Cook Store
reviews and complaints

I have placed several orders with Cook Store over the past couple of years. First, as a Canadian, I prefer to shop at Canadian businesses. They are not frequently found online. I do all the cooking in the family, so I love to browse all the cooking-related items they have. It is my go-to when I need kitchen/cooking equipment, before I look anywhere else.
There is a lot of variety and selection over a broad range kitchen and cooking hardware types and brands. Lots to compare.
After placing one order, I received an email saying that one of the items was not in stock. I was offered two other similar items, or could wait until re-stocking of the original items. This was the only time an item was not in stock. Great customer service!
The 2 pieces I ordered this time arrived quickly. They were both good quality major brand name products, as was mentioned in the description. I chose these particular items as they were well reviewed on the site, and on other sites. Pricing was good, and less than ordering from a US site, or ***, (no, based on past experience!).
I am glad there is a Canadian source for kitchen equipment! I will continue to shop at Cook Store for all my kitchen and cooking needs.

Chris M

Late is an understatement. The customer care staff,***., have done nothing but give me the run around. They charged my card over April. 23rd 2020. The failed to update their inventory list and subsequently took my money for an item they did not have. After a compromise on MY behalf I settled for a model that was of lesser caliber.

Now I'm sitting here waiting for 2+weeks after their mistake and it turns out there is another delay. ZERO ACTION to inform me. I emailed ther customer care center and asked for and explanation and for them to right this horrible experience and I was simply given a sorry and asked if I wanted to cancel my order after waiting 3 weeks. This is unacceptable business conduct. I could of took my business to the ***s and ***, but I decided to shop Canadian and this is the worst experience I've ever had. There is 0 empathy for their actions and I am not the only one as online reviews are as low as 2.3 avg. This company is misleading and mismanaged as they charge your card and then give you the run around as to why they don't have what you originally intended to buy and take 3+weeks to attempt to deliver it.

I still have not received my item.

DO NOT BUY FROM HERE YOU WILL REGRET IT.

I chose this business because it is Canadian. They carry the one specific item I needed. Ordering on the website was onerous and very time consuming. Free shipping over $99.00: added 3 more items to qualify, only to discover in last stages of check out that they don't ship free to my address. Added code for $10.00 off to use right away. It didn't work. Enquired and eventually was told that I had to spend $179.00 to use the coupon, so I should add more items to my order. (Where was that fine print on the website?). I placed my order 3 weeks ago. It hasn't shipped yet. Have only received one email update, which provides minimal information- only says they are waiting on one of the four items in my order to arrive at their warehouse. I don't know which item it is. If it is an item I added to get free shipping (which doesn't actually apply to my order anyway) I can do without it. I have no idea of when they expect the order to ship. My motivation to purchase from Cook Store was convenience and perhaps cost savings, neither of which has panned out. I spent over an hour trying to place my order to begin with, on false premises. At this point I am ready to cancel the order and buy locally from 3 or 4 different shops. Will not purchase from them again.

I am writing to file a complaint against The Cook Store Inc. regarding an order I placed for a coffee machine on September 22, with order number 191337. As of December 27, I have yet to receive the coffee machine and very few updates on its status. I have attempted to contact the company via phone, but have consistently been left on hold or disconnected. When I have tried to communicate via email, the company has stopped responding to my messages. According to the company and my last email correspondence my order should have been delivered on November 30. However, it is now almost the end of December and I have not received any information on when I can expect to receive the coffee machine or any shipping updates and they have seemed to have cut all communication. I am extremely disappointed with the level of customer service I have received from The Cook Store. I feel that my order has been mishandled and I am frustrated with the lack of communication from the company.

I ordered a *** mixer back on May 27th. I was informed awhile later that they didn't have it in stock and that it would be in in the next order within a few days, they were experiencing delays due to Covid, which I understood. Again nothing, then I was advised it was back ordered and they couldn't say when it would be able to be shipped it me. They advised I could leave it as is and wait or get a refund. I chose a refund as my wife didn't want to wait. I was told it would take a couple weeks to be refunded. I received a. Email last week, which was a few weeks after when my money should have been refunded, and was told the mixer shipped, I messaged them and advised this was suppose to be refunded, they said I should be able to refuse the shipment, which I did with no issues and I wasn't put out by it at all. I sent a courtesy email saying it was sent back and I deceived an email saying allow a return 21 days to be processed and that they quarantine all packages for a week, which I understand. This is my money and it should have been returned a month and a half or so ago. How can you advertise that you have an item and not have it and then be put through all of this.also this is all documented via email. Seemed like a decent company but getting your money back seems impossible.

Placed order Mar 21, checked Apr 1 as still no shipping confirmation send yet. Told they be checking with shipping and would get back to me. Apr 7 still waiting for reply from Apr 1 request. Apr 9 check again, told item needed to be ordered to fulfill my order (no such info passed on to me), told "good news it just came and in shipping and to expect shipping details shortly." Apr 14 still no shipping details, request for update again. Told in shipping to be shipped out in 24 hours. Apr 20 still no shipping details, request again for update. Apr 27 another update request, answered Apr 28 with still waiting on shipping department. Apr 29 asked where the disconnect is, they were STILL TRYING TO GET UPDATE FROM SHIPPING. At this point more than frustrated, said notification of shipping details by noon next day or cancelling order or allow me to do pick up in person (5 hour drive) if actually in shipping department. Apr 30 told absolutely no pickups allowed and still waiting on shipping department. Gave benefit of doubt, said noon next day for shipping details or I'd cancel. May 1 cancelled asked for immediate refund. Now this wait starts as they quit communicating with me after Apr 29. Poor review based on horrible customer service, disconnect between departments, no keeping customer updated.

