I received a gift from Cheryl's Cookies today. It was a total surprise. Unfortunately, there was nothing to indicate who the sender was - just a strip that indicated I should peel it off to see my "personal message".
But....no message. No message, no sender's name. So I called. The rep was able to pull up my name & address right away. I have never ordered or received from Cheryl's before, so it should have been easy to find the one & only order ever associated with me. But apparently it was not. 40 minutes later, she still hadn't located the order. I realize she has a tough job, but my patience was wearing thin, so I nicely asked to speak to a supervisor, and she said she would get one on the line.
But that didn't happen. Instead there was prolonged waiting, and then she came back and said the only way to get in touch with a manger/supervisor is for her to go into a chat room & try to get their attention, and no one was responding to her. So more waiting, and then finally a manager responded & found the order. But she didn't know who had sent it, and had to "investigate". And I was not permitted to speak to her directly. So more waiting, during which time the rep told me that people have the option to send gifts anonymously and that's probably what happened. I told her that I thought that was extremely unlikely, and it turned out I was right. The manager told her (and the rep then told me) who had sent it and that a greeting should have been enclosed. When I asked why this hadn't happened, the response was, "We don't know. Have a good night". In other words, we don't care and we can't even be bothered to pretend that we care.
Yes, I fully realize that this is not the biggest problem in the world. I have been dealing with some very major issues (including medical) so I'm well aware that there are bigger things to worry about. But receiving a gift should be pleasurable, and this took a lot of the the fun and joy out of it. The sender is a good friend of mine who writes beautiful & personal notes, and I would have loved to have received the greeting she intended to be included. Not to mention, I would have loved to have known who sent it without having to launch a time-consuming detective mission.
Of course people make mistakes - I get that. And I'm sure Cheryl's Cookies is very busy this time of year. It's not the error that has me shaking my head - It's the complete disinterest, and their attitude that it didn't really matter who had sent it. They clearly wanted me to just accept their "It was probably an anonymous gift" explanation, and get off the phone. I didn't even get a fake, "I'm sorry". Just "We don't know. Have a good night".
I have never tried Cheryl's Cookies, but even if they are the best cookies in the world, there is no way I will ever order from them. I certainly wouldn't want to send a gift to someone and then have them experience what I did today.
Have any of you had experiences with Cheryl's CS?
(Thanks for letting me vent! I feel better now!)
