Complaints

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:05/03/2024

  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 April 26th, I ordered 3 cookie cutters. Present with bow cookie, balloon cookie cutter,and birthday hat cookie cutter. It cost $12.16 in total. I got an email that said that my ordered was accepted and that orders should be shipped within 1-2 days and I would get a notification when it was shipped. Four days later, (April 30th) I still didn't have a notification, so I emailed ********************************** to get an update on my order. A week later, and I have received no response, nor any update that my cookie cutters have been sent!

  Business Response

  Date: 05/10/2024

  *******,

  I understand that we have done a poor job of communicating the status of your cookie cutter order and I apologize for the inconvenience.
  
  As the owner of *** Clark ***** I did some digging to determine what we did wrong.
  
  Your order reached us at 10:42 PM eastern time on Friday April 26. 
  Being well after business hours, we would not see the order until Monday morning the 29th.
  With order in hand, our goal is to ship within 1-2 business days. 
  We shipped the order the next day, being Tuesday the 30th, with **** tracking # **********************.
  The cookie cutters arrived at your house on Monday, May 6. 
  
  So, what went wrong on our end?  We had three errors.
  1.  You emailed us on Tuesday the 30th and Friday the 3rd.  Unfortunately, our customer service representative was on vacation that week.  We did not thoroughly check her email ************************************ while she was gone.  I say thoroughly because we skimmed her email on Wednesday looking for some specific orders but did not read every email.
        a. Solution:  We have two items to fix.  First, we need to make sure our ********************************** email is completely read every day.  Second, we need to change the info@ email address as it gets hundreds of emails every day.
  
  2.  Our new website was just launched in February.  It appears that the shipping confirmation email is not going out.  We are sending an order confirmation, but not the shipping confirmation.
  
  All 3 of the above-mentioned errors are being addressed on our end.  I appreciate your feedback and apologize for the stress we have caused.  The good news is that your cookie cutters were delivered on time, and I have attached a copy of the tracking page from ****.
  
  I have a favor to ask.  We currently have an A+ rating with the Better Business Bureau.  This rating is important to us,  We work diligently to deliver quality product on time.
  
  Would you be willing to contact the BBB and retract your complaint?
  
  Make more cookies,
  Ben Clark - CEO

  
  

  Customer Answer

  Date: 05/13/2024

  [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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/02/2023

  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 over $100 worth of cookie cutters for Christmas gifts. The delivery address on the package was incorrect and the package was returned to the company. I have emailed three times in the past three weeks asking for my money back and no one replies. There is no phone contact number.

  Business Response

  Date: 01/10/2023

  We have responded to this customer and I believe that she is satisfied with the resolution.  The customer's first two emails were flagged as spam and not delivered.  The email security system quarantined her messages.  As a result, we were not able to respond until the third message was sent and delivered to the appropriate mailbox.

  Unfortunately, we were not aware of the delivery failure by the **** until the package was returned to us on December 28, 2023 and the customer's third email was received.  This matter has been resolved to the customer's satisfaction.

  Customer Answer

  Date: 01/11/2023

  [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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************