I ordered 2 *** from them. Both were over $100 each. When I received the sautee pan, there was a dent on the edge and I took a photo and contacted them immediately asking for a replacement. Instead of immediately sending me a pre-paid label to return the product, they offered me $10 to keep the product. The product was $110, and they only offer me $10 to keep a product where the integrity of the non stock coating has been compromised. What a joke. I told them I do not wish to keep a damaged pan. It took 3 more emails to finally get the prepaid label after 2 weeks! I immediately shipped the product back. They received it on Nov 1st. On Nov 25, I still did not receive the refund. I emailed to follow up and then suddenly the refund was processed. I was horrified to see they deducted part of the $10 discount that was applied to the order. Seeing as the other item I kept was over $130, it more than qualified for the $10 to be used on its own. You would think that when they ship a damaged product, they would offer a discount code as a gesture of goodwill for future purchases to compensate for the inconvenience caused. Nope, not with the cookstore. Instead they make the situation worse by deducting part of the discount from my refund. I am LIVID. I will never purchase from them again. If I were you I'd stay away as well. There are many other online retailers that sell the same products, do not waste your time purchasing from the cookstore.ca

I have been very impressed -- delighted -- by how Cook Store dealt with the issues I experienced with a name-brand blender I purchased from their online store. My experience clearly demonstrates that Cook Store truly values their customers and particularly their time. The blender I purchased from Cook Store failed after only a week. Customer service quickly responded to this issue, shipping a complete new blender with all accessories -- and with no need to go through the hassle of returning the defective blender. Sadly, the second blender also failed in a few days. Both blenders were likely from the same manufacturing batch, and both failures were due to the same defective electronic component -- a quality issue that is the manufacturer's responsibility. Based on the two failures, I decided this blender and I were not meant to be together, so I offered to return the blender so Cook Store could issue a refund. Cook Store agreed to the refund, but once again, no need to return the defective blender. This could have been a very disappointing experience for me, as my trust in a name-brand manufacturer and its product was tarnished. However, the excellent customer service provided by Cook Store was simply amazing -- and it instantly converted me into a very satisfied and loyal customer. I am only too happy to recommend Cook Store to my friends and family, and to prospective customers. It is nice to be trusted, and it is nice to have suppliers you can trust! Tom

It took them over 2 months to tell me that a product that I had ordered had been discontinued. I was told that that I could have a refund or order a substitute product. They told me that they would cover a reasonable additional cost. I ordered a substitute but they did not accept the substitute and attempted to lowball me with an inferior product that was over $30 cheaper than what I originally ordered: obviously an insult to my intelligence. I had to point out to them what they wrote so I sent them a copy of the email that they sent to me offering to cover an additional reasonable cost:

***

Having done so they offered to discount the substitute product that I ordered by $10. I asked them why they hadn't told me this originally instead of charging me the full difference between the substitute product and the original product that I ordered. ***
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If I never hear of Cookstore.ca again it will be too soon.

The worst customer service I have ever encountered. You can not speak with anyone to discuss a seriously late order (7 weeks). Your only option is to send them an email which they claim to respond to in 1 to 24 hours... it has been 4 days. You can, however, speak with someone if you have a question before purchasing something. My concern was specifically if they had the item in stock or if they had to get it from the distributor because I needed the item within a certain timeframe. The gentleman I spoke with was clear that they did have to get the item from the distributor but said that I should have my order within a week or two. He then further assured me that I would receive emails updating me along the way and that I could cancel my order at any time if it didn't work out. I received exactly 2 emails from them. One stating that they were getting the order ready and another that it would be delayed by 2 weeks. I followed up after 5 weeks and was told it would be another 2 weeks. The time frame where I need this item is running out so I followed up by email again last week and have not heard from them. I called today to follow up and was greeted with a super belligerent sales person who was not at all interested in helping and treated me like I was an idiot for not knowing that their supplier was not shipping anything until February or March. The call ended with him hanging up on me. I understand that these are trying times and that supply chains are not what they used to be but this is where good customer service is even more important. I spent $1800 on an item after explaining that I had a timeframe I was working with and I can't even get a response from this company. Truly disheartening.

I placed this order on May 13th, and was charged to my cc on May 17th for the order. Even though my cc had already been charged, for some reason there was concern over my credit card details, a ticket was opened to confirm specific details about the credit card. After promptly replying to the ticket with all the necessary information, I received several calls from customer service to re-confirm my credit card details, again even though my credit card had been charged nearly a week prior to the initial ticket. I have never had this issue with any other online retailer, where I am being asked to confirm my phone number and address from the retailer. Subsequent to providing all the information required, I was told that a customer service representative would be in-touch to confirm the status of the order and that it would ship shortly after. Over a week and a half has passed since this time, and it has been radio silent. I reached out to customer service multiple times, after which they responded on June 1st that your order has been shipped. Since then it has been almost a month and I still have no work of when I am going to receive my shipment, they have sent me multiple tracking numbers,every day they are updated to state the product will arrive today however it never arrives. I spent over $1,000 on one order and have never faced such terrible customer service. I am left questioning why I didn't purchase directly from the supplier, given that their price point was the exact same. I would never recommend anyone to purchase anything from here. As of June 18th, I have no idea when my product will arrive, customer service is unresponsive, and I've had $1,000 tied up in this transaction for well over a month.

