Business Profile

Gift Baskets

Cheryl's

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

50 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

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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:12/12/2024
Type:Delivery 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.
On 10/27/2024, I placed an on-line order at Cheryl's Cookies. You have the option to choose your delivery date, so I choose 12/12/2024-12/13/2024 for my delivery date. A day prior to 12/12, I contacted Cheryl's chat to get the tracking for the order. I was informed there was NO tracking available, but I was ASSURED that the order would arrive to me by 12/13/2024. On 12/12/2024, the tracking was now available, with a delivery date of 12/14/2024. This date is too late for the event that I needed the order for. I contacted chat again and was brushed off. The ***resentative stated that my delivery date was ONLY one day off. If Cheryl's is not going to honor a customer's choice of a delivery date, then this should not be an option in the check out process. I requested a refund, but the *** kept trying to get me to accept a reship of the same order; which defeats the purpose because I would still not get the order by 12/13 pm time. I would like Cheryl's to refund my $60.58; which was on a gift card ending in #****. I am now having to run around and find a ***lacement for this late arrival order!
Business Response
Date: 12/13/2024
Dear ******,

Thank you for reaching out to us. We are very sorry that your order may arrive tomorrow after the time when it is needed.

Upon investigating it does look like the package was scanned yesterday by ***** approximately 2 hours from it's destination. Very sorry that there have been no updates from *****, which we have asked them to look into. We do have hope that this package will still arrive today and we will keep an eye on it.

We do also see that a full refund was processed on this order as of 12/12/24. A new Savings Pass, which acts as a gift card, with the full amount will be emailed to you in approximately 5 days. If you do not get that email, please reach out to us and reference the order number, that card information will be located on the order.

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

Sincerely,

******* *.
Cheryls Cookies
Enterprise ****************** Specialist
Customer Answer
Date: 12/20/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22678289

I am rejecting this response because: To date, I have still not received any kind of refund or gift card in the amount of $60.58. I havent received any email and there is nothing listed in my Cheryl's account. I have no idea where the refund or credit is, but this is VERY unacceptable!

Regards,

****** *******
Business Response
Date: 12/23/2024
Dear ******,

Thank you for reaching out to us. We are very sorry for any inconvenience you may have experienced.
We do see that a full refund was processed on this order as of 12/12/24. A new Savings Pass, which acts as a gift card, should have been mailed out at the time of the refund, but was not.
A Savings Pass has been issued to you today and will be located in an email within seven days to you're confirmed email address.

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

Sincerely,

******* S
Cheryls Cookies
Enterprise ****************** Specialist

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:12/10/2024
Type:Delivery 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 ordered cookies as finals care packages for my two college daughters. Selected a delivery date and was told they would arrive between Dec. 7-9. Now, the estimated delivery is December 13, which is when my daughter will not even be at college at all any more (she leaves Dec. 12). I reached out to ****** and get a refund. Was told I could only get a $15 credit toward a future purchase. I paid for cookies that I was promised would be delivered within a certain window, but it won't make it there at all in time. So now I have paid for a meaningless delivery that my daughter will not even receive.
Business Response
Date: 12/11/2024
Dear April,

Thank you for reaching out to us. I am very sorry that your order was not delivered on your intended delivery date and for the poor customer service you have received. This is not the experience we want you to have and we want to do everything we can to make this right.

As requested, I have issued a full refund for the order that had a delayed delivery date of 12/13/24. Your refund is being processed and will be applied to your original form of payment. Please allow up to 10 business days to post to your financial institution.

In regards to the second order, I have confirmed that we received a confirmation of delivery from ***** on 12/10/24; however, as this would still be past the intended delivery date we ask that you please reach out to us if your recipient did not receive this order and we will be happy to assist you.

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

Sincerely,

******* *.
Cheryls Cookies
Executive Services
Customer Answer
Date: 12/17/2024
[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.
Initial Complaint
Date:12/03/2024
Type:Customer Service 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.
Paid to renew my *********** ******** on 10/23/24. My credit card was charged. My account still shows inactive and I am not able to order anything with free shipping. I have made 3 calls to Cheryls and nothing has been done.
Business Response
Date: 12/05/2024
Good afternoon,
We have spoken with the customer. We apologized for the issues she had with using her Passport Membership and informed her that the Passport Membership has already been refunded and informed her of the refund timeline.
Sincerely,
***** **
Executive Priority Services-Customer Care
Customer Answer
Date: 12/06/2024
I accept the business's response to resolve this complaint.

