Cookies Dept. Store, Inc.

Review: I bought some toys from this place and the toys were defected. So I told them about it they said send it back to us. So they sent a UPS return label I told them that wont work I live out of town and we have no UPS drop off in my area and that they would have to arrange for the UPS to come to my address and get the package. Then they sent a E-Mail to me saying well we will send you a USPS return label so iv been waiting for it for days now they will not send it. They sent twice now the same UPS label and I told them that they keep sending the wrong one they don't seem to care. And they wont answer my questions about the labels. And then they acted like I was suppose to pay to send the package back to them. The last e-mail I sent to them I told them I was contacting you guys. And the still haven't contacted me .Desired Settlement: All I want is for them to send the right USPS return label so I can send it back to them so they can refund me for the defected toys. Thank your so much [redacted]

Business

Response:

To Whom It May Concern,

Thank you for bringing this concern regarding our mutual customer to our attention regarding complaint ID# [redacted]. We had been in contact with [redacted], and have made sure that we had sent her a prepaid US Postal Service label so she can send her order back to us free of charge.

Sincerely,

Review: I ordered a coat from the cookieskids website for my daughter on October [redacted], we recieved the coat in good condition and inspected and everything was fine but we did not get wear it until much later around the beginning of December.

After the only the 2nd time of wear the zipper became stuck and we contacted cookieskids for either a return,exchange or credit.

We were informed that because the coat was outside a 30 day period we were basically out of luck and could not be helped. Problem is the website very loudly advertises 365 day returns and does not mention this 30 day restriction otherwise we would of not bought the coat online knowing that we would be unable to return in our situation.Desired Settlement: I would like either a refund,exchange or store credit as I had to buy another coat for my daughter.

Business

Response:

Our return policy states that our customers have 365 days to return their items unused and unwashed with the tags still attached. For all items that show defect after use, we allow 30 days from the date of purchase for a return. Because the customer fell outside of the 30 day time frame, we were not able to offer the customer a full refund or replacement. Instead, we offered a 15% refund, which the customer declined. Our offer for the 15% partial refund still stands if the customer would like to accept.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The problem with the 30 day policy is that is not listed on the website, there is no mention of any 30 day limit/restriction on the website. Going by the policy stated if I knew the that I had to 30 day window to discover defects I would of never bought the coat from Cookies kids knowing that we had no intention of wearing it until beyond 30 days. I would of bought elsewhere with a different return policy. below is the policy listed on the website[redacted]