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Business Profile

Gift Baskets

Cheryl's

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gift Baskets.

Complaints

This profile includes complaints for Cheryl's's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Cheryl's has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Cheryl's

      646 McCorkle Blvd Westerville, OH 43082-8778

    • Cheryl's

      179 Easton Town Ctr Columbus, OH 43219-6075

    • Cheryl's

      1641 W Lane Ave Upper Arlington, OH 43221-3339

    • Cheryl's

      Kettering, OH 45429

    • Cheryl's

      500 Reliance Dr Hebron, OH 43025-9205

    Customer Complaints Summary

    • 50 total complaints in the last 3 years.
    • 27 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:12/28/2024

      Type:Delivery Issues
      Status:
      Answered
      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 12/15/24, I ordered 5 items from Cheryl's cookies to be delivered between 12/21/24-12/23/24 (order # W01005926472534 for $219.73). As of 12/22/24, one of the items had not yet shipped and I was afraid the items would not arrive before Christmas. This was a Christmas gift and I picked a delivery date range that would specifically allow some buffer time in case of delay. I spent 2.5 hours with the customer service chat feature. I was told a supervisor would contact me and no one has. What I believe happened was that the item I ordered, Traditional Gift Tower- Merry Christmas (Product # ******), become out of stock after I placed my order. I believe Cheryl's intended to substitute the item. I believe the item they intended to substitute with has also since become out of stock. I still have not received anything for Traditional Gift Tower- Merry Christmas, despite a delivery guarantee of 12/23/24. I paid $49.99 plus tax for that item. In an emergency situation, I saw they were still advertising that if I ordered within the next 6 hours, I could get an item by Christmas Eve, 12/24. So I placed ANOTHER order ( order # W01005929101942 for $51.71) to attempt to get something to bring to Christmas. That item also did not arrive by 12/24. The Happy New Year Gift Tower (Product # ******) I ordered 12/22/24 as an emergency arrived 12/26/24, despite paying for a service to guarantee delivery by 12/24/24. I would like a refund on the Traditional Gift Tower-Merry Christmas, and on the Happy New Year Gift Tower, as neither arrived by the time I needed them for Christmas.

      Business Response

      Date: 01/03/2025

      Dear ******, 


      Thank you for reaching out to us. 

      We're very sorry for the issues you have encountered with your order. We have always taken pride in providing high quality products and services but regrettably, this is not what you've experienced.  

      Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. A partial refund was processed on the order as of 1/3/2025. Your refund will be processed and returned to the original form of payment within 7-10 business days. 

      Again, please accept our sincerest apologies for any inconvenience this has caused, we hope to better assist you in the future. 

      Sincerely, 

      ******* *.
      Cheryl's Cookies
      Executive *****************

    • Initial Complaint

      Date:12/26/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 CHRISTMAS bucket of cookies from Cheryl's cookies, scheduled to be delivered to myself Dec 21st- 23rd, 2024. I was going to give this as a hostess gift on Christmas. It is now Dec 26th, Christmas is over. I've never received the item, and Fed Ex shows it is still in another state, with last movement Dec 24th. I called Cheryl's for a refund and they offered refund of my delivery fee ( IT WAS FREE) and redelivery of item. I said no, Christmas is over. Then they offered 50% refund on my order. I said no again. I did not receive a food item on the date promised and have no use for a Christmas item after Christmas. They went silent and stopped replying. I contacted my credit card company and filed a complaint. This type of shady business practice needs to brought to light.

      Business Response

      Date: 12/26/2024

      *********,

      Thank you for reaching out to us. I am truly sorry for the issues that you have been having. We see your order will not arrive on time and we have refunded your item. I have followed up with an email to your personal email with the amount and details of your refund and our Contact information.If you have any further questions, please let us know.

      Sincerely

      Candy H
      Cheryl's Cookies
      Enterprise Executive Services

      Customer Answer

      Date: 12/26/2024

      I would like to inform you, that after you forwarded my complaint, the parent branch of Cheryl's Cookies, 1800Flowers, reached out to me and gave me a refund. Though the amount was not abundant, it was the principle behind the matter. It's upsetting the length I had to take going through the BBB, but appreciate the assistance. Thank you.

