2 Customer Reviews
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Review from Laura R
1 star10/27/2021
I have been a customer of Blue Chip for years, placing many orders in that time. Blue Chip cookies are the best, but the customer service is the worst. My first issue was last Christmas. I placed an order as a gift for a friend who lives alone. Knowing there is a pandemic and shipping could be slow, I placed the order several weeks ahead of the requested delivery date. I got a confirmation and was charged, but a day before the requested delivery date, Blue Chip still hadnt even shipped the cookies. I contacted Blue Chip only to be told that the staff was exhausted from orders and would ship my order the following week. Really? No email or anything to let me know this ahead of time. Why would Blue Chip assume this is acceptable? Who wants Christmas cookies the week after Christmas? After some back and forth, I was finally given the option to pay for upgraded ***** shipping to get the gift delivered before Christmas, which I did so my friend would have a gift. Since I have been a customer for years and since my friend loves Blue Chip cookies, I decided to give them another try for my friends birthday. I placed the order and received a confirmation. The only shipping option offered was *****, which I am very hesitant to use after many issues with ***** delays lately. If ***** is what Blue Chip requires, then so be it, but it seems reasonable that Blue Chip would stand behind the shipping and timely delivery of their product. The cookies were supposed to be delivered yesterday, my friends birthday. I checked the tracking to see them still sitting at the ***** hub since the day before, not out for delivery. I sent an email to Blue Chip, no response at all. Today, the cookies are at another ***** hub, STILL not even out for delivery. Second email sent to Blue Chip. Still no response from Blue Chip. So, my friends birthday came and went, no cookiesthe cookies have now been at ***** for three days so obviously they are not going to be fresh when and if they are ever delivered. The ironic part, the delivery address is at most a forty minute drive from Blue Chip at Milford, where they shipped from. If I am paying top dollar for fresh baked cookies, it seems reasonable to expect the cookies to arrive fresh. While I do understand issues happen, it is a companys dealing with the issue and providing customer service that makes all the difference. Apparently for Blue Chip, the best way to deal with customers and issues is to ignore them and not respond at all.After two bad experiences in a row with Blue Chip, all I can say is never again. They have made it clear that they do not value my business and have no concern for customers. After many years and may, many orders, I will never order from Blue Chip again. There are too many other companies with great service for me to give Blue Chip my business. So sad to see a company with such an amazing product, but so poorly run.Review from Erin T
1 star09/01/2021
I just sent cookies to a sick friend and he didn't get the cookies, I hand picked. He got a completely different order. I ordered for myself and I got a completely different order! Plus my cookies arrived broken with barely any shred paper. I've used you on numerous occasions and never had a problem! This is an epic fail! Pics oh I have pics! I want a replacement ASAP! Order number ****** and ******. And the first order to ******** was supposed to arrive yesterday, which it didn't ! We were introduced to your company because of a corporation that we do business with, sent them to us. We've been getting them every Xmas for quite some time. I will definitely let this company know not to send your cookies to any of their clients because they will be embarrassed! Not my cookies! Do you see one lemon in the bunch no! And peanut butter I can't eat, yet I get 2 packages! And then there's a mystery cookie! What is that? Two packages as you can see ate broken. Absolutely unacceptable! I want a replacement for both orders!
Blue Chip Cookies Direct Response
09/02/2021
Thank you for your feedback. I am sorry for the error, mistakes can happen and we are quick to ensure our quality control is in place.. We have a HIGH satisfaction rate. We have provided a full refund to this customer. Please know that mistakes happen and the team member was trying to do the right thing, tried to call to clarify, but for some reason, the flavors did not show up on the packing slip on the invoice, which the customer said she thought was strange she did not see her flavors. The team member decided it was best to send our best-selling cookies vs. sending nothing. As outlined by the customer, this was not the usual Blue Chip Cookie Experience she has had for many years. The cookies were delivered on time, shipped on 8/30/21, and received on 9/1/21. we apologize for any inconvenience and using this as a training and development opportunity for our team members. Thank you, we will do what it takes to exceed expectations always.Customer Response
09/03/2021
Your response was not truthful. The one cookie order was supposed to arrive on Tuesday according to my invoice. They arrived Wednesday. As for an associate trying to contact me, NOBODY tried to contact me. Whoever packed the orders was lazy, picked random cookies(hardly believe they were your best selling ones, when there werent any chocolate chip or sugar included. Also peanut butter cookies were sent(2 packages). What if someone had a peanut allergy? No shred in the box so 2 packages of cookies were broken and the gift message on the order was sent to me. So MANY issues with both orders. Your company response makes it sound like it was one little mistake and oh you did the right thing. From the tone of your response, Im the problem not Blue Chip Cookies. All I wanted was an apology, a resend of the gift cookies and a refund. In the end you said youd give me a refund, then hung up on me. Rude and unprofessional!
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