CUSTOM- COOKIES&CREAM

Really bad customer service and never got back to me despite lots if messages. Delayed for months

So sad to leave a bad review, but my experience this second time around has been awful! We ordered in 2023 for our daughter and absolutely loved her sweater. She still fits in 0-3 month and she’s 19 months old! So when we found out we were pregnant again, it was a no brainer that I needed my announcement sweater from the same company. I ordered back in March and have had no communication since. I’ve tried emails and daily DMs on instagram to the rock and Rosie page as well as Sheena’s personal page with no response. I feel sad that I won’t get another sweater from here and disappointed in the lack of communication. It really is a great product once you receive it but wow, terrible customer service this time.

Highly disappointed with customer service and turn around time. Ordered 12 weeks before my due date and it still won't be here in time. This is a very important part of announcements and I feel as though you don't care and respect your paying customers. Also think that you should be refunding all customers because this has taken twice as long as you state in your bio and website. Highly recommend you change you turn around time.

Product is Amazing. However, turnaround time is incorrect. Took nine weeks to ship and did not respond to any emails, messages or comments.

I was very excited when I placed my order during the August drop as per Sheena it’s a 4-6 week turnaround time and the sweater would arrive before the birth at the end of October. I had my son’s birth completely planned even booked a photographer for a fresh 48 sessions and the sweater should’ve been part of the announcement. As October approached and no update and we were past the 4-6 turnaround time I reached out to Sheena and no reply via instagram message or email. I spent all of October requesting an updated to my order and to my shock I wasn’t the only mother having this issue. We all tried and Sheena provided no update until the end of October via instagram story that she shipped all orders and no excuse why it was late or lack of communication. Finally I thought we were getting somewhere but I was wrong. I had to go above and beyond and find her personal instagram and message it in hopes of receiving a reply and even then she only acknowledged my message but never provided any updates. It took 2 weeks for USPS to receive my package after it was supposedly shipped. The lack of communication is what is extremely upsetting I know life happens but you provide a service and you should have the common decency to provide updates to your customers who plan life events around your product. Unfortunately this wasn’t part of this birth announcement as I just received it today mid-November. Something I was looking forward to since last year I had a loss and thought finally this year I would have the perfectly planned birth announcement but due to communication I was mostly upset and stressed knowing this wasn’t going to occur. Sweater wise amazing!!! But communication 0! If you order please order in the beginning of your pregnancy the turnaround time is bullshit.