Cookies for Kids

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. They issued me a refund and cancelled my order after I called them again.
Sincerely,...


[redacted]

Customer called us on June * to inform us of the error. Customer sent photos the same day. We sent the customer a prepaid return label and RMA number for her return. Tracking for return...

label (# [redacted]) shows that the package has not yet been returned to us. Customer was advised that the correct item was out of stock, but was not advised that we would not be able to refund the order. The item being out of stock would only hinder us from sending a replacement, which is why she was offered an alternate item. The customer can absolutely have a full refund for the order, shipping charges included, once the item is returned to our warehouse using the prepaid return label provided on June *. If the customer needs us to re-send the label to them, please advise the customer to give us a call or email us with this request and we will be happy to do so.

Our website states that all of our orders require 1-2 business days to process before they are shipped, as well as the time frame for ground shipping being 3-7 business days. Both orders referenced here were placed on Friday, December *. Factoring in the 1-2 business days for processing and 3-7...

business days for delivery, the latest possible date of delivery was Wednesday, December **. Because both of these packages were shipped on the 5th business day of processing (Thursday, December **), the shipping for both packages was upgraded to [redacted] Priority 3-Day shipping. Order [redacted] was delivered to the customer on Saturday, December **. Order [redacted] was delivered to the customer on Sunday, December **.

Revdex.com:
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]
 
 My credit card company just issued me a refund. I never received or signed for the package, therefor I will not be paying for it. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We sincerely apologize that your package arrived late. Here's what happened: All orders require 1-2 business days for processing time before they are shipped out. This is noted on our Customer Care...

page, in the Terms and Conditions on the checkout page, and in the order confirmation email. This order was shipped the day after the order was placed. Unfortunately, we were not provided with an accurate tracking number by the shipping carrier. When we received the call from the customer in regards to the issue, everything in our system pointed to the item arriving within the correct time frame (2-3 business days, processing time included). Upon receiving this complaint we did further research and, since we are unable to verify the delivery information, we will be crediting the customer their original shipping charges in the amount of $30.95.

On our website, our return policy states that items can be returned unused, unwashed, and with tags still attached within 365 days of the purchase; however, once an item is used, the customer is to contact customer service within 30 days of purchase. Outside of that time frame, we are unable to...

differentiate between defect and wear and tear. Since the purchase date for this order fell outside of that 30 day policy, we were unable to authorize the return for this customer.

We sincerely apologize that we were not able to assist the customer with this issue. We are glad that the customer has since received her desired resolution.

Review: I placed a large order with Cookie's Kids on October **, 2013 at 3:00 pm. These are all clothes for my 4 grandsons, and the total amount came to over $500. I supplied my STAR card credit card number (Military AAFES account) and didn't think anything of it as I usually get a shipping notice within 48 hours. When I didn't receive the notice, I contacted them to find out what the delay was. I was informed that inventory was being done and the warehouse was being upgraded to get ready for the holiday season. I accepted that response and waited another week. On the [redacted] I contacted them again, and was told the order should be shipping that day, but there were 2 items out of stock that needed to be addressed. I called them, chose a different item, my card was charged on that day and was assured my order would ship within 24 hours. Needless to say, it did not. I contacted them again on October ** and again on November * by email, plus numerous Facebook messages and phone calls. This is now going on 5 weeks and I am still waiting for delivery. Calls to Customer Service get the same response - "all you can do is wait. We will get this sent as soon as possible" That is no longer an acceptable response for me. I want what I paid for and I need it sent immediately! I will also be filing a complaint with [redacted].Desired Settlement: Ship my package IMMEDIATELY or refund in cashiers check so I can purchase clothes elsewhere for my grandchildren.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. My order has been received and a minor billing issue has been resolved.

Sincerely,

Review: I ordered a shirt for my son's christmas program. I needed it in a timely manner, so I paid almost triple what the shirt cost, to have it next day shipped. After the item processed and ultimately shipped, I still didn't see the item for a week. The item was left at the post office all weekend. I have called and e-mailed countless times, asking for a refund of both the item and the shipping charges. Over a month later, I finally received an email, saying that the cost of the shirt would be refunded. No mention of the exorbitant shipping charge. I called again and was told that there was nothing they could do. On the websites refund policy, it clearly states that if an item doesn't ship in a satisfactory manner, that a refund will be given. That's simply not true. My son did not have what he needed for his program and I never even opened the package, as it came too late.Desired Settlement: I just want my shipping charges refunded.

Business

Response:

We sincerely apologize that your package arrived late. Here's what happened: All orders require 1-2 business days for processing time before they are shipped out. This is noted on our Customer Care page, in the Terms and Conditions on the checkout page, and in the order confirmation email. This order was shipped the day after the order was placed. Unfortunately, we were not provided with an accurate tracking number by the shipping carrier. When we received the call from the customer in regards to the issue, everything in our system pointed to the item arriving within the correct time frame (2-3 business days, processing time included). Upon receiving this complaint we did further research and, since we are unable to verify the delivery information, we will be crediting the customer their original shipping charges in the amount of $30.95.

