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Business Profile

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Cookies By Design- Corporate Office

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cookies.

Complaints

This profile includes complaints for Cookies By Design- Corporate Office's headquarters and its corporate-owned locations. To view all corporate locations, see

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Cookies By Design- Corporate Office has 2 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/23/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased cookies when they were delivered it looked nothing like the picture when I asked for my money back the wanted me to pay to return these cookies which is unsanitary and should not be resold I want a refund ***** for 3 sugar cookies is robbery

      Business Response

      Date: 07/07/2023

      Dear BBB, 

      Thank you for brining this complaint to our attention. 

      The customer ordered the gift via our website and the gift was completed by the Cookies by Design **********, **,  an independent franchise location, I believe this issue should ultimately be directed to the ********** location. 

      We do not believe the customer is not presenting a reasonable depiction. 

      1. The customer placed their order via our website and had full knowledge of the cost of their gift plus shipping ($63.64) prior to inserting their credit card information for payment. 

      2. The customer is showing our full 7 cookie size version of the product for a comparison when they chose to order a lesser 3 cookie version.  

      3. The location asked for the return of the product to allow the location to destroy the product since it did not meet the customers expectation. We do not want unacceptable products to be gifted or consumed. No returned products are ever resold. 

      Please advise our next steps

      Thank you,

      *********************

      ******************************************************

      Customer Answer

      Date: 07/11/2023

      I am rejecting this response because:   These cookies were thrown out my dad was very disappointed I am seeking full refund 

    • Initial Complaint

      Date:06/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed my online order on Friday, 5-19-2023 for Hospital Delivery on Saturday, 5-20-2023.I have called every phone number that I can find, left 3 voicemails and sent an email and cannot reach anyone and have not received any response or reply to explain why the delivery arrived on Monday, 5-22-2023, after the patient was discharged.I would like a refund to the credit card that I used for the purchase in the amount of $89.94

      Customer Answer

      Date: 06/01/2023

      6/1/2023

      I have continued to try reaching out to Cookies By Design for a comment or solution but have failed to reach anyone.

      I have left several voicemails and sent an email on 5/19/2023, with no response.

      I have tried the following phone numbers: *****************-398-6876, ************, ************

    • Initial Complaint

      Date:03/31/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I'm following up on a previous complaint submitted about a month or so ago. The case number is 8db3ddbb-835c-11ed-b304-0e63a05a1194. I did not receive an update from BBB about the status of my compliant. Since submitting the complaint, the business contacted me (***************************) and informed me that they would refund me. I originally paid through "Paypal". However, they said they were unable to credit back that way. They asked for a credit card number to credit the amount back. I spoke with the representative and provided the information. I followed up with them on 3/14/23 by email about the status and have not heard back. As of today, I have not received the credit. Please review communication attached. Please assist.

    • Initial Complaint

      Date:02/01/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a cookie bouquet to be delivered with 2 day express, never received a order shipment, only order confirmation. Have called and left 5 messages since the delivery was suppose to occur. Have not received any returned call, as stated they will call the next business day. Nothing has happened. I request to have a refund.

      Business Response

      Date: 02/02/2023

      Hi!

      We have not received a voicemail from customer as we have a specific representative dedicated to all Voicemails. Customer order was delivered with a proof of delivery included.
      See Attachment/File: Capture.PNG

      Customer Answer

      Date: 02/03/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I received their email stating delayed delivery was due to weather complications, however, an email stating the issue would have been appreciated and understood instead of no communication and being told "someone takes care of voicemails". As for no one receiving my voicemails, I have called and left 5 separate voicemails.Twice on Tuesday, January 31st, and February 1st three times. I then contacted BBB, for further assistance.
      Then, upon delivery yesterday February 2nd, my bouquet for my mother only had 2 flower cookies attached. Some broken. Unacceptable for a ****** order. I understand no refund as "my delivery as been issued", which is fine, however no business in the future will be needed.

      Customer Answer

      Date: 02/03/2023

      ***Document Attached***

      See Attachment/File: 20230203_071330.jpg

      Business Response

      Date: 02/07/2023

      Reached out to customer and never received a response as of 2/7/23. $16.95 is our ground shipping which is a 2-5 business day travel. Order was delivered and received.
      See Attachment/File: Capture

    • Initial Complaint

      Date:12/24/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/26/22, I ordered cookies (order number *******) to be delivered on 10/31 to *********** from Cookiesbydesign (corporate office on Summit Ave ) and it didn't arrive! I received no delivery status until I had to repeatedly call on 10/31. I was told it was a delivery issue. On 11/1, I still did not receive it or a confirmation for delivery status. I called 4 times, left messages and nothing. On 11/2, I received communication from ****************** regarding the status. I paid for cookies that did not arrive on the date I requested via delivery. I received a voice message on 11/4 from a "Kylie" ***** about sending a replacement or a refund. I returned the call later (few weeks later due to traveling) and left a voice message and still have have not received an message. I'm only seeking a refund for the delivery fee I was charged since it was not received on the date promised. I am requesting your assistance to help in communicating with them.

    • Initial Complaint

      Date:09/28/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This place has the ABSOLUTE worst customer service. It's almost impossible to get a human and once I did she was terrible. I've been sending new baby boquets for years and the last one came with the wrong baby info, a much lesser product than I ordered and they didn't even get the gender correct. They refunded the product cost, but refuse to refund shipping because it arrived on time. How does that even make sense to charge a customer for shipping the WRONG product????

      Business Response

      Date: 12/29/2022

      Business Response /* (1000, 5, 2022/10/07) */
      We issued a refund based on the problem that was brought to our attention which was the incorrect order in which we issued a full refund for.


      Consumer Response /* (3000, 7, 2022/10/10) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Why would you expect me to pay $30.00 in shipping for the WRONG item. On October 7th, the only time I have been able to SPEAK to a human, I was not told that I would only receive a refund for the product. I was left under the impression that the ENTIRE order would be refunded. This is very bad business and I would like the shipping refunded as well.

    Cookies By Design- Corporate Office is NOT a BBB Accredited Business.

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