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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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.

Initial Complaint
Date:01/05/2023
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.
November 2022 order $313.68 of cookies
Cancelled order towards end of November 2022
Never received credit on credit card
Called 12/12/22 told it would appear withing next billing cycle
Called again week of 12/19/22 and told someone would call me right back that day - no call received
Called credit card company to file dispute with them - they tried to contact Cheryl's Cookies to dispute and have on file until 2/11/23, but have had no success in getting a hold of anyone either, so charge on my credit card still
Called 1/5/2023 again told that someone would call back, but don't know when and not able to give a phone number to call to resolve.
Business Response
Date: 01/09/2023
Notes on file indicate customer was contacted on 1/6/23 about full refund for $313.68. In checking payment and refund system refund went through on 1/7/23. We are very sorry for the lenght of time this took to resolve and for the customer's inconvenience.
Sincerely,
Cheryl's Customer Service Manager
Customer Answer
Date: 01/10/2023
I accept the business's response to resolve this complaint.
Initial Complaint
Date:01/02/2023
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 received a large gift basket of the buttercream frosted cookies as a gift from my employer. They arrived December 24th. I don’t know if they might have ended up stranded in the snowstorms before getting here but they are hard the frosting comes off in chunks. Even tried putting them in the microwave and the frosting won’t even soften. Just makes
Me upset that the company probably sent them to a lot of employees and if they were all like this - it was a lot of money wasted and they would be very disappointed this happened.
Business Response
Date: 01/04/2023
We are very sorry the recipient was not satisfied with the gift so we are sending a new gift that will arrive between the 9th-13th. We are out of stock of the original item but this gift contains a nice variety of our buttercream cookies. We hope they enjoy these. If the recipient has any further concerns we encourage them to contact us at ###-###-#### or email [email protected] and we will be happy to assist them.
Sincerely,
Cheryl's Customer Service Manager
Customer Answer
Date: 01/12/2023
I accept the business's response to resolve this complaint. The business quickly sent me a really nice assortment of their cookies. They are delicious. I appreciate their rapid and complete response.
Initial Complaint
Date:12/18/2022
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.
When I placed my order for Cheryl's cookies (through the ***** * ***** *** ****), I was given the option to choose a specific delivery date. I did so and was charged $5.00 to choose 12/23. I did so because my family is traveling and they would not be home. The item was delivered a week early, creating a safety risk by having a box in front of an empty house for a week. I contacted ***** *** ******* 10x and they finally told me that they could not find my order. Then they said it was actually a Cheryl's order and I would need to talk to them. I talked to them and they refused to offer a replacement, stating I did not pay for the extra shipping -- even though I have a receipt showing that I did. Notice in my orders that this order shows DELIVER ON, not deliver BY like the other orders.
Business Response
Date: 12/20/2022
We are extremely sorry for this customer's experience with not receiving the proper level of customer service she should have and the number of interactions she had to go through. We have refunded the customer's order in full for $59.99 and have also sent her recipient a replacement order of cookies to arrive on 12/23 as originally requested. The customer should see the credit in 5-7 business days. Again, we apologize for the inconvenience.
Sincerely,
Cheryl's Customer Service Manager
Customer Answer
Date: 12/20/2022
[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:12/15/2022
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 placed a order for Cheryl’s Cut-out Cookie Dough and Buttercream Frosting Set on 12/13/2022 and today I checked the tracking number and USPS says they still waiting for the package it has been more than two days and they still have not shipped the package. According to Cheryls cookies website Cheryl’s Cut-out Cookie Dough and Buttercream Frosting Set ships two days.
Business Response
Date: 12/18/2022
Reached out to customer with apology and offer to reship his item overnight on 12/19 for delivery on 12/20. He accepted via a phone voicemail. We have a set up error for this gift that we are fixing and that is what caused it to ship a less expedited manor. I told customer in follow up email I will send him Fed Ex tracking number on 12/19 for new order.
Sincerely,
Cheryl's Customer Service Manager
Customer Answer
Date: 12/19/2022
I accept the business's response to resolve this complaint.
Initial Complaint
Date:12/15/2022
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 December 7, 2022, I ordered three separate sets of boxed cookies to be delivered to my clients. I provided exact addresses, the person to deliver to, and paid for the goods and shipping charges. I was able to confirm with one of my clients that they received their package. The other two have not seen their cookies. I clicked on the tracking numbers Cheryl's provided, and it shows delivered. I work out of each of these locations daily, and could not find any evidence of the package being delivered. I contacted Cheryl's, and was first offered a $20 coupon for my next order. I told them I wanted to have my clients receive what I had paid for. The customer service person then asked me to confirm the shipping address, which I did. They then argued that I hadn't provided an address verification and said they were closing the matter. A copy of the emails will be attached with this complaint.
Business Response
Date: 12/15/2022
Tried to contact customer by phone but unable to leave message so followed up with email. Apologized for situation as items should have been replaced after first email when customer said they had not been delivered. I assured customer we have some coaching opportunities to follow up on with staff to ensure items like this are handled correctly in the future. Customers order has been refunded in full and they will see the credit in 5-7 business days. Customer did respond to my email and was satisfied with apology and refund.
Sincerely,
Cheryl's Customer Service Manager
Customer Answer
Date: 12/15/2022
[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. The response from their customer service manager was what I had initially anticipated receiving from a company like Cheryl's. I appreciate their attention to my complaint and wish them the best.