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:

Although I did receive a refund, for which I am thankful, the company still accepts no blame. They make it very clear, that they did not believe me when I told them the package was not delivered on time. There was no effort made to resolve the issue, until they were made aware that I had filed an official complaint with Revdex.com. They chose to rely on assumption and chose not to work with me. I am very disappointed and will not be ordering from them in the future, and will definitely let others know how my issue was handled.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

In all the years I've been a consumer, I never experience such bad business operations as I did with Cookie's Kids. I placed a order for my son's school uniform Sept 10. I receive the package on Sept **. The size was labeled incorrectly on the website. The medium I order was for sizes 10-12. The medium I received was 3-7. I spoke to a customer representative, they ask me to send a picture of the label then they will provide me with a return label. I was able to ship back the uniform within 24 hours of receiving the shipping label. They received and process the return on Oct *. I called and spoke to another representative on Oct ** to check on the status of my order. She informed me, they did not process the return or the change since they were not sure what needed to be done. She also informed me the warehouse manager stated the all the mediums are 3-7. The size was correct. I let her know, the website need to be update then since the website and my email confirmation states the medium is 10-12. She suggest I order the next size up which I did with her and she resents the order confirmation. I waited 2 and 1/2 weeks to call again and check the status of my order, they assure me I'm getting the next size and I should receive a email once it was shipped. I waited a week and call again. They stated it will be shipped on Monday of Nov **. I call Nov **, the order is still being process. I call again on Nov **, the representative states she going to the warehouse to check on my order and will call me back before the end of the business day. I never receive a call. I get the order on Nov **. They send me the SAME EXACT SIZE AFTER 2 MONTHS OF BACK AND FORTH. I call the next day and spoke to a representative that confirmed, the order was placed for a larger size, there are prior notes on the account that confirms that I called and verified on several occasions the size change as well and a manager would have no problem sending a return label for me, I just need to email a picture of the labels again. I send the email once again. I get a responds from Shayna B, stating I receive the sizes I ordered and I wasn't approved for a free shipping label. This of course, prompts another phone call. The email I sent, also included the email confirmation of the updated size. The representative does a little digging and after 15 minutes email me the return label. I ship the item on Dec [redacted]. 1 day priority mail. They receive the shipment on Dec *. I call to speak to customer service once again on Dec 11, which informs me it takes 5 days to process the return and 3-5 days to reflect in my bank account. Here we are Dec **, still have not receive my refund and I'm writing a complaint to the Revdex.com. As time comsuming as this process was, I was never rude, disrespectful, or loud to any of their representatives. I will be calling them once again.

Review: Two items I ordered came in the wrong sizes. I ordered a big boys size 8 winter Jacket and the company sent me a size 10/12 boys jacket. I also ordered a big girls winter jacket in the size of 7. The big girls size 7 winter jacket was extremely too small. Normal big girl sizes are for girls ages 6-16. The jacket was for my 8 year old daughter and fits my 3 year old daughter. The company refuses to send me the return labels because they claim that the sizes on some items run small. It is unfair for me to have to pay to return the items when the items on the website has no details mentioning the girls jacket may run small. I've been a loyal customer for years and it saddens me that this company would make me responsible for their mistakes and non detailed items. I'm also saddened that I now have to discontinue buying from Cookies and warn others.Desired Settlement: I would like for Cookies Kids to send me a return label for both jackets so that I can return the items and receive a refund in the same amount that I spent for each item.

Business

Response:

I see that we sent an RMA number and prepaid return label to the customer's email address on file with their order on December **. Please note that this return label is sent from [redacted] directly and might have been filtered to the customer's spam folder. If the customer has not yet received this return label, please let us know and we will be happy to re-send the label.

Review: I ordered some pajamas for my son. First my card was double charged, resulting in issues with me paying my phone bill since the money was no longer available to me. I had to wait almost a week to receive my refund from the double charge. I never received my actual order. When tracked, it says it was delivered and signed by a person who was not myself. I called the merchant numerous times to resolve this issue. Either send my package again or give me a refund. They told me I had to send them a screen shot of a note stating I did not receive my package, which I did. The company never responded to me afterwards or worked to resolve the issue. I was ignored completely. I reported this to my credit card company and they opened an investigation and refunded my money. The merchant has resubmitted the charge to my credit card company and I am not disputing it again. I have not received a package and do not want to pay for that order.Desired Settlement: I want them to give me back my money

Business

Response:

Customer placed order [redacted] on September 7, 2015 and order [redacted]--the order in question--on September ** 2015. This resulted in two charges to the customer's credit card. Order [redacted] was cancelled after it was charged to the customer's credit card, so it was refunded in full on September *, leaving only the charge for [redacted]. The order in question was shipped on September **, delivered to the business address provided on September **, and was signed for by an employee. An investigation was started with [redacted], per the customer's statement that the order was not received; however, the investigation came back confirming that the package was delivered to the business address. The customer was then informed that based on the investigation results and signature that we can confirm the delivery and are unable to issue a refund or replacement for this order. The customer subsequently began a dispute with her credit card company. The credit card company then contacted us for proof of purchase and delivery. We provided them with all of the requested paperwork and the dispute was resolved in our favor and the funds returned to our account by the customer's credit card company, hence the additional charge that the customer is seeing.

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]

My credit card company just issued me a refund. I never received or signed for the package, therefor I will not be paying for it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We sincerely apologize that we were not able to assist the customer with this issue. We are glad that the customer has since received her desired resolution.