I haven't bought a cookie cake since pre covid times. My daughter wanted one for Christmas and they aren't the same anymore. The cookie was half the thickness and crunchy instead of chewy. Bring back the old style please. The cookie I just bought was a huge waste of $40 bucks.
Food: 1
Service: 5
Atmosphere: 5
Save hassle, walk to the kiosk in the mall! These guys dont honor gift cards from fallen timbers great American cookie! Disappointing! As for the stand in mall, they are super nice, plenty selections and honor gift cards.
Purchased a cookie from here in 01/14/23, preordered. Picked it up at 545, dropped it off to a party at 630. Cookie was hard. How embarrassing. Nobody ended up eating it and they threw it away. On Monday, I Called and asked to speak to manager with no return call. Called again Tuesday and he “just left” left my number for him to call back, never did. Found out his name was Ryan. Talked to assistant manager on Wednesday and she said I can only get a refund if I bring the cookie back. I then asked again for GM to call, he never did. I wrote them on their website Thursday and district manager, Chad, called. Said that he would send me a coupon but wouldn’t give a refund unless I bring the cookie back. I asked if he stood behind his product and he said yeah for 25 years. I explained I’ve never had this issue before. I also couldn’t believe the store manager never called me back. Chad told me to “check my voicemail” Which I did and he NEVER Called me back. I further explained to Chad that due to the terrible service, I wouldn’t come to this location again. Since I wouldn’t accept a cookie coupon, and he wouldn’t give me a refund, the call ended. Arrogant and rude. CHECK YOUR COOKIES BEFORE LEAVING THE STORE.
Cookies are great but customer service sucks. I went to Great American Cookies 7/27/22 and the 3 employees were playing the card game UNO. So I had to wait for someone to get up and take my order. At least play the card game in the back and not in front of people. As a society all stores and restaurants in the future will be all kiosk and robots because no one wants to work nor do there job correctly. I hope this job doesn't close.
I was there last night at 7:20 pm. They didnt close until 8 pm. He had put all the cookies away. He has a horrible attitude. I wanted a cookie w frosting for my grandbaby. He wouldnt give me a frosted cookie. I got a sprinkle cookie. Youve lost a good customer.
Worst ever service. Ordered a 16th Birthday party cookie cake, and when I tried to pick up, they said they didn’t have it. Luckily I took screenshots of my order, because then they told me I ordered from a different store… until they looked at the screenshots for the order. They said the person that makes the cakes had already left for the day, so I asked for a refund. They could not do that because I ordered on line, and that is against their policy. So, they said they could make a cake in five minutes… and basically slapped a “happy 16” off center and poorly done. They rudely said take it or leave it, no refund. I complained, so they gave me five cookies. Unreal.
Toledo Ohio Franklin Park Mall
The lack of professionalism and customer service was appalling at this location. For years we buy cookie cake for every occasion as it is a tradition. This will be the last time I order from this establishment. I ordered a cake on 10/10/20. It was ready when they told it would be. When I arrived the employee went to get my cake and came back with a large square box. I told him he may have the wrong cake because I ordered a small round cake. He assured me it was the cake I had ordered and showed me the cake that looked as I had ordered it. I walked out to the parking lot for the cake to slide out and fall on the ground. I was shocked but then realized the box was not even secured on all four sides. I contacted the manager Thomas to explain my situation as I was still outside. Thomas told me that he could make me another one. I was so grateful until he told me I would have to pay for another one. Thomas explained that once I left it was on me. I explained to him that had the cake been in the right size box and it was secure it wouldn’t have been so flimsy to fall. He told me that he tells all his employees to let the customer know the box is flimsy and he is out of the smaller box size. No one ever told me anything about the box. I paid for a cake that never made it to the destination. The little boy was heartbroken. If you have an event don’t go here!!
