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Cookies By Design


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Don't buy from corporate
Posted by Cookie man on 02/10/2010
I have affiliated with a franchised Cookies By Design store for nearly 10 years. NEVER order a basket from the corporate location. The new corporate ownership is actively shutting down franchise and allowing franchise agreements to expire because they want to ship everything out of Dallas, Texas. There are zip codes within 2-3 miles of our store that we have serviced for years but now the only way we can service them is if the person that places the order calls us directly. If you go to the corporate web site, they will only forward the order to the closest store if that store 'owns' the zip code. I have been delivering these baskets since 2000 and at one point delivered them by hand as far as 100 miles away. At first, corporate changed the rule saying we can only deliver to 50 miles away and made any zip code further 'unavailable' on the web site. Last year, they started pulling local zips and closing stores. Corporate hasn't sold a franchise in several years and that was their main source of income. Currently, they get a small percentage of each stores sales. By closing the stores, they bring deliveries in house and get a larger profit margin. I'm not against profit. I just have a problem when a company makes it by cutting the throats of people that invested a lot of time and money because they believed in the product.


Bottom line: When ordering Cookies By Design (and I hope you will), go to google or any other search engine and type in 'Cookies By Design' and the name of the closest big city. This should give you the phone number of the closest store. Call them directly and it pulls corporate out of the loop.
     
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Posted by Ytropious on 2010-02-10:
Is that one of those places that sells overpriced cookie bouquets? I'd steer clear of that type of company regardless. Make your own cookies and shove sticks in them.
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Cookies By Design - disappointing products & service
Posted by JLS8195 on 08/04/2010
PLANO, TEXAS -- I just had a HORRIBLE experience with Cookies By Design and I will NEVER use them again!

I am so displeased with the poor quality of their products and their utter lack of customer service that I actually filed a complaint with the Better Business Bureau. Here's what happened:

On 6/19/10, I placed an order for 8 monogrammed wedding favor cookies. The cookies arrived on 6/24, and they looked NOTHING like the photo on the website. The frosting was different, and so was the font. On top of that, the writing looked completely amateur, unprofessional and sloppy, whereas on the website the writing was beautiful and perfect. When I called that day (6/24) to express my concerns, a service representative told me that I would be issued both a full refund to my credit card AND receive store credit for future orders. However, as of 7/13, I still had not received the refund.

I called on 7/13 and was transferred to ext. 402. No one picked up, and I left a detailed voicemail message stating the reason for my call (to get my refund), left my phone number, and specifically requested a call back. No one called back, so I sent them an email on 7/14, again explaining everything in detail (including the fact that I had left a message the day before and no one had responded). I did not get a response to my email, either. (Please note, I used the email address specified on their website under "contact us.")

On 7/15 I called again and this time spoke to another service representative She verified that I was due a refund, and she processed that, and she also confirmed that I had store credit. I decided to use the store credit to purchase a cookie cake for an upcoming party. I placed the order, and when the cake arrived on 7/23, it was in worse condition than the original cookies I'd had a problem with. The frosting covering the entire bottom half of the cake was completely melted and smashed. It was supposed to look like a beach scene with hibiscus flowers, and it was basically a big blob. Also, some of the writing was smashed and cracked. It was a complete embarrasssment -- there was no way I was taking this to the party. So, I called and asked to speak with a supervisor.

I was transferred to ext. 404, where once again no one picked up. I again left a detailed message including my phone number, and specifically requested a return phone call. Immediately after this, I also sent an email explaining my concerns AND including photos I had taken of the cake to show what a mess it was. I did not get a response to either my phone message or my email.

On 7/26, I called back again. I specifically asked for a supervisor and was instead transferred to a regular service representative This representative then transferred me to someone else (again, just a regular service rep, not a supervisor, even though I requested a supervisor). This woman got snippy and told me there was nothing else they could do for me. She said that they don't normally issue both a refund AND a merchandise credit; she had only done it because she felt so bad that the mistake had messed up plans for my bridal party the day before my wedding. Her rationale was that because they had given me a refund AND a replacement, I didn't deserve anything else -- even though the replacement was a piece of garbage.

I pointed out that their apology card states "If you are not 100% satisfied, we will do whatever it takes to make it right," and made it clear I was not satisfied. Yes, they sent a replacement, but it was a disaster and I was unable to use it. I explained that I expected a full-quality replacement, that I would feel good about bringing to a party -- not one that was melted and smashed and sloppy.

Beyond that, the cake was dried out and stale and completely fell apart when we tried to cut into it!

I AGAIN asked to speak to a supervisor (this was the 3rd time) and the representative told me her supervisor was at lunch, but promised that the manager would call me either that day or the next day. It is now 8/4 and they have not responded, even though I was assured that the manager would return my call.
     
