Cheryl's Cookies and BrowniesReviews of cheryls.com

0 stars. Worse company ever. Mother’s Day cookies never arrived. Worst customer service. They don’t even post their phone number on the website. You have to google it. How they are still in business I have no idea. Over seas call center with no remorse. Oh and the chat. It’s like a 2 year old chatting with you. Stay away. Stay far away.

Let me start off by saying that I am a Passport member thus receive free shipping from their group of companies that include Cheryl's Cookies. On 3-5-2025 I ordered ST. PATTY'S DAY COOKIE/PRETZEL - 20 CT to be delivered 03/13/2025 - 03/14/2025. These were for St Patrick's Day which is also my brother's birthday. The order never arrived, so I did contacted customer disservice who had little concern over my order being late and said it would arrive on 3-20-2025. These were for my brother who was visiting my mom (where the package was sent) and he was leaving the morning of 3-20-2025. I was told I couldn't cancel the order. However, when I contacted them again and was persistent they cancelled the order and gave me a refund, which was no consolation since by this time the gift didn't get to him. Will definitely think twice before ordering from Cheryl's or any other Passport companies!!! Rather pay more and order from someone who takes pride in customer service!

Great cookies, probably the best Ive ever had. If you run into a problem and it happens,(this was my 3rd time actually) you are sent to a call center in the Philippines. Let me tell you they get angry when you ask to speak to a customer service representative in the US.They also say they cant transfer your call to a US rep and give you to another representative that still have EXTREMELY poor English. Overall, the cookies are great but the support/pride feeling thinking this a "made in the US" purchase is gone when you have to call customer service.

I mistakenly placed an order from the UK to a friend in the US and realized my error within 20 minutes. I immediately contacted the company to cancel, but they claimed they couldn't do so because the order was already being prepared for delivery (seriously?). The only solution they offered was to cancel the delivery and provide a 20% discount on a future order. Unbelievable. They showed no real effort to help and seemed more interested in keeping my money. If I had checked the reviews beforehand, I never would have ordered from this company. Having seen the reviews, I am even more concerned and wonder if the order will arrive or taste good.

Cheryl’s cookies did not deliver my order in time - even after paying for premium delivery. Customer service was horrible. No one could help - the items were never delivered and the company would not offer a refund. I will NEVER order from Cheryl’s cookies and recommend no one ever order from the company! Absolutely the worst!

I ordered a New Year’s gift of ice cream sundaes and cookies for my friend and her son. When it did not arrive, I contacted them and was told that they notified me earlier that it would be delayed. Of course, they hadn’t and my friend was about to travel. After much difficult discussion, they agreed to reschedule my delivery until February. On that day I checked to see if the delivery was on schedule, and it was still in another state. So I just asked for a refund and was told that was not possible. After staying on chat for 1-1/2 hours waiting for a supervisor, I was disconnected and told someone would call me. Still waiting… Just terrible company!!

My business received Cheryl's cookies as a Xmas present from one of our clients. Upon opening the can, we found the individually-wrapped cookies had MOLD growing on the cookies. I went on the Cheryl's Cookie site and, finding it difficult to find a customer service rep, I used their chat system. After explaining the situation, I was advised to call a Customer Service phone number. I called the number. After much time on hold, a barely English-speaking rep told me I called the wrong number and gave me a number to call, which was exactly the same 800 number I just called. I called again. And another non-English-speaking person basically told me that without the shipping info, or invoice, they could not replace the cookies. I asked for a supervisor. After much delay, someone picked up and told me I needed the documentation to get a replacement. I explained that I received them as a present and had no info. They said contact the person who gave the gift. I told them I did not want to embarrass the giftgiver and could not provide the information. They said sorry. I referred them to their 100% satisfaction guarantee. But obviously, that means nothing. Then I looked for an email address. I found one for the press. The response once again came from customer service with the same story. "Give us the shipping info." Once again I told them I wasn't going to embarrass my client. Made me feel like I was withholding a source in a major security issue. Now, we're talking about a $30 can of cookies, which maybe costs them $10. For a lousy $10 they could have shipped a new can of cookies, but NOOOOOOO! Bottom line, we didn't even like the cookies. They are dried out and stick in your throat. (We were given two cans of cookies.) The cans are nicely decorated if you just want a nice holiday display.

Placed an order with two items with specific delivery dates between Dec 31 and Jan 2 (they have you pick dates or date ranges). I picked the specific items because on the order page they both said, "Available to Ship Now." One item arrived the next day, no problem. The other item has not shipped and today is the final delivery date...so if not shipped yet won't get it by the agreed date. Called customer service who wasted 30 min of my time. Could barely understand him, he didn't comprehend my question, kept reading from a script about my Passport account which had nothing to do with this. There are better desserts out there and I will not be ordering from Cheryl's Cookies again. Bad enough they don't honor the delivery dates (which are not cited as estimated dates and they have you pick the dates), but the customer service is so horrible that you can't even talk to someone that comprehends the issue or does anything to help. Horrible customer service, and that makes or breaks who I deal with.