    • Initial Complaint

      Date:12/25/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      12/05/2024 I have ordered cookies from Cheryl's for years without a problem. That all changed today. Trying to send cookies to a military family with a APO address and they will not send to APO addresses. Tried on their web page and also called and talked to different people with the company. They not only advertise that they send to ************ at APO addresses but also do it free. Horrible experience. **************** was of no help. Said they don't send to *** even though their advertising says they do. They have now lost my business! I have sent to *** address in the past. Don't say you support our military.

      Business Response

      Date: 12/26/2024

      *****,


      Thank you for reaching out to us. I am truly sorry for the issues that you have been having. We appreciate your feedback. I have followed up with an email and our Contact information. If you have any further questions, please let us know.

      Sincerely

      Candy H
      Cheryl's Cookies
      Enterprise Executive Services


    • Initial Complaint

      Date:12/23/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 gift on December 18th. It was supposed to be delivered between December 21st-23rd. On the 19th I received notice that it had been shipped. When I tracked it using the ***** # provided, it indicated it was scheduled to be delivered on the 26th. This was a Christmas gift that was supposed to arrive before Christmas! I would not have made the purchase if I knew they were not being truthful about the delivery date. I tried contacting the company using their chat features which did not work. I sent an email and did not receive a response. I contacted the company on ******** and received responses that said the ***** was not accurate and it would be delivered by the 23rd. It was not delivered by that date Their customer service is terrible and unhelpful. Told me to call the person I sent the gift to to see if they got it when the tracking # clearly states it has not been delivered. Then told me to contact *****. Told me it was out of their hands.

      Business Response

      Date: 12/26/2024

      ******,


      Thank you for reaching out to us. I am truly sorry for the issues that you have been having. We see your order will arrive past the expected delivery date and we will refund your item. I have followed up with an email to your personal email with the amount and details of your refund and our Contact information. If you have any further questions, please let us know.

      Sincerely

      Candy H
      Cheryl's Cookies
      Enterprise Executive Services

      Customer Answer

      Date: 12/27/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

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

    • Initial Complaint

      Date:12/23/2024

      Type:Delivery Issues
      Status:
      Answered
      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 cookies on 12/2/2024 to be delivered on 12/21-12/23/24. I checked my order several times in which it said my order was confirmed. On the day of delivery, I called because the order still did not show shipped. I was told my product was not available. I never received any email stating it was not available or for other options. **************** was terrible and he told me he was only allowed to offer me what was on his script. Would not transfer me and was hard to understand. I asked for a refund after he offered to late delivery a totally different product. I have still not received an email to confirm my refund and no credit card credit yet. Worst experience ever and now my Christmas gift was not delivered.

      Business Response

      Date: 12/26/2024

      ******,


      Thank you for reaching out to us. I am truly sorry for the issues that you have been having. I have provided a full refund in accordance with your request and a Savings Pass in further apology. I have followed up with an email to your personal email with the amounts and details of your refund and Savings Pass with our Contact information. If you have any further questions,please let us know.

      Sincerely

      Candy H
      Cheryl's Cookies
      Enterprise ******************

    • Initial Complaint

      Date:12/22/2024

      Type:Delivery Issues
      Status:
      Answered
      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 December 17th, I placed an order with Cheryl's Cookies for cookies for an event on December 24th. I read the shipping timelines closely, and the website guaranteed a delivery date by December 23rd. After they had shipped, the tracking updated to December 26th. The Order Confirmation page on Cheryl's website still said they would arrive by December 23rd. I certainly understand the reality of shipping delays, especially around the holidays. However, I never would have placed the order with Cheryl's had they not guaranteed the delivery date at the time of purchase. I believe the shipping timeframe was intentionally dishonest.

      Business Response

      Date: 12/26/2024

      *********,


      Thank you for reaching out to us. I am truly sorry for the issues that you have been having. We see your order has arrived on the expected delivery date and we have refunded your shipping. I have followed up with an email to your personal email with the amount and details of your refund and our Contact information. If you have any further questions, please let us know.

