The worst company I have ever dealt with!!!!! They stole my money.
TL;DR: They ripped me of $100+. Do yourself a huge favor: forget about the savings you think you’re going to make and buy somewhere else.
So in July, I was in the market for a couple of Swiss Army knives to add to my collection.
I looked online and CookStore had them cheaper than everywhere else I could find by about $10 per knife, so $20 total.
Delivery estimate was 2 weeks. Since I was in no rush, I placed my order on JULY 28 2022!
My mistake: I didn’t bother to research the company and read some reviews!
So delivery stated on their website was 2 weeks.
About a month later, nothing had shipped, so I inquired about the status.
I was told that due to supply chain issue, shipment had been delayed and it would take another 2 to 3 weeks.
I was OK with waiting a little longer so it was fine.
Another month goes by, no shipment, so I inquire again and get the same answer.
It had now been 2 month to receive something that should have shipped in 2 weeks.
Those are Swiss Army knives, they are literally available EVERYWHERE! Yet, CookStore cannot get them even though their delivery date on their website shows (still up to today) 2 weeks.
I continued contacting them once a month and every time got this ridiculous same excuse.
On January 2023 (so almost 6 months later), I finally had enough and bought the knives somewhere else.
I contacted CookStore and requested my very well justified refund.
I got ignored.
I contacted them a 2nd time 2 days later.
I got ignored.
I contacted them a final time 2 days later explaining that this was my last attempt in trying to contact them and if I didn’t hear from them or got my refund, that I would contact My Credit Card Company, the Better Business Bureau and leave a review on every website I could find.
They kept on ignoring me, so I did what I said I would.
What I didn’t know since this had never happened to me before is that I only had 120 days to make a claim with my credit card company, and I am way passed that.
So in order to try to save $20, I ended up losing over $100 and have nothing to show for.
It’s too late for me, but I hope this message can prevent others from being ripped off as well.
This company is a complete scam.
They sell stuff that they don’t have.
They put an ETA that they can’t meet (the ETA for those 2 items on their website still shows 2 weeks even though 6 months later they still can’t get them, so they don’t even bother in fixing their situation).
They hold on to your hard earned money for months giving you the run around with nonsense excuses.
When you finally have enough and request a refund, they ignore you and keep your money.
This is definitely the worst company I have ever dealt with. Companies like this should just go bankrupt as obviously they can’t run a business properly, couldn’t care less about customers and they keep your money without ever delivering the goods.
Do yourself a favor; don’t be fooled in thinking that you will be saving money. Whatever you think you will be saving will not be worth the aggravation that you will get and in the end, you will still have to buy your items somewhere else.
STAY AWAY FROM COOKSTORE!
FALSE ADVERTISING ON FREE SHIPPING OVER $99 CANADA WIDE
I did a $355.00 order for 5 Thermal Bunn carafes and was told almost 2 weeks later there would be a $190 extra shipping fee. The only caveats they mention on their site are items over 30lbs or in remote locations will be extra freight. The order was to Vancouver BC. Not remote. Then I chatted and emailed asking if the order was over 30lbs could they put them in separate boxes. They said yes, no problem. Or I could order each one separately and it should come I thought also. So they had no excuse but to tell me the manufacturer has shipping costs which means they don’t stock it but just order from the manufacturer and have them send it. They don’t mention that either in their shipping explanation. And there was no mention that there was no free shipping when purchasing - My invoice said “free shipping” https://www.cookstore.ca/pages/shipping-policy
Also their “Expert Help” phone line doesn’t even have an option to talk to anyone. It tells you to email. I had it refunded.
They need to update their “Free Shipping” information. Waste of my time.