Regards,

*** *******
Initial Complaint
Date:11/29/2022
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.
I placed an order on Nov. 1, 2022. I received a confirmation notice right away. The cookies were to be delivered on Nov. 23. I received several ads after the initial confirmation, but no info about shipping. On Nov. 19 I called to inquire about the order. I was told they could not fill my order for items requested. After extended conversations it was agreed that I would purchase an item that was available. However, I was not allowed to use a coupon, which I had applied to my earlier order. I am very unhappy with the poor customer service I received. Promised phone calls to resolve my complaint never happened. Very poor first experience. I won’t be back.
Business Response
Date: 12/05/2022
We are very sorry for this customer's experience and their order has been refunded in full including the cancellation of their Passport membership. All refunds for a total of $72.53 have been processed as of 12/1/22.
Sincerely,
Cheryl's Customer Service Manager
Customer Answer
Date: 12/05/2022
I accept the business's response to resolve this complaint.
Initial Complaint
Date:11/26/2022
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.
I purchased a yearly Celebrations Passport membership on September 20th 2022, which was set to auto-renew on the year anniversary. On November 23rd 2022 a charge of $19.99 was posted to my credit card. I did not make any purchase to warrant this charge nor had any current active monthly subscription. When I called their customer service on November 25th 2022, I was told the charge was for the Celebrations Passport auto-renew. The representative said that I should not have been charged so early, but wouldn’t issue a refund because she didn’t know why I was charged so early. The second time I called back, I was told they couldn’t refund me and to call my bank. It’s unfathomable that the company unlawfully charged me with refusal to return the funds after acknowledging wrongdoing. It wasn’t just from one representative. I talked to multiple people on each call.
Business Response
Date: 12/13/2022
Called customer and left voice mail and also followed up with email. The $19.99 charge on 11/23 was for a club order that the customer had that had been received on 11/8. I do not know why the customer was not charged until the end of November but I was able to show the customer through screen shots from the payment system and the order system that the charge of $19.99 matched to the club order. The customer's club was canceled at some point after that shipment so no further items will be shipped. I left my contact information if the customer needs to discuss this further. We apologize for any confusion.
Sincerely,
Cheryl's Customer Service Manager
Customer Answer
Date: 12/19/2022
I am rejecting business response not because it was different from the original response on 11/25, but because the charge is erroneous. Their response indicated that the $19.99 charge on 11/23/22 was reoccurring from the single box club purchase from 09/20/22. However, that club subscription was canceled after received them confirmed by Celebrations Passport’s customer service on 10/25.
Customer Answer
Date: 12/30/2022
The order delivered on 11/08 was charged on 11/23. This club subscription was canceled on 09/23. Cheryl’s customer service confirmed on 10/26 that all cub orders in my account were not active.