      Sincerely

      Candy H
      Cheryl's Cookies
      Enterprise Executive Services


    • Initial Complaint

      Date:12/20/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 cookies on 12/17/24. When I received my confirmation it contained the wrong shipping address. I immediately sent emails and phoned customer service to rectify this issue. After talking to several representatives they were unwilling to help me change the address or refund my money. Now the cookies are somewhere in *******. They were supposed to go to ********. I had to reorder anothher box so it would arrive by Christmas. My original order of cookies was no longer available. I therefore ordered another box which would not have been my first choice. I hope the new box goes where it is supposed to be shipped. I want my money back for the first box of cookies that were never delivered. I would not be filing this complaint if Cheryl's customer service had been willing to help me. First and last time I will ever order their cookies again.

      Business Response

      Date: 12/26/2024

      Dear ******,


      Thank you for reaching out to us. I am truly sorry for the issues that you have been having. I have provided a full refund per your request. I have followed up with an email to your personal email with the amount and details of your refund and our Contact information if you have any further questions, please let us know.

      Sincerely

      Candy H
      Cheryl's Cookies
      Enterprise Executive Services



      Customer Answer

      Date: 12/26/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

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

    • Initial Complaint

      Date:12/19/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 am writing to express my ongoing frustration regarding my order W01005923640958, (72 holiday cutout cookies) which was placed on 12/7 and was supposed to arrive by 12/10-12/11. Unfortunately, it is now 12/19 and the order has been lost in transit and has not been delivered, and my efforts to resolve this issue have been unsuccessful.I have spoken with several representatives, two of whom assured me that a replacement order would be sent out (see attachment of emails.) However, when I followed up with additional inquiries, I was told by others that the original order is set to be delivered the next day, which it never is. This conflicting information has left me confused and dissatisfied.Additionally, each time I respond to an email, I receive a reply from a different representative who seems to have no knowledge of the prior conversations. The lack of continuity and attention to the previous emails has caused significant delays and confusion in resolving this matter.This order was intended for an event that has already passed, and I am now requesting an either a prompt replacement order or a full refund. I believe this is a reasonable expectation, given the circumstances.I trust you understand the importance of resolving this issue quickly, and I would appreciate your urgent attention to it.Thank you for your time, and I look forward to a prompt and satisfactory resolution.Sincerely,***** ***********

      Business Response

      Date: 12/26/2024

      *****,

      Thank you for reaching out to us. I am truly sorry for the issues that you have been having. We see your order has arrived and I have provided a full refund per your request. I have followed up with an email to your personal email with the amount and details of your refund and our Contact information if you have any further questions, please let us know.

      Sincerely

      Candy H
      Cheryl's Cookies
      Enterprise Executive Services


      Customer Answer

      Date: 12/26/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

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

    • Initial Complaint

      Date:12/12/2024

      Type:Product Issues
      Status:
      Answered
      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.
      The worst customer service ever. I ordered a set of *********************. ********************* were flat and hard and not the normal standard. It was definitely a bad batch. **************** *** offered me a $10 coupon toward a future order. That covers 3 cookies and not the shipping. Their live chat was the worse experience. It took 4 ***resentatives and still not resolved. Their website says products guaranteed but I guess not?

      Business Response

      Date: 12/13/2024

      Dear *****, 


      Thank you for reaching out to us. We are very sorry that your order arrived in the quality that it did and for the poor customer service you received after.  

      Upon investigating it does look like a replacement order was issued yesterday and is scheduled to arrive 12/14/2024. We have also issued a $15 Savings Pass which will be emailed to you in approximately 5 days, this can be used on any future orders with us or any of our family of brands at the top of our website. 

      Again, we apologize for any inconvenience this has caused and hope to better assist you in the future. 

      Sincerely, 

      ******* *.
      Cheryls Cookies 
      Enterprise ****************** Specialist

    • Initial Complaint

      Date:12/12/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 3 orders with 3 different addresses and tracking is not available and I have wasted money . Ordered online and will not do it again. Tried call and got 800 Flowers! Unacceptable business practices.

      Business Response

      Date: 12/17/2024

      Dear *****,

      Thank you for reaching out to us. I am very sorry for any inconvenience this may have caused. We know you spoke with one of our agents but we wanted to send a response here as well.
      We have issued a refund of $37.98. Please allow up to 10 business days for the refund to post with your financial institution. Thank you!

      Sincerely,

      ******** *.
      Cheryls Cookies

      Customer Answer

      Date: 12/18/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

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

    Cheryl's is NOT a BBB Accredited Business.

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