Complaints

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased cookies when they were delivered it looked nothing like the picture when I asked for my money back the wanted me to pay to return these cookies which is unsanitary and should not be resold I want a refund ***** for 3 sugar cookies is robbery

  Business response

  07/07/2023

  Dear BBB, 

  Thank you for brining this complaint to our attention. 

  The customer ordered the gift via our website and the gift was completed by the Cookies by Design **********, **,  an independent franchise location, I believe this issue should ultimately be directed to the ********** location. 

  We do not believe the customer is not presenting a reasonable depiction. 

  1. The customer placed their order via our website and had full knowledge of the cost of their gift plus shipping ($63.64) prior to inserting their credit card information for payment. 

  2. The customer is showing our full 7 cookie size version of the product for a comparison when they chose to order a lesser 3 cookie version.  

  3. The location asked for the return of the product to allow the location to destroy the product since it did not meet the customers expectation. We do not want unacceptable products to be gifted or consumed. No returned products are ever resold. 

  Please advise our next steps

  Thank you,

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

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

  Customer response

  07/11/2023

  I am rejecting this response because:   These cookies were thrown out my dad was very disappointed I am seeking full refund 

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed my online order on Friday, 5-19-2023 for Hospital Delivery on Saturday, 5-20-2023.I have called every phone number that I can find, left 3 voicemails and sent an email and cannot reach anyone and have not received any response or reply to explain why the delivery arrived on Monday, 5-22-2023, after the patient was discharged.I would like a refund to the credit card that I used for the purchase in the amount of $89.94

  Customer response

  06/01/2023

  6/1/2023

  I have continued to try reaching out to Cookies By Design for a comment or solution but have failed to reach anyone.

  I have left several voicemails and sent an email on 5/19/2023, with no response.

  I have tried the following phone numbers: *****************-398-6876, ************, ************

• Initial Complaint

  03/31/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I'm following up on a previous complaint submitted about a month or so ago. The case number is 8db3ddbb-835c-11ed-b304-0e63a05a1194. I did not receive an update from BBB about the status of my compliant. Since submitting the complaint, the business contacted me (***************************) and informed me that they would refund me. I originally paid through "Paypal". However, they said they were unable to credit back that way. They asked for a credit card number to credit the amount back. I spoke with the representative and provided the information. I followed up with them on 3/14/23 by email about the status and have not heard back. As of today, I have not received the credit. Please review communication attached. Please assist.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a cookie bouquet to be delivered with 2 day express, never received a order shipment, only order confirmation. Have called and left 5 messages since the delivery was suppose to occur. Have not received any returned call, as stated they will call the next business day. Nothing has happened. I request to have a refund.

  Business response

  02/02/2023

  Hi!
  
  We have not received a voicemail from customer as we have a specific representative dedicated to all Voicemails. Customer order was delivered with a proof of delivery included.
  See Attachment/File: Capture.PNG

  Customer response

  02/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received their email stating delayed delivery was due to weather complications, however, an email stating the issue would have been appreciated and understood instead of no communication and being told "someone takes care of voicemails". As for no one receiving my voicemails, I have called and left 5 separate voicemails.Twice on Tuesday, January 31st, and February 1st three times. I then contacted BBB, for further assistance.
  Then, upon delivery yesterday February 2nd, my bouquet for my mother only had 2 flower cookies attached. Some broken. Unacceptable for a ****** order. I understand no refund as "my delivery as been issued", which is fine, however no business in the future will be needed.

