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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:12/10/2022

      Type:Order 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 ordered 4 Norpro butter spreaders online onAug 19 2022 payment cam out of my credit card on Monday Aug 22 41.75 I have not received anything. I have called their phone number twice and left my E mail and have heard nothing very disappointed.

      Business Response

      Date: 13/10/2022

      Hello Barrie, we apologize for the trouble, we have went ahead and refunded your order in full for the trouble. Have a good day Barrie!
    • Initial Complaint

      Date:06/10/2022

      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 made an online order with cookstore.ca on Aug 20 and it is still not shipped as of today in October. Now thinking of the impossibly strange order number I had, and that they have almost daily ‘verified’ customer reviews citing shipping is fast etc, I believe the web store is a hoax, so I maybe should not be surprised to find the company here on BBB’s list with some other people’s complaints. The items purchased were in stock then for my purchase but upon my status inquiry two weeks after the order, I was told something was delayed. A typical merchant would have inform the consumer about an out of stock item and offer changes to be made or cancellation of the order. However not the case here. There maybe a tactic here to drag out the timeline. I have not received anything as of today. I am filing this complaint to seek refund and cancellation of the order by the merchant. I have also send an email to the merchant requesting to cancel, but yet to receive any response. Thanks in advance for your kind assistance in my case.

      Business Response

      Date: 06/10/2022

      Hello *****, when you made the purchase one item unfortunately was backordered - *** ************ *** ***** **** ******* ***** **** ******, the rest of your order is in stock and we can simply cancel and refund that BROW-7454071 and ship the remainder of the order. Does that work for you?

      Customer Answer

      Date: 06/10/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ***** Chan
    • Initial Complaint

      Date:04/10/2022

      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.
      Hello,

      I placed an order with Cook Store on Sept 15th, 2022.
      It was for three ***** ****** and my credit card was charged immediately for $109.17 (full amount)

      I received an email confirming the order the same day but no communication since. I have emailed numerous times with no response. They also do not pick up phone calls at any time.

      I now see online, and your site, that this is a common problem and many people have been ripped off by this company. I would like a refund or the product shipped.

      On a larger scale, this business needs to be shut down.

      Thanks very much, **** *********

      Business Response

      Date: 04/10/2022

      Hi ****, unfortunately the 3 products you purchased are backordered as per the website, so we're waiting on them to come in to complete your order. Unfortunately if an item is out of stock we cannot ship it until a replenishment comes in, that said if you'd prefer a refund we can do that for you as well, our apologies for any inconvenience this has caused. Have a great day!
    • Initial Complaint

      Date:23/09/2022

      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.
      Hi,

      The date of my transaction was September 20th, 2022.
      In the amount of $113.91, ORDER ******.
      Item that was purchased: ******* * *** **** **** *** *** **** *** * ******** * * * sent an email on September 21, 2022, asking if they had shipped my item since I did not get an email stating it was sent. They have not yet responded to my email.

      Cookstore Inc. HST/GST NUMBER ********* ****** Order Placed on: 09-20-2022

      Business Response

      Date: 23/09/2022

      This order has been refunded in full, have a good day
    • Initial Complaint

      Date:22/09/2022

      Type:Billing 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.
      Hi,
      I placed an order on last September 7th (Order No. ******). I received only some of the items I ordered on September 14th. Cook Store already billed my Credit Card for the ENTIRE purchase. One of the items I received was not as described on their web site. I sent an email and pictures. I received a quick answer that proposed me to return the item or to get a 20$ discount. I accepted the discount but since then, nothing! No refund on my crdit card, no more answers to my emails. I decided to make research about this company and I found few web sites of reviews with stories like mine. I want this credit and I want to know when the other items will be shipped. If they can't provide a date of shipping, I want a full refund for the missing items (113.38$) plus the discount offered (20$) for the discrepancy of what I received.
      Thank you for your help!
      ********

      Business Response

      Date: 22/09/2022

      Hi ********, I'm not sure what happened and why the $20 wasn't issued but that refund was just issued for you. Our apologies for the delay, and have a wonderful day.

      Customer Answer

      Date: 27/09/2022

      I am rejecting this response because: My previous message was clear: If you can't provide a shipping date, refund me! So, I will take a full refund of the missing items.

      Business Response

      Date: 28/09/2022

      Refund has been issued.
    • Initial Complaint

      Date:19/09/2022

      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.
      On Sept. 8 I placed an order for an **** ***** **** and peel to be shipped to my cousin in Carleton-sur-mer -- I immediately received an order number via email but NOT a tracking number.

      My bank account has been charged for $950.23CAD - but I still haven't received a tracking number, and it's impossible to contact anyone. I have tried calling ("we are closed in observance of the holiday...") emailing (no reply) and even social media (it's impossible to post on their Facebook page).

