Cheryl & Co. / Cheryl's Cookies

this is what I sent to them via chat after being cut off, and then calling, only to get someone who acted absolutely unknowledgeable, and also made fun of me with someone else while I was on the phone and could hear them!

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Hi! I am Cheryl's® Virtual Gifting Assistant.
How may I help you today?

You all need to get better help to answer questions both via chat and on the phone. My employer sent me a gift for Christmas sent on 12/18/2021 and received TODAY 1/12/2022. It says eat within 4 days or freeze for 6 months. Your representative states the packages are shipped in a dry ice box. Well, my box has been out and about in transit for 24 days. No one can guarantee the cookies were kept chilled. The "day of freshness" is NOT the day of receipt, by the way. The day of freshness is the day the food is cooked and packaged, not 24 to 30 days after the food was cooked and packaged. Trying to explain all this to your representatives was an exercise in futility to determine if the food is safe to eat. After the first person didn't come back to the chat, and the person on the phone could not follow my query about whether the cookies are still consumable, given the "eat within 4 days or freeze immediately for 6 months notification" we decided to just throw the cookies in the trash. I hope this satisfies your representatives, who acted like I was intruding on their day and could not answer my questions. Best wishes to your company with the horrible customer service.

I wanted to send 2 different sets of holiday cookies to staff at hospitals in Hawaii. I called before placing the order to make sure it would arrive before Christmas since it was going to Hawaii. The representative that I spoke to assured me that the cookies would arrive in time for the holidays. On December 10th I placed the orders online. The same day I spoke to the representative on the phone. Once the orders were placed one of the arrival dates said 12/20. The other arrival date was 12/23. I was pleased with this. While tracking the cookie order I noticed that by Christmas the order that was suppose to arrive by 12/20 had not even been shipped. They other order said it had shipped, but had not arrived at its destination. I called and spoke with the same representative I had originally talked with. She checked the status of both orders in which she had to place me on hold for an extended amount of time. Once back on the phone she told me that both orders would arrive on January 3rd! I asked why the delay. She said that it was because it was going to Hawaii. I explained that I had spoken with her before I placed the order and was assured that it would be there before Christmas. I explained that if I had known it would take so long I NEVER would have placed 2 orders for around $150 with a large amount to include extra shipping (since it was going to Hawaii) for it not to get there until after New Years! To make matters worse the representative told me that she could compensate the 2 orders by sending an email that would credit me $10 per order for a total of $20. I was still dissatisfied, but at least it was something. Once I checked my email a few days later I saw the discussed e-mail. it was not a credit at all. It was a $10 off coupon for my next purchase! Are you kidding me? You think that after my experience with Cheryl cookies I would order from them again? Ha NO!

Cheryl's

METALLIC TREATS BOX
Product Number: 283301
Price: $24.99
Arrives On: 12/20/2021
Quantity: 1
Order Total
Subtotal: $24.99
Shipping Charge: $20.98
Tax: $2.17
Order total: $48.14

HOLIDAY FLAVOR COOKIE BASKET - LARGE
Product Number: 283441
Price: $69.99
Arrives On: 12/23/2021
Quantity: 1
Order Total
Subtotal: $69.99
Shipping Charge: $25.98
Tax: $4.52
Order total: $100.49

(Response to my dissatisfaction after call with the representative)

Dear JENA,

Re: Order 6158533.1

I want to thank you for taking the time to contact us regarding your experience with Cheryl's. We care deeply about providing our customers with quality, value and exceptional service, which is why your satisfaction is 100% guaranteed!

In order to live up to the trust you placed in us with your original order, I am enclosing a Savings Pass for you to use on a future purchase. You can place an order on our website at Cheryl's or on the phone at [protected]. We also welcome your savings pass at Cheryl's Retail Stores.

We always welcome comments like yours as they help us identify areas in which we need to improve and provide us with the opportunity to better serve our loyal customers down the road. Thank you again for your feedback and contribution and I look forward to providing you with the extraordinary level of service you deserve in the future.

Sincerely, ​

George Schmidt
VP & General Manager