  Customer response

  02/03/2023

  ***Document Attached***
  
  See Attachment/File: 20230203_071330.jpg

  Business response

  02/07/2023

  Reached out to customer and never received a response as of 2/7/23. $16.95 is our ground shipping which is a 2-5 business day travel. Order was delivered and received.
  See Attachment/File: Capture

• Initial Complaint

  12/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 10/26/22, I ordered cookies (order number *******) to be delivered on 10/31 to *********** from Cookiesbydesign (corporate office on Summit Ave ) and it didn't arrive! I received no delivery status until I had to repeatedly call on 10/31. I was told it was a delivery issue. On 11/1, I still did not receive it or a confirmation for delivery status. I called 4 times, left messages and nothing. On 11/2, I received communication from ****************** regarding the status. I paid for cookies that did not arrive on the date I requested via delivery. I received a voice message on 11/4 from a "Kylie" ***** about sending a replacement or a refund. I returned the call later (few weeks later due to traveling) and left a voice message and still have have not received an message. I'm only seeking a refund for the delivery fee I was charged since it was not received on the date promised. I am requesting your assistance to help in communicating with them.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This place has the ABSOLUTE worst customer service. It's almost impossible to get a human and once I did she was terrible. I've been sending new baby boquets for years and the last one came with the wrong baby info, a much lesser product than I ordered and they didn't even get the gender correct. They refunded the product cost, but refuse to refund shipping because it arrived on time. How does that even make sense to charge a customer for shipping the WRONG product????

  Business response

  12/29/2022

  Business Response /* (1000, 5, 2022/10/07) */ We issued a refund based on the problem that was brought to our attention which was the incorrect order in which we issued a full refund for. Consumer Response /* (3000, 7, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why would you expect me to pay $30.00 in shipping for the WRONG item. On October 7th, the only time I have been able to SPEAK to a human, I was not told that I would only receive a refund for the product. I was left under the impression that the ENTIRE order would be refunded. This is very bad business and I would like the shipping refunded as well.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Cookie delivery to my daughter in Temple, TX on June 2, 2022. Total amount $105.94. The business agreed to a full refund. Then after 5 days, I did not hear from them I contacted them and they stated they would only give a partial refund. The product was defective, and inedible and ugly. Maria ***** at the Plano, TX corporate office told me today they will not give me the full refund. ORDER # XXXXXXX. Payment made with Wells Fargo Visa credit card.

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/06/24) */ The customer received a refund for all of the product on 6/8 which we were advised was inedible. The refund was in the amount of $85.99 which was for the product and $16.95 for the shipping that we did advise we could not refund due to no refund on ground shipping per FedEx and this package was ground shipping. Consumer Response /* (3000, 7, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did NOT receive the refund for the $16.95 delivery charges. I am awaiting that refund as stated I am requesting a FULL REFUND. Customers should not have to pay for deliveries that are knowingly UNEDIBLE by the company. The quality control department should not have let the cookie delivery I received, be shipped. This is a HUGE error on the part of Cookies By Design. I am requesting a FULL REFUND. Why does Cookies By Design not understand this? Business Response /* (4000, 9, 2022/07/07) */ product arrived on time and the only issue was with the product in which we issued a full refund on the product as this was the problem that was brought to us. Consumer Response /* (4200, 11, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still awaiting FULL refund. I only received a partial refund. Business Response /* (4000, 13, 2022/07/19) */ We are not issuing a full refund on the order since the only issue was with the product which is what we issued the refund for. Consumer Response /* (4200, 15, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company took my money for delivery of cookies, to my ill daughter in Temple, TX.. The cookies were not edible; were stale (see previous photos). The cookies had to be disposed of. I am not paying for delivery of "trash". Cookies By Design, made an error in sending out these cookies. WHERE IS THEIR QUALITY CONTROL STAFF? I feel like I was scammed and I insist on a FULL refund for the entire delivery amount of $16.95. It does not seem legal for you to send literal trash and defective products to customers, then keeping a large delivery fee for this. I want my money back.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I placed an order on May 10th for 55 Cookie boxes that were supposed to have both of our companies logos (sent logos files and filled out all the forms they requested, in detail) Followed up with emails & texts to Aaliyah ******** the National Sales manager, to make sure the instructions were clear, as this was a very important order for our company's event in NY. The cookies arrived with the wrong logo (a thank you inscription instead of our company's logo, as specifically instructed in order) I immediately called Aaliyah and emailed her a picture, she replied she will get this fixed asap, as the event's date was in 48hs. I offered to send the order back and she emailed her third party vendor in NY and asked for someone to sort the issue, but no one responded and I never heard from her again until Monday, when she apologized and offered me a 50% refund, which I found unacceptable. After multiple calls, texts and unanswered emails, I ended up having to purchase last minute (very expensive) chocolate boxes to make up for the cookies we couldn't use in our welcome bags for our event. I have since emailed, called and texted Aaliyah, requesting a full refund but it has been a full week and I haven't heard from Aaliyah again..

