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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

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Cheryl's has 8 locations, listed below.

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    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:06/17/2022

      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 would like to file a complaint regards to Cheryl's cookies. I ordered DOUGH AND FROSTING PACK - CUTOUT AND VANILLA Product Number: ****** on June 6 2022 and I got the order today June 17, 2022 and the ice packs in the box was hot and the cookie dough and foresting melted. I contacted the company and they going to send me a another item free of charge. I would like to stress to the higher management that this type of items should be sent over night so the ice packs do not melt. I do not understand why Cheryl's would ship raw cookie dough and foresting in the summer months standard mail devilry and not express it. Raw melted cookie dough is dangerous to eat people can get sick, During the summer months its not worth sending raw cookie dough by Fedex slowest shipping it should be sent overnight. Order #: *************** Order Date: 6/9/2022

      Business Response

      Date: 06/17/2022

      We apologize for this customer's experience and sending an alternate product of his choosing.  The original product ordered is not offered throughout the summer months.  We did include cold packs which in normal early to mid June should have been sufficient to keep the product cool, however much of the country has been experiencing hotter than normal temperatures.  We offer our customers expedited delivery options such as 2 Day Air or Standard Overnight delivery for an additional cost.  If there is anything further this customer requires assistance with he can contact us at 1-800-443-8124 or [email protected].

      Sincerely,

      Cheryl's Customer Service Manager

      Customer Answer

      Date: 06/21/2022

      I am rejecting this response because: The box they shipped the cookie dough and frosting said in big letters RUSH! How does Cheryl's expect's Fedex ship this product faster and yet Cheryl's shipped the product by standard  method. If Cheryls's wanted Fedex to rush the package they should of did overnight not standard. I have all the proof and enclosed are pictures and also I would like to mention ice packs will melt faster than dry ice. Cheryl's should of put dry ice packs in the shipping box. I would also like to mention that when I was speaking to customer service rep through the live chat they never told me to throw away the cookie dough and frosting, they told me to keep it, this is very dangerous for telling a customer to keep cookie dough that was melted and it had eggs in it. 

       

       

      Business Response

      Date: 06/21/2022

      We will certainly take the customer's comments/suggestions about packaging and shipping of this type of product under advisement.  Our sincere apologies that the agent did not say in the chat that the products should be thrown out considering they were delivered melted and late.  Coaching has already been sent for this agent to ensure proper handling of these types of chats and interactions in the future.

      Sincerely,

      Cheryl's Customer Service Manager

      Customer Answer

      Date: 06/21/2022

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

    • Initial Complaint

      Date:05/19/2022

      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 an order on April 18th as a bereavement gift for a woman whose husband had passed away a few days earlier. I wasn’t informed of the delivery date until after the order was placed. The delivery date was supposed to be May 18th which in itself was unsatisfactory but I accepted it. Now the delivery date has been pushed forward to the 23rd or 24 th of May. This is totally unacceptable. Today my husband spoke with customer service and they have refunded the shipping cost but that doesn’t make it any more acceptable. We have ordered many times from this company and the service has always been exemplary but this incident is just not right!

      Business Response

      Date: 05/20/2022

      We apologize that this customer's order is delivering later than expected.  It should have been delivered no later than 5/19 and has missed that date by our shipper.  When the customer placed the order the date range of delivery should have been displayed before the customer completed the order.  The balance of the customer's order has been refunded for $65.12.  They should see that credit within 3-5 business days.  We are very sorry for this inconvenience.

      Sincerely,

      Cheryl's Customer Service Manager

      Customer Answer

      Date: 05/20/2022

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

    • Initial Complaint

      Date:05/05/2022

      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 an order that was shipped late by the business, and did not arrive by the delivery date. The order was shipped early in the morning of the same day it was to be received, which I find incompetent and unrealistic on the part of the business. I contacted the business to request a full refund. I was offered a lesser compensation in the form of a gift certificate, and that was not delivered during the time frame stated. 4/11/22 - placed order for delivery by 4/29/22 4/29/22 - 10:37 AM received email that order shipping label had entered the system 4/29/22 - contacted customer service that my order would be late. they said 'would make it right' and to contact when it arrrives 4/30/22 - order delivered, but late. customer service acknowledged and promises a compensation of $10 gift certificate to be received in 1-5 business days 5/05/22 - no compensation has been received

      Business Response

      Date: 05/06/2022

      We are very sorry this customer's order arrived a day later than requested.  It did leave our facility late and we are looking into the reason why.  A full refund has been issued for $29.99 and that transaction cleared on 5/6.  A savings pass was also sent but I will follow up with that information in a separate email to the customer.  Again, we apologize that the gift was late.

      Sincerely,

      Cheryl's Customer Service Manager

      Customer Answer

      Date: 05/06/2022

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

    Cheryl's is NOT a BBB Accredited Business.

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