication has been received. Junk emails have been checked on a routine basis as well. ****** ******* ***** ****** **** ********

    • Initial Complaint

      Date:08/12/2022

      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 Thursday November 24, 2022, I ordered a *********** replacement coffee carafe from cookstore.ca and used an ******** ******* card to pay for the purchase. The transaction shows on my card statement for $119.77 paid to SP Cookstore.ca Windsor ON. I have not received the product and have not received any response from the vendor. I tried calling them but they do not answer. Their voicemail message suggests reaching out to them at [email protected] and I asked for details as to when I might expect the product but they didn’t respond. I have now read reviews for them as well as comments on your website. Now I want my money back. Please assist me in this matter. Thanks.

    • Initial Complaint

      Date:08/12/2022

      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 15 I ordered a SMEG kettle from the Cook Store (Order # ****** SMEG kettle). On November 27 I emailed to ask the status of my order. On November 28, they responded saying the order would be taking 2-3 weeks for them to receive and once they received it they would ship it. I responded on the November 29th. asking them to cancel my order and refund me. I needed the product before then. On December 1st I received the same email as I received on November 28. I responded to that email reiterating that I wished to cancel the order and requested that they confirm receipt of my request and initiate the cancellation. Despite emailing 2 more times I have not heard back from them since December 1st. I have called the company but you can not speak to any one in person. The only option for assistance is via email. Their voice mail also promises that they will respond within 24 hours of your email. However since requesting a cancellation, they will not respond to any email and I can not reach them via phone. I am concerned they will send this product despite my request to cancel the order. This will involve me having to return at my expense and I am not confident they will honour their return policy since they will not even answer my email.

    • Initial Complaint

      Date:08/12/2022

      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 Nov 29, it says it would arrive within a week. A week has passed, nothing has happened. I have tried calling customer service line and also emailed a few times, but no one responded. I want to find out the status of my order, as it is intended as a gift. Waited on the phone for over 30 mins, and the line got cut off - a few times. Emailed the 2 different emails I found on their website, and no respond. For the money I paid for the item, the customer service is ridiculously.

    Cook Store Inc. is NOT a BBB Accredited Business.

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