Cheryl's Cookies and BrowniesReviews of cheryls.com

Horrible customer service! Package never arrived and Cheryl’s customer service did nothing to correct the problem. Would not provide a refund or any assistance! Never again! I should’ve checked all these horrific reviews prior to ever ordering! Be warned, not worth the risk!

I ordered cookies on 11/18/20 for my 20yr old son who got deployed overseas in late October. This is his first birthday, Thanksgiving, Christmas and New Years without his family, yes, but also alone. I ordered the cookies on 11/18/20 to make sure he got a piece of “home” for the holidays as my parents, (his grandparents) have always sent he and his sister Cheryl’s Cookies for special occasions since they were little. When I ordered them, (plenty early enough) they were supposed to be delivered to him on December 8th (20 days after they were ordered). It’s December 10th where he i s now and he hasn’t received them. It hurts my heart to look in my account and see that Cheryl’s Cookies had no trouble collecting the money the day I ordered them. I login to my account on your website to track my package, but there is no activity documented, as if the order was never processed. it says order is “confirmed”, but nothing under “in-transit” or “delivery” as if it never got shipped.

I placed a large order from Cheryl's in mid-November for a bulk order of Thanksgiving cookies to provide to our employees as a "Thank You" for their work during the season. In order to have on time (today, 11/18), I paid a surcharge for shipping. Come today - no shipment notification. I went online to chat Customer Service and was told wait time (at 6:30 AM) was 35 minutes+. I called when they opened at 8AM, was on hold for over 20 minutes and the outsourced voice could only tell me the item I ordered was not available. I asked for a Supervisor escalation and was told to expect a call back in 30 minutes. A couple hours later - got my callback with no solution other than maybe they could substitute Christmas cookies. No answers as to why an item ordered a week ago was not canceled if unavailable and why the order stayed open. Now I see my order is canceled but refund? Not yet. Betting I'll be going to the credit card to fight this one. In the meantime, Zabar's gets the save AND all my future business. Cheryl's service and reliability have gone steadily downhill and they have not adapted well to COVID. Very disappointed in what used to be an excellent local company.

I would have given zero stars if that was an option. Ordered something for my daughter at college for her birthday. Also paid $30 for expediated shipping so it would arrive on her birthday. They never shipped the order so she got nothing! Then had nerve to say they'd deliver it in another 3 days - 3 days after her birthday and she was already leaving to come home for the holidays. Best they could do was say "sorry" and offer me a refund. My mistake was putting my trust in them to help make my daughter's birthday special. Will never order again and don't recommend.

They ALWAYS ARRIVE BROKEN! I’ve been ordering thru QVC lately and it’s a big hassle to cancel and/or reorder.

Horrible customer service and lies! DO NOT order from this company if I could give zero stars I would. They have some sort of sketchy business with their Shipping companies. The company will give you the same tracking number no matter how many things you order and the company says it cannot help you without an estimated delivery date. My packages were lost by the FedEx company and had been sitting on a truck for over 12 days!! When I never received any packages I called and provided Cheryl's with the info they needed. The agents I got were all foreign and put up arguments that made no sense and hung up on me multiple times. I finally was able to get a reshipment for my items and guess what the items all had the same tracking number as the old orders!?! Same tracking number but different order number. So intially I wait for a couple of weeks for my reshipments and finally they arrived. However they sent me the old nasty moldy cookies that had been sitting on the truck for over a couple of weeks!! Fedex lied and said they delivered all four reorders and that they were all delivered on the same day. I ended up getting one of the new items and then one of the old the old order could not be eaten as it was completely old and moldy. When I called Cheryl's again the same problems happened with their customer service, I got hung up on and called a liar. I finally reached someone who was rude but agreed to reship the item that was moldy. But this same reshipment was given the exact same tracking number as the old orders and when I went onto their site it still shows it was delivered. Don't expect a refund, they'll fight you for it or in the very least not understand you even if explain the situation 100 times to their agents. I will never trust this sketchy company ever again. Period.

I placed a large order for my business to use on Veterans day. I called to request a specific delivery day...and they still messed it up !! My large 200$ cookie order was delivered a week before I needed it! When I called to complain...they told me to put the cookies in the freezer and they will stay fresh and offered to refund my shipping...that was it!! VERY unhappy. I WILL NOT be ordering cookies from them next Veterans day!

Terrible customer service and company. I ordered a cookie basket that said that it was delivered to my job and it never was.When I called customer service they said they would send another package free of charge by the end of the week at a specific time and again it wasn’t delivered. I am highly upset with this company and will never order anything again and I will tell all my friends and family to never use them as well.