Cheryl's

Our apologies to this customer for the birthday gift arriving a day later than requested.  We are refunding the gift in full and our customer should see the refund for $59.99 within 3-5 days.  We are so very sorry for this inconvenience and if there is anything further we can do for this...

customer we encourage them to contact us at [email protected].

We are very sorry your items delivered later than requested.  We unfortunately experience some unforeseen issues with a new system implemented in the fall and also some challenges with staffing in our distribution center.  We apologize that your items were effected by this delay.  A...

refund for $82.90 was processed on 12/20 for your Cheryl's items.  Your request for cancellation and refund of Passport has been forwarded to our Loyalty Department which handles Passport issues.  They will be contacting you after your request has been processed.  We are very sorry for the inconvenience you were caused and please let us know if there is anything further we can do for you.

Re: Complaint ID [redacted]January 16, 2018[redacted]Please close this claim and mark it that I am satisfied with the business response. I received a communication saying that I failed to respond within 10 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,[redacted]

We are very sorry for the misunderstanding about the charges to the customer's account.  The customer was charged $38.98 in the beginning.  The item the customer ordered was no longer available so a substitution was made of an item at a greater value.  An adjustment was applied...

to the backend system, however since this was PayPal the charge is applied at the beginning of the transaction and in this case we did not go back and make the correct adjustment to the customer's PayPal account.  A refund for $38.98 has been initiated to the customer's PayPal account.  We apologize that a substitution had to be done and we try very hard to provide the product the customer selected but in this case we ran out and upgraded the order so that a gift could be delivered on time.  We encourage the customer to contact us if there is anything further we can do for them.

I called our customer on 2/21 and apologized for her experience.  We are shipping replacement items to her 3 recipients at no cost to her and she said she was satisfied with this response.  Also emailed the new order information to the customer for her reference.  Told her if she had...

any further concerns to contact us and we would be glad to assist.

We are extremely sorry your item delivered later than requested.  According to Fed Ex the item arrived on 12/19.  Unfortunately we experienced some shipping delays due to a new system implementation we had in the fall and also some challenges with staffing in our distribution center. ...

We are sorry your item was effected by these circumstances.  A full refund has been initiated and you should see credit to your credit card within 3-5 business days.  Please let us know if there is anything further we can do for you.

We are very sorry your order delivered later than requested and that you did not receive consistent information.  The late order was due to issues we encountered with a new system that was implemented in the fall and also some staffing challenges in our distribution center.  We apologize...

your order was effected by those issues.  Your order was shipped with fresh product as we didn't prepare orders until ready to ship.  We have refunded both orders that you mentioned.  One for $17.99 - refunded on 12/16 and the other order for $14.99.  We have also sent a $10 savings pass to you as of 12/16.  We are very sorry for your inconvenience and please let us know if there is anything further we can do for you.

We are extremely sorry your order was delivered later than requested.  We experienced some delays in shipping some of our gifts due to a new system that was implemented in the fall and also challenges with staffing in our distribution center.  We apologize that your gift was effected due...

to those circumstances.  We have refunded your order in full and the credit was processed on 12/22/17.  We apologize for your inconvenience and please let us know if there is anything further we can do for you.

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 $10 gift card and refunding her shipping of $6.99 that she should not have been charged.  The refund for $6.99 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 $10 below the normal 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.

Unfortunately this refund was missed on our part and is now in process.  The PayPal refund for $30.98 was issued yesterday and should appear for the customer within the next 3-5 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.

Our Finance Department is researching this issue currently so we apologize for not getting back sooner.  So far our records show the refunds were processed but we are working with our Corporate Finance Department and Paypal to see where the discrepancy is.  We will follow up with the customer as soon as we have an answer.

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.  The customer's order was delivered a day later...

than requested so we have refunded her order in full per her request.  We apologize for the inconvenience.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Also, thanks for locating the promotion that no other person could find.

I have verified that the charge to Mr. [redacted]'s credit card was a one time charge of $32.01 on 2/8.  The other item he is seeing for $32.01 on 2/7 is an authorization that goes through the bank before the actual charge is assessed.  If that authorization has not dropped off his credit...

card then it is an item for him to address with his credit card company.  After his call to 1800Flowers they issued a refund of $32.01 that was applied to his account on 2/9/17.  Mr. [redacted] is a member of the Passport program so per the terms and conditions below the membership is automatically renewed annually and the credit card on file is charged the annual fee.  Your paid Membership in the Passport Program is valid for one (1) year from the date of your enrollment and is automatically renewed annually and billed to any credit/debit card on file, including the credit/debit card used on your most recent purchase upon the anniversary of your enrollment for successive one-year periods, at the then current rates for the Passport Program. Prior to the automatic renewal and billing, we will notify you in advance (via the email you used at the time of enrollment) of (i) the pending renewal, (ii) the then current fees and charges applicable to the Passport Program, and (iii) where you may find more information about the Passport Program. We will also send you an additional email confirming your renewal. Should you elect not to renew your Membership, you may cancel at any time prior to the renewal by emailing us [email protected] your credit/debit card on file with us will not be charged. We certainly apologize if he had asked to speak to a Supervisor and was not given that option.  If there are any further questions please feel free to contact me.

We heard from our sister company The Popcorn Factory that the customer was contacted and this issue has been resolved to the customer's satisfaction and that this complaint was considered resolved.  If anything further is needed from us please contact us at [email protected]. ...

Thank 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]

We are extremely sorry your items delivered later than requested.  Unfortunately we ran in to some unforeseen issues with a new system implemented in the fall, some staffing challenges at our distribution center, and very high volume of holiday business.  These items combined caused us to...

miss some shipping deadlines and therefore some items were delivered late.  We are very sorry this happened with your gifts and a full refund on both orders has been issued in the amount of $145.49.  Please allow 3-5 business days before seeing the credit to your credit card.  Again, we are sorry for the inconvenience you were caused and if there is anything further we can do to assist you please let us know.

Customer is being issued refund of $41.00 on credit card and a $30.00 Savings Pass for use of Groupon.  Both will be processed within the next 3-5 days.Thank you,

I am rejecting this response because:It did not resolve the issue of not being able to order an item. I would like a refund of my purchase of the [redacted]. 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 this. Such great customer service. It is completely unacceptable to expect that I pay more than the store value for cookies because I bought a [redacted]. I called customer service and there are no items that would result in me not having to pay additional out of pocket money. I went to the store at [redacted] this weekend and the cookies were less than $2 a piece. If I order online and use my [redacted], I am paying $45 for 12 cookies! That is a complete ripoff. Please refund my $15 and we will call this relationship over. Terrible customer service. 
Regards,
[redacted]

We are very sorry your ordered delivered later than requested and that it was not the exact item you selected.  We try very hard not to substitute items but if we happen to run out of stock of a component we do the best we can to upgrade the item selected and try to match as closely as possible...

to what the customer requested.  Since this gift was paid for with a savings pass/gift card we have issued savings passes that were sent to your email.  We have sent savings passes over the amount purchased and hope you will find that solution satisfactory.  The Customer Service Manager has called and left a message for this customer as follow up to ensure satisfaction.