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Posted by MDSasquatch on 2010-08-04:
Are you getting these things delivered? Nothing personal, but would it be much less hassle to use a local bakery?
Posted by FlShopper on 2010-08-04:
That was a really detailed review. I've never ordered from them, so I'm wondering if maybe the items weren't packed well enough or maybe they got messed up in transit. How exactly are they supposed to pack and ship these things?
Posted by maxinebb on 2010-08-04:
Did you take pictures? Could they have been attached to the emails? I do not understand how you would take a chance on mail order with such important events? I would have wondered about the packing and how is the packing going to not ruin the lettering. I wouldn't dream of a cake. How can I be sure it can be strapped so tight that the cake won't get broken/crumbly.
Posted by Ytropious on 2010-08-04:
Most of those cookie delivery places are overpriced anyway. As for them not looking like the picture, I have to wonder if they have a disclaimer about that or if they get messed up in shipping. Personally it wouldn't bother me, most people are just happy you thought of them and they're going to get eaten anyway.
Posted by Venice09 on 2010-08-04:
My daughter's bridesmaid ordered cookie favors online for the shower and they were perfect. They looked beautiful, were packaged properly, were fresh and tasted great. So it can be done. Now I'm wondering what company she used. I have a feeling it wasn't this one.
Posted by Helpful on 2010-08-05:
A local bakery is capable of outdoing mail order any day of the week.
Posted by PepperElf on 2010-08-05:
Yes, did you take pictures?


.... I'm thinking something for Cakewrecks perhaps?
Posted by JLS8195 on 2010-08-05:
I did take pictures of the cake, and I attempted to attach one of them to this review, but it said the file was too large. I did, however, attach all the photos I took to an email that I sent to the company about the problem with my order (they never responded).

In the past, I have ordered from a company called Corso's Cookies (www.corsoscookies.com) -- and have NEVER had a problem with them. Every item I have ordered has been perfect and exactly as pictured on the website, including the orders that were sent to Florida (Corso's is based in NY). In fact, I would have just ordered from Corso's for my bridal party, except they did not have this particular monogrammed cookie that I wanted. I assumed that since one company could successfully mail their cookies (and have them look AND taste good), that another company could do the same. That is why I would "take a chance on mail order with such important events." If the company is unable to pack and ship their items properly, then they should not offer a mail-order service. There was no disclaimer about the actual items not looking like the photos. And worse than the poor products was their lack of customer service and the fact that they have been ignoring me (hoping I would give up and go away? not a chance!). How can you stay in business when you treat your customers this way?
Posted by Venice09 on 2010-08-05:
I agree with everything you said, JLS. I hope you stay on top of this until you get all of your money back.
Posted by PepperElf on 2010-08-05:
and seriously if they don't respond send your photos to http://cakewrecks.blogspot.com/

i dont think they show the bakery name for the wrecks but ... i guess if your photo gets featured, you could send the company the link to it...

>:-)
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Horrible Customer Service!
Posted by AmyJ1970 on 02/13/2010
TEXAS -- I order a cookie delivery for my nephew every year. I have always had the best service until this year. I went to order on the internet, and instead of $10 for delivery, this year it was $50! I called the number listed to see if it was an error. A computer said I was being connected to the closest store. I was connected to a store, but it was all the way in Texas! My order is in Florida. The woman was pleasant on the phone, but said there was no store in there that can deliver. She offered me an absurd delivery fee from Texas that was double the price of my cookie. I found it hard to believe that there were no stores in the whole state, so a quick google search turned up a bunch of them. One quick call saved me over $30. Don't the people answering the phone there know what is going on? Even the people at the store I called could not tell me why my call was sent all the way to Texas, only that it was a new policy. What Ever! What a waste of my time. Not sure if I will order again. The cookies are good, but the service is not.
     
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Posted by Anonymous on 2010-02-13:
Maybe try Cheryl's Cookies? Much more reasonable shipping and very yummy cookies, brownies, etc. http://www.cherylandco.com/

And, if you order any of these items, shipping is free:
http://www.cherylandco.com/special-offers/free-ground-shipping.category.90037.90035
Posted by Anonymous on 2010-02-13:
This is going on again?

http://www.my3cents.com/showReview.cgi?id=72229

Posted by Anonymous on 2010-02-13:
O.oooo MM, good catch. I wonder if this review is a sock??
Posted by Anonymous on 2010-02-13:
There was another one yesterday.

Posted by Anonymous on 2010-02-13:
good grief
Posted by DebtorBasher on 2010-02-13:
You ordered cookies from them every year, their cookies are good...but because of ONE incident, you'll never use them again.

Cookies are cheap to make, easy to decorate, only takes maybe 15-20 mintues to bake..baskets are cheap...I don't know why people doesn't make their own...nothing says 'lovin' like something from the oven'... People pay outrageous prices for convenience and time saving...

You could have baked up a batch of cookies in less time than it took you to order, call, websearch and write this complaint.
Posted by PepperElf on 2010-02-13:
sock?
is that like a shill? or an anti-shill?
Posted by Anonymous on 2010-02-13:
Kinda, pepper. Sorry, been on ebay discussion boards a lot this week. Over there, we call "socks" people who create multiple accounts to troll, agree with their own original posts, etc.
Posted by Ytropious on 2010-02-13:
As with the last cookies by design review I say, why pay 50 dollars for a bunch of stinking cookies with sticks in them? Make them yourself, trust me no one is going to care.
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Don't Deal With The Corporate Gift Center!
Posted by Postingtrot3 on 02/12/2010
TEXAS -- I am a long time and loyal customer of Cookies by Design. I have used this product all over the country for years for anything from corporate gifts to get well baskets.

