Cheryl's

We are very sorry that you did not receive a call back when requested.  We experienced extremely high call volumes related to some shipping delays we encountered before the holidays which also resulted in some long hold times.  The actual charge to your account was $289.80 and the other...

amount for $289.43 is an authorization that will fall off according to your bank rules.  We processed a full refund for your order in the amount of $289.80 which was processed on 12/27.  We are very sorry your items delivered later than requested and if there is anything further we can do for you please contact us via our web site using the Contact Us selection.

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.

We are very sorry that this customer’s order was delivered later than requested and this was due to the delays we encountered with a system implementation we had in the fall that caused us some unforeseen issues and the difficulty in keeping staffing levels to where they needed to be in our...

distribution center to process all our customer gifts.  This customer has been refunded in full and if there is anything further we can do for her we encourage her to email our Customer Service department via the Contact Us link on our website.  We are sorry for the inconvenience she was caused.

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 this customer's order...

delivered later than requested due to those items.  We have issued a full refund on this order and encourage the customer to contact us if there is anything further we can do for them.  We apologize for the inconvenience they were caused.

We apologize that this customer is having difficulty using her [redacted].  Our Fine print with a [redacted] purchase for Cheryl's is listed below and there is no mention of a [redacted] being used as cash.The Fine PrintPromotional value expires Sep 30, 2017. Amount paid never expires.Limit 3 per...

person, may buy 2 additional as gifts. Limit one voucher per transaction at Cheryls.com. Offers and Offer Codes cannot be combined or used with any other promotions or discounts offered by Cheryl’s and are subject to these restrictions and limitations. Offer not applicable on service and shipping charges and taxes. Before the promotional value expiration date, minimum purchase equal to the full offer value required. Upon the promotional value expiration date, in the event the code is not redeemed, the code shall be reduced to the amount paid by customer ($15.00), and in the event of redemption for less than the amount paid, then customer shall be issued a gift certificate for the difference between the amount partially redeemed and the amount paid. Gift certificates are issued by Merchant’s affiliate, Fresh Gift Cards, Inc. Void where prohibited. © 2017 Cheryl & Co.Merchant is solely responsible to purchasers for the care and quality of the advertised goods and services.The gift item mentioned by Ms. [redacted] did have a restriction where promotion codes (which [redacted] is used as a promotional code) cannot be used.  Advertisement below.  We have many, many options where the customer can choose items that are $30 or more where restrictions do not apply.  We encourage the customer to contact our call center at ###-###-#### for assistance on choosing a [redacted] eligible item or view our on-line catalog for other options.The Best of Buttercream Sampler?????Be the first to reviewWe have created the ULTIMATE box of Cheryl’s buttercream frosted cookies just for you! This outstanding assortment includes all-time favorites like classic vanilla cut-outs and flower cut-outs, triple chocolate, our birthday sprinkle and wedding cake cookies, key lime white chocolate, orange citrus, lemon burst and strawberry sugar. Of course, we couldn’t leave out our decadent raspberry chocolate, mocha latte, butter pecan and salty caramel chocolate, just to name a few. Thirty-six cookies in all, eighteen different varieties – for only $36 + FREE GROUND SHIPPING!  If you like buttercream this is the assortment for you.  Our cookies are individually wrapped and freeze great, so stock up for summer!36 cookies.OU D.$36 + FREE SHIPPING A $69.98 value!This special offer cannot be combined with Promotion Codes, Reward Cards and Shoprunner.

The offer of $49.99 is still available through 1/29/18 and the customer can certainly take advantage of this deal between now and 1/29/18.  The customer can either place the order on-line by selecting item [redacted] or calling our call center at 1-800-443-8124 and an agent will assist her in placing the order.  We apologize for any previous misunderstanding and certainly look forward to assisting her.

The customer has been refunded in full for the charges $334.47 for order [redacted] and was also sent a $50 Savings Pass for a future order with us or any of our sister companies.  The refund was processed on 1/4/17 and the savings pass was sent to her email that same day.

Cheryl’s[redacted] Thank you for your help. I received notification from PayPal that refunds were processed as requested. I’m sure this only happened because of your communication with the company. I had also asked for an apology. Cheryl’s didn’t even contact me to tell me about the refund, let alone apologize. But I consider it case closed, and lesson learned, i.e. that the company was sold and things have changed. Thank you, again.

As I explained to Mrs. [redacted] this morning it takes 3-5 days for a refund to process.  Her refund began processing today at 9:07am and full refund for $127.96 will be given.  I will monitor daily and when I see refund has been issued in full can email her if she wishes.

The customer's account has been updated to have her removed from any physical marketing material that has been previously sent to her.  She may still receive catalogs that are already in process of being sent along with labels that have been created as we do those a few months in advance. ...

The customer can contact us at 1-800-443-8124 or [email protected] if any further issues.

I was able to verify that all 3 items that were ordered by Mr. [redacted] were delivered to the recipients (per our shippers website).  I have called and left a message with Mr. [redacted] apologizing for the errors and that we have refunded the order in full.  The charges for $163.95 were...

credited to his account on 12/15 ($23.98) and 12/17 ($139.97).  I apologized for the delay in getting back to him and offered for him to call me personally if there is anything further I can do or any other input he would like to provide.

We are extremely sorry your item was delivered later than requested.  Unfortunately we encountered some issues with a new system implemented in the fall and also some staffing challenges in our distribution center.  These items caused some delays in our preparation and shipping and we...

apologize that your order was effected.  We have initiated a refund for the remainder of your order and apologize that it was not taken care of initially.  You should see the credit for $18.50 within 3-5 business days.  Again, we are very sorry for the inconvenience you were caused.  Please let us know if there is anything further we can do for you.

We are very sorry for the delay in delivery of this customer's items.  We experienced delays in deliveries due to high volume, some unforeseen issues with a new system  that was implemented in the fall, and some challenges in staffing at our distribution center.  A full refund has...

been issued for the Cheryl's items on this order.  It appears [redacted] was purchased separately and a request has been sent to our Loyalty Department to take care of this cancellation and refund of [redacted].  Someone from that department will get in contact with the customer concerning cancellation.  We apologize for the inconvenience this customer was caused.

until my FULL REFUND for $127.96 is reflected on my account I want this complaint to remain OPEN.  I did speak with KATHY in the corporate office today 11/15/2016 at 10:59 AM EDT and all she could do was make excuses and apologize?!

This customer has already been refunded in full for her 5 orders and is being sent a reshipment at a higher value than her 5 orders purchased previously.  Her reshipment is scheduled for delivery on 3/1.  We consider this purchase appeased and consider this matter closed.

We are very sorry that one of your items delivered later than requested.  We have issued a refund for $37.78 on order 5229722762 that did not deliver until 12/26.  You should see the credit to your credit card within 3-5 business days.  The other 3 items show as delivering on the...

requested delivery date of 12/22.  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 [redacted], and find the resolution is satisfactory to me. I would like to note that 3 of the emails sent to Ceheryl's Cookies, which Co. claims 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.

[redacted]Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #[redacted].No NameI just received a full refund posted to my credit account for the cookies. I am satisfied with this.Thank you,[redacted]

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.

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