They don’t wear masks when handling the food in the morning and don’t bother to put them on until the mall is open to customers. If safety is important to you during a PANDEMIC, be careful ordering from here. UPDATE 2/28 :this problem was never fixed and they even frosted and made cookies on Valentine’s Day without masks on. When asked if they disclose this info to customers they shrugged and didn’t answer.

Pre-ordered a cookie cake for a party several days in advance, had our desired text wrote out and approved. When we went to pick up the cookie we noticed they had used incorrect wording and put the whole wrong name on it and refused to fix it, replace it or refund it. I totally understand the mistake, but not being willing to do anything about it is whats so disappointing

The deliciousness of the cookies do not have anything in common with the staff. The girls are clueless, constant What? like they didnt hear anything I just said. Some of them dont even connect with their own environment. What I mean by that is the way their machines operate or price of that or this. And their customer service skills are barely kickin. I felt uninvited to even order anything. Kind of out of place. Shame.

Picked up cookies and a cookie cake for my daughters birthday. Cookies were not cooked, totally raw. I only wish I would have paid attention before paying and getting home.

The help was great and cookies were fabulous . We love the place and wish there was one in florida were we live.

Great for birthday cookies and special celebrations!

Great customer service! Always great tasting product. Only Cookie store within long radius and definitely worth the price.

Its true the staff can be inattentive. But for the love of God they serve a sandwhich where the outside is two chocolate chip cookies and the inside is frosting. Go get one I forget what theyre called but just get one. And only for each person because you gotta watch your sugar and cholesterol and all that but one like every other month is probably okay.

The cookies are good, as always!

Cookies were great, once we got up to order the girl was on her phone for about two minutes then she realized we been waiting. Cookies were great tho

The cookie looked fine from the outside; the box took some of the lettering off but whatever. I take one bite after singing my daughter happy birthday and cutting the cookie up and there is a hair baked into the cake. It was disgusting shouldnt they be wearing hair nets!! I spent $36 on it and I cant even eat it 😠😠😠😠😠

Always amazing. Cant say much more. I busy devouring my stuffed cookie. Scuse me...

The cookie was so good . The taste was amazing and not dry at all period

Went there sat 9/22 around 958am my client wss tapping on glass cashier comes out very rudely i will open in a min. Comes out with ATTITUDE! Need customer service skills

I payed 9.34 for a “shake” (milk+ 2 snickers bars)They let an inexperienced employee make our shake with no guidance, and it turned out to be 90% milk and 8% toppings.

Everytime I go to the mall I come home with some of their double doozies...so good!

Below is an email I sent to corporate 2 weeks ago, the franchise owner has yet to reach out so, I will assume this is ok behavior for their establishment. Sams makes great cookie cakes that are double stacked for half the price and no hassle.I wanted to share my recent experience with your company with you. I pre-ordered a large square cookie cake for my daughter birthday a few weeks ago to be pick up on Friday October 12th at 4 p.m.for her 6th birthday the next day. I arrived to mall on Friday the 12th around 3:45 p.m. a few minutes before my pick up time, I was greeted by a decorator at the front counter that was currently working on a cookie. She asked he name on the order and began looking for our cookie, it hadnt been started and was in the pile of to-do orders in front of her. I began to question why the cookie had not been started and the young girl explained my pick up time was not until 4. If she hadnt started on it and I was to pick it up at 4 how would it be done by that time? She assured me she would start on it right away by this time. I asked her to repeat the order to me and what her design plan was. My order via phone 2 weeks prior was a large cookie cake with the 4 marvel charter logos (Iron Man, Hulk, Captain America, & Thor) she responded by saying whatever comes up when I google Avengers. By this point my patience have gone out the window. Why was a receiving attitude for an order this was given for more than advance? I gave new instructions after I was told my order would exceed $60 after I was quoted $36.99 and shown that this was price listed on my order form. I gave new instructions to write AVENGERS as shown below. She agreed she would make that happen we all apologized and I was told to come back in 30-45 mins. It is now 4:45 p.m. and I am returning to the counter for pick up below is a video of the cookie I was asked to pay $40 for. I asked to speak with the manager on duty, the cookie cake looked awful and i would be ashamed to serve that as a quality product. When the manager was shown the product she assured me she could of done a better job as shed been with the company for 15 years, she told me she would write over the already piped letters to try and fix it. It is now 5:15 p.m. and I informed her that I have been her since 3:45 to pick up an order that should of already been done, ready, and waiting. When I asked for a Refund I receive the comment Well, your the customer. Yes, I am the paying customer who expects to get what they pay for. We order from your company every holiday, it is tradition in our family. The product was always fresh, beautiful, and convenient. We left that day after 2 1/2 hrs with NO cookie.I know what this company is capable of and that is all I expect. Many stores around the mall sell cookie cakes for half the price but, they do not specialize in the appearance of the cake itself which is why we choose your company. I hope that is was just a flaw on this day and I hope we can do business again but, I wanted to share this as this shouldnt go unknown.

Oh how i wish i could give zero stars. Bought some cookies there over the weekend. Get to the last 2, take a bite and noticed something stringy in my mouth. Pulled it out and it was a hair. Looked at the remainder of the cooking and noticed a hair sticking out of it as well. I break the remaining cooking in half and was able to hol one part of the in my hand while the other swung by a hair. HAIRS yes notice the s HAIRS was baked into the cookie!!! So disgusted. Go to gwt a full refund and says sorry but i cant give refunds cause im not allowed but i can get you another cookie and can take your name and number down and have a manager call you in the morning. Ok whats the managers name oh im sorry but im not allowed to give out my managers name or phone number due to our policy what!!! You cant give out your bosss name?? What kind of joke is this??? So i walk away empty handed and almost out the door only to be called and said oh i can refund your money back if you want umm duhhh.... and from what i hear and read, they have been having issues with hair cooked in cookies for over a year..... either make them wear hairnets or dont stay open...

I ordered a large birthday cookie over the phone today at the North Park Mall location. No one told me that they had a heart shape available and comes with a free dozen cookies. When I got to the mall I asked if I paid the extra few dollars if I could get the free dozen cookie special. (I didn’t want the one I ordered to go to waste) the girl I was working with was very polite but wasn’t sure if they could do that so she asked another worker if I could get charged for a heart and get the free dozen since I didn’t know about the special. They other girl (I believe her name was Kenzie) said no it HAS to be a heart shape. So then I asked if they could just make me a heart shape instead. She stood there confused so I was like whatever I’ll just take this one. I was very upset and left after paying for the round. When I got home my mom noticed they spelled my sisters name wrong her name is Tabitha and they spelled it Taditha. I’m dyslexic so I didn’t notice the letter mix up. We called them and they said they wouldn’t do anything for the miss spelling and we could drive all the way out there to fix it but they do not do refunds for it. I’m so done with the awful customer service there. I’ve always had a great experience. This one employee has ruined my whole experience with great American cookie.

Great service and even greater employees! I ordered a cookie cake from there and it exceeded every single one of my expectations!!!! If I could give it 10 stars I would!!!

Best cookies in town!

Great tasting cookies