The cookies by Design website does not tell customers that the cookies they order online will be shipped from a warehouse in Plano, Texas instead of being delivered by a shop that is local to the recipients area.

They ship previously frozen cookies for an excessive delivery fee and pretend they are coming from the local bakery. The product does not even look like the cookies on the website.

Always choose hand delivery on the website if you do h order online.

Never place an order with the 888 number as it is a call center in Texas. Always ask for the phone number of the local shop.

Cookies By Design is only a good product if it is delivered from the local bakery.

I just had a HORRIBLE experience with Cookies By Design and I will NEVER use them again!

I am so displeased with their poor quality 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 unprofessional and sloppy, whereas on the website the writing was beautiful and perfect. When I called that day (6/24) to express my concerns, Stephanie told me that I would be issued both a full refund of $68.28 to my credit card AND receive $68.28 in 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.

On 7/15 I called again and this time spoke to Angela. She verified that I was due a refund, and she processed that, and she also confirmed that I had $68.28 in 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 embarrassment. 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 rep (Angela). Angela then transferred me to Stephanie, who 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.

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 asked to speak to a supervisor and Stephanie said her supervisor was at lunch, but promised that the manager would call me either that day or the next day. It is now 8/3 and they have not responded, even though I was assured that the manager would return my call.

I ordered a gift for my sister from Cookies By Design. I had wanted it delivered on my sister's birthday so she would enjoy the surprise at work; that is part of the fun. The day after it was supposed to arrive, I called to check on it. I was on hold for over a half hour before I was told they could not locate my order (but had no problem taking my money!) Someone was supposed to call me back, but never did.

Over a week later, my sister received her gift, crammed into a brown cardboard box. It was all smashed up and broken. Unbelievably, the cookies were mailed from 1800 miles away, when the Cookies By Design store was only 2 miles from where she works! Why in the world would the have been mailed? I thought the delivery seemed a little pricy for a 2 mile drive.

Never again will I use this company!

An order for a birthday cookie bouquet was not delivered or even placed after it was made online!

The Rolling Meadows store location ddid not take any measures to follow the store policy of returning calls and the protocol for handling orders when issues arise or protocol in this matter. I did not receive a phone call stating that there was an issue with my order and I did not receive a return phone call to asking for the order to be reinstated. I was under the assumption that the order was find and the delivery would take place.

Further, the store did not adequately deal with the issue and I am very disappointed that the only apology I received was after I stated I would contact the cooperate office. Moreover, I strongly feel that the store should have taken responsibility for the errors that occurred and they did not do so.