Cheryl's Cookies and BrowniesReviews of cheryls.com

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.

Worst customer service ever! I ordered a Halloween sampler for my grandkids on September 28. I asked that it be delivered October 28 so that it would be there for Halloween. I saw my confirmation on Cheryls website. When the cookies didn't arrive I had several polite conversations with customer service. One guy couldn't find my confirmation number even though I gave it to him. He told me don't worry it's coming the next day. When I told him my tracking said confirmed but not in transit, he replied I have more info than you do, it's coming tomorrow. Well, you can probably guess, it didn't come. Lots more customer service calls where they keep you on hold for a long time or transfer you to another dept.,etc. After another try, on the phone with them, they disconnected me. Mind you, I was still being polite. They will get rid of you anyway they can ! I have gotten Cheryls cookies in the past and they were delicious ( if you can get them) but I refuse to use anyone again that uses 1800Flowers as a delivery system. The customer service doesn't care , gives you the runaround, lies and is difficult to understand with heavy accents. . It angers me to think of my grandkids eagerly waiting everyday for cookies that don't t come. Luckily my daughter is going to make them some now. Cheryls sadly, you have lost a customer

I would give less than one star if I could. My experience seems to be the same as others. They took the money the day my account was debited but it's been 10 days since I ordered "halloween" cookies will not arrive by Halloween and were supposed to have been here 3 days ago. All I get from their customer service is "we're sorry" Please don't ever order from Cheryls.