Ordered a cookie cake for my bday in April & at arrival for pickup my husband noticed it was missing extra color piping I specifically requested on the order sheet. He mentioned it & she didn’t fix it. He just brought it home. I asked why wasn’t it the way I ordered & proceeded to tell me they couldn’t do anything due to it being already made. I finally got a chance to call a couple days later & the manager answered. She told me she did the cake personally & in between cakes has to tend to customers etc so she may have missed it? But that she didn’t believe so since nothing was said at pickup. She was adamant my husband didn’t voice it to her & started to get combative while I questioned if it was on the order sheet, why didn’t it come as ordered. She stated she specifically tells her employees to open, show & confirm it is correct before it leaves the store. She continued to make excuses instead of being apologetic & trying to alleviate the situation. Also that she didn’t have the order sheet anymore. I have a picture & my order confirmation. Not sure how they wouldn’t have access to. She raised her voice & got upset asking what I wanted since there was quite nothing else she could do for me since he took possession of the cake & it was done. I asked if I could speak to the franchise owner & she proceeded to take my info since they’re not allowed to give out. I gave her my info & figured she wouldn’t give it since I would be calling to complain about her. I was not happy with the service given by the manager. The other employees were pleasant to speak to & answered all questions. I was semi happy with the taste & look, except for the missing piping I specifically asked for. I do think they are a smidge thin & the drawing she did, did come out great, but why ask for specific details on the cake order form if they won’t do it?? I agree she could have fixed when he said something, but she chose not to do it. Overall I’m very unhappy with my experience here as it was my first time at this location. Manager kept asking what did I want her to do to make it better? I asked what is normally done? I don’t need to tell them what to do to make the situation right, I expected an apology & some sort of compensation for the mishap, but nope all I received was attitude, excuses & a raised voice when inquiring. I even inquired online with the customer feedback site twice & only got an email that they received my inquiry & would be contacting me soon. I would think twice about ordering from this place in the future. I love cookie cakes & decided to give this place a shot, but for $45 I’d rather take my money elsewhere. Shoddy customer service, especially from a manager & no phone call back from the owner to follow up per request tells me all I need to know about this place. I had to inquire at another location as to what to do in order to get my experience out there for the owner to see. They also don’t always answer the phone. I still haven’t been back to use another rewards gift I received for making my first purchase after signing up for rewards. Was told they don’t have a way to redeem rewards in store & that I have to order online. That makes it so inconvenient if I want to just randomly stop by.
Atmosphere: 4
Food: 4
Service: 1
Johnny L.
Delicious cookies and slices of Cookie Cake! I am hoping that Great American Cookies continues to open stores in Southern California.
Serhat Peker
The cookies are melting in your mouth. Absolutely delicious and great service for the people who wants to get treated nicely.
Might Mouse 74
SUMMER 2023
Joe Awad
Great cookie place very delicious and freshly baked cookies
Ordered a cookie cake for my bday in April & at arrival for pickup my husband noticed it was missing extra color piping I specifically requested on the order sheet. He mentioned it & she didn’t fix it. He just brought it home. I asked why wasn’t it the way I ordered & proceeded to tell me they couldn’t do anything due to it being already made. I finally got a chance to call a couple days later & the manager answered. She told me she did the cake personally & in between cakes has to tend to customers etc so she may have missed it? But that she didn’t believe so since nothing was said at pickup. She was adamant my husband didn’t voice it to her & started to get combative while I questioned if it was on the order sheet, why didn’t it come as ordered. She stated she specifically tells her employees to open, show & confirm it is correct before it leaves the store. She continued to make excuses instead of being apologetic & trying to alleviate the situation. Also that she didn’t have the order sheet anymore. I have a picture & my order confirmation. Not sure how they wouldn’t have access to. She raised her voice & got upset asking what I wanted since there was quite nothing else she could do for me since he took possession of the cake & it was done. I asked if I could speak to the franchise owner & she proceeded to take my info since they’re not allowed to give out. I gave her my info & figured she wouldn’t give it since I would be calling to complain about her. I was not happy with the service given by the manager. The other employees were pleasant to speak to & answered all questions. I was semi happy with the taste & look, except for the missing piping I specifically asked for. I do think they are a smidge thin & the drawing she did, did come out great, but why ask for specific details on the cake order form if they won’t do it?? I agree she could have fixed when he said something, but she chose not to do it. Overall I’m very unhappy with my experience here as it was my first time at this location. Manager kept asking what did I want her to do to make it better? I asked what is normally done? I don’t need to tell them what to do to make the situation right, I expected an apology & some sort of compensation for the mishap, but nope all I received was attitude, excuses & a raised voice when inquiring. I even inquired online with the customer feedback site twice & only got an email that they received my inquiry & would be contacting me soon. I would think twice about ordering from this place in the future. I love cookie cakes & decided to give this place a shot, but for $45 I’d rather take my money elsewhere. Shoddy customer service, especially from a manager & no phone call back from the owner to follow up per request tells me all I need to know about this place. I had to inquire at another location as to what to do in order to get my experience out there for the owner to see. They also don’t always answer the phone. I still haven’t been back to use another rewards gift I received for making my first purchase after signing up for rewards. Was told they don’t have a way to redeem rewards in store & that I have to order online. That makes it so inconvenient if I want to just randomly stop by.
Atmosphere: 4
Food: 4
Service: 1
Delicious cookies and slices of Cookie Cake! I am hoping that Great American Cookies continues to open stores in Southern California.
The cookies are melting in your mouth. Absolutely delicious and great service for the people who wants to get treated nicely.
SUMMER 2023
Great cookie place very delicious and freshly baked cookies
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