ComplaintsforCookies Kids.com, Inc.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order on October 5,2022 for some items. The order number is *******. The item is saying delivered but I haven’t received the item yet. I contacted usps they can’t seem to tell me where the item got delivered. I contacted cookies and stated I didn’t receive the item. Cookie reply to me was they can’t do nothing about the matter because my address is registered as a business. This is a building with 6 floors. Im on the second floor in the building. Business address or not I didn’t receive my package I asked for a refund they stated I can’t get a refund because it’s a business address again I’m not sure what that has to do with anything I didn’t receive my package I spend $90 on something I didn’t receive. My issue is regardless of where once you again to ship out the item if customer didn’t receive package a full refund or items should be sent back I never had a problem like this before. The way cookies dealt with was unfair. I just want my refund back at this point. I’m the customer who didn’t receive the item. Hopefully in this case something should be done so somebody doesn’t go through this. All I’m asking for is a refund. They had no problem charging my credit card so why is it a problem refunding me. 

  Business response

  11/11/2022

  This order was placed on October 3 to a business address. As per our posted policy, we do not cover lost packages delivered to businesses. This policy can be found on our Customer Care page and states:

  
  

  Using a freight forwarder to ship items internationally may result in issues not covered by Cookie's Kids. If you use a package forwarding service to ship your order outside of the United States, we consider their U.S. address to be the destination for your order. Once your package reaches that address safely, our responsibility for loss or damage to your order ends. We will not replace or refund any items or packages delivered to you from a freight forwarder. We recommend that you inspect the package upon delivery for any signs of visible damage. If damage is found, you should refuse the package. Please instruct freight forwarders to do the same. Any items lost after delivery to you or the freight forwarder will be your responsibility. The same policy applies to parcels shipped to a place of business where there is a delivery confirmation on record with the carrier we used to ship your package.
  
  According to the USPS tracking information (tracking number **********************), this package was delivered to the mailbox at the shipping address entered at checkout on October 8, 2022, 9:44 am. As such, no refund has been issued. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