Regards,

**** *********
Initial Complaint
Date:11/30/2024
Type:Delivery 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.
Ordered Thanksgiving cookies on Sunday, November 24th for delivery on Wednesday, November 27th to my brothers house. I paid a $26.99 up charge to guarantee 2 day delivery. Then, on Saturday, November 29th, I get an email from Cheryls announcing that cookies would arrive on Thursday, December 4th (8 days after promised delivery date). Series of emails ensued. At first they were blaming me for not doing priority mail. That implies that they didnt even bother to look at the history of the order. I dont know if these are AI generated responses or what, but Im just amazed at the lack of responsibility they refuse to take for their mistake. They offered to credit the shipping charge, but Im disputing the total of $64.36 through my credit card company. Theyre Thanksgiving-themed cookies, AND I also purchased a Thanksgiving-themed card for $4.95. Plus, my brothers going to be out of town for two weeks. Its an oft-used cliche, but the dollar amount is secondary to the principle of the matter.BTW, their cookies are delicious, but I will NEVER purchase them again. EVER!
Customer Answer
Date: 12/03/2024

'******* *****' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
Attachments
Mon, Dec 2, 6:49 PM (13 hours ago)
to disputeresolution

Original receipt dated on 11/24/24. Please note arrival date of 11/27/24. As I write this on 12/2/24 @ 17:48, cookies still have not arrived!
Business Response
Date: 12/05/2024
Dear *******,

We are reaching out to you in response to your email dated 11/30/2024.

We are sorry for the disappointment you experienced in not getting the cookies delivered on the date requested and especially for Thanksgiving!
We value you as a customer and having reviewed the issue we have processed a full refund of $64.36. This process can take up to 10 business days to be reflected to your original form of payment, it depends on your financial institution.

Please note that the order was delivered to your recipients on Dec 4, 2024.

Thank you for saying how much you enjoy our cookies and we look forward to your placing another order with us soon!
Wishing you and your family a truly wonderful Holiday Season!

Sincerely,

****** R
Enterprise ****************** Specialist
************
Customer Answer
Date: 12/05/2024
[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.
My faith in customer service has been restored. Thank you both to Cheryls Cookies and BBB for resolving this issue. I do hope that Cheryls is able to resolve their shipping issues because we love their product!

Regards,

******* *****
Initial Complaint
Date:11/21/2024
Type:Delivery 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 made an order on November 9th for my daughter’s birthday. Cheryl’s Cookies was supposed to send it out and have it delivered no later than the 15th. The order didn’t leave OH until the 12th and did not arrive at my daughter place until the 20th. I asked for a refund as I would have ordered from somewhere local if I knew they were not able to get orders out on time. I might have blamed Fedex BUT it seems this is a regular occurrence with Cheryl’s Cookies. I think they are charging their customers for 2 day shipping but actually sending it ground or in this case via pack mule. Though their “help” chat I was sent through a number of representatives. The first of which apparently didn’t work for Cheryl’s Cookies despite me accessing their service directly through the Cheryl’s Cookies website. I was eventually connected with a someone that did work for Cheryl’s but was only offered a refund on shipping. I have contacted the business via email about a refund but received no response.
Business Response
Date: 11/22/2024
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 service 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. We have processed a full refund. Your refund will be processed and returned to your original form of payment within 7-10 business days. We have also sent a $10 Savings Pass that will arrive in your email.

Again, we apologize for the inconvenience this matter may have caused; and hope to deliver a smile for you soon.

Sincerely,

***** **
Executive Services
Cheryl's Cookies
Initial Complaint
Date:11/01/2024
Type:Delivery 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.
In December of 2023 I purchased a Cookie Subscription for (1) year. Once a month, cookies would be delivered to my elderly Mother. This subscription started in January 2024, and was to continue thru December 2024. My Mother is: J*** ****** ** * **** *** ***** **** ************ ** ******
The cookies arrived every month until September, when they did not arrive. I reached out to Customer Service online, they shipped the cookies.

Again in October, the cookies failed to arrive. I contacted Customer Service, they said they would ship them… they did not.

First it’s a chore to get a human being, then when you do, they refuse to answer any questions.

I want them to honor our contract, or refund my money.

Thank You
Business Response
Date: 11/06/2024
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 service 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 full refund was issued for 1 months order as of 11/5/2024. Your refund will be processed and returned to the original form of payment within 7-10 business days.

We have scheduled a delivery of 12 Frosted Candy Cane Cookies for December 2nd, 2024.

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

Sincerely,

******* **
***********
Executive Priority Services
Customer Answer
Date: 11/13/2024
Good Morning,
Thanks to the Better Business Bureau for assisting to get action from this feckless company.
November cookies were received yesterday.
Promised refund was posted yesterday as well.
At this point, all promised obligations HAVE BEEN MET by Cheryl's Cookies.
It is my desire to drop this complaint at this time with a heartfelt thanks to the BBB!
Best,
**** *****
Customer Answer
Date: 11/14/2024
Good Morning,

Thanks to the Better Business Bureau for assisting to get action from this feckless company.

November cookies were received yesterday.

Promised refund was posted yesterday as well.

At this point, all promised obligations HAVE BEEN MET by Cheryl's Cookies.

It is my desire to drop this complaint at this time with a heartfelt thanks to the BBB!

