Cheryl & Co. / Cheryl's Cookies
Reviews and Complaints

I ordered a cookie subscription from Cheryl's cookies online. When there was a problem with the order, I received an email that directed me to call customer service. The customer service number took me to someone in the Philippines who could not help me. I was transferred to two other people in the Philippines who also could not help me. All three directed me back to the online store. The online store could not resolve any issues, they just directed me to call the customer service line – in the Philippines!

This is horrible!

I recently ordered Cheryl’s Cookies and never received them. I ordered online on 10/28/23 and pkg went out 10/30/23. Here it is 11/9/23 and the tracking still shows my order still in Ohio with no movement at all showing, much less headed to CA. I called Customer Service and I think it was in another country. The woman gave me a memorized dialogue that she was sure I would get my order. Well my order is still not moving so I did a live chat today and told them I want a refund. Their reply was that they can’t cancel my order now. They completely skirted the issue of a refund. So tell me, if the cookies show up in a few days would you want to eat them being 2 weeks old? I wasted that money andCheryls won’t do anything about it.

I'm a regular customer of Cheryl's Cookies & order all the time. Ordered cupcakes yesterday for 19.99 & today they're reduced to 16.99 so I called & asked for a discount of 2.00 to use on my next order or a promo code to use towards my next order & was told no. Today is 10-31-2023 & ordered 10-30-23 All I asked for is either a credit of 2.00 to use on my next order & very disgusted with the CS I got. Been shopping with Cheryl's for years & usually get great CS! Don't know what's going on with the company but won't refer them to friends anymore. I'm on a fixed income & 2.00 is alot of money to me! Very angry!

I placed an order to be delivered for a friend's birthday and estimate was delivery between 8/2 and 8/7. On 8/1, the order arrived in Olathe, KS where it sat through today 8/7. I tried the "Chat" feature on the Cheryl's site to determine where the order was and received canned statements telling me that on the FedEx site, it showed delivery today, 8/7. When I clicked the FedEx link they sent (I'd already been to the site), it showed cookies were in Olathe, KS and hadn't made progress to Wichita and stated "No scheduled delivery date available at this time". I responded to the person on chat that this was the case and they disconnected the discussion as they didn't have a cut and dried response for this. I had this exact chat conversation 3 times today and finally at 5:45 p.m., found an 800 number online for 1-800-flowers and the friendly customer service person there was able to give me a direct number to Cheryl's Cookies. I called Cheryl's and the girl I spoke with confirmed that it looked like the order was lost and resent the order for 2 day deliver, which is days after the birthday. Cheryl's need to publish a phone number on their website for customer service as their "Chat" employees are not well trained. Anyone actually looking at the FedEX site could tell that the order was not out for delivery.

We have been customers of Cheryl's Cookies for 10 years and have spent over $40k with this Cheryl's. I say this to let you know we have been loyal customers for years. Over the past several years the customer service has deteriorated from tolerant to now, non-existent. Several orders never made to their destination. The shipping form is supposed to be updated on Cheryl’s website so I know they can see what is delivered and what is not delivered. Had I not followed up with my customers I would had not known gifts were not delivered, and Cheryl's would have kept my money. I called every number listed for Cheryl's but the number I was given to call was the one for customer service in India. "Customer service" in India said they could do nothing about it. Forget Cheryl's Cookies. If you want to be treated kindly then buy from C. Kruegers at ckruegers.com instead. They treat you right.

I have a corporate account #[protected] (E Dillon and Company). I ordered $1496.20 of cookies sent to customers thru my Account Manager Nancy Perrry ([protected]@cheryls.com) I have been trying to get a receipt for 2 weeks. The charge was posted Dec 12th 2022. This is needed for my expense account and should be provided as soon as the card is charged. I have emailed Nancy several times, called her and left voicemails, talked to customer service and been transferred 2 times without any resolution.

I need a receipt for my order sent to my email address at [protected]@edillon.com my phone number is [protected] if you need to speak with me.

According to section 100 of the Competition and Consumer Act 2010, your business is required to provide customers with a receipt or proof of purchase for any purchase that is over $75 (excluding GST)

I just got off the phone with a person who is not English speaking. The cookies are to be sent to a Mr Swanson. she wrote Swanfen is it not a typo the letters are not even close on the keyboard. what is her problem has she not heard the name Swanson like son of swan. It is really bad when the phone taker of orders screws up this badly. Hire American please, this make me not a repeat customer i need to end my passport standings as I am really unhappy about this poor quality service.

I have ordered from this company for many years and agree with other complaints filed, including horrible service on their 800 customer service line - yes, the bakery is here in the U.S,, but they're too cheap to hire US labor - instead, we get foreigners from the Philippines, Trinidad and other alien countries who, for the most part, are poorly trained and difficult to understand - mind you, there ARE exceptions!

My complaint today is their marketing practices. I placed an order of over $175.00 the other day and the following day I get an email saying it's 'national cookie day' and take 50 bucks off an order. I called and asked, since I had just placed my order the day before, could they be kind enough to give the $50 off MY order, abruptly, 'no'. I said I wanted to cancel, they told me 'no cancellations. WHAT? my order wasn't scheduled to ship for a couple of weeks. Again, I came back and suggested I cancel and then reorder, their answer, 'NOPE'.