I ordered two cookware sets in October 2021. They were both charged to my credit card, however, only one set arrived. When I contacted the company they tried to claim I had only purchased one set. I sent them the two invoices and a copy of my credit card statement showing the two purchases but they kept on asking for "proof" I ordered two sets? They haven't addressed the two invoices and two charges to my credit card and they simply quit responding to my emails. There is no way to contact this company directly. Despite advertising a telephone number, that number is simply a recording directing you to send an email. The biggest laugh is that they claim they aim "for the best customer service in Canada". BEWARE, if you purchase from this company you will be left at their mercy and mercy is a human quality that Cook Store is absent of. I am now left with no option other than making a claim on my credit card. A decidedly poor experience. Save yourself a boatload of trouble and SHOP ELSEWHERE.
Took payment for a product they didn't have, still awaiting my refund despite several emails.
I ordered a chef's knife for my mum's birthday and the $200 payment was processed immediately.
I emailed to ask how long it would take to deliver, and was told it would take up to 14 days excluding weekends and holidays.
After 14 days, it had still not been delivered. So I wrote an email requesting a full refund. Two weeks later, I still haven't received a refund, and my mum's birthday is now in the distant past.
There's nothing worse than online companies taking funds for products they KNOW that they don't have.
Firstly, they sent me the wrong pan. Frustrating, but OK. I contact customer service, they say they need pictures and details to confirm they sent me the wrong pan. (Can't you easily tell you sent me the wrong pan by comparing my order to what you shipped out?) So after some back and forth, providing more details and pictures (I'm getting increasingly annoyed), they say, "oh yes, you seem to have been shipped this pan instead" YES THANK YOU I'VE BEEN TRYING TO TELL YOU THAT. And then, "would you accept a $30 coupon to keep the item?". No apology given, no information on how they would be covering return shipping, and only a $30 coupon offerd, and even then only if I keep the wrong pan.
All this, when the pan I paid for is more than $100.
So I say, no, I would like the pan I paid for, and ask that they cover return shipping costs. So they provide me a return shipping label, alongside a long list of instructions and requirements for how to return the pan. One of these is, "the item must be shipped in another box, not just the original packaging". Still no apology, no offer of a coupon or anything for how long and frustrating this process has been, and the time it will take to package and ship the pan back. All to fix their mistake. At this point I've lost my patience, and I detail how frustrating this has been, how further annoyed I am that no one has yet apologized for their mistake, request that my issue be escalated further up the chain, and I tell them they didn't ship it to me in a separate box, so if they want it in a separate box they can send me one.
The reply was that if it wasn't sent in a separate box then I can just wrap it in plastic. Still no apology, no offer of a coupon or anything, just a "thank you for shopping with us" at the end.
Safe to say I am beyond infuriated with cookstore.ca. This is the most abysmal customer service/return process I've ever had to endure, and I've bought stuff from cheap Chinese websites with notoriously dodgy customer service/return processes.
It's been weeks since I shipped back to them the wrong pan they sent me, and they never confirmed that they received the return, nor have they provided any update as to when they'll be shipping me the correct pan.
BUYER BEWARE. Items listed as "in stock and ready to ship" are not. This company uses Chinese drop shipping, and will give you no ETA on your order. They were quick to take nearly $3000 for an appliance but slow to answer questions or give updates. In the end I had to go to my credit card company to have the charges reversed as they will not cancel an order.. even one that has not shipped.
I was hoping for an easy transaction and wanted to shop with a local Canadian supplier. I was willing to pay more for their product than the competitions because they list the item as in stock and ready to ship. It's flagrant false advertising. The way that this company interacts with their customers and unwillingness to offer updates sends up a LOT of red flags about the legitimacy of this company. I should have shopped elsewhere, and so should you.
Ordered on November 27th. Charged my card the same day. Emailed over the last week, 3 messages, with zero replies back. All my emails have been professional and calm. Its been 3 weeks and no tracking or updates to my order. What kind of company does not reply to a customer after a week and 3 requests for updates? Stay away. Possible Fraud.
