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Business Profile

Gift Baskets

Cheryl's

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gift Baskets.

Complaints

This profile includes complaints for Cheryl's's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Cheryl's has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Cheryl's

      646 McCorkle Blvd Westerville, OH 43082-8778

    • Cheryl's

      500 Reliance Dr Hebron, OH 43025-9205

    • Cheryl's

      Kettering, OH 45429

    • Cheryl's

      83 Plum Street Beavercreek, OH 45440

    • Cheryl's

      83 Plum Street Beavercreek, OH 45440

    Customer Complaints Summary

    • 53 total complaints in the last 3 years.
    • 28 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/16/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed order with Cheryls Cookies on 4/15/25 for 1 dozen Easter cookies @cost of $19.99 to be shipped to a ************************* address on 4/18/25.I placed the order before noticing that I was being charged $41.00 for shipping.I IMMEDIATELY tried to cancel the order, but was informed by a virtual assistant that it was impossible to cancel the order. I was given the option of communicating with alive customer assistant and was told to hold till one was ************ live assistant ever became available even after 15 minutes of wait time.They have made it impossible to cancel this order with this outrageous shipping charge.I cant attest to the quality of their products, but I want to strongly caution other potential customers that their customer service, should you encounter a problem with your order, is, in my experience, non-existant.

      Business Response

      Date: 04/16/2025

      Dear ********, 

      Thank you for reaching out to us.  We are truly sorry for the misunderstanding about the service fee that you experienced. If you request expedited, weekend or holiday delivery there will be an extra charge. On your order it is showing that you requested weekend delivery near a holiday. We went ahead and gave you a one-time refund of your service fee back to your account. You should see an email come to you in about 24 hours to let you know that this was processed. 

      Again, please accept our sincerest apologies for any inconvenience we have caused, we hope to better assist you in the future. 

      Sincerely, 

      *****  
      Cheryl's **************** Representative  
      ****************************************************************  
      ************* 

      Customer Answer

      Date: 04/24/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      ******** *****

    • Initial Complaint

      Date:02/17/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/3/25 ordered Valentine Gift Tower to be sent to ******, ** to be delivered on 2/12 or 2/13/25. Paid $54.36. Recipient NEVER received the gift. Requested a full refund of my money. Cheryl's could not give me the info on when I will be receiving my refund. Feel I am getting the "runaround". Very frustrated!!! Order #W01005932839210. Spoke with "a supervisor *******". Said she was sending me an email to confirm our conversation this morning (2/17/25); rec'd nothing. Greatly appreciate your assistance in this matter. Thank you.

      Business Response

      Date: 02/19/2025

      Dear *******,


      Thank you for reaching out to us. I apologize for any inconvenience this may have caused you. The order was fully refunded on 2/14/25. Please allow up to 10 business days for the refund to post with your financial institution. The ***** tracking also shows that the item was delivered yesterday, 2/18/25 at 3:04 PM. Thank you!

      Sincerely,

      ******** *.
      Cheryl's Cookies
      Executive Services

      Customer Answer

      Date: 02/19/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      ******* ********

    • Initial Complaint

      Date:02/13/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Delivery was expected by 2/12/2025 or 2/13/2025. This was specifically a *********** day gift. This was not delivered on time. Ruined *********** day. No ability to request a refund or contact customer service. Scam of a **********************.

      Business Response

      Date: 02/18/2025

      Dear ****,

      Thank you for reaching out to us. I am very sorry that your order arrived a day late. I have processed a full refund. Please allow up to 10 business days for the refund to post with your financial institution.

      Sincerely,

      ******** *.
      Cheryl's Cookies
      Executive Services

    • Initial Complaint

      Date:02/08/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The cookies were sent to a residence on 1/27/25 but ordered 1/23/25. It was to be a nice gesture for the family of someone who had passed away. When the box arrived it was filled with mostly strawberry butter cream cookies that completely fell apart after opening but the BIGGEST DISAPPOINTMENT was the fact that the box also contained CHRISTMAS cookies with poinsettias and Christmas trees!!!! The poinsettia on the cookie slid right off the cookie! I personally have had Cheryls cookies given to me as a gift and thought it was a nice idea to gift it to someone else. Its a shame that good things never last. Good money is spent on these cookies and for me to be embarrassed by this will make me think twice about which company I choose.

      Business Response

      Date: 02/14/2025

      Dear Cheryl,

      We are truly sorry for the experience you have had with the cookies you received. That is not the Experience we wish Our customers or their Recipients to have with their special gifts. We would really like to make this right but have not been able to reach you via email or phone. Can you please call our Executive line at ************ so that we may make this right for you and provide a replacement order. If a phone call is not convenient for you at this time please email us at **************************** at your earliest convenience. We look forward to hearing from you and making this right for you and your family.

