Cheryl's Cookies and BrowniesReviews of cheryls.com

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.

Our family was gifted a large box of assorted cookies for Christmas. The main reason for said gift was a comfort gift for my dying brother, yet he couldn't stand the horribly sweet frosted cookies. Said frosted cookies made up about 60% of the box, yet customer service had no solution, or even cared about the spirit of the gift. Personally, these are really overated sugar bombs. And I cannot for the life of me figure out how the cookies have been touted as great! There is no wonder most Americans have diabetes, pre-diabetes, or insulin resistant if this is what we call great cookies!

I ordered a set of cookies and pretzels, the delivery was guaranteed on the website for Christmas delivery. The order arrived on the 26th and was not correct, it was only cookies, no pretzels. I contacted customer service and they agreed to send me the correct order. The second delivery was the same as the first, no pretzels. I contacted customer service and they said that the item that I ordered was out of stock but refused to give me a full refund. It is not good business to sell something that you do not have, it is borderline bait and switch and possibly fraud. I have cancelled my passport membership that I carried for 7 years and will no longer use this company for gifting.

The order took over 11 days to get to my mother in law, it was Christmas cookies. So came on 12/28/24. REALLY Ordered the 17th and came the 28th.

Placed an order for Cheryl’s cookies on 12/25/24 around 11:30pm and asked to edit my order the next morning at 9:48am, 12/26/24 via chat/text. The associate I spoke with (Kristine) said that was not possible anymore since the order has been confirmed. I asked what confirmed meant and I was told “it means that your order was already confirmed, and ready to go to transit”. So, I then asked the associate if my order had been shipped yet. That associate said no. I then asked the associate about the information that was sent in the bill that was emailed to me after my order was placed. I even sent a snapshot of it in the chat/ text. That information reads “Please note: if your order has already been shipped or delivered, we cannot make any changes or cancellations”. But my order hadn’t been shipped yet, or at least that is what I was told by Kristine the associate . After many endless texts about technicalities, it seemed like that chat kept going in circles. I was even sent that text companies send when they think they haven’t heard from you in awhile and want to close out the chat. But it was weird because I was still actively chatting with Kristine. So I asked for a supervisor. I was then asked for my number and eventually gave it after asking why I couldn’t text with the supervisor here in the chat. I was answered many times with “give me your number and a supervisor will call you now”. I kept being told that I was getting a call now, but I would wait and nothing would happen. Eventually after this happened a few times I did receive a call from a supervisor that basically told me the same things that the associate had stated. But when asked about the misinformation that was sent via email on my bill and why I was told that my order hadn’t been shipped. All I received were apologies and that the associate was wrong. Still didn’t get to edit the order, but did hear a lot of excuses. I’m sure the cookies are great. But the customer service needs work. Hopefully this helps others and/or is a cheat sheet when going through customer service at Cheryl’s Cookies. P.S. I tried asking for help navigating the reviews and was texted back with like 3 different responses from Kristine. (Like, “Are you still with me?, Looks like you stepped away. I am going to disconnect., I haven’t heard from you are you still there?”) But no answer to my question.

We subscribe yearly on auto pay for the deliveries we order. We ordered 5 sets of cookies on Dec. 17 from Cheryl's Cookies to be sent to 5 separate families. Orders were scheduled to arrive 20th - 22nd. No further communications from company. On Dec. 24 I contacted the website through their "live chat". Very rude and no information given. Only questioning me and 4 separate disconnects from the chat. On the 5th try and a very rude chat conversation I requested to speak to a supervisor and was given a 1800 # for another customer service (Flowers) and disconnected. Called the number and of course just another customer service person. to summarize the rest of the story - info was that FedEx had the products at the hub only 40 minutes from the addresses and would be delivered "tomorrow". Nothing but lies!!! It is now 2:15 pm Dec. 25 - still no deliveries!! I am cancelling my shipping subscription (auto pay yearly) - totally useless.

RE: A small order that was placed and needed to be cancelled about 2 hrs later. The Customer Service refused to cancel even though it had not been shipped. According to their policy - "Please note: if your order has already been shipped or delivered, we unfortunately cannot make any changes or cancellation." I should have been able to cancel and receive a credit since I contacted them in a very short time after placing the order. I would not recommend businesses like this.

I placed a very large business order for 30 boxes sent to various offices on 12/16 to be delivered by 12/20. In checking 2 days later, 11 of the 30 boxes still did not have tracking numbers on them. I also never received an email of my order summary as is customary after placing online orders. I used the chat feature and worked with a very rude agent who dismissed my issue. She would not give me an email to contact a supervisor. She did give me an 800 number to try to track the remaining orders. In speaking with that agent, she said the orders were not ready to send yet (apparently delayed) and could not help. I will never use any business in this group ever again. There is zero professionalism and hopefully I can save someone else from this type of situation by sharing my experience. Now it seems that 11 of the 30 boxes will arrive late. Disappointing.