Very poor serviceI submitted an order and after a week I didn't receive a parcel tracking # so I submitted a help ticket(Could never get anyone on the phone) I was assured I would get my order prior to Christmas weeks later on Christmas Eve I still haven't received my orderVery upset
Bought an item and it was slow to ship; I had to inquire as no emails were sent regarding delayed shipping and I was informed that the particular item that I ordered was sold out during XMas and that they would get a new shipment right shortly Item arrived and it was not what I wanted so I asked for an [redacted] and I was informed that since I opened the item (and tested the item: boiled some water) that the item was unreturnableI was referred to their webpage outlining their return policy where it states "All items returned must be unopened, unused, and in their original packaging within days of purchase for full credit or exchange." [redacted] This is a very restrictive return policy that is not with the industry standard I would not purchase from Cookstore.ca again
Please do not buy from this company! They will not return your money if a product does not work properly
They have have a policy that states they do not accept used item
I received the item and it doesn't work but because I tried to use it they won't take it back
***They us toner service is terrible
My first encounter with this business has proven to be very negative They run my credit card before they ship & then they are unable to fulfill the order I contacted them times that I want to cancel my order & to refund my money to no availMy next step will be to contact my credit card company
Placed on order of Boxing Day After a week, I contacted the seller as I haven't received anything emails about my products being shipped The customer rep told me the some of the items arriving from their suppliers were delayed and should take another week After another week, contacted the customer rep again and the items were still unavailable I asked them if they could send me what they have first and was completely ignored After a few more times, I decided it was time for a refund
I ordered an item from this store over three weeks ago, still in "process" and can not get ahold of anyone. Submitted a help desk ticket as well as called, no one answers or replies. I don't even want the item anymore as I don't want to support this business but have no choice but to wait as the charge has already gone through on my CC. Do not order from this store!!!
Very poor service. I submitted an order and after a week I didn't receive a parcel tracking # so I submitted a help ticket. (Could never get anyone on the phone) I was assured I would get my order prior to Christmas 3.5 weeks later on Christmas Eve I still haven't received my order. Very upset.
Ordered on Boxing Day, my CC was charged immediately but I received no further information until I contacted customer service on 4 Jan. I learned my machine was backordered so I informed them that their website was wrong, a different model was identified as backordered but that different model was actually in stock. The Product Specialist apologized for the error and offered alternative and similar machines currently in stock but I opted to wait for delivery the following week after the new shipment arrived.
That night I received a courier ticket, Cookstore.ca ships via [redacted] and I received my machine by 9am on the 5th.
Truthfully, I don't know if it was a shipping error or an inventory error but they do happen and it was corrected quickly once identified. I'm suspicious it was a shipping error because the shipping label was created only three hours after my last contact with the Product Specialist. However, I don't know when they received their new shipment and it may have just been inventoried that morning.
I wish everything went smoothly from day one but I am very happy with the customer service I received.
Bought an item and it was slow to ship; I had to inquire as no emails were sent regarding delayed shipping and I was informed that the particular item that I ordered was sold out during XMas and that they would get a new shipment right shortly.
Item arrived and it was not what I wanted so I asked for an [redacted] and I was informed that since I opened the item (and tested the item: boiled some water) that the item was unreturnable. I was referred to their webpage outlining their return policy where it states "All items returned must be unopened, unused, and in their original packaging within 30 days of purchase for full credit or exchange." [redacted]
This is a very restrictive return policy that is not with the industry standard.
I would not purchase from Cookstore.ca again.
So in July, I was in the market for a couple of Swiss Army knives to add to my collection.
I looked online and CookStore had them cheaper than everywhere else I could find by about $10 per knife, so $20 total.
Delivery estimate was 2 weeks. Since I was in no rush, I placed my order on JULY 28 2022!
My mistake: I didn’t bother to research the company and read some reviews!
So delivery stated on their website was 2 weeks.
About a month later, nothing had shipped, so I inquired about the status.
I was told that due to supply chain issue, shipment had been delayed and it would take another 2 to 3 weeks.
I was OK with waiting a little longer so it was fine.
Another month goes by, no shipment, so I inquire again and get the same answer.
It had now been 2 month to receive something that should have shipped in 2 weeks.