Absolutely the worst. Most these reviews are about shipping or product quality. I am sure the shipping is sent in a timely manner and I am sure that the products are what you expect. What you don't expect in 2021 is to have your purchase vetted to the point that the order gets cancelled. I placed an order - ship to address is different than billing address. Because of this they needed to talk to me to "confirm the order". Ten emails went back and forth from the same email address I used on the purchase order! But that wasn't good enough, they needed to "speak to me" so I gave them my cell but to limit spam calls my cell sends 800 numbers directly to VM so I offered they should call me form the office number which has a provincial prefix OR I offered to call them - NO that won't work for them (and by the way they never even called me because I had no VM from them. Imagine, I am just trying to buy some *** pots and pans at $400 - if it were a $3000 copper set then this debacle would make a little more sense. If the card was stolen as seems to be their concern I am not sure a thief would use a stolen card to but pots and pans, further if card was stolen it has nothing to do with them or the purchase, its a card holder / CC company matter. So after offering to call them, after asking they call from a non 800 number, after seeing the order email and the ensuing argument emails back and forth are the same - after all that they cancel the order. Nice one. Good way to treat a customer. Never in my online experience has this happened or that I had to be vetted for my purchase but I guess there's a first for everything. I am sure someone else will appreciate my lousy $400 purchase. i will not be back and will share my experience

I will never do business with Cook Store again. I ordered a blender and blender jar accessory on Nov 9 for $320. The blender jar was drop-shipped from ***, arriving Nov 16.

Nov 22: I inquired about the status of the blender and was told that they "typically estimate 7-14 days excluding weekends and holidays for an order to be filled and sent out." i.e. they estimate that it takes more than 1 week and up to 3 weeks less a day before they ship a typical order!

Nov 23: I received an email claiming that the blender was shipped but the *** tracking number they provided was "NA 2-6 DAYS", not a tracking number. Nothing arrived so on Dec 2 after I asked for the tracking number, they sent the tracking number for the blender jar that was received Nov 16. When I pointed this out they said the blender was "misplaced or lost in shipping" and opened a "replacement order" on Dec 6.

When no blender or notification of shipping arrived, I emailed Cook Store again on Dec 18, 22, 24, and Jan 4 but received no response to any of these.

Jan 7: Two months after placing my order, I opened a *** Dispute which *** sends to Cook Store asking for their response to my allegations.

Cook Store did not respond to the Dispute, so on Jan 14, I escalated the *** Dispute to a *** Claim. *** gave Cook Store until Jan 24 to respond.

Instead of responding through the *** Claim process, Cook Store worked around the process, contacting me by email on Jan 18 to say that my order was cancelled and a refund had been issued. I responded immediately, noting that I did not see a refund. On Jan 21, Cook Store said that *** was blocking the refund because of the Claim I had made, and asked me to close the *** Claim.

Cook Store never responded to the *** Dispute/Claim process so on the morning of Jan 24, *** ruled in my favour and issued me a full refund.

First of all, if a ZERO STAR rating was an option here it is what I would select for Cook Store (cookstore.ca). Please save your time & money - DO NOT order from this bogus company. I ordered a set of *** salt & pepper mills through this company instead of *** because I wanted to support a 'Canadian' company. Ha! Two months after ordering & payment I had received no updates regarding my order & the link Cook Store provides to follow your order provides NO information, nothing whatsoever. I tried phoning numerous times however the phone line places callers in endless loops & finally rings endlessly with no option to leave a message (not that they would call you back). By this point I had a really (un)funny feeling about all this & decided to email them to cancel my order & request a refund. Their initial response suggested the salt mill was holding up the order (it's a set!) & asked would if I like to receive it on its own and only cancel the pepper mill (which is really the only item in the set I want). I replied "No, refund the entire order. It's a set". They then replied again to suggest I review their website & choose other items I might need in the kitchen instead. (Yeah right, so I can repeat this process again & again until they go out of business & I lose my payment?) I replied "NO. Just process the refund!" which they finally did BUT informed me it could take up to 7 business days before I see the refund. I did not believe it would actually happen & I checked my online account everyday until I finally saw the refund completely processed. AND GET THIS... Cookstore.ca had the AUDACITY to ask me "How would you rate the help *** gave you? Please select a star rating in order to leave a review ". Can you believe it ?!? So, in the end, I ordered the same *** set (but with a tray included) from *** for the same cost and it arrived to my front doorstep TWO days later. Anyway, I recommend avoiding this *** company.

TERRIBLE EXPERIENCE!

I ordered a Baguette Baker on April 28th as a Mother's Day gift. It is now June 8 and I have not yet received my order.

On April 30th after placing the order I followed up requesting the tracking number and was told there was a delay from the supplier and that CookStore.ca could "expect to receive this shipment by mid next week". On the same day in a conversation with ***. I was told "What I can do however is make sure that the day that this arrives we will get this turned around on a truck and out the door for delivery to you".

As mid next week came and went, the package was not received nor did I receive a tracking number. I followed up again on May 7th only to be told "This supplier does have significant delays due to COVID-19, but they are still conducting business and shipping. You will receive your order, and we expect this shipment any day. We apologize for the inconvenience."

Understanding the delays due to the global pandemic, I decided that since the product would not arrive in time that a photo of it with an IOU would be best. Mother's Day came and went, and I continued to wait for any sign of the product to arrive and be shipped.

After further follow ups with very little information provided, I was once again told on May 28th by ***: "What I can do however is make sure that the day that this arrives we will get this turned around on a truck and out the door for delivery to you".

