Cookies by Design Complaint - Don't Deal With The Corporate Gift Center!
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.
Cookies By Design: