Anonymous
map-marker El Dorado Hills, California

Awful customer service

ATheir customer service is awful. Im trying to track my order from a few weeks ago and can never talk with a human only able to leave an unanswered message. Ill never use them again. It is a birthday bouquet for my ailing sister in laws birthday. So disappointed. 8 cookies cost me over 85 dollars to send..
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User's recommendation: Never use them

Sherri h Vpm

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Verified Reviewer

Poor customer service

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I ordered mothers day cookies 2 weeks in advance and they arrived 3 days after mothers day. They said they have no control of delivery I didn't see anything about that when I ordered. I guess they are not a good choice for special holiday gifts.
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Pros:
  • Nice website
Cons:
  • Terrible customer service

Preferred solution: Not looking for anything just want others to know

User's recommendation: If you want a specific day delivery do not buy from them.

Anonymous
map-marker Las Vegas, Nevada

No delivery

I spent $81. For 5 sugar cookies for my handicap stepdaughter. They never even attempted a delivery And she stayed at the house for 2 days anticipating her surprise. I emailed the company regarding this issue AND ONCE AGAIN I RECEIEVED NO REPLY
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User's recommendation: TRY ANOTHER COMPANY

Anonymous
map-marker Cincinnati, Ohio

Non Delivery

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Ordered 2 and a half weeks before requested delivery. Item was not delivered (Valentines Day) so basically this was a waste of time, effort and money. I will NEVER order form these hacks again.
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User's recommendation: AVOID

Heather S Xrh

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Verified Reviewer
| map-marker Plano, Texas

NOT Even Close to 100% Satisfied

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Hello-

Over the past year I have received 5 cookie bouquets from your company as gifts. Three out of five bouquets were delicious and created a loyal returning customer.

However, the last two bouquets have been thrown directly in the trash as the cookies were stale and tasted terrible. My most recent bouquet (Order # 316509*-***5672), received for my birthday, was so terrible it prompted me to make several uncompleted calls to your customer service department to complain.

I've left 2 voicemails, been disconnected 3 times after a recording told me the mailbox was full, so now I am down to my last resort...email.

My gift note says "Satisfaction Guaranteed" If not 100% satisfied, we will do whatever it takes to make it right". Please consider this email my last request for your company to "make it right" before I share my dissatisfaction with your company and product to every social media platform known to mankind.

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Loss:
$200

Preferred solution: Let the company propose a solution

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Grand Prairie, Texas

Frustrated customer

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Cookies By Design - Frustrated customer
Cookies By Design - Frustrated customer - Image 2
Ordered cookies on line , paid over $100 to include over night delivery. They did not deliver! that I can get verified. They did charge my card. Trying to email them and call . They will NOT ! answer their phone!!!!! Finally, there is a recording that is played constantly that will drive you nuts so you will hang up.
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User's recommendation: I would be aware !! Maybe I'm wrong if they would communicate. So far, they will not don't and wont

Tanya S Gwt
map-marker Bedford, Ohio

Return

The item I ordered is too small and I would like to return for a refund I have call several times to get a mail back label but without results. I dont see on your website where to print off a label either Can you please send me the info I need to mail this back How long does it take for this process ?
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Preferred solution: Full refund

tanya h Qtk

Bad Customer Service disappointed little kid.

placed an order for a birthday bouquet. ordered with plenty of time (1 week) before the needed delivery date of the 8th), even paid the 25 dollars for overnight shipping to ensure it got there. never got there on the date, no answers to emails or telephone calls. next day the 9th, received an email with an excuse to weather why they were not able to get it to Fedex. package was supposed to be delivered 9th, which is what they assured me. never delivered, tracking number provided not found with fedex and now no one knows where it is or what has happened. such a disappointment.
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Loss:
$81

Preferred solution: Full refund

User's recommendation: DONT BOTHER, NOT WORTH IT>

Sharon T Uab

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Verified Reviewer

Easter order

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Delivery was unconfirmed until I ( the buyer) called the recipient late in the day to see if delivery was made. Recipient said it had just arrived, very late in the day.....cookies by design never sent confirmation. I paid an exorbitant amount for special delivery.
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Pros:
  • Cookies look pretty
Cons:
  • Failed to deliver on time although paid additional cost

Preferred solution: Let the company propose a solution

User's recommendation: Buy elsewhere

Lauren H Vza

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Verified Reviewer

No delivery for my grandson--

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Updated by user Dec 24, 2020

They did say I would be receiving a refund--big deal--my grandson got nothing--

Original review Dec 24, 2020
Never delivered my grandson's get well platter--never even contacted me--I spent 45 minutes on phone waiting to find out where it was. Was told my order was one of a batch they couldn't fill--a heads-up so I could have gotten something else was in order--shame on them--I am one pissed-off grandma--
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Cons:
  • Entire experience

Preferred solution: Full refund

User's recommendation: Don't do it--

Caroline J Mqz

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Verified Reviewer
| map-marker Hyattsville, Maryland

