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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.

    Please enter a valid location.

    • Cheryl's

      646 McCorkle Blvd Westerville, OH 43082-8778

    • Cheryl's

      Kettering, OH 45429

    • Cheryl's

      179 Easton Town Ctr Columbus, OH 43219-6075

    • Cheryl's

      1641 W Lane Ave Upper Arlington, OH 43221-3339

    • Cheryl's

      500 Reliance Dr Hebron, OH 43025-9205

    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:12/23/2024

      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 gift on December 18th. It was supposed to be delivered between December 21st-23rd. On the 19th I received notice that it had been shipped. When I tracked it using the ***** # provided, it indicated it was scheduled to be delivered on the 26th. This was a Christmas gift that was supposed to arrive before Christmas! I would not have made the purchase if I knew they were not being truthful about the delivery date. I tried contacting the company using their chat features which did not work. I sent an email and did not receive a response. I contacted the company on ******** and received responses that said the ***** was not accurate and it would be delivered by the 23rd. It was not delivered by that date Their customer service is terrible and unhelpful. Told me to call the person I sent the gift to to see if they got it when the tracking # clearly states it has not been delivered. Then told me to contact *****. Told me it was out of their hands.

      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 arrive past the expected delivery date and we will refund 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: 12/27/2024

      [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:12/23/2024

      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.
      I ordered cookies on 12/2/2024 to be delivered on 12/21-12/23/24. I checked my order several times in which it said my order was confirmed. On the day of delivery, I called because the order still did not show shipped. I was told my product was not available. I never received any email stating it was not available or for other options. **************** was terrible and he told me he was only allowed to offer me what was on his script. Would not transfer me and was hard to understand. I asked for a refund after he offered to late delivery a totally different product. I have still not received an email to confirm my refund and no credit card credit yet. Worst experience ever and now my Christmas gift was not delivered.

      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. I have provided a full refund in accordance with your request and a Savings Pass in further apology. I have followed up with an email to your personal email with the amounts and details of your refund and Savings Pass with our Contact information. If you have any further questions,please let us know.

      Sincerely

      Candy H
      Cheryl's Cookies
      Enterprise ******************

    • Initial Complaint

      Date:12/22/2024

      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 December 17th, I placed an order with Cheryl's Cookies for cookies for an event on December 24th. I read the shipping timelines closely, and the website guaranteed a delivery date by December 23rd. After they had shipped, the tracking updated to December 26th. The Order Confirmation page on Cheryl's website still said they would arrive by December 23rd. I certainly understand the reality of shipping delays, especially around the holidays. However, I never would have placed the order with Cheryl's had they not guaranteed the delivery date at the time of purchase. I believe the shipping timeframe was intentionally dishonest.

      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 has arrived on the expected delivery date and we have refunded your shipping. 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


    • Initial Complaint

      Date:12/20/2024

      Type:Customer Service 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.
      Ordered cookies on 12/17/24. When I received my confirmation it contained the wrong shipping address. I immediately sent emails and phoned customer service to rectify this issue. After talking to several representatives they were unwilling to help me change the address or refund my money. Now the cookies are somewhere in *******. They were supposed to go to ********. I had to reorder anothher box so it would arrive by Christmas. My original order of cookies was no longer available. I therefore ordered another box which would not have been my first choice. I hope the new box goes where it is supposed to be shipped. I want my money back for the first box of cookies that were never delivered. I would not be filing this complaint if Cheryl's customer service had been willing to help me. First and last time I will ever order their cookies again.

      Business Response

      Date: 12/26/2024

      Dear ******,


      Thank you for reaching out to us. I am truly sorry for the issues that you have been having. I have provided a full refund per your request. 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

      [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:12/19/2024

      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 am writing to express my ongoing frustration regarding my order W01005923640958, (72 holiday cutout cookies) which was placed on 12/7 and was supposed to arrive by 12/10-12/11. Unfortunately, it is now 12/19 and the order has been lost in transit and has not been delivered, and my efforts to resolve this issue have been unsuccessful.I have spoken with several representatives, two of whom assured me that a replacement order would be sent out (see attachment of emails.) However, when I followed up with additional inquiries, I was told by others that the original order is set to be delivered the next day, which it never is. This conflicting information has left me confused and dissatisfied.Additionally, each time I respond to an email, I receive a reply from a different representative who seems to have no knowledge of the prior conversations. The lack of continuity and attention to the previous emails has caused significant delays and confusion in resolving this matter.This order was intended for an event that has already passed, and I am now requesting an either a prompt replacement order or a full refund. I believe this is a reasonable expectation, given the circumstances.I trust you understand the importance of resolving this issue quickly, and I would appreciate your urgent attention to it.Thank you for your time, and I look forward to a prompt and satisfactory resolution.Sincerely,***** ***********

      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 has arrived and I have provided a full refund per your request. 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

      [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:12/12/2024

      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 worst customer service ever. I ordered a set of *********************. ********************* were flat and hard and not the normal standard. It was definitely a bad batch. **************** *** offered me a $10 coupon toward a future order. That covers 3 cookies and not the shipping. Their live chat was the worse experience. It took 4 ***resentatives and still not resolved. Their website says products guaranteed but I guess not?

      Business Response

      Date: 12/13/2024

      Dear *****, 


      Thank you for reaching out to us. We are very sorry that your order arrived in the quality that it did and for the poor customer service you received after.  

      Upon investigating it does look like a replacement order was issued yesterday and is scheduled to arrive 12/14/2024. We have also issued a $15 Savings Pass which will be emailed to you in approximately 5 days, this can be used on any future orders with us or any of our family of brands at the top of our website. 

      Again, we apologize for any inconvenience this has caused and hope to better assist you in the future. 