As of June 4th at 8:22 AM I was finally told that the order is "actually in shipping now! You will be receiving a shipping notification shortly as well to the email you used when you placed the order". It is now June 8th and I have still not seen a tracking number, or even any indication that CookStore.ca is fulfilling what I was told about "the day that this arrives we will get this turned around on a truck and out the door for delivery to you".

As mentioned I fully understand there are delays due to the current global situation. However, I was also told on May 1st by ***. that "We offer one method of shipping, which is ground shipping via expedited parcel, *** or ***. From our warehouse to you is quite quick, it is our re-stocking from suppliers that has shipping delays." Now that the product has been restocked from the supplier I'm concerned about what is taking so long for it to be turned around and out the door. This item was supposed to be a Mother's Day gift and was ordered on April 28th. It is now June 8th. These generic messages and lack of customer service is unacceptable.

I ordered ceramic stones for a commercial pizza oven on June 30th. I paid around $350 and was happy to wait for my new pizza oven stones. Cookstore emailed me on July 10th, to say that my order had been delayed due to Covid-19 shipping issues, but that they were working closely with the supplier to get this out as soon as possible. I was offered a refund if I wanted, or to keep waiting for the item. At this point, I figured I would give them some time, as there was no urgent rush for me to get the product immediately. The last email they sent me was July 30th, it looked like an automated message, it said my item had not been shipped within 30 days. That email said that if I was OK with waiting, they would ship my item as soon as they received it from the supplier. I waited until November 14th with no response from them whatsoever, so basically three and a half months since their last reply. I replied to THEIR email from July 30th, and asked what was the status of my order. Initially they came back saying they couldn't find my order, even though I was responding to their own email. This was my first indication that their customer service leaves a lot to be desired. I gave them the order number, and they told me that the supplier was still having shipping delays, and offered me a $20 whisk for free for the inconvenience, they said it would be included in my order once it was finally completed. So I figured I've been waiting four and a half months, I will give them just a bit more time, as they still seemed optimistic that I would still be able to get my item. I was curious to see if the item was even still listed on their website, I went and checked, and saw that it was no longer even listed on their website inventory. I messaged them back on November 19th, to mention that I didn't see the item on their website, finally they admitted to me that they discontinued this item. It's strange that they didn't think it was important to let me know, I had to chase them and basically drag an answer out of them. They offered that I could check their website and select something of the same value, or slightly higher, instead of a refund. I checked their website and saw nothing else I needed, so I asked for a refund at this time. They came back with email asking AGAIN if I wanted another item instead of a refund, When I had already clearly said I wanted a refund. I again declined their offer, and requested a refund. So after a few days (January 4th) they finally came back and said that they tried to refund me but my credit card expiry date had changed, so they required the new expiry date. I sent them a reply January 5th with my new expiry date, I waited until January 7th and sent another message, then another on January 10th, and the last one was January 11th.

I called in on January 9th and spoke with a *** who was not very professional! First of all, when you call in they have you press 1 if you have an existing order, or 2 if you want to place an order. If you press 1, it just gives you an automated message that they are busy because of the holidays, and to email them. If you press 2 however, they connect you to someone right away. This seems to be a trend with this company, they have no problem taking your money, and are very eager to do so, but they don't want to help you after they have your money. I had to press 2 to actually get through to a live person, then explain why I was calling. The *** refused to acknowledge my frustration, (I was a bit flustered but polite) I tried to explain to her the history of the situation, but she literally kept cutting me off as I was trying to talk, she made it seem as if she was trying to be helpful and change the subject, but she was being very passive-aggressive, and refusing to accept any fault on their part. Then she tells me the reason they didn't reply to my emails is that they needed the entire credit card number, not just the expiry date as they had said in the email. I asked her why they didn't just say that by email, instead of ignoring me for a week? She had no answer for this, she insisted that they do not keep the credit card info in case their system gets hacked. I reluctantly gave her my credit card info, to which she assured me I would get an email to confirm the reimbursement. So I waited until today January 14th, and I called again after still receiving no email confirmation, or refund. I spoke with the same *** as on January 9th, she told me that my refund had been processed on January 10th and that it can take up to seven business days. She sent me a confirmation email after I asked her. Nothing is showing up on my credit card yet. This company has been very hard to deal with, I would not recommend them, nor will I ever buy from them again. Very bad service.

I placed an order for 3 items on Sept 15, 2022 (#190886). Since my order was not shipped, I inquired about the status and on Sept 26, 2022 I was told that the information they currently had available indicated that one of my items, Cuisinart - Salad Spinner - CTG-00-SASC (22.99$), was delayed and estimated to arrive in late November. I asked if I can get the remaining 2 items shipped to me. I got a reply that unfortunately Cuisinart was having significant supply chain issues, and it was taking longer than usual to be delivered. Since I have been waiting for a long time, they offered, if I was willing to wait a little longer, to discount my delayed item by $10, which they did. On Nov 14, 2022, they shipped my other 2 items and I inquired again about the salad spinner. They replied that the delayed Cuisinart - Salad Spinner - CTG-00-SASC will ship once it had arrived to their warehouse. They were currently estimating arrival to their warehouse in early December. This was the last I heard from them. I inquired again on the status of the salad spinner on Jan 24, 2023 and I found the CBC article about the company that came out on Jan 20, 2023.