Best,

**** *****
Initial Complaint
Date:10/21/2024
Type:Delivery 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.
paid $122 for them to never deliver my order and they will not call me . Called multiple times and they will not answer. **************** is horrible. Ordered on 10/16/2024
Business Response
Date: 10/21/2024
Good afternoon,

Thank you for reaching out to us. We have reached out to the customer and spoke with them about order #*********. She had spoken for another agent about an hour prior. We made sure she was satisfied with the resolution on the order. Replacement order #********* was issued to her for delivery on 10/25/2024. She stated she will be satisfied as long as this order is delivered. They were thankful that we reached out.

Sincerely,
*******, T
Executive Priority Service
Customer Answer
Date: 10/21/2024
[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:06/27/2024
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 had previously ordered their myster box boasting 24 cookies. I noticed they had a second mystery box that had brownies and cake slices included for the same price. I bought two as gifts. When they were delivered they had half the amount of cookies and no brownies or cake slices. I sent an email asking why. Customer service stated they sent out a "substitution" instead of the mystery box. They didn't even notify me until after I asked about it! So essentially I got half of what I ordered and they just hoped I wouldn't notice. Then, they offer me a $10 credit. I paid $60 and am missing out on more than half. Also, a credit does me no good when I have no desire to order from a company that will randomly leave our have of the product you ordered and hope you don't notice. I would like a refund or the other half of my orders delivered. They were gifts! How embarrassing!
Business Response
Date: 06/28/2024
Dear ******,

Thank you for contacting us. We are very sorry for the product issues regarding your order. Per your request, we issued a full refund for your order yesterday. Please allow up to 10 business days for the refund to post with your financial institution.

Once again, we apologize for the inconvenience you have experienced with us.

Sincerely,

********* **
Executive Services, Enterprise Customer Care
Cheryl's Cookies
Initial Complaint
Date:06/19/2024
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 put an order in for delivery of a gift box. The day of delivery (past 5 pm), the company emailed me and said the gift *ould not be delivered for *eeks later. The email said to call a customer service number to cancel or change the order. After calling the number, the customer service rep said there *as no *ay to change the order and that I *ould need to dispute the charge *ith my credit card company. The company charged me for an order, refused to refund it, did not deliver it, and said there *as nothing that could be done. The customer service rep admitted that this *as theft and he had no *ay of refunding or other*ise helping me.
Business Response
Date: 06/28/2024
Dear *****,

Thank you for reaching out to us. *e're very sorry your order *as not delivered and for any inconvenience this has caused. *e at Cherly's Cookies have al*ays taken pride in providing high quality products and service but regrettably, this is not *hat you've experienced. Although an apology does not make up for your disappointment, *e *ant you to kno* that *e are truly sorry. Upon revie* of our records, *e see that your order has been fully refunded on 6/20/2024 and since your card *as only approved and not captured that amount *ill fall off in 3 to 5 business days. Again, *e're very sorry for all of the issues you encountered *ith your order and for any inconvenience these issues have caused.

*e hope to better assist you in the future.

Sincerely,

****** *
Executive Priority Service,
Enterprise Customer Care
Initial Complaint
Date:06/18/2024
Type:Service or Repair 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 06/11 from Cheryl's. I paid an upcharge for a specific delivery date. That date (06/14) came and went and the order never arrived to the recipient. I contacted Cheryl's on 06/15 and they said just because I paid the upcharge to pick a date, it did not guarantee delivery on that date because I didn't also pay for overnight delivery (it doesn't state this anywhere on their website). The chat rep said the order would arrive on 06/17. Today is 06/18 and the recipient still did not receive the item (it has been sitting at the same location per the tracking since 06/14). At this point I just want my money back so I can go to another company and order something else for this person whose birthday was 06/14. I also want Cheryl's to be held accountable for up charging their customers to pick a delivery date, and then list that date (per my attached document) as the delivery date and then state that the date is not guaranteed unless you pay another additional charge for overnight delivery. As a business how do they get away with this deception? I am disappointed that each experience with Cheryl's gets worse and worse and unfortunately I am done giving them another chance. I just want a refund to be able to go on my way and utilize another business that values the customer experience.
Business Response
Date: 06/19/2024
Dear ********,

Thank you for contacting us. We are very sorry for the delivery issues regarding your order. We have issued a refund for the shipping per your request. Please allow up to 10 business days for the refund to post with your financial institution.

Once again, we apologize for the inconvenience you have experienced with us.

Sincerely,

Katherine R.
Executive Services, Enterprise Customer Care
*****************
Customer Answer
Date: 06/20/2024

Better Business Bureau:

I accept the business's response to resolve this complaint. They refunded the shipping and I was able to purchase another gift from a different consumer last night. As of this afternoon, the item from Cheryl's has still not been delivered per the tracking. I did decline having another resent when I was contacted by the business because I bought the item only for the cookie jar and didn't want a duplicate jar sent (plus I have major concerns with how long it would take seeing how long the first item is taking).

Regards,

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

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Cheryl's is NOT a BBB Accredited Business.