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Cheryl's Cookies and Brownies (cheryls.com) has 341 customer reviews on Five Star Index, with an average rating of 1.3 out of 5.
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Dave B.
What a horrible experience. Ordered cookies on line and the order was never acknowledged on line so we ordered again. Still not searchable online. Called customer service. They could not find order either. We then ordered from another company. Guess what all 3 orders are sent. Now trying to get a refund and customer service is impossible. Never again!
Mary
Just received a Bucket of cookies from a client and the cookies were bad. When you opened the package it smelled like rotten cheese.
Terence M.
I ordered two boxes of cookies at the same time under the same order number. With the recipient's addresses being about three miles apart, one arrived, the other didn't. I contacted Customer Service and was told my package was lost in transit and just let them know and they'll reship the item. So, I replied to their email, thank you, please reship. then a different person responded and this began an epic back-and-forth run-around between myself and four different C.S. Agents. With the last email offering me a 15% savings pass for my $75.00 order that was sent to the staff at my Medical Clinic. The issue still hasn't been resolved ... Beware! And avoid Cheryl's Cookies!
MK
I joined the Passport Program, offering free/reduced shipping, and have placed multiple orders for birthdays, college care packages, and hospital patients. I have had pretty good luck with goodies arriving on the date, as promised. One caveat: there is no customer service, period. I had one order go tetribly haywire - an order for cookies to arrive in time for Christmas. The delivery date came and went, with no shipping information available, no phone number to call, and no way to have a live chat (that feature is disabled once an order is "in process" - about 30 minutes after an order is placed. I had to submit a ticket and only got a reply, three days later, when the order was finally delivered. (This was now 5 days after the promised delivery date.) Be sure to give a lot of extra time at holidays, as shipping may be dicey - and customer service won't be available to assist.
Patricia S.
Horrific customer service, ordered 2 gifts on 11/25/24, didn't expect them to arrive for Thanksgiving, one arrived 11/30, the other never. I called and was told it would be delivered stated on 12/3, never arrived yesterday, when I called today first I was told my CC info was bad-total BS, had my info right on receipt, then they tried to charge me more than the original order. Cookies are great, their customer service is the worst! Hours wasted, never again!
Wild C.
Had never ordered Cheryl’s cupcakes before. Perhaps, they are new?? I ordered six Pumpkin Spice and then eight Red Velvet that were part of a cookie/cupcake combo. NOT good. In fact, both flavors were horribly BAD. DRY!!!!! Minimal frosting that did not look like the online pictures. We couldn’t eat them. I did a couple honest reviews on the Cheryl’s website. Still waiting for them to appear. I received what appeared to be an automated email asking me to contact Customer Service so things could be made right. Haven’t done that yet. The attempted eating of the terrible cupcakes occurred Friday. Didn’t want to even attempt contact over a holiday weekend.
Timothy K.
Ordered Thanksgiving cookies on Sunday, November 24th for delivery on Wednesday, November 27th to my brother’s house. I paid a $26.99 up charge to guarantee 2 day delivery. Then, on Saturday, November 29th, I get an email from Cheryl’s announcing that cookies would arrive on Thursday, December 4th (8 days after promised delivery date). Series of emails ensued. At first they were blaming me for not doing priority mail. That implies that they didn’t even bother to look at the history of the order. I don’t know if these are AI generated responses or what, but I’m just amazed at the lack of responsibility they refuse to take for their mistake. They offered to credit the shipping charge, but I’m disputing the total of $64.36 through my credit card company. They’re Thanksgiving-themed cookies, AND I also purchased a Thanksgiving-themed card for $4.95. Plus, my brother’s going to be out of town for two weeks. It’s an oft-used cliche, but the dollar amount is secondary to the principle of the matter. BTW, their cookies are delicious, but I will NEVER purchase them again. EVER!
Christine
Ordered three different gifts. Not one was delivered on time. No explanation, no response from customer service about my issue. Radio silence. Not getting anymore business from me or my family.
