“First, I should say I never write reviews, but felt compelled to do so in this case. The review is not about the product, as the cookie dough is amazing, but for the customer service and for the misleading web site. I ordered almost 200$ worth of items for an event happening on a Monday. I selected the 'request date' (understanding that things could possibly be delayed) However, when they did not arrive until 2 days later, I contacted customer service and was told that they NEVER could deliver on a Monday - even though the calendar allows you to select Mondays. So, basically , was left with product that noone could enjoy at the event. I froze the product and it will not go to waste in the next 6 months, but 1. the web site should not allow you to select Mondays 2. customer service was completely unhelpful and had no empathy for the situation and misleading website. While my family and I love the product, not sure I will order from them again. The company has completely changed since being sold sadly”
Hi there, thanks for your purchase and sorry for the negative experience. We can deliver certain products on any day of the week (cookbooks and baking mixes are very popular gifting items), but product's that require shipping under refrigeration have to be shipped on weekends, otherwise you would certainly receive the cookie dough in bad condition. We do emphasize this on our shipping policy page (https://www.cookiedonyc.com/shipping-policy) and the shipping requests specifies it is not a shipping date, as that would be based on the shipping option your purchase, but rather for planning orders in advance. We do not even charge the full FedEx shipping rates to our consumers, as shipping refrigerated product is so expensive you wouldn't believe it. This is standard industry practice, and even large companies like Amazon won't ship a refrigerated product over the weekend since shipping warehouse temperatures are excessively hot, and even the best ice packs can't last over 72 hours. Hope this makes sense and you consider shopping with us again in the future! Everything is hand made and if there's a lapse in our response time, it's just because the team is busy mixing edible dough!
