Cheryl's Cookies and BrowniesReviews of cheryls.com

If y'all ordered from Cheryl's for the holiday, you better prepare your recipients for disappointment. I placed my order a week ago, which was a nightmare in itself. Would have scrapped it but I had already spent so much time inputting all the addresses and gift card sentiments and didn't want to start over with a different vendor. The orders were supposed to start arriving today. The problem is that they haven't even shipped. Called Customer Support to talk to yet another outsourced rep who is not fluent in English. She says the cookies have shipped. I said the Cheryl's website shows they have not and there is no tracking number for me to find out where the order is at. She insists that they have shipped, so I asked for a tracking number. She says they have shipped but they are not with the courier yet, so that's why there's no tracking number. This doesn't make sense because they cannot leave the shipping facility without a FedEx tracking number. I continue to get the run-around about how they sort of shipped, but not really, well maybe tonight, and so on. I can already tell how this will end, which is with a ton of disappointed people on my Christmas list while it is now too late for me to start over with a new vendor. It's not enough to just write bad reviews here. It's a violation of the FTC rules, since Cheryl's is a catalog merchant. They are owned by a billion dollar corporation. This is grossly unacceptable. Please tell everyone you know to stop ordering, not just with Cheryl's, but with all the Cheryl's related companies. Until the CEO's see a drop in revenue this absolutely horrendous treatment of their customers will not end. Please do your part to help put these tone-deaf theft merchants out of business.

Horrible customer service!!! I called three separate times just to connect with someone. The phone was disconnected twice, and the third time, I finally spoke with someone and told them about the issue and gave them my phone number to call back in case there were further issues and we were disconnected mid order. After spending close to an hour trying to find a product that was in stock, I placed four separate orders for close to $400.00. I WAS DISCONNECTED after spending so much time on the phone! I waited for the call back and the service rep never called back! I called Cheryl's cookies and asked to speak with a supervisor regarding my complete frustration. Guess what....NO CALL BACK! I guess they didn't need my $400.00. I will never use them, because if an order is placed and purchased, who knows if it will ever get to the recipient.

This was a terrible experience. I tried to order a gift basket for my Daughter and her family, got someone on the phone who did not speak good English, over 1/2 hour on the phone with her repeating everything over and over again, kept saying "wait a minute", "oh sorry" etc. I asked what the problem was, no answer. I heard a dog barking in the background so assume she was working from home. After she finally got the order number straight she told me it would be $26.00 shipping on a $49.00 order, I was incredulous and asked her to clarify and she repeated the amount. I said never mind, cancel my order and I will never do business with this company again. An absolutely exhausting and unnecessary experience.

Ordered 30 shipments for out top clients on 12/2/2020. System was horrible to use and not user-friendly for multiple purchases under one order number. Kept erroring out. Couldn't call as no one spoke English hardly and asked the same standard question over again even though it was answered already. Clear we were going nowhere. Many issues with this process and kept trying as our sales team really wanted these so I grinned and beared it. Many rinse-repeat issues from above but finally got them ordered. They showed in-stock and delivery by 12/10/2020. Only 5 of 30 went out. Chatted them and same issues with no English. Called and same thing. Frustrated and tried next day hoping to get someone else. Grinned and beared it and struggled my way through on a >30 minute chat session to get a status update. New delivery date is now 12/14. 12/14 they still don't show as shipped. Currently over 40 minutes in chat session trying to get it resolved...rinse-repeat ealier comments. Gotta love it (NOT)!

Worse customer service ever !! After being on hold for 30minutes I left my number for a call back that never came . Finally got a live person who couldn’t help me because they sold out of cookie memberships ...a company that sells cookies ....asked for a supervisor she said she would have one call me back in 30 minutes , that never happened . Will never give this company another dollar !!! See why Cheryl herself sold out !!

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 for employees. One box of the cookies didn't come. I thought it was missing and contacted them. They immediately responded and said they would replace it free of charge. It ended up just being delayed. They offered another box of a different cookie for my inconvenience. Great service! Deborah Goc