Cheryl's

I reviewed the
response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI appreciate that Cheryl’s finally did get back to me and did the right thingHowever they did ignore my emails for a very long time which was unacceptable and caused me to contact Revdex.comOnly after contacting them by Facebook did I get any responseBut I hope to receive some nice cookies and will be willing to Oder from them in the future

We are very sorry your item was not delivered by the requested delivery date. We experienced some delays in deliveries due to some issues we encountered with a new system that was implemented in the fall and had some challenges with staffing in our distribution center which compounded our
difficulties in meeting all requested delivery dates. A refund has been initiated for the entire amount and the customer should see the credit within 7-business days to their Apple Pay account. We are very sorry for the inconvenience you were caused

Re: Complaint ID ***January 16, 2018*** ***Please close this claim and mark it that I am satisfied with the business responseI received a communication saying that I failed to respond within business days and I thought I had, my apologies.I am satisfied with the business’s resolution (provided that I do receive the refund check that they said the would send me)Have not received it yet. Thank you,*** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
Dawn Lewis

We apologize that this customer's order was not delivered as requested. The refund for the order has been processed and shows the date of 2/as the date of issue in the amount of $35.83. We are also sending a replacement gift of Frosted Hearts that should arrive early next week on
either Feb19th or 20th at no charge. If the customer needs any further assistance please contact us at *** and we will be glad to assist him. We apologize for any inconvenience he was caused

Unfortunately this refund was missed on our part and is now in process. The PayPal refund for $was issued yesterday and should appear for the customer within the next 3-business days. Our apologies for the oversight and we are looking at our process to see how this was
missed. If any further questions I can be reached at 614-776-1668.As a side note to Revdex.com - For whatever reason I never received the original email on this complaint so that is why you are just receiving my response now. Thank you

We experienced delays with some of our deliveries due to a new system implementation in the fall that caused us some unforeseen issues and we also encountered some labor challenges in our distribution center which affected this customer’s order. We are very sorry for the delay especially since
this was for an event that was already planned. We have issued a full refund for this order and apologize again for the inconvenience this caused. We encourage customer to reach out to our Customer Service via our Contact Us feature on our website if there is anything further we can do

We are very sorry for the difficulty in reaching our Customer Service department as we experienced extremely high call volume due to customers calling to check on the status of their orders. We had delays with some of our deliveries due to a new system implementation in the fall that caused
some unforeseen issues and we also encountered some labor challenges in our distribution center which affected this customer’s order being shipped and delivered as requested. This customer's order has been refunded in full and a savings pass sent for their inconvenience. We are very sorry that this item could not be delivered on time. Please let us know if there is anything further we can do for you

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

I reviewed the response made by the business in reference to complaint ID 12586149, and find the resolution is satisfactory to me

Customer placed order at 5:11pm with us for both items mentioned in complaint. We have a daily business close between 5:15-6pm so orders can be processed to be fulfilled the following day. The timing of the order happened just prior to our business close so when Mrs*** called back
and one order (3672527-1) had already gone into a production status and the agent would not have been able to edit the information. The second order (3672527-2) was able to be cancelled because it was not going into our production close until tonight (11/15). It was mentioned that emails were sent to [email protected] and we did receive those this morning. The staff that responds to email is here from 8:30am-8:30pm and emails are responded to in the order they are received. We did not have an opportunity to answer them before Mrs*** called me this morning. I apologized for the zip code error and explained our close process to her. I did let her know the agent would not have been able to edit the order because of the timing. I did let her know we have reporting from Federal Express that allows us to catch orders before they are sent to incorrect zip codes and that her one order would likely be caught in that process. I also let her know about the email staff coverage so she was aware that we had received but do not have staff available after 8:pm. She said she did not want to do business with a company that cannot correct their mistakes right away and wants nothing more to do with our services. She asked to be removed from any email communications and I have submitted that request. She will not receive any catalogs from us as her account is marked to be omitted from our mailing list. A full refund for $is in process and I informed Mrs*** she will see the credit within 3-days. Before I got off the phone with her I asked if there was anything else I could do for her and she said no. She did mention this complaint and I told her I was going to respond and include what we had discussed on the phone. The only other item that came up was the potential delivery of the first order. I told her if by chance she receives it she can enjoy or throw them outIt costs us money to have product returned and then it is destroyed anyway so no need to return. Any questions please let me know

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI would like to note that of the emails sent to Ceheryl's Cookies, which Coclaims it never received, were sent using Co.'s own customer service inquiry system So if they truly are not being received, one wonders how any customer service whatsoever is being transacted at Cheryl's Finally, it is virtually impossible to locate a Cheryl's Cookies email address, customer service or otherwise, online I know - I tried, precisely in order to avoid the "we never got it" excuse If Cheryl's would care to participate in customer service or receive other electronic feedback from its customers, providing a functioning email address might be a step in the right direction

Your comments and suggestions are very important to us, as we want you to have a positive experience.Please accept my sincere apology for any confusion that may have occurred in regards to your order.A full refund of $ has been issued to your accountYou should be able to view this credit in
your online account within to business days.We value your business with Cheryl's; therefore, I am sending you an electronic Savings Pass/Gift Card towards a future purchaseThe savings pass will be emailed to you within business days.Thank you for bringing this issue to our attention and I hope we can earn your business in the future

We are very sorry your order delivered later than requested. We encountered some unforeseen issues with a new system that was implemented in the fall and also experienced some challenges with staffing in our distribution center to keep up with the high volume of holiday gifts requested
We show the original order was delivered on 12/26, but we are sending a new order per your request at no charge to you. We apologize for any inconvenience you were caused. Please let us know if there is anything further we can do to assist you

[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.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

We are very sorry that out of orders delivered later than requested. We have refunded the late orders in full and sent savings passes to replace gift cards that were used on these orders. We apologize for any inconvenience she was caused

We apologize if the customer interpreted the response to be anything other than reporting what the offer was that was sent in December for the purchase of Passport. I have provided an attachment that shows the cookie sampler that was offered at that time. We are sending the sampler (only it contains a frosted heart cookie as we no longer have the frosted tree included in that gift) with the $gift card and refunding her shipping of $that she should not have been charged. The refund for $was processed to her credit card on 1/25/18. We are sorry to hear the customer wants to cancel her Passport Membership since she purchased at $below the price and it affords her free shipping for items delivering during the week. I have submitted a request to the Loyalty Department who handles Passport transactions. Someone from that area will reach out to the customer about the cancellation of Passport. Again, we apologize for any delays in shipping and encourage the customer to contact us if there is anything further we can do for her

I am rejecting this response because:It did not resolve the issue of not being able to order an itemI would like a refund of my purchase of the ***This was easily able to be resolved but they have chosen not to We used to order a lot of items but we will never do business with Cheryl's again after thisSuch great customer serviceIt is completely unacceptable to expect that I pay more than the store value for cookies because I bought a ***I called customer service and there are no items that would result in me not having to pay additional out of pocket moneyI went to the store at *** this weekend and the cookies were less than $a pieceIf I order online and use my ***, I am paying $for cookies! That is a complete ripoffPlease refund my $and we will call this relationship overTerrible customer service.
Regards,
*** ***

We are extremely sorry your orders arrived later than requested. Unfortunately we experienced some delays due to a new system implemented in the fall and also some staffing challenges in our distribution center. We apologize that your order was effected by those issues. We have
initiated a full refund for all three orders that were delivered late. You should see these credits within 3-business days. We are also sending you a savings pass to replace the one used on one of your orders. Again, we are very sorry for the inconvenience and please let us know if there is anything further we can do for you