Awful Customer Service & Delivery

Cookies By Design has additional poor reviews on Facebook, Yelp and Better Business sites regarding their terrible delivery, customer services and many people sharing that their cookies taste like grocery store quality. I wish I would have done better research. I paid for next day delivery for a cookie basket to be sent to a close friend that recently lost his professional mentor. After purchase, Cookies By Design provided NO tracking link or delivery updates. I called Cookies by Design to check on the delivery status; and learned that by nearly 7pm in the evening the cookie basket still had not been delivered. In attempting to speaking with Cookies By Design staff, I couldn't get in a single word, as the staffer working on 06/26/2020 at 7pm began to yell and wouldn't let me get in a word edge wise. I asked if I could speak to a manger, his response, "I am the only one here" and hung up. My phone records will show that I immediately attempted to call back several times; and no one picked up with my calls going to voicemail. Protect and save your money and stick to the more well known companies like Harry &;;;; David. I really tried to support a local and small Maryland business. But like many businesses, they are gonna use COVID-19 as the excuse behind their poor customer service and delivery.
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Loss:
$85

Preferred solution: Full refund

Yung H

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Poor Customer Service

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Ordered b-d cookies two weeks ago to be delivered to my son's office on a certain day. Cookies never got delivered before the office was closed at 5:00pm! Shared my complaint with Chris Balfour, CS Manager and instead of making it right, she proceeded to be combative and trying to blame everything on me. I told her they KNEW it was for a b-d, they should have informed me of options to guarantee delivery. Now my son never got the cookies on his b-d and my surprise has been ruined. Again, I ordered these 2 weeks ago, not the day before. First and last time to use this company. What a waste of money and a nice way to ruin someone's special day.
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Cons:
  • Customer service
  • Entire experience

Preferred solution: Full refund

User's recommendation: don't order anything if its for a b-d or anniversary, etc. since it probably won't get there!

1 comment
Guest

I totally agree with this complaint! I had a similar situation and the same CS Chris was indeed combative and her customer service skills are abhorrent.

Her tactics were to make excuses for not delivering on time and how it is ultimately not their fault. To be honest; if they were to email me or call to say the basket could not be delivered on time; I would have been understanding. But when I have to reach out several days later when I learned my gift was not delivered, I find that irresponsible and repugnant!

I am now going to Mrs. Fields.

Tammy B Rrv

Never Processed My Order

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I ordered a cookie bouquet for a coworker. I ordered on Monday afternoon and the delivery day would be Friday. I called on Friday because I could not track my order. My card was charged fully already. Not only had shipping not been initiated, the bouquet had not been assembled. It hadn't even been sent to Fed. Ex. I couldn't believe it! No explanation was given at all. I was charged, but it was not processed. Not a good way to do business at all.
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Preferred solution: Apology

User's recommendation: Don't use this company. Reliability is huge. I would not have known had I not called. There are too many other options out there.

Rhonda B Ilf

Don't order from here

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Ordered Birthday Cookies on 12/22 to be delivered 12/27. No Cookies, no way to get ahold of anyone to assist with tracking information. Tried calling the closet store and the phone rang to Corporate offices that only are available Monday - Friday. So frustrating and disappointed. Left a message to ask for a refund and had to order something else from a different location. I should of read reviews prior to ordering. :(
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Loss:
$55
Pros:
  • Variety of cookie arrangements
  • Cookies look pretty
Cons:
  • Customer service
  • No one to speak to
  • Failed to deliver on time although paid additional cost
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

My package say it was left outside the house

I need to speak with someone. I am dang Mad all that money I spend with you guys just to not have my package and I went online to order the same thing just to find out they out the sizes
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Loss:
$344
Cons:
  • No one to speak to
Reason of review:
Never got my package

Preferred solution: Full refund

Pauline K Iwv

Total disappointment

A cookie basket was ordered on Wednesday June 26 order #269**** UPS tracking #1ZA5F214029****767 to Jackson Sigler who just had surgery residing at 10 Kristen Road Stafford Va 22556. An attempt was made to deliver and address was said to be incorrect. I contacted UPS and they said address was correct but driver couldn't find house. Couldn't redeliver until Monday July 1. I explained that it was cookies and perishable and it was their mistake. They didn't care. In fact I think you should know that they said that I should be aware that when a delivery is supposed to be made for Friday and doesn't get to the address for whatever reason it most likely wont't get delivered until the next business day which is Monday. Well if thats the case why did I pay for 2 day delivery? I thought your company should be made aware of this little tidbit of info. In addition when I stated that I felt it was their mistake and how can I be sure it will get redelivered correctly on the 2nd attempt the clerk stated the address has been plotted out this time. Well why didn't the driver contact their supervisor at the first attempt of delivery. After this experience I can tell you UPS is not reliable.I am extremely disappointed. I will go so far as to say that not only should a new basket be sent out for the next day delivery but I shouldn't be charged for anything.After I hear from you I will decide what action I will take with my credit card company. Thank you for your time . Pauline Krumholtz
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Loss:
$80
Pros:
  • Placing order
Cons:
  • No one to speak to
  • Failed to delivery after paying extra
Reason of review:
Problem with delivery

Preferred solution: Full refund

About

Summary

Cookies by Design was started in 1983 by an unemployed housewife Gwen Willhite. The company provides customers with the cookie bouquets - the combination of two traditional gifts - flowers and sweets. The sweet and flowers are elaborately arranged in baskets to serve as tasteful gifts for any occasion. In 1986 the entrepreneur moved her business to Dallas, Texas and a year later the first Cookie Bouquet shop was opened.

Nowadays Cookies by Design is headquartered in Plano, Texas. In 2004 the name Cookie Bouquet shops was changed to "Cookies by Design".

Cookies By Design reviews and complaints

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