      Having seen the number of complaints about delays and non-responsiveness from the company, I would like to request a full refund.

      Business Response

      Date: 20/09/2022

      Hello *******, we were indeed closed yesterday in observance of the holiday for the national day of mourning for the queen's death, however we are now back open and happy to assist. The product you purchased is not in stock as per the website and is backordered, if you're still interested we will have it shipped as soon as it arrives or if you'd still prefer a refund we completely understand and we can do that for you as well, just let us know. Have a good day!

      Customer Answer

      Date: 21/09/2022



      Complaint: ********



      I am rejecting this response because:

      I wish to receive a full refund.



      Sincerely,



      ******* *****

      Business Response

      Date: 21/09/2022

      The order has been refunded as requested, have a nice day

      Customer Answer

      Date: 23/09/2022



      Complaint: ********



      I am rejecting this response because:

      It is still unclear whether I will be issued a refund - there is no mechanism for requesting this anywhere on the site and no one has responded via email. 

      I still wish to receive a full refund. 




      Sincerely,



      ******* *****

    • Initial Complaint

      Date:19/09/2022

      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 purchased a ******** espresso maker (#*********) mid May 2021. It was backordered and I had no contact from the company except that it would be delivered within a month. By July it still hadn't been shipped. I received it in August. In the time since, we have maintained the appliance, used brand cleaners etc (done all of our due diligence) and the machine has been slowly breaking down, specifically electrical. It will turn on and off without direction and lights flicker when used. I've reached out to them, seeing as how the machine in faulty and I've gotten no responses.

      Business Response

      Date: 20/09/2022

      Hello *****, as this product was delivered in 2021 you will actually have to contact the manufacturer for warranty service, they will be happy to assist you further with this issue and get you fixed up!
    • Initial Complaint

      Date:09/09/2022

      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 purchased a toaster from Cookstore.ca on May 31st,2022. I did a follow up on the item via email on June 16th, 2022. I received an email back on June 16th, 2022, informing that the item was on back order and Cookstore.ca would be receiving the item at the end of July. I did another follow up via email in July to see if they had received the item, no reply. In fact, I have sent the company 4 emails in total from July to September. These emails were sent to [email protected] and [email protected]. No one has replied to any of my emails. I also called ************** several times, I got an automated voice mail that informs you to email helpdesk. In my last email I am requesting that they cancel my order and credit my credit card in the amount of $286.64. The Order #******, amount $286.64, for item: **** * * ***** **** ***** ******* ***** * *********.

      Business Response

      Date: 26/09/2022

      Hello, this order has been refunded in full as requested, have a good day!

      Customer Answer

      Date: 28/09/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.




      Sincerely,



      ***** ****** ****
    • Initial Complaint

      Date:31/08/2022

      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 placed an order on August 3, 2022 for $955.46. The funds were charged to my **** right away. By August 27 I had not received the order and I emailed the company to cancel the order. * ******** ***** ******** *** **** *** ******* *** * **** **** ********** **** ******** *********** I received a response on August 29 stating that a few of their staff were away recently as a result of family emergencies so they are late in replying to tickets. They offered to send me the one item from the order that they had in stock OR would issue a refund for the total amount. I responded immediately requesting a full refund and did not receive any further correspondence. I emailed twice more with no response. I informed them I would be filing a complaint with BBB. I have also contacted **** for assistance in recouping the funds. In my experience, reputable and legitimate business' do not collect funds until the order has shipped and send out regular updates regarding your order status. They will communicate which items are not in stock and an expected shipping date. Most importantly, they do not ignore requests for information about their order or requests to cancel/refund items.

      Business Response

      Date: 01/09/2022

      This orders been refunded in full, we believe this issue is resolved at this time but feel free to reach out if we can assist further, have a good day.

      Customer Answer

      Date: 01/09/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Within 24hrs of contacting the BBB the business responded and a full refund is now PENDING on my ****.  THANK-YOU BBB!!!



      Sincerely,

      Michelle Lund
    • Initial Complaint

      Date:30/08/2022

      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 a very simple order of items that were labelled online as in stock on August 2nd 2022. My order number is 187503 with Cook Store.

      I never received an email or anything from the store. When I emailed them directly on Aug 15th to check in. Then again on the 17th as I had no reply form the previous email. They emailed me back on the 17th in regards to my refund and asked if I would like to wait 4 more weeks for the items ordered. I declined and asked for my refund.

      I heard nothing back from them so I filed a complaint through ****** which I used to purchase the items. They responded by asking if I would like a refund and I clearly stated for the 4th time that I would like a refund.

      I have followed up with 2 more emails this week and have had no response. I just want a refund for my order.

      Business Response

      Date: 30/08/2022

      Hello, this order has been refunded in full as requested, have a good day

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