      Sincerely,

      Charma L
      Team Supervisor Executive Priority Unit
      *****************

    • Initial Complaint

      Date:01/15/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Business: Cheryl's Cookies Order Number: ********** / W0100********** Date of Order: December 18, 2024 Promised Delivery Date: December *****, 2024 Complaint Details:I placed an order with Cheryl's Cookies on December 18, 2024, with a promised delivery date of December *****, 2024. The order was not delivered on time, rendering it useless for its intended purpose as a holiday gift. Due to the delay, I had to purchase alternative gifts locally, incurring additional expenses. Cheryl's website guarantees 100% satisfaction, but my experience has been far from satisfactory.Despite multiple attempts to resolve the issue, I have not received a full refund. Cheryl's customer service initially offered only a 50% refund. Their agents repeatedly claimed they couldn't locate my order despite me providing the order number and all relevant details. There has been ongoing confusion regarding the order number format, and I have continuously provided the information they requested without resolution. Attempts to chat via the website have been futile. Email follow-ups have received no replies.This experience has been frustrating due to poor communication, misleading shipping promises, and failure to honor their satisfaction guarantee. I am requesting a full refund for my order.Resolution Requested:A full refund for order #********** due to failure to deliver on time and poor customer service.

      Business Response

      Date: 01/16/2025

      DearJames,


      Thank you for reaching out to us. 

      We're very sorry for the issues you have encountered with your order. We have always taken pride in providing high quality products and service but regrettably, this is not what you've experienced.  

      Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. We have processed a  refund for your shipping charges on your late order. Your refund will be processed and returned to your original form of payment within 7-10 business days.

      Again, we apologize for the inconvenience this matter may have caused; and hope to deliver a smile for you soon. 


      Sincerely, 

      ***** *. 
      Executive Services 
      Cheryl's Cookies 


      Customer Answer

      Date: 01/16/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 22815738

      I am rejecting this response because: 

      I received the following response this morning via email. This is less than the original offer for 50% refund from a few weeks ago. I am happy to send back these cookies if necessary. I tried to stop the order when I learned that it would not arrive on time and desperately tried to communicate with the chat agents who repeatedly made promises and then dropped the conversations. I would like a refund of the full amount please. Why offer a refund and then offer 50% refund and then progressively offer less over time? I've already spent at least $200 in time trying to recoup the original amount. I purchased local gifts for my employees because these were not coming for Christmas. *****


      Dear ***** ****,

      When you order from ***************, we want it to be the best possible experience. When we hear that a customer isn't completely satisfied, we're not completely satisfied either.

      As we discussed, this is the confirmation of your refund we have issued. Please see the details below.


      Order Number : W01005927558906

      Total Amount : 220.77

      Refund Amount : 71.93

      Adjusted Amount : 148.84



      All my best,

      ***************

      Regards,

      ***** ****

      Customer Answer

      Date: 01/28/2025

      Another representative from the business reached out and provided the rest of the refund, satisfying the complaint. That should be closed with this noted.

    • Initial Complaint

      Date:01/07/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Monday, December 9th I placed a gift order for Bow Gift Box - 36 Holiday Premiere Frosted, Product ******. I chose the delivery dates of 12/19--12/20. On 12/19 I logged into your site to see the status of my order since I had heard nothing. Site said it was being prepared, so decided to check the next day to ensure it had shipped after being "prepared"since it was my last choice of ship days. Yes, on 12/10 my order was still "processing".I immediately called your customer service and spoke to ****. He indicated my order of 36 Holiday Premiere Bow Gift Box WAS NO LONGER AVAILABLE. Two weeks had elapsed and there was not ANY notification of this from you. The only recourse **** could take was to replace my order with 3 - 12 Holiday Classic Cookies Bow Gift Box, Product ****** to reach my desired 36 cookies. This was hardly the gift I originally chose but had no other option.He also didn't carry over my message to my recipients. Checking later that night, ***** had my packages and the site showed them to be delivered 12/21. On 12/21, ***** stopped the shipment late afternoon, continued shipping 12/22 and again stopped it. It was finally delivered MONDAY 12/23. 3 Days of staleness time.Cheryl's failed me in the past, but not this bad Your communication is one of the worst and not having the item that was ordered two weeks previously??? Are you spending too much time on ***? Don't care about image anymore? On my to-do list is reporting this to the BBB. Others need to know.

      Business Response

      Date: 01/09/2025

      Dear ****, 


      Thank you for reaching out to us. 

      We're very sorry for the issues you have encountered with your order. We have always taken pride in providing high quality products and services but regrettably, this is not what you've experienced.  

      Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. We do see the replacements arrived on 12/23/2024. These should have been expedited to you, we will look into why they were not. 

      Again, please accept our sincerest apologies for any inconvenience this has caused, we hope to better assist you in the future. 

      Sincerely, 

      ******* *.
      Cheryl's Cookies
      Executive *****************

      Customer Answer

      Date: 01/10/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 22779275

      I am rejecting this response because: There is no mention of WHY there was a communication breakdown, but more importantly WHY was I able to order a gift only to find out TWO WEEKS LATER that it was not available???

      Doesn't my placed order supersede later orders.  Am I not important?  Did QVC get in my way???  Still livid.  36 decorated Christmas cookies replaced by a handful of decorated and plain chocolate chip etc.  Unsatisfactory.