  Business response

  09/07/2022

  Business Response /* (1000, 9, 2022/07/06) */ We did follow up and correspond with the customer regarding alternative ways to fix the problem regarding the error in the order. Consumer Response /* (3000, 11, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did respond but the alternative way to fix the problem they offered was never actioned. They offered to replace the cookies, which I agreed to but they never delivered the cookies, they only put me in touch with their local provider who NEVER responded and the cookies were NEVER replaced.They never followed up after that. Period. None or my calls or emails were answered, for days, the dropped the ball in the case. Days were by and they finally replied an email offering only 50% refund, which to me was unacceptable, at that point they need to refund 100% of the money, since the ordered received was wrong and they didnt even bother to fix it, or even solve the problem. Business Response /* (4000, 13, 2022/07/19) */ From our understanding the shop did rectify the order by giving back 50% of the order in which we were advised that only half of the order was messed up. Consumer Response /* (4200, 15, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) What do you mean only "Half of the order" was messed up? Each cookie box included 2 cookies, you messed up one of them which made the whole cookie box UNUSABLE! In other words, the entire order was wrong and we couldn't use it, which is the reason of our complain. I cannot believe you are saying you only messed up half.. what kind of business practice is this? 55 boxes of cookies went to the trash, after we offered to send them back and received no response from you.. this response is unacceptable and plain ridiculous.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This place gave me the worst experience I ever had. I placed an order with the company for a sympathy basket and had the order delivered, my card was charged the same day (4/28.) I checked my card statement on 5/2 and my card was charged a second time for the same amount! My initial thought was that the transaction was processed a second time in error so I contacted the recipient to see if they got a second item. I was told by the recipient that the cookies arrived broken so they contacted the company to have them replaced free of charge. I contacted them immediately and was given the run around, transferred back and forth from corporate to the location multiple times and was told "We're really busy with Mother's Day coming up so I don't have time to look into this." Finally I started emailing and calling and I'm literally being ignored. My initial transaction was sent through after pay and was declined because I had the wrong card information in so the company is insisting that After Pay is who charged me. How could that be possible if they have the wrong card information on file?? They won't even look into it, just insisted that they don't have record of the transaction. Now the owner is ignoring my emails and messages, but telling corporate they spoke with me already. ALL I WANT IS A CALL BACK AND MY MONEY RETURNED ON MY CARD!!! It's now been over a week and Im still out $86 with no answer and no help from these completely unprofessional and useless people! Im beyond disgusted.

  Business response

  08/19/2022

  Business Response /* (1000, 9, 2022/06/24) */ She placed her order through after pay which means that the payments are paid in 4 payments every 2 weeks. The store confirmed the order for the replacement she was not charged and needed to reach out to after pay regarding the additional charges as they would be the ones she needed to pay back and to issue the refund. Consumer Response /* (3000, 16, 2022/07/08) */ They kept saying the same thing saying it was Afterpay and it wasn't. I already filed for fraud on my credit card company. They didn't want to hear anything I had to say, just kept blaming Afterpay. They are actually useless. Business Response /* (4000, 18, 2022/07/12) */ She called the shop who directed her to afterpay. She then reached out to the cooperate office. We helped her the best we could and also investigate it as well for her when it was not for us to do and the outcome was that she needed to reach out to afterpay.

*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. ↩