Cheryl's Cookies and Brownies Reviews 

I joined the Passport Program, offering free/reduced shipping, and have placed multiple orders for birthdays, college care packages, and hospital patients. I have had pretty good luck with goodies arriving on the date, as promised.

One caveat: there is no customer service, period. I had one order go tetribly haywire - an order for cookies to arrive in time for Christmas. The delivery date came and went, with no shipping information available, no phone number to call, and no way to have a live chat (that feature is disabled once an order is "in process" - about 30 minutes after an order is placed.
I had to submit a ticket and only got a reply, three days later, when the order was finally delivered. (This was now 5 days after the promised delivery date.)

Be sure to give a lot of extra time at holidays, as shipping may be dicey - and customer service won't be available to assist.

Horrific customer service, ordered 2 gifts on 11/25/24, didn't expect them to arrive for Thanksgiving, one arrived 11/30, the other never. I called and was told it would be delivered stated on 12/3, never arrived yesterday, when I called today first I was told my CC info was bad-total BS, had my info right on receipt, then they tried to charge me more than the original order. Cookies are great, their customer service is the worst! Hours wasted, never again!

Had never ordered Cheryl’s cupcakes before. Perhaps, they are new?? I ordered six Pumpkin Spice and then eight Red Velvet that were part of a cookie/cupcake combo. NOT good. In fact, both flavors were horribly BAD. DRY!!!!! Minimal frosting that did not look like the online pictures. We couldn’t eat them. I did a couple honest reviews on the Cheryl’s website. Still waiting for them to appear. I received what appeared to be an automated email asking me to contact Customer Service so things could be made right. Haven’t done that yet. The attempted eating of the terrible cupcakes occurred Friday. Didn’t want to even attempt contact over a holiday weekend.

Ordered Thanksgiving cookies on Sunday, November 24th for delivery on Wednesday, November 27th to my brother’s house. I paid a $26.99 up charge to guarantee 2 day delivery. Then, on Saturday, November 29th, I get an email from Cheryl’s announcing that cookies would arrive on Thursday, December 4th (8 days after promised delivery date). Series of emails ensued. At first they were blaming me for not doing priority mail. That implies that they didn’t even bother to look at the history of the order. I don’t know if these are AI generated responses or what, but I’m just amazed at the lack of responsibility they refuse to take for their mistake. They offered to credit the shipping charge, but I’m disputing the total of $64.36 through my credit card company. They’re Thanksgiving-themed cookies, AND I also purchased a Thanksgiving-themed card for $4.95. Plus, my brother’s going to be out of town for two weeks. It’s an oft-used cliche, but the dollar amount is secondary to the principle of the matter.

BTW, their cookies are delicious, but I will NEVER purchase them again. EVER!

Ordered three different gifts. Not one was delivered on time. No explanation, no response from customer service about my issue. Radio silence. Not getting anymore business from me or my family.

Cheryl's cookies are very pretty. That's the good part! The actual cookie is doughy and seems half baked. Not for me!

Dear Sally,

Thank you for reaching out to us.

Here at Cheryl's we welcome your feedback and apologize that we did not meet your expectations. We certainly value our customers and want you to have a world class shopping experience. Your candid feedback is appreciated and will certainly help us to continue working toward achieving that goal.

Thank you for taking the time to let us know of your concern and if you have any other concern please do not hesitate to reach out to us at 800-433-1787.

Sincerely,
Rogieme V.
Sales and Service Specialist
Cheryl's Cookies

From:
Sent: Wednesday, June 5, 2024 12:17 PM
To: Customer Service at Cheryl’s Cookies
Subject: Fwd: SO BUMMED!!!
Order #: W01005907638286
Order Date: 5/30/2024

Date: June 5, 2024 at 12:05:11 AM EDT
To: Customer Service at Cheryl’s Cookies
Subject: SO BUMMED!!!

I sent these to my friend’s mom for her 90th birthday. They arrived 2 days sooner than requested, but no big deal on that.
My friend texted me this evening with the following, and I’m so upset.

~~Mom went wild over how pretty they are and true to form, is blown away by your generosity. She showed them to me today, and I asked how they taste. She was kind of quiet when she said "ghastly"! I was shocked and said let me taste the one you tasted. Here's the deal: they are delicious, but that cookie had a decoration that tasted unbelievably sour.. ~~

Do you know what made the decorations taste sour? Is that normal? I wanted to let you know.

Cookies were delivered 5 days early. Could not track anything. This was to a person that I wanted to make sure she was home on delivery date. They arrived 5 days early.

Doubt I’ll use them again.

This company submitted an authorization charge to my PayPal account for a Celebration Passport subscription that was canceled in 2022. It appears once you are a Member every associate company can submit a Membership charge, without authorization. Cheryl's has REFUSED to remove the pending charge and PayPal says only the merchant can recall the pre-authorization request, which they (Cheryl's Cookies) can still activate. Every time I complain I get another different customer service rep who assures me the problem will be fixed immediately, then in "10 Days",then "it is being accelerated and an update is coming in 48 hours" (that was a week ago), and today you need to call the Popcorn Factory for service rep to help you. Popcorn Factory?? This is the Worst customer service I have ever experienced. I would not recommend them, or any company associated with Celebration Passport. It is a scam that never ends.