I was given no notification of the order delivered on 11/08. Charging me over two weeks after the perishable was delivered, gave no time to notify the recipient to send the product back.

Essentially, Cheryl’s cookies sent a canceled subscription in my name then charged me weeks after it was delivered with no invoice or delivery notification then not taking any responsibility for their mishap. When I called about the charge they did not say it was for a club purchase and that it was for the celebrations passport renewal. Seven different conversations with Cheryl’s reps, on 11/26, all said it was the celebrations passport. This is simply fraudulent or at the very least extremely sketchy and bad business practice.
Business Response
Date: 01/09/2023
The $19.99 fee that was charged for the club subscription that was delivered has been refunded. The club has been canceled and no further shipments will be charged or shipped. The customer should see the refund in 7-10 business days. We apologize for the confusion and inconvenience.
Sincerely,
Cheryl's Customer Service Manager
Initial Complaint
Date:11/18/2022
Type:Billing 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.
Cheryl’s has a Passport program that gives free shipping for 29.99. I received an early renewal offer for 19.99 which I took. I spoke with an agent and told him I did not want automatic renewal. He assured me he removed it. Later I checked and it was not. I removed it. Couple weeks later I am charged again for automatic renewal. I spoke with agent and they gave me (supposedly) a refund for new amount. I want the 19.99 refunded too because I refuse to deal with a company that lies to their customers. Clarice (agent I spoke to) refused
Business Response
Date: 11/22/2022
The customer's Passport membership has been canceled per their request and the refund has been initiated for $21.61. The customer has been contacted with the details of the cancellation and the refund. We apologize for the error of the renewal.
Sincerely,
Cheryl's Customer Service Manager
Customer Answer
Date: 11/23/2022
I accept the business's response to resolve this complaint. refund was issued
Initial Complaint
Date:11/04/2022
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 Cookies to be delivered on October 31,2022. Never delivered. Would not resend order at price I paid. Customer service dropped my call and did not return call as promised.
Business Response
Date: 11/14/2022
We apologize the order was delivered late and shows that it was refused and returned to us. A full refund for $21.94 has been initiated and you should see credit in 3-5 business days. We have also initiated a request for a $20 savings pass that can be used with any of the 1800Flowers companies and is good for 1 year from date of issue. We are sorry for any inconvenience.
Sincerely,
Cheryl's Customer Service Manager
Customer Answer
Date: 11/25/2022
I accept the business's response to resolve this complaint.
Initial Complaint
Date:10/05/2022
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 ordered cookie 10/5 for a friend in rehab. I found out a few hours later she was going home fri. I called to get the address changed i was told the cookies shipped and would arrive 10/13. She has a broken hip lives over an hour from rehab. I have no way of getting them. I asked for my money back i was told a supervisor would call and nothing.
Business Response
Date: 10/06/2022
We apologize that your order was already in process and unable to be changed. These sampler items take a bit longer to go through the postal service so we try to ship soon as possible. Your confirmation should have specified delivery estimate. I have verified that your credit card was not charged the $12.99. Only an authorization went through and will drop off according to your bank or credit card company rules. I am sorry for this inconvenience.
Sincerely,
Cheryl's Customer Service Manager
Customer Answer
Date: 10/07/2022
I have not been refunded yet. I just want to make sure that happens
Business Response
Date: 10/10/2022
The customer was not charged. An authorization was processed on 10/5 for $12.99 which is standard procedure for a purchase. It is not a deposit. The customer canceled the order later that same day so no deposit ever went through. In checking transactions an authorization reversal occurred on 10/8 for $12.99 so customer should no longer see an authorization. We would suggest the customer check with their credit card company or bank that the authorization has dropped from their account.
Sincerely,
Cheryl's Customer Service Manager

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Cheryl's is NOT a BBB Accredited Business.