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Cookies By Design Complaint - Cookies By Design - disappointing products & service - Mongrammed cookie wedding favors & a cookie cake
Mongrammed cookie wedding favors & a cookie cake - Complaint
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.
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.
Comments:
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?
.... 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?
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...
>:-)
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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