Horrible experience. Cookies that were to be sent as a Mother’s Day gift have been repeatedly delayed. This is the third delay for the cookies and we are well past Mother’s Day, not sure if the cookies will actually be delivered and what the quality of the cookies will be. Customer service was horrible and completely unhelpful. There was no explanation for the delay in delivery or accountability. I will never order from this company again.

I ordered cookies April 2 for April 22 birthday of my 12 year old grandson. First problem was date of delivery changed when ordered online. I talked to representative online who assured me they would be delivered on time. When it came close I spoke online to them again who said there was no scheduled delivery then was given a confirmation #. I checked confirmation pkg was delivered in PA not Tn. I then called and representative tried to blame it on me. I told her she was not listening to my problem just jumping to conclusions. I canceled my order with frustration! The next day I got a phone call saying they wanted to make it right...ok so she sent month old Easter cookies ( Easter eggs and flowers!) and a note that said sorry we ruined your birthday. Wow what kind of customer service is that!!! I've been a passport member 7 years. No longer a member, no more orders from us!

I ordered the birthday cookie box for my 5yo grandson’s birthday who lives 1500 miles away. I told him he had a surprise coming. The next day I checked the delivery and it said it was confirmed but no tracking info. When I contacted CS they said oh yeah we cancelled it. I NEVER got the order! I NEVER got the cancellation notice. I was calling them day after delivery was to be made and it hadn’t arrived and shockingly management NEVER called to discuss their mistake! This is NOT the same company it used to be- I do NOT recommend! Made me look like a liar to a 5yo on his bday from 1500 miles away- I do not think so ma’am! Also asking me to submit a photo? Of what? A crying five year old on his birthday with NO birthday cookies??

Purchased a "Mystery box". Was excited to receive but when it came It was all buttercream cookies. I paid a good price for what I thought would be different cookies to try but got the same kind of cookies. How is a business supposed to increase their sales if the consumer is not given the opportunity to try their different products to determine what they like and will purchase again? Super disappointed! I would not purchase from this business again. Should have read the reviews, seems like they are going downhill. Don't waste your money.

2 years ago I ordered the birthday cake in a tin. It was delivered 2 weeks after I expected it to be delivered. This year is ordered very early to ensure timely delivery of this same cake. They sent an entirely different item, a tower of treats, not a cake. When I called to inquire, I was told they were out of the cake and sent a substitute. However, I was never notified of this. I was not given choice of changing order or canceling it. As a result, my son did not get a birthday cake.

I use to be a valued customer but no more I ordered cookies that were suppose to be delivered on 1/19/24 paid extra for them and they never arrived I called Sat and was told no later than end of day today 1/22/24 and now I'm being told no I wont receive these till 1/23 another day !!! I was told by Samuel on chat a manager would contact me in 1-2 min on my cell its been 40 min !!!

Ordered Christmas Assortment 2 dozen box but they sent me a different assortment that contained more cinnamon based varieties which my wife and I Did Not Want! Extremely Disappointed in the last order. Seriously thinking about Not ordering again!

At the beginning of December, I ordered my grandmother a cake for her birthday to be delivered on 12/26. It said it was delivered to a “mailbox” on 12/22, with no address attached to it. I called 1800 flowers on 12/26 and they reshipped it to be delivered on 1/5/24. It says it was delivered on 1/6/24 to a “mailbox” in Midland, MI. This is so disappointing and frustrating. The representative claims I have been refunded but we will see if that actually happens. I could hardly understand the representative on the phone and chat. I will never be doing business through Cheryl’s cookies again.

Selection looked good and prices seemed reasonable. Ordered December 14 for delivery between 18 and 22. The gift tower I ordered did not arrive. Was told it would arrive 23. It did not. I will say the customer service offered to redeliver (at no additional fee - ironic since they had not delivered it at all!) and immediately agreed to a refund when I asked. No real explanation of why it did not arrive when it was supposed to - the first rep was clearly fobbing me off but the second one was very helpful. Whether the money arrives, I guess we will see. End result is that the person I was sending these to has no Christmas present from me and I have to wait up to 10 days to see if I get the refund.

I ordered 30 sugar cookies in christmas crate. I received an assortment of cookies. I called customer service and was told the item I ordered wasn't available. I said I should have been notified so I could cancel the order. I ordered 30 sugar cookies why would I get an assortment of cookies. He put me on hold came back and said the best he could do is offer 20 dollars off the next purchase I made. I said oh I will never order from here again the customer should be aware that the order changed and be given option to cancel the order. Again I was told that all he could offer was 20 off my next order.
You've lost a customer and probably don't care with the prices charged losing 1 customer won't be much but I will tell others to never order from here. Extremely disappointed. Most of these cookies will probably end up in the trash.

I ordered from Cheryl's cookies online, because I wanted to give my business to a local company here in Ohio. When there was a problem with my order, I was given a customer service number to fix it that ended up being someone in the Philippines. After the third person in the Philippines who couldn't help me, I was directed to go back online. Everything online directed me towards the customer service number - in the Philippines!

I am so sorry to ever have done business with Cheryl's cookies.