Imagine how surprised I was when I wanted to send valentines to clients in Ocala, Florida to be sent to a TEXAS hub!! I usually buy their cookies online. When I typed in the recipients' addresses I was told there was no shop locally who could deliver my order. I was given a phone number to call. After a significant wait I was connected to someone in TEXAS (!!) who said she could send my valentine cookies with no guarantee they'd get there for Valentine's Day, for a price that was nearly double the price of my gift!

If I were not a persistent customer I would have simply gone on to another gift site and selected something else. They would have lost my order and maybe some of my loyalty.

Because I really DID want to send a Cookies by Design basket to my clients, I managed to go around their system. I clicked on store locator and found there were indeed 2 Cookie by Design stores in Orlando! I selected store #260 on 855 N. Alafaya Trail. I knew if I called the 800 number listed I would probably again be returned to the TEXAS operator. So even though I was calling from Connecticut I called them directly from the number listed for their shop.

And guess what??!! They were delighted to take my order. I got to talk to someone who really was interested in helping me. She actually made suggestions that caused me to add to my initial order. She told me they would deliver my valentines to my Ocala customers by tomorrow and the delivery charge was $18.50.

I placed the order. This franchise saved an order and the good will of a customer. If it weren't for them, I would have not placed an order.

I am not sure why the corporate office is trying to sabotage the franchises. My experience talking to the *operator* in Texas was frustrating and annoying. It was clear to me as a customer that operator could not care less if I placed an order with you or not. She offered no solution to me..her solution was a whopping shipping fee and no guarantee my order would arrive on time.

Why didn't she refer me to one of the Orlando stores?!! Why did I have to go around their system to find my own way? They wasted my time, they aggravated me and tried everything they could to prevent me from buying and sending their product.

I am totally confounded by their actions. I only write because hopefully they are unaware of what is happening to good customers and possibly would want to correct this problem.

The lesson I have learned is to only call franchises I want to deal with directly and if I need assistance in finding another location, ask them.

A confused and unhappy customer.

     
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Posted by Anonymous on 2010-02-12:
Wow. This sounds eerily familiar.

http://www.my3cents.com/showReview.cgi?id=72229

Posted by goduke on 2010-02-12:
Not even good fakery. How disappointing.
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Poor delivery service/ worse customer service
Posted by Pufamily on 06/16/2006
FORT COLLINS, COLORADO -- I recently ordered a Get Well gift basket on a Monday, for delivery on Wednesday (box checked for earlier if possible). By Friday, the item still had not been delivered. I called the store to cancel, since recipient was now well, and food item would potentially be old once delivered... not to mention long past making someone feel better. The woman with whom I spoke refused to cancel the order, refund the order, or let me speak to a manager. She sad she called the manager and the manager would not refund/cancel the order either, because they had "done all they could by getting the product out the door" and now it was UPS' fault. I was not able to select a delivery method and thus stated that since they had a formal business partnership with UPS as their preferred delivery method they should be held accountable. That said, $60 later for 5 stale cookies, I had no resolution, cooperation, or even polite business conduct from them.
     
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Posted by spiderman2 on 2006-06-16:
right on their website it states "When hand-delivery is not available, we rely on third party carriers to deliver your order. While we package and ship to arrive on your requested delivery date, your shipped package may arrive one or two days either before or after. Confirming the exact time of delivery for shipped items is beyond our control." I checked out the website and the cookies are cute, but there is no way in heck I would pay that price for a couple of cookies. I don't think you can complain about the price though, because it is spelled right out.
Posted by Anonymous on 2006-06-16:
Yeah, I gotta agree Spidey.
Posted by Doc J on 2006-06-16:
Well put, Spider. $12/cookie? I may change professions.
Posted by Anonymous on 2006-06-16:
We got some of their cookies after one of our kids was born. The cookies tasted great and were really cute. I had no idea they cost that much though, wow!
Posted by Anonymous on 2006-06-16:
I make them myself from recipes here
http://www.marthastewart.com , (wiping forehead), go to a gift store get the cookie tins and wrap. (a lot of sweat and a little love goes a long way). Or you can do a search for Coca Cola cookies?
Posted by Ponie on 2006-06-17:
Um-m-m. Love those cookies! Although pricey, they're ideal for that unusual gift. Also, they stay fresh and good tasting for quite a long time.
Posted by rhondam718732 on 2006-06-20:
Cheers to Spiderman2: he's the only poster here that stayed on track and actually responded to the subject at hand instead of how yummy or not so yummy the cookies are...
Posted by Anonymous on 2006-06-21:
Yay spiderman! I am always distracted by a cookie LOL rhondam, good point.
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