We placed an order for a Chef's Choice - 3 Stage *** - 15XV on Nov 27, 2022 and received an automatic order confirmation via e-mail to my *** e-mail that same day (Order ***). It was in-stock and website said it is typically shipped in 7-14 days. On Dec 3, I still have yet to receive a shipment confirmation so I e-mailed according to their website, [protected]@cookstore.ca and received no response. I followed up on Dec 12, still no response. Thus I called their number from the website [protected] and I only received an automated message saying to e-mail [protected]@cookstore.ca. I e-mailed [protected]@cookstore.ca 3 times with no response. All I wanted was a status update on the shipment (hoping for any update whether it has been processed, delayed, etc) yet I received not even an acknowledgement on my inquiry. This is supposed to be a Christmas gift so in my e-mails, I made sure to mention that I would like to cancel my order if I receive no response by Friday Dec 16. I even e-mailed on two separate e-mails ([protected]@gmail.com and cher.[protected]@outlook.com) just in case it was an issue on my end, but no response on either e-mail. I am filing this complaint due to such a horrible lack of communication and customer service I do not trust that they would cancel my order properly since they do not even respond on a simple order status inquiry. I need this order cancelled and all charges refunded which should not be an issue since my order has not even been processed/shipped yet

Order made on 11/10. As of 12/11, order neither received nor shipped. The merchant has refused to issue a refund. I placed order #*** on 11/10. I received an e-mail on 11/13 that shipments were delayed due the pandemic. On 11/20, another e-mail came, indicating that product was on backorder. I inquired about order on 12/3. The merchant cannot be reached by telephone, as advertised, only by e-mail. I received an e-mail reply on 12/3, which stated that the order was ready to ship immediately and a confirmation with tracking would be sent 'shortly'. On 12/6, I requested a refund. On 12/7, I received a reply stating that my order could not be refunded because the items were in warehouse and ready to ship immediately. On 12/10, I received an automatically generated e-mail stating that I would be eligible for a refund because it has been more than 30 days since placing the order and the order has not yet shipped. Again, I asked for a refund on 12/10, referring to the policy outlined in the e-mail, but the merchant directly contradicted the policy outlined and refused to issue a refund, stating that the items were ready to ship. I have also indicated my frustration and disappointment with the merchant, but the customer service representative has not once apologized or acknowledged my grievances. I believe the business is fraudulent in its claims that items are available to ship. They directly contradict their own policies and their customer service staff is not available except by e-mail despite stating on their web site that their customer service line is open.

Thank you for reviewing this complaint. I ordered items from Cook Store on November 25th, 2022. The order number is ***. The total was $325.03. I paid for the items in full using my credit card. The order has remained unfulfilled to this date. I have called the company over 10 times throughout the month of December. As of January 5th, 2022 their advertised "expert help line" [protected]) rings twice and then disconnects. Prior to this, there was an automated message that instructed the buyer to send an email to [protected]@cookstore.ca and the email will be responded to within 1-2 business days. As of January 5th, 2022 I have sent 6 emails since December 23rd, 2022. When I have remained on hold on their expert helpline, there has never been an individual on the other end pick up. After 15 minutes or more, the call was automatically disconnected. I believe I have done my due diligence in trying to establish communication with this business. I now have a significant charge on my credit card since November 25th and no status on my order and no ability to follow up with the company. On review of web entries surrounding this business, I see that I am one of many individuals experiencing the same problem. I am concerned that others will fall victim to this company and potentially lose money as a result of their poor (or non-existent) service. Specifically, I am now looking to have this order cancelled and a full refund on my credit card. I have filed a charge dispute with American Express as well in an attempt to recover my funds. I have uploaded the pertinent documents that show the charge on my credit card, confirmation of the order remaining unfulfilled since November 25th, 2022 and the numerous emails I have sent Cook Store since December 23rd, 2022. Please do not hesitate to contact me if you have further questions at [protected] or [protected]@gmail.com. Thank you, Aaron Ruberto

I bought a matching set of 12 inch *** Classic Salt, Pepper mills online as a gift to a family member. ***, January 5, 2022, total incl. taxes $111.28 I chose to buy from Cookstore, because they advertised the best price. Salt mill was available, but Pepper mill ***, was on back order (and on sale). I advised both mills be shipped together, no partial shipment. I wanted to ensure matching set. No updates received unless I hastened Customer Service. Each time, *** in Customer Service advised same: "2 to 4 weeks". No reason provided. In the meantime, Cookstore advertised online identical Pepper mill, at a much higher price. (Perhaps the reason I wasn't sent the Pepper mill ordered at a much lower price?) On March 17, 2022, frustrated with Cookstore, I decided to forgo sale price for Pepper Mill, requesting cancelation of both items. Same day, *** advised the already available Salt mill was on it's way to me - it was too late to stop order, despite my explicit multiple requests that no partial shipment be made. *** tracking number advised delivery had been made to my door on March 21, 2022. I didn't receive it, advised Cookstore, again requesting a refund. *** sent return label for the salt mill, despite my not having received it, and therefore unable to use return lable. She also refunded the SALT mill, instead of the back ordered Pepper Mill. Cookstore would not be happy that she did that before receiving returned item. Yesterday, neighbor came to my door, with package (Salt mill from Cookstore). She knew I was at work and didn't want it left at my door. Now that I have the darn thing, I'm going to re-gift it and purchase a SET of Salt and Pepper mills Elsewhere. My request: Correct the billing which states that money has been returned for Salt mill, Cookstore admit error since *** will not, and issue proof that the refund is for Pepper mill. I want to ensure records are correct.

