The Cookie Cake Co. — Restaurant in Jersey City

It takes a lot for me to write a negative review, but by the looks of it, I'm not alone in being baffled by how terrible this company's customer service is.

We ordered a cake in July for a birthday in August. Long story short, it never came, we never heard from the company, and they didn't bother to reach back out to me, so I called them. I was given a sickly sweet answer over the phone, emphasizing that they are a small, family-owned business, and they wanted to amend this. We were promised a replacement for the cake. Okay, great. Only, we never got an email for shipping. The replacement never came. We also never got a reply when I asked about when to expect the replacement days later. I had to call again, and yet again, a promise of ANOTHER replacement, but this time they want to upgrade the cake and give us a gift card to the company. All of that? You guessed it, never came. More emails sent, more lack of response, more calls by me. BY THIS TIME, the FIRST cake, the original cake, arrives after days and days lost in transit: a nice hot box of melted garbage that was swiftly discarded. On the latest call to the company, I understandably requested that we receive our money back. Only to be told that they were submitting a claim to UPS for reimbursement so that they could get paid back first, then I could be reimbursed. I'm sorry, what? You need to refund your customers.

Here we are in November. I sent one last email, asking about the reimbursement. The response?:

"Per UPS policy the claim has to be done by the receiver first, have you put through a...

I would love to be able to review the actual cake itself, but despite ordering from The Cookie Cake Company over two months ago I have never received any of their products.

Some friends sent me a sizeable gift card after I received life-altering medical news. I placed an order for the cake of the month club on October 16th. I never received a cake, but in mid-December customer service reached out about my experience. I told them I didn't get my order fulfilled. They offered me a free cake, then didn't respond to my emails again for two days.

I reached out again and asked for a refund and they told me it was the holiday season and they needed a week to 'update me on information about my order.' I said that I appreciate they are busy but I placed my order well before the holiday season and all I want is a refund for my friend now. They told me I would have a cake by the end of the week. Fine, whatever, all's well that ends well. Friday came, then Sunday came. Still no cake.

I got an email yesterday, Monday, saying that my cake was being hand-delivered by the end of day. It's Tuesday currently. No cake.

At this point I wouldn't eat one of The Cookie Cake Company's cake if it contained the antidote to the poison I had just ingested. I just want a refund. I've spent a lot of time this year battling with my health insurance company. This experience felt on...

I selected my date for delivery per the site: 1-2 days from the day you need it. I needed the cookie cake Sunday so I selected Thursday to ensure it got here on time. The package was shipped Ground on Tuesday and said delivery was for Monday (four days after my request, and one day after I needed it). When I reached out, I was told there was a delay in shipping due to Covid-19. In actuality, the package was sent late on their end because Ground from their area to mine per UPS’s website is 3-5 business days. The site also states Ground is M-F. The company sent the package via Ground Tuesday when I needed it Thursday. When I told them this, I got zero response. Nothing. By the way, the carrier was right on schedule per their Ground shipments and I got it on the Monday. It was hot, inedible, and the few ice packs in the box were hot. It went straight to the trash. I’m disappointed my order that didn’t make it on time and I’m also disappointed in their attention to customer service. I see they responded to another review regarding shipping being “out of their control”, but it’s not. People create labels for shipping based on when the recipient needs it. Word of advice: learn how shipping works and match it up with when the customer needs it. It’s totally...