Cheryl's Cookies and BrowniesReviews of cheryls.com

Where to start?! False advertising! No free shipping to APO AE I Addresses as advertised. No honoring of Groupon’s as advertised. If you want to spend five hours on the phone talking to people in China, Cheryl’s is the place to go.

I ordered cookies on October 9. They immediately took the money from my account. It was two orders of Halloween cookies for grandkids. Delivery expected on October 17. Delivered on October 18 but only the one order not both. So I didn’t give cookies to the grandkids. Called customer service October 19 and was told the other order would be delivered on October 22. I told them this was unacceptable because by the time the cookies arrive they will be at least a week old. Was told that’s the best they can do. I then said this was also unacceptable and was told again that’s the best they can do. Never would answer why the orders were split. They are a joke.

Something doesn’t seem right with the way they do business. They debited my bank account the day I ordered. Then the next day they debited same amount again. Customer service says that is standard practice and I will get refund in 3 to 5 business days. What a racket. I contacted the BBB over this.

I’ve ordered Cheryl’s cookies for years, for Halloween and other occasions. I’ve ordered for work, for family, and for Trick or Treat. This year I had a coupon and ordered Halloween cookies. I never received a confirmation so I tried a chat. I sat waiting on chat for 30 minutes and then it just closed out. I tried email but the email link just took me back to the opening page with no email address. Then I called. First of all, I got someone from a foreign country whom I could barely understand. She said they had no order on record for me. And because I had thrown my coupon away after placing my order, I couldn’t get a discount. So no consideration for a customer for over 12 years. I’ll never order from Cheryl’s again, and never recommend them again. I considered calling back and demanding to speak to someone in the US but I’ve already wasted too much time on them.

I do not know why they continue to use FedEx and USPS- Item was late shipping then was still supposed to arrive the day needed and it showed delivered but nothing ever came- typical FedEx- all Cheryl's says is sorry and we can refund your money- Not sorry this happened and re-ship plus refund. This is not the first time this has happened- Customer service people can barely speak English to make the situation even more difficult trying to explain what has happened. The cookies are good, but not that good to have to deal with their customer service and shipping partners. Bye Bye to Cheryl's

If I could rate 0 stars, I would. I placed an order on September 29th and paid extra to have cookies delivered Friday, October 9th for a special occasion to a business, which is not open on the weekends. I checked my order status on the morning of Friday, October 9th and the order showed "confirmed" and not "in transit", and the tracking status with fedex, according to Cheryl’s, said "available once shipped". I didn’t have a fedex tracking number, but that’s what Cheryl’s website showed. I got a little concerned and reached out to Cheryl's via chat Friday morning. The agent explained that the order was handled with usps and provided me with the usps tracking number, however usps's tracking status showed "pre shipment" which meant not shipped. I was hoping my order would still get delivered on Friday, as I paid extra to have it delivered that day. I'm a little frustrated that the order status is not reflected correctly - the order isn't through fedex but through usps (which is contradictory information), so i cannot track it correctly, the order status through Cheryl is not showing in transit, and the shipment status through usps is not showing shipped. In addition, the agent I spoke to through chat was very vague in explanation, extremely unhelpful and ended the chat abruptly. They didn’t ask if there was anything else I needed help with, have a great day, nothing. Just ended the chat, and the chat log shows that. I saved a copy of the chat log because of how disgusted I was with this individual handling my concern. Every time I spoke with someone at Cheryl’s, they confirmed the shipment that I placed on September 29th would be delivered Friday, October 9th. I emailed Cheryl’s Friday late morning to confirm status and delivery for that day because I wanted to make sure it got delivered. Their response was “Thank you for contacting Cheryl's, your business is important to us. I am sorry for the inconvenience this has caused you. I have checked your order and according to the web site the status of your order is as follows: Status: Pre-Shipment October 8, 2020. For your reference, here is the link for you to continue monitor your item … on checking, your item shipping date is 10/02/2020 and your requested delivery date is on 10/09/2020. Please let us know if we may further assist you in any way.”. If it shows pre-shipment on the 8th, of course it’s not going to get there on time. Why would they wait until the 8th to ship my order?!? Of course, there is a high chance it wouldn’t get to its destination the next day. I emailed Cheryl’s again Friday evening stating that my order had not been delivered, as requested and paid for. Their response was: “Thank you for contacting Cheryl's, your business is important to us. I apologize your gift is taking extra transit time. UPS SmartPost is the method in which your gift is shipped with both UPS ground and USPS. This is offered for certain zip codes and gifts under a specific weight. Your gift is shipped with UPS and transferred to the United States Postal Service for final delivery. Your gift is shipped out in accordance with the delivery date you requested, but as advised in the gift description online, cookie cards and samplers require extra time in transit. Therefore, there is a possibility that there could be a delay. The UPS web site is subject to change and your gift may be delivered sooner than it states. Please let us know if we may further assist you in any way.” I feel like this isn’t good enough. As of Monday morning, my delivery still hasn’t been delivered – of course USPS tried to deliver the package over the weekend, but I kept telling them via chat and email that the receiver is a business and not open on the weekends. I wouldn’t have paid extra if there was a high chance of it not getting there on time. And it's beyond me why I have to follow up on an order I placed 10 days before the agreed to delivery date because of inaccurate online information and poor customer service. We can all say we didn’t see the fine print, but once again, I wouldn’t have paid extra for a chance of it not getting to its final destination on the agreed to date. I wish Cheryl’s didn’t give the option of picking dates. This order was for a special occasion – not for a regular day. When people spend money with a company and the company and the buyer agree on a date, and that buyer pays extra, the company should hold up its end of the bargain. Fine print, or not!

Paid almost $60 for fresh cookies to be delivered yesterday for my father's birthday. they were not delivered and might be delivered next week. I spend over 2 hours on chat and over the phone trying to get resolved. they say they are sorry but will not do anything about the situation. this was not an express order - I placed the order 5 days ago and would not have used this company for a birthday gift if I had known it would not arrive and that they don't care if it arrives on time or not. Stay away from this company - they do not care. I had other options that I could have chosen. I should have read other people's reviews and terrible experiences.

I placed an order on 10/1, to be delivered on 10/5. Instead of delivering it today, the tracking info. said it was still in their shop, had not shipped and wouldn't be delivered until 10/12. I tried calling customer service and the agent was clearly brand-new. She had no idea how to look up orders, didn't confirm anything and just said she couldn't help. I tried online chat and they told me my order was already in production, so it couldn't be canceled- even thought their website and my order information says the opposite. I would never order from them again, they're disorganized and a huge waste of money.