Aug17,/22 ordered a *** New Gen Toaster #*** for $281.39 and talked to their rep because the black one was cheaper than all the other colors. I asked her why the price difference and wondered if the color I wanted was cheaper because it was different. She said the difference was because they had so many. As of today I still have not received the toaster. In my emails they say it is supply issues. Never said why when there was an abundance of stock in Aug that I was unable to get a toaster. I placed another order on Nov 24/22 #***. The first issue on that order was a pizza knife. My spouse bought one already for xmas. Next day I cancelled it and was told my card would be credited. The item was taken off but my Dec credit card bill was not credited.. She charged my account with the original total of $289.93. However with the pizza knife taken off the order it should have been 232.19. I also ordered a timer an Escali Digital for 14.15 before taxes. It too was charged to my account but backordered. I have made several inquires on the toaster. Prior to mid Dec they always responded. I had also contacted the Canadian *** distributor. They were not having any issues getting toasters, but were unsure where the Cook Store was getting their toasters from. In mid Dec I sent another email with the question as to why when the Canadian *** distributor was not having a supply issue, I was still not getting a toaster from them. On another email, after getting my credit card bill I pointed out that my card was not credited for the cancelled knife. No response to these emails. I still have not received the digital timer. I have called their 800 number and after you wait a good half hour they say they are experiencing technical difficulties. I have called their president, no response. I have also asked for them to call me on their website, no response. Today I started just picking items off of their site and everything says sold out.

I placed an on-line order with Cook Store on October 9, 2022 for 3 items with a total value, incl. tax, of $116.36 - my credit card was charged immediately. On October 19, 2022 I had not received the items I'd ordered nor had the order shipped. I emailed the customer service email address. They responded on the same day, informing me some items are delayed and the order was now estimated to arrive in 2-3 weeks. I was satisfied with this timely response and waited for the order to arrive. On November 15, 2022 I had not yet received my order. I emailed the same customer service email account. I received a response the next day indicated again the items were delayed and the order was now estimated to arrive in early December. On December 12, 2022 I had still not received my order and in the *** app it was still showing as not having been shipped so I emailed Cook Store customer service again. I received no reply to this email. I emailed again on December 14, 2022 - no reply receive. I emailed again on December 15 and December 17, still no reply. On December 21, 2022 I sent another message, begging for someone to reply - and sharing additional personal information in the hopes that someone at Cook Store would be sympathetic and also quite frankly professional, and respond with some sense of where my order was or when I would receive it. Still no reply. On December 31, 2022 I informed Cook Store that they had until January 6, 2023 to respond or I would file a complaint with Complaintsboard.com, the *** and report Cook Store to my bank and open an investigation to cancel the charges and refund the amount I had paid. I made one last attempt to reach Cook Store at a different email that I got when I called their phone number (they have no live phone agents and currently refer customers to [protected]@cookstore.ca - the email address I used for this final message). I received no reply. All emails are attached. I'm now seeking a full refund.

On September 12, I placed an order for a stainless steel work table and 2 thermo circulators. In total a $4126 purchase. Sept 22, I received an email from their support team to let me know that a couple items from the order were delayed. Sept 28, I sent an order update request through the website which they responded to the following day saying that they would be forwarding my inquiry to a specialized agent. Oct 4. I replied to that email to state that no specialized agent had contacted me. Oct 6. Received an email stating that they expected the items to be shipped out on Oct 15th Oct 12. Received an email stating that they were aware of an order 30 days old, has not shipped yet ant they would keep me updated. I replied on Oct 26, 2021 to say that I was told it would ship on the 15th and we had still not received them. This is also the time that I was locked out of my account on the website, my credentials were not 'valid'. I asked them to look into that as well. Oct 29. I sent another email asking for an update on the order. Nov 2-3. Received a notice that the order had shipped without the circulators. The work table arrived weeks before this date. Also received an email explaining that they would reach out to the supplier and work on getting my account back up on the website. Nov 9. Cookstore emailed me to say that the circulators would be due to ship on Dec 16 Dec 20. Requested an update for the 3 month old order. Responded to on the 21st that they would follow up with the supplier. Dec 29, after no word from cookstore for 9 days, I emailed again about canceling the order. Responded to on the 30th asking if I was referring to a completely different item. I responded to that email with a copy of my invoice (attached). Finally I asked them to call me as I was unable to get through on their helpline. Jan 4, 5, 6. I've emailed them to call me again. no response. I've told them that I am filing a complaint with Complaintsboard.com and expect my credit card to be refunded.

On January 6th I order a *** automatic coffee machine in chrome, which the website indicated was in stock. The total was well over $3000 and my credit charged right away. January 27, when it still had not shipped, I contacted customer service and was told it had been shipped and was given a tracking number. But when I looked closer I realized that the tracking number was for a wok I had also ordered a few days after the coffee machine so I contacted customer service again. This time I was told my order was delayed and they would not have it in stock for 1-3 weeks, although when I checked online it still said in stock and ready to ship. It was early February at this point and I was getting sick of waiting so I asked for a refund. My biggest mistake was believing them when they emailed back and told me that the coffee machine would now arrive any day, instead of the 1-3 weeks they had told me 4 days prior. And they did offer a discount. I ended up getting a cappuccino cup set added to my order and then I waited. And waited. Two weeks later on February 21, when my machine still had not shipped I contacted them again and was told that the machine would not arrive until March but that they had the black version in stock if I was interested. It was a slightly cheaper machine and not the colour I wanted but I was getting weary of waiting by this time. I told them it would be an acceptable change IF they could ship it within 24 hours and that they would adjust the price. They emailed back, said absolutely it would be out the door asap. 24 hours later it still had not shipped so I emailed again asking them to confirm it would ship before the end of week, and of course they did not have that machine in stock either! They said it would arrive the following week and would be shipped to me asap and they would give me a price adjustment. But at this point I am done with this company. I just don't believe anything they say anymore and I just want my money back. Order #