Those are Swiss Army knives, they are literally available EVERYWHERE! Yet, CookStore cannot get them even though their delivery date on their website shows (still up to today) 2 weeks.
I continued contacting them once a month and every time got this ridiculous same excuse.
On January 2023 (so almost 6 months later), I finally had enough and bought the knives somewhere else.
I contacted CookStore and requested my very well justified refund.
I got ignored.
I contacted them a 2nd time 2 days later.
I got ignored.
I contacted them a final time 2 days later explaining that this was my last attempt in trying to contact them and if I didn’t hear from them or got my refund, that I would contact My Credit Card Company, the Better Business Bureau and leave a review on every website I could find.
They kept on ignoring me, so I did what I said I would.
What I didn’t know since this had never happened to me before is that I only had 120 days to make a claim with my credit card company, and I am way passed that.
So in order to try to save $20, I ended up losing over $100 and have nothing to show for.
It’s too late for me, but I hope this message can prevent others from being ripped off as well.
This company is a complete scam.
They sell stuff that they don’t have.
They put an ETA that they can’t meet (the ETA for those 2 items on their website still shows 2 weeks even though 6 months later they still can’t get them, so they don’t even bother in fixing their situation).
They hold on to your hard earned money for months giving you the run around with nonsense excuses.
When you finally have enough and request a refund, they ignore you and keep your money.
This is definitely the worst company I have ever dealt with. Companies like this should just go bankrupt as obviously they can’t run a business properly, couldn’t care less about customers and they keep your money without ever delivering the goods.
Do yourself a favor; don’t be fooled in thinking that you will be saving money. Whatever you think you will be saving will not be worth the aggravation that you will get and in the end, you will still have to buy your items somewhere else.
STAY AWAY FROM COOKSTORE!
Also their “Expert Help” phone line doesn’t even have an option to talk to anyone. It tells you to email. I had it refunded.
They need to update their “Free Shipping” information. Waste of my time.
I emailed to ask how long it would take to deliver, and was told it would take up to 14 days excluding weekends and holidays.
After 14 days, it had still not been delivered. So I wrote an email requesting a full refund. Two weeks later, I still haven't received a refund, and my mum's birthday is now in the distant past.
There's nothing worse than online companies taking funds for products they KNOW that they don't have.
Firstly, they sent me the wrong pan. Frustrating, but OK. I contact customer service, they say they need pictures and details to confirm they sent me the wrong pan. (Can't you easily tell you sent me the wrong pan by comparing my order to what you shipped out?) So after some back and forth, providing more details and pictures (I'm getting increasingly annoyed), they say, "oh yes, you seem to have been shipped this pan instead" YES THANK YOU I'VE BEEN TRYING TO TELL YOU THAT. And then, "would you accept a $30 coupon to keep the item?". No apology given, no information on how they would be covering return shipping, and only a $30 coupon offerd, and even then only if I keep the wrong pan.
All this, when the pan I paid for is more than $100.
So I say, no, I would like the pan I paid for, and ask that they cover return shipping costs. So they provide me a return shipping label, alongside a long list of instructions and requirements for how to return the pan. One of these is, "the item must be shipped in another box, not just the original packaging". Still no apology, no offer of a coupon or anything for how long and frustrating this process has been, and the time it will take to package and ship the pan back. All to fix their mistake. At this point I've lost my patience, and I detail how frustrating this has been, how further annoyed I am that no one has yet apologized for their mistake, request that my issue be escalated further up the chain, and I tell them they didn't ship it to me in a separate box, so if they want it in a separate box they can send me one.
The reply was that if it wasn't sent in a separate box then I can just wrap it in plastic. Still no apology, no offer of a coupon or anything, just a "thank you for shopping with us" at the end.
Safe to say I am beyond infuriated with cookstore.ca. This is the most abysmal customer service/return process I've ever had to endure, and I've bought stuff from cheap Chinese websites with notoriously dodgy customer service/return processes.