      Sincerely, 

      ******* *.
      Cheryls Cookies 
      Enterprise ****************** Specialist

    • Initial Complaint

      Date:12/12/2024

      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.
      Placed 3 orders with 3 different addresses and tracking is not available and I have wasted money . Ordered online and will not do it again. Tried call and got 800 Flowers! Unacceptable business practices.

      Business Response

      Date: 12/17/2024

      Dear *****,

      Thank you for reaching out to us. I am very sorry for any inconvenience this may have caused. We know you spoke with one of our agents but we wanted to send a response here as well.
      We have issued a refund of $37.98. Please allow up to 10 business days for the refund to post with your financial institution. Thank you!

      Sincerely,

      ******** *.
      Cheryls Cookies

      Customer Answer

      Date: 12/18/2024

      [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:12/12/2024

      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.
      On 10/27/2024, I placed an on-line order at Cheryl's Cookies. You have the option to choose your delivery date, so I choose 12/12/2024-12/13/2024 for my delivery date. A day prior to 12/12, I contacted Cheryl's chat to get the tracking for the order. I was informed there was NO tracking available, but I was ASSURED that the order would arrive to me by 12/13/2024. On 12/12/2024, the tracking was now available, with a delivery date of 12/14/2024. This date is too late for the event that I needed the order for. I contacted chat again and was brushed off. The ***resentative stated that my delivery date was ONLY one day off. If Cheryl's is not going to honor a customer's choice of a delivery date, then this should not be an option in the check out process. I requested a refund, but the *** kept trying to get me to accept a reship of the same order; which defeats the purpose because I would still not get the order by 12/13 pm time. I would like Cheryl's to refund my $60.58; which was on a gift card ending in #****. I am now having to run around and find a ***lacement for this late arrival order!

      Business Response

      Date: 12/13/2024

      Dear ******, 


      Thank you for reaching out to us. We are very sorry that your order may arrive tomorrow after the time when it is needed.  

      Upon investigating it does look like the package was scanned yesterday by ***** approximately 2 hours from it's destination. Very sorry that there have been no updates from *****, which we have asked them to look into. We do have hope that this package will still arrive today and we will keep an eye on it. 

      We do also see that a full refund was processed on this order as of 12/12/24. A new Savings Pass, which acts as a gift card, with the full amount will be emailed to you in approximately 5 days. If you do not get that email, please reach out to us and reference the order number, that card information will be located on the order.

      Again, we apologize for any inconvenience this has caused and hope to better assist you in the future. 

      Sincerely, 

      ******* *.
      Cheryls Cookies 
      Enterprise ****************** Specialist

      Customer Answer

      Date: 12/20/2024

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

      Complaint: 22678289

      I am rejecting this response because:  To date, I have still not received any kind of refund or gift card in the amount of  $60.58.  I havent received any email and there is nothing listed in my Cheryl's account.  I have no idea where the refund or credit is, but this is VERY unacceptable!

      Regards,

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

      Business Response

      Date: 12/23/2024

      Dear ******, 


      Thank you for reaching out to us. We are very sorry for any inconvenience you may have experienced.

      We do see that a full refund was processed on this order as of 12/12/24. A new  Savings Pass, which acts as a gift card, should have been mailed out at the time of the refund, but was not.

      A  Savings Pass has been issued to you today and will be located in an email within seven days to you're confirmed email address.



      Again, we apologize for any inconvenience this has caused and hope to better assist you in the future. 

      Sincerely, 

      ******* S
      Cheryls Cookies 
      Enterprise ****************** Specialist

       

       

      Customer Answer

      Date: 12/27/2024

      [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:12/10/2024

      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 cookies as finals care packages for my two college daughters. Selected a delivery date and was told they would arrive between Dec. 7-9. Now, the estimated delivery is December 13, which is when my daughter will not even be at college at all any more (she leaves Dec. 12). I reached out to ****** and get a refund. Was told I could only get a $15 credit toward a future purchase. I paid for cookies that I was promised would be delivered within a certain window, but it won't make it there at all in time. So now I have paid for a meaningless delivery that my daughter will not even receive.

      Business Response

      Date: 12/11/2024

      Dear April, 


      Thank you for reaching out to us. I am very sorry that your order was not delivered on your intended delivery date and for the poor customer service you have received. This is not the experience we want you to have and we want to do everything we can to make this right. 

      As requested, I have issued a full refund for the order that had a delayed delivery date of 12/13/24. Your refund is being processed and will be applied to your original form of payment. Please allow up to 10 business days to post to your financial institution. 

      In regards to the second order, I have confirmed that we received a confirmation of delivery from ***** on 12/10/24; however, as this would still be past the intended delivery date we ask that you please reach out to us if your recipient did not receive this order and we will be happy to assist you. 

      Again, we apologize for any inconvenience this has caused and hope to better assist you in the future. 

      Sincerely, 

      ******* *. 
      Cheryls Cookies 
      Executive Services 

      Customer Answer

      Date: 12/17/2024

      [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.

    • Initial Complaint

      Date:12/03/2024

      Type:Customer Service 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.
      Paid to renew my *********** ******** on 10/23/24. My credit card was charged. My account still shows inactive and I am not able to order anything with free shipping. I have made 3 calls to Cheryls and nothing has been done.

      Business Response

      Date: 12/05/2024

      Good afternoon,

      We have spoken with the customer. We apologized for the issues she had with using her Passport Membership and informed her that the Passport Membership has already been refunded and informed her of the refund timeline.

      Sincerely, 

      ***** **
      Executive Priority Services-Customer Care

      Customer Answer

      Date: 12/06/2024

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

      Regards,

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

    Cheryl's is NOT a BBB Accredited Business.

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