I placed an order on Dec.3 based on their advertised 4-day shipping process - one Red lacquer 8.75" *** Pepper Mill "Paris" (model ***) and two *** Olive Wood Salt Keepers (model ***). Value with taxes & shipping $111.64. I received no indication that they had shipped the order. When nothing had arrived by December 16th, I emailed them to cancel my order and refund my money through *** - the source they used to collect it. As they didn't reply, I emailed them again on December 23rd, with the same request to cancel the order and to refund the money they had collected from ***. An e-mail arrived from them on January 12th saying that the shipment had left by Flat Rate shipping. I tried to phone to cancel the shipment, but could not get an answer to my call and there was no possibility of leaving a mesage. A package arrived from them on January 20th. I phoned immediately and asked why it had been shipped after I had cancelled the order and that I would appreciate they rectify the situation. I was told by the responder that she didn't know anything and for the delivery company to pick up the parcel. This didn't happen. I then e-mailed them, said I had the package and that I was willing to ship it COD VIA any shipper they wanted. On February 4, I received an email asking if there was an issue with or damage to the items. I replied no, that I had cancelled the order and asked for a refund on December 16th and that I would willing return it COD. February 5, I received a letter from *** D. - Product Specialist that the package had to be unopened and all merchandise had to be in the original packaging, and the original unopened box had to be returned in inside another box and that my RA# ***, had to be on all the surfaces of the shipping box. I included the information they requested, and on February 6th, shipped the box at my expense from the post office with a tracking request. The box was delivered to Cook Store On February 16 at 10:39 a.m. I have received no information from them, phone calls to them are "put on hold" for hours at a time.

Called company to confirm they had stock on an item, confirmed if I made payment by Visa over the phone during same call item would ship next day. Called November 6 spoke to Stephanie and she knew product was most helpful at the time. I confirmed product was in stock and if I made payment via Visa over the phone the product would ship for sure the next business day Monday November 9. On Monday I received notice that they were busy due to Covid and that they would not get a chance to ship product for another 3 to 6 business days. I tried to contact them via chat, phone /trouble tickets and received no timely response. Item ordered and paid for was VP215 Ary Vacmaster Chamber Vacuum Sealer. Amount paid was 1784.99 Order # ***. After not hearing from the after several attempts to contact them and leaving various messages I sent the notice via a trouble ticket to cancel my order and refund my money as the only reason I ordered from them was that they assured me that they had stock and item would ship Monday November 9. This was sent on November 9 with further instructions to follow up with me. Again, several messages left and their internal ticket processing shows receiving my request and various people had reviewed my ticket but as of November 15 I had not heard back from them. On November 16 I received an email notice via ticket processing software that my item was changed to waiting on Vendor. On November 16, I replied through their ticketing software that I had previously cancelled my order November 9 and if there was any doubt I was cancelling again. I could see receipt in their ticketing system that they rec'd my previous ticket cancelling order on November 9, I stated the same reasons for cancelling and lack of any response to my concerns. I advised them I wanted to hear from them by 10 am the following day Ontario time and if I didn't I told them I would be contacting the Complaintsboard.com and filing a complaint. Prior to filing this complaint now November 17, I tried to reach them by phone and was on hold in a cue without talking to any one for 44 minutes. During that time I rec'd several excuses via voice recordings with assurances that if I contacted them by other online methods someone would respond back within 4 business hours. With likely over a dozen messages left since November 9 and not getting anywhere I know a 4 hour response time is not true. During my call after waiting in cue for 44 minutes a voice similar to the previous recordings said we are expieriencing technical difficilties and my call was disconected. On November 16 I placed an order elsewhere for the same item. I expect and want a full refund and at this time I do not believe my order was ever filled and it has never been sent. I have all my documentation confirming same through the support ticket system.

Company is advertising availability with false statements In December , I ordered an item from these people and it stated on the item page "In stock and ready to ship". I ordered it, and it took a week to even ship it. I emailed and asked what was going on, they said "back orders from Christmas". I was OK with that reply, although it seemed a long time. Last Friday, I placed an order for two items. Both were "In stock and ready to ship" in a bright green circle. Yesterday, after not hearing anything, I called in and spoke to some person. I made it clear I was not happy about the fact it had not been shipped. I explained that "In stock and ready to ship" means 1 to 2 days is fair. Then she went on to tall tale #2, and told me it absolutely was shipping today (Wednesday) and I would receive the *** tracking information yesterday by later in the afternoon. Surprise! Did not get that yesterday, or today. So I started a flurry of messages to them. I made it absolutely clear I want to CANCEL the order. Even at this minute, it has not been shipped. What floored me was when I checked my online banking, they immediately charged my card last Friday at the online order! Imagine this - they lie about having it in stock, and clearly they don't - and they charge my card before they even order it from their suppliers! This is abhorrent and a most ignorant way of doing business. I made that purchase on the fact they advertise "in stock and ready to ship". Now I caught them at their supplier shell game, and they do not like it. I do not want this, I have already ordered it from somewhere else today. She is saying it "cannot be stopped from shipping". Really? It has not been shipped! That's a pile of garbage! I do not want to go through any return process with these people. And furthermore, I want to file a complaint of false advertising. After this incident, I now know what happened in December - they did not have that item "in stock" either! Look - I don't care if a business says it takes 2 or 3 days to get from the supplier. If this is the case, I can make my own mind up about whether or not I want to order it, and if it meets my time frame of need. But I will not tolerate deceitful practices, and so should no one else, and they need to be stopped from making these claims. I needed this purchase as a gift, and I needed it for Saturday the 29th. Its clear this will probably not even be shipped by tomorrow. So today I ordered the same item from ***, and I will receive it tomorrow. And they do not charge me until it ships, unlike those people I am filing the complaint about. Extremely frustrating...because of this *** business behavior. I will not accept this item from *** when it arrives, and I want a refund on my credit card which was charged ***. Thank you.