It's been weeks since I shipped back to them the wrong pan they sent me, and they never confirmed that they received the return, nor have they provided any update as to when they'll be shipping me the correct pan.
DO NOT SHOP HERE.
I was hoping for an easy transaction and wanted to shop with a local Canadian supplier. I was willing to pay more for their product than the competitions because they list the item as in stock and ready to ship. It's flagrant false advertising. The way that this company interacts with their customers and unwillingness to offer updates sends up a LOT of red flags about the legitimacy of this company. I should have shopped elsewhere, and so should you.
Very poor serviceI submitted an order and after a week I didn't receive a parcel tracking # so I submitted a help ticket(Could never get anyone on the phone) I was assured I would get my order prior to Christmas weeks later on Christmas Eve I still haven't received my orderVery upset
Bought an item and it was slow to ship; I had to inquire as no emails were sent regarding delayed shipping and I was informed that the particular item that I ordered was sold out during XMas and that they would get a new shipment right shortly Item arrived and it was not what I wanted so I asked for an [redacted] and I was informed that since I opened the item (and tested the item: boiled some water) that the item was unreturnableI was referred to their webpage outlining their return policy where it states "All items returned must be unopened, unused, and in their original packaging within days of purchase for full credit or exchange." [redacted] This is a very restrictive return policy that is not with the industry standard I would not purchase from Cookstore.ca again
Please do not buy from this company! They will not return your money if a product does not work properly
They have have a policy that states they do not accept used item
I received the item and it doesn't work but because I tried to use it they won't take it back
***They us toner service is terrible
My first encounter with this business has proven to be very negative They run my credit card before they ship & then they are unable to fulfill the order I contacted them times that I want to cancel my order & to refund my money to no availMy next step will be to contact my credit card company
Placed on order of Boxing Day After a week, I contacted the seller as I haven't received anything emails about my products being shipped The customer rep told me the some of the items arriving from their suppliers were delayed and should take another week After another week, contacted the customer rep again and the items were still unavailable I asked them if they could send me what they have first and was completely ignored After a few more times, I decided it was time for a refund
I ordered an item from this store over three weeks ago, still in "process" and can not get ahold of anyone. Submitted a help desk ticket as well as called, no one answers or replies. I don't even want the item anymore as I don't want to support this business but have no choice but to wait as the charge has already gone through on my CC. Do not order from this store!!!
Very poor service. I submitted an order and after a week I didn't receive a parcel tracking # so I submitted a help ticket. (Could never get anyone on the phone) I was assured I would get my order prior to Christmas 3.5 weeks later on Christmas Eve I still haven't received my order. Very upset.
Ordered on Boxing Day, my CC was charged immediately but I received no further information until I contacted customer service on 4 Jan. I learned my machine was backordered so I informed them that their website was wrong, a different model was identified as backordered but that different model was actually in stock. The Product Specialist apologized for the error and offered alternative and similar machines currently in stock but I opted to wait for delivery the following week after the new shipment arrived.
That night I received a courier ticket, Cookstore.ca ships via [redacted] and I received my machine by 9am on the 5th.
Truthfully, I don't know if it was a shipping error or an inventory error but they do happen and it was corrected quickly once identified. I'm suspicious it was a shipping error because the shipping label was created only three hours after my last contact with the Product Specialist. However, I don't know when they received their new shipment and it may have just been inventoried that morning.
I wish everything went smoothly from day one but I am very happy with the customer service I received.
Bought an item and it was slow to ship; I had to inquire as no emails were sent regarding delayed shipping and I was informed that the particular item that I ordered was sold out during XMas and that they would get a new shipment right shortly.
Item arrived and it was not what I wanted so I asked for an [redacted] and I was informed that since I opened the item (and tested the item: boiled some water) that the item was unreturnable. I was referred to their webpage outlining their return policy where it states "All items returned must be unopened, unused, and in their original packaging within 30 days of purchase for full credit or exchange." [redacted]
This is a very restrictive return policy that is not with the industry standard.
I would not purchase from Cookstore.ca again.