Complaints

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

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• 

  Cook Store Inc.

  PO Box 3130 Windsor, ON N8N 2M3

• 

  Cook Store Inc

  7085 Tomken Rd Mississauga, ON L5S 1R7

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.

• Initial Complaint

  Date:06/12/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 ******  On Sept. 18/22, I placed an order for **** appliances, namely a toaster and electric kettle, totalling $802. My credit card was charged that amount. Their Standard email response to each of my inquiries was that the items were on backorder for two weeks. That was three months ago. I have lost faith that the order can be filled and am now requesting that my order be cancelled for a full refund.

• Initial Complaint

  Date:06/12/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 set of knives from cookstore.ca on sept 13th 2022, order number ******. After approx 3 weeks, I called in and spoke to gentleman; who at that point in time admitted the item was on back order; however it should be arriving within the next couple of weeks. It is now December 5th. I have emailed their support, since they never answer the phone. Got a response finally stating that as of Wednesday November 30th - stating it will take another 1-3 weeks… I am so frustrated. I have emailed 2 times since asking for a refund, with no reply. I paid 379.04$ - all I want is my money back, it’s taken far too long. If at the time of purchase I had any indication online that this item was on back order I would have purchased locally, and avoided this headache. I understand it’s a busy time of year, and respect that this is evidently not a priority but at the end of the day - I think a response within 24hrs is reasonable, 48 is fane too. It’s just that this all leaves a distaste - it seems as soon as I asked for a refund I was welcome with a wall of silence. I’ve tried calling, tried emailing… please help. Thank you so much in advance.

• Initial Complaint

  Date:06/12/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Placed order for product on website... it indicated 2 to 3 weeks delivery. I was billed immediately. After 3 weeks the online order still showed status Confirmed so I sent email and was advised the order has been delayed another 2-3 weeks. I sent another email about 3 weeks later asking for the order to be canceled if it had not yet shipped (it hadn't). The next business day the company replied that they would gladly cancel the order but first they wanted me to see if I would buy something else from them instead (store credit). I immediately replied - no - please proceed with cancelling the order. No response to this... I have sent follow-up emails asking for confirmation... no response to any of these. I tried calling - but their phone support is just a fake-out - it simply plays a message in a loop advising contact must be by email. I tried their online chat - the individual I chatted with advised he could not help - and that I had to use email. Then I checked for company reviews and discovered this is normal for this company... fail to delivery - fail to cancel and refund the order and instead offer store credit - then break off communication.

• Initial Complaint

  Date:06/12/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Coffee Maker from Cook Store Inc. and have been totally unable to get information from them
  An email with a link to a tracking order will not work. It all seems like a scam. The 1-888 number just tells you
  to send an email that doesn't get answered. I have seen similar reviews with the same problems.

• Initial Complaint

  Date:01/12/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 the Cook Store on October 31st. Order # is ******, paid $372.89. The Pan I ordered was listed in stock and would ship in 7 days. I made the purchase, money was taken instantly. 7 days passed and no word. I sent an email and was informed the item was on order and would ship in 2-3 weeks. I waited another 3 weeks and no word. I emailed again and was told the item still wasn't available and would taken another 3 weeks. I requested a refund. Got bo reply so I sent a new email asking for a refund. They answered that one but didn't offer a refund, instead insisting it will ship in 3 weeks. I replied again saying that was too long and I wanted a refund. No answer. I sent another new email asking for a refund. They replied offering a $30 gift card, no refund and promised it would ship in 3 weeks. I've replied asking for a refund again but I don't expect an answer unless I send a new email. They also still have this item listed as in stock on their website when it's very clear it isn't. Terribly misleading to the customer and very disappointing as I see alots of similar complaints here. Trying to support a Canadian business but it truly feels like I am being played.
  All I want is my money back and to put this terrible customer service experience behind me.

• Initial Complaint

  Date:07/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dear Better Business Bureau, On October 30th I placed an order from the cookstore for a
  ORDER ****** ********* - Home Bakery Mini Breadmaker - ******** × 1
  and was charged $353.84 right away.
  
  When I ordered it, I assumed they had this in stock however, when I saw that they had processed my payment but not sent me a notice that my order would be shipped, I contacted them. They said they don't have the item in stock, but it should be in in a few weeks and offered to send me a different item instead. As this item was a gift and a considerable amount of money, I was alarmed when they said "it should be in in a few weeks" and I expressed concern. After looking this company up, I saw that hundreds of people had fallen victim to this same practice and some waited four months or more for their product. I want a refund on this product immediately, and I do not feel that this is a legitimate business practice. They were very flippant about when this might be sent and I can't afford to have them hold my money like that and not send the product as promised.

  Business Response

  Date: 08/11/2022

  Hello Aviva, this order has been cancelled as requested, have a good day

• Initial Complaint

  Date:04/11/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 the cookstore.ca September 30. I received a confirmation email stating they would contact me once the order shipped. 2 weeks after hearing nothing I contacted them by email on Sept 12 asking when I could expect my order would ship. They responded on the 13’th stating they were expecting shipment in two to three weeks from their supplier. This despite the fact that their website stated that they had the items I ordered in stock. Their Website still states they have the items in stock. I am unable to contact the company by phone. They do not accept calls for orders placed and they do not seem to answer calls requesting order assistance either. It is now Nov 14’th and the items still have not shipped but the company has taken my money 288. $ the order consisted of a sewing chair from the reliable corporation and three pie plates. I contacted the supplier this morning and they have verified that the cookstore is one of their customers but that my order has never been placed with them. I have contacted my credit card company and initiated a dispute for the charges billed. I believe that I have been scammed and lied to by this company and that their business practices are disreputable. Please investigate.

• Initial Complaint

  Date:03/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an item. It was immediately billed to my credit card. But not shipped. And I have NO answers to my emails about follow-up. This has been the third email ignored. When you call their 1-888 number, there is no answer, just music, or a pre-recorded music. I want my money back but have no way to efficientely communicate with them as they ignore us.

  Customer Answer

  Date: 03/11/2022

  Complaint ********. I see in my complaint no outcome was written down. But I had specified I wanted my order to be cancelled and to be refunded. I have received an email from Cookstore.ca saying my order is cancelled and a full refund has been issued. Thank you.

• Initial Complaint

  Date:26/10/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 online an ***** - Floor Model Stainless Steel Dough Sheeter - ************** × 1 for my company Organigram. Order number ******, it was placed Sept. 28, 2022. The item was listed as in stock my company did a wire transfer of the full price of the equipment.
  After numerous unsuccessful attempts to contact them through phone and email I went directly to their supplier.
  I was told by ***** that they are waiting for payment from cook store to release this for shipping to us. They have been paid in full for over a month. Cook store misrepresented to us that they had this item in stock and would ship after payment.

• Initial Complaint

  Date:24/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 the Cook Store. I received the order but wish to return it. I have phoned the number but they dont allow you to speak to a person. You are directed to email them which I have done many times with no reply from the company.

  Business Response

  Date: 24/10/2022

  Hello, we just checked our system for any tickets from ************************* and there is nothing within the last 30 days.  Can you please confirm you emailed [email protected]? Simply send an email and request an RMA and we'd be happy to assist you!