I was looking for a specific all-kin-one *** coffee machine. It was sold out through other suppliers so when looking it up online Cook Store came up. It did not specify upon ordering that the model I wanted was sold out so I went ahead and purchased it in May 28. I got the first email on May 30 that my purchase was being processed and I would be notified again once it shipped in the next 3-6 business days. At this point my funds for the purchase was processed. Got the next email June 7 to say they haven't forgotten about my order but there has been a bit of a delay due to them not having it in stock. In my personal opinion, if the item was not in stock, my payment should not have been processed until it arrived in stock and was being shipped. I got another email June 23 that my item shipped. Once it arrived (June 24), the packing slip indicated the items I fact ordered (*** Model #***), the item in the box did not match the item I ordered (I was sent model #*** - there's a difference in the cappuccino frother). I emailed the company to notify them of the error and asked if they could honestly answer me to if my model was in stock. They responded (June 26) with an offer to refund me $30 to make up for the error. I explained in a return email (dated June 26) I specifically orderEd that model for a particular feature so I prefer the model I ordered and would like to send the item they sent me back. Since I never got a response into my initial query whether they actually had my item in stock I followed up with a second email immediately after just requesting a refund for my whole order and a return shipping label to be able to send my item back. I didn't get another email response until July 6 saying they are still looking into this. I followed up yet again July 16 and asked they escalate this matter with a customer service manager or the shipping department in question. I got a response from the customer service manager later that day to tell me that they would have a "return label processed within the next couple business days". It's been a week and I have followed up yet again (July 23) - 2 months from when I placed my order, with a vague response that they will respond as soon as they can using COVID as an excuse for the delay. In doing further research, I have since found out in reviews that these delays are very common with this company so I'm upset they are using Covid to delay my refund. My fear is they are running out the clock so then I can't dispute this purchase with my financial institution. They said they would only give me a refund once my items have been received by them but my fear is this is going to be strung out in hopes I give up. Update Spet 30/20***Document Attached*** The wait continues. After seeing they hadn't responded to your attempts, I reached out yet again with the response of "we will get this sorted ASAP" they are once again giving me the run around. I want and need my money back. Next steps will be to start a claim with my financial institution to recoup my funds from what appears to be a fraudulent company that makes they're earning from taking peoples money and avoid the issues they have.

Business' website is misleading and dishonest. Business refused to cancel order and issue refund before shipping despite multiple requests. I purchased a VacMaster VP215 vacuum sealer from Cookstore.ca on Sun Aug 6, 2020. I paid $1,909.69 on my *** credit card. A few minutes after I placed my order, I received an email confirmation (attached), and the charge appeared on my credit card as well, for the same date. According to the vendor's website, the product is "in stock and ready to ship" (screen shot attached). However, 3 days after I placed my order, I received an email saying that shipping was delayed by 3-6 business days (attached). I immediately wrote back (attached) and said that was unacceptable, as website said product was in stock, and my card had already been charged. The next day, Monday Aug 10, the business emailed me (attached) to say that the product was shipped by the manufacturer, and the product was delayed in shipping. In other words, the product was not in stock as claimed on the website. I replied 10 minutes later (attached) pointing out the falsehood on their website, and requesting that my order be cancelled, and my credit card refunded. Three hours later, they replied (attached) and said that the product had already been shipped, and the order could not be cancelled. I wrote back again (attached) and reiterated my confusion and dissatisfaction, and insisted that they cancel my order an issue a refund - pointing out that I had already placed an order with another vendor that did have a similar product in stock. At this time, I also tried calling the phone number on Cook Store's website. However, no live person answers the phone, just a recording that says to submit a service ticket (which I had done several days earlier). I was able to start a "chat" on their website, and asked to speak with a manager. About an hour later, I received a phone call in which the representative said that the product had already shipped, and the process could not be stopped. I said that it couldn't have shipped, as I had not received any tracking information or other confirmation. We swapped further emails (attached) in which we each reiterated our points of view. Today (Tues Aug 11) I received yet another email from the business stating that they would not be taking any further action. I finally received a Shipping/Tracking email, and according to FedEx (screen shot attached) the shipping information was not transmitted to FedEx until after 6pm on Mon Aug 10 (several hours after the previous email exchanges, and was not picked up from the vendor until after 3pm on Tues Aug 11, 24 hours after the vendor claimed the product had been shipped. In other words, the order could easily have been cancelled before the shipping process began. In summary, this vendor's conduct is unethical, deceptive, and dishonest: - Website claims products are in stock, when they are not. - Company charges a customer's credit card long before the order has shipped - No one answers the phone when a customer tries to reach a live person - Company out-right lied about a product having shipped, when that was not the case at all As a result, I am out-of-pocket almost $2000, as a similar product from a different vendor was already on its way to me, and Cook Store refused to cancel my order.