They are such a tight-fisted money-grabbing organization they won't give long-time purchasers a break.

I've had tit with this company - they belong to a parent organization called 1-800 flower who might be setting these 'rules'.

Better to quit the company and buy gift from OMAHA STEAKS... or any company not associated with eh 800 flower group.

I am a passport member. In the last order, I received Frosted pumpkin cookies rather than the peanut butter chocolate frosted with yellow, orange, and brown candies on top.

My number with Cheryl's is [protected] placed on November 17, 2002 People send the correct cookies at no extra charge Thank you.

Sincerely

Gaye Dabagian

Have used for years. This year, my list increased from 3 to 6 recipients.

First off, terrible on-line system... Kept changing my addresses.

Called to order on 800 number. Ridiculous that you are a bakery in us, having someone in philippines answer. Difficult to understand, kept getting letters/numbers incorrect. Then tried to tell me the coupon codes that I just got in mail that says exp 12/31/22 has already expired!

And, at end of first order, adds a mysterious tax of $10 per item! What? That's over 20% per item.

Rip off. Cancelled first order, won't make any orders. And, will be posting to friends on fb!

The cookies was not tasty for either of my daughters. The report was that they were tasteless. Packaged beautifully but disappointing when eaten. I am very dissatisfied. One ordercwent to Las Vegas & the other Maryland. This is very disappointing since it was my Mother's Day gift to each of my girls. Your company was recommended by a dear friend.

Wow interesting that so many people are having issues with cheryl's cookies. Question: does anyone have a corporate office phone #? I need to escalate a product concern. Have not received any satisfaction for a recent issue, which I will describe. My wife ordered valentine's day cookies for our adult children living outside our home. Without any communication, they substituted for non - v-day, sugar-free cookies. And all were delivered late and only after we contacted customer service. What's worse: my wife ate one of the brownies - without knowing they were sugar free - and became very ill (stomach problems) that have persisted now for >24 hours. The main ingredient in the brownies is an artificial sweetener - maltitol. (these brownies also contain another artifical sweetener, sucralose). I researched maltitol on the reputable medical websites and it is known to cause digestive system side effects. Have contacted customer service, was told my concerns were being escalated... Have not heard back. After reading other reviews here, I don't think I ever will... Thus my question about corporate office (fyi, I tried googling their corporate office and the number listed is actually the retail store located in the corporate office... The store employee answering the phone was clearly tired of being on the receiving end of phone calls like mine and was not very helpful)

Placed an order [protected] on 1/21/22 with an expected delivery date of 1/31/22. Called on 2/2/22 to check the order status only to be told my order did not ship. Customer service issued a replacement order [protected] with a guaranteed delivery date of 2/8/22. I called on 2/8/22 to again check the order status and was told my replacement order did not ship either. I want a refund of the $74.98 I spent. I only wanted to send cookies as a thank you gift to my son's employer after he passed away. I don't need the extra headache of dealing with order issues.

I tried to place an order online for a holiday gift. Problem with website in that it would not accept the address. So I called and placed the order on line. It was difficult to do this because there was an extreme language barrier. But order got placed and they gave me an order number ([protected]) and the delivery would be 12/7 and 12/13. I was told I would get an email confirmation. This did not happen.
I followed up on the order status and shipping by providing the order number, delivery zip code and sender zip code. Website said tracking info would be provided when the order shipped. The information was never added so I called again. Again, extreme language barrier. I did ask if there was anyone else there that spoke better english but there was not. Nor was there any management person available for me to speak with. Anyway, they told me the item was no longer available and proposed a different item, which was at a higher price. I asked if they would honor the price of the item that was no longer available, but they weren't able to do that. So new order placed, new order number provided (2948013). I said that the new number was shorter than the first order number but they said this was correct. They said order would arrive around 12/17. I went online to follow up again and the order number was not recognized. So, called again. Again, extreme language barrier. They could not find the correct order number. But they did have a UPS tracking number but they could not find that it was delivered. I went on UPS site and tracking number was not valid. She said that my credit card company did not validate the charge and that I was not charged. But I went to my statement and of course I was charged $69.74 (for a $39.99 item cost) on 11/30. We went round and round for over an hour. I asked to cancel any open order they may have for me and I wanted an email today confirming cancellation, and now that I knew I was charged, that a refund would be processed. She was not able to do that. I said I would dispute any charge received, and at the end of the call she told me to dispute the charge. I have already initiated that with my card company.
Words fail me to describe how absolutely ridiculous and unacceptable for any customer to go through this process. I was placed on long holds and sides struggled with trying to understand each other. How can they not have had the correct order number right there in front of them?

I received my order December 17 and it was damaged. I called on December 18 and I was told that they would send out replacement order and I should have by December 25.
Today is December 29 and still no order.
I have called and emailed multiple times and no response from Cheryl's! This is ridiculous!
No way of getting through to customer service!
Also I tracking info for order!

Placed this order on 11-23-2020 for delivery on 12-18-20. As of this time your website is showing order confirmed but not shipped. I'm very disappointed as I could understand a shipping delay after mailing as you would not have control over that but I ordered this in advance specifically to avoid that. You certainly charged my account in an expedited manner. Starting to regret ordering from you and will think twice about ordering in the future if this isn't resolved by Christmas. Thank you.