      Regards,
      **** ******

    • Initial Complaint

      Date:12/31/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I tried to place an order on their website and kept getting an error message that my credit card CCV was incorrect. So I reentered the information a few times. I was charged 4x even though I kept getting messages that the order did not go through. I never got an email confirmation or order confirmation on the website yet my credit card was charged 4x. I called customer service and they were of no help. Told me there was no order even though I was charged.

      Business Response

      Date: 01/06/2025

      Dear ******,

      Thank you for reaching out to us. I do apologize for the error you had when trying to place your order. Those charges are authorizations holds and will fall off in up to 3 to 5 business days. Each time you tried to place the order it, but an authorization hold for the amount. I have tried to call you by phone to transfer you to the billing department but was routed to voicemail, I did leave a message with the billing departments phone number for you to reach out to them so they can assist you with the holds. We apologize for any inconvenience this may have caused you.

      We hope to better assist you in the future.

      Sincerely,

      ****** *.
      Cheryl's Cookies
      Executive Priority Services

    • Initial Complaint

      Date:12/28/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/15/24, I ordered 5 items from Cheryl's cookies to be delivered between 12/21/24-12/23/24 (order # W01005926472534 for $219.73). As of 12/22/24, one of the items had not yet shipped and I was afraid the items would not arrive before Christmas. This was a Christmas gift and I picked a delivery date range that would specifically allow some buffer time in case of delay. I spent 2.5 hours with the customer service chat feature. I was told a supervisor would contact me and no one has. What I believe happened was that the item I ordered, Traditional Gift Tower- Merry Christmas (Product # ******), become out of stock after I placed my order. I believe Cheryl's intended to substitute the item. I believe the item they intended to substitute with has also since become out of stock. I still have not received anything for Traditional Gift Tower- Merry Christmas, despite a delivery guarantee of 12/23/24. I paid $49.99 plus tax for that item. In an emergency situation, I saw they were still advertising that if I ordered within the next 6 hours, I could get an item by Christmas Eve, 12/24. So I placed ANOTHER order ( order # W01005929101942 for $51.71) to attempt to get something to bring to Christmas. That item also did not arrive by 12/24. The Happy New Year Gift Tower (Product # ******) I ordered 12/22/24 as an emergency arrived 12/26/24, despite paying for a service to guarantee delivery by 12/24/24. I would like a refund on the Traditional Gift Tower-Merry Christmas, and on the Happy New Year Gift Tower, as neither arrived by the time I needed them for Christmas.

      Business Response

      Date: 01/03/2025

      Dear ******, 


      Thank you for reaching out to us. 

      We're very sorry for the issues you have encountered with your order. We have always taken pride in providing high quality products and services but regrettably, this is not what you've experienced.  

      Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. A partial refund was processed on the order as of 1/3/2025. Your refund will be processed and returned to the original form of payment within 7-10 business days. 

      Again, please accept our sincerest apologies for any inconvenience this has caused, we hope to better assist you in the future. 

      Sincerely, 

      ******* *.
      Cheryl's Cookies
      Executive *****************

    • Initial Complaint

      Date:12/26/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a CHRISTMAS bucket of cookies from Cheryl's cookies, scheduled to be delivered to myself Dec 21st- 23rd, 2024. I was going to give this as a hostess gift on Christmas. It is now Dec 26th, Christmas is over. I've never received the item, and Fed Ex shows it is still in another state, with last movement Dec 24th. I called Cheryl's for a refund and they offered refund of my delivery fee ( IT WAS FREE) and redelivery of item. I said no, Christmas is over. Then they offered 50% refund on my order. I said no again. I did not receive a food item on the date promised and have no use for a Christmas item after Christmas. They went silent and stopped replying. I contacted my credit card company and filed a complaint. This type of shady business practice needs to brought to light.

      Business Response

      Date: 12/26/2024

      *********,

      Thank you for reaching out to us. I am truly sorry for the issues that you have been having. We see your order will not arrive on time and we have refunded your item. I have followed up with an email to your personal email with the amount and details of your refund and our Contact information.If you have any further questions, please let us know.

      Sincerely

      Candy H
      Cheryl's Cookies
      Enterprise Executive Services

      Customer Answer

      Date: 12/26/2024

      I would like to inform you, that after you forwarded my complaint, the parent branch of Cheryl's Cookies, 1800Flowers, reached out to me and gave me a refund. Though the amount was not abundant, it was the principle behind the matter. It's upsetting the length I had to take going through the BBB, but appreciate the assistance. Thank you.

    • Initial Complaint

      Date:12/25/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      12/05/2024 I have ordered cookies from Cheryl's for years without a problem. That all changed today. Trying to send cookies to a military family with a APO address and they will not send to APO addresses. Tried on their web page and also called and talked to different people with the company. They not only advertise that they send to ************ at APO addresses but also do it free. Horrible experience. **************** was of no help. Said they don't send to *** even though their advertising says they do. They have now lost my business! I have sent to *** address in the past. Don't say you support our military.

      Business Response

      Date: 12/26/2024

      *****,


      Thank you for reaching out to us. I am truly sorry for the issues that you have been having. We appreciate your feedback. I have followed up with an email and our Contact information. If you have any further questions, please let us know.

      Sincerely

      Candy H
      Cheryl's Cookies
      Enterprise Executive Services


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