Today, on Mother’s Day, I stopped in to purchase something special for my mom. Naturally, I asked about your Mother’s Day selection. A gentleman working there was very kind and helpful, mentioning the cookies. Then I noticed a display on the wall featuring a cookie cake, and I inquired about it.
At that point, he turned to a woman—shorter, with braided hair—to ask if it was available. Her response was incredibly off-putting. She gave both him and me a look of disgust and snapped, “It’s going to be 4pm before I can get that ready,” which was four hours from then.
I completely understand that it may have been a stressful day given the holiday. However, her attitude was unnecessary. A simple, respectful response such as, “I don’t have any ready right now, but I could have one for you by 4pm,” would have been much more appropriate.
It’s Mother’s Day—you’d think there would have been some preparation in place for popular items like cookie cakes, especially since I wasn’t the only customer asking about them. Her dismissive and snarky tone came across as an “I don’t care” attitude, and it really left a bad impression.
To the owner: If you ever consider restructuring your management or customer service training, I’d be happy to assist. This business has potential, but experiences like this can quickly turn loyal customers away.
Also, please don’t advertise products that aren’t readily available—it’s misleading and disappointing.
Adrienne Andis
Submitted an order via the app and GACC of Kingsport did not disappoint. The cake decoration exceeded my expectations and I could not have been happier with how it turned out. Thank you so much!!
Paul Hutson
I ordered a cookie cake for my daughter with at least a 24 hour notice . We picked out a mermaid from the book . So I figured that this is what I was going to get . Boy was I wrong . Please tell me that this is worth $45 . It literally looks like they gave a child icing and told them to draw a mermaid somewhere on the cookie . I also have included a picture of what it was suppose to look like .
Atmosphere: 5
Food: 5
Service: 1
Christie Ward
I went to get my son's cookie cake for his 16th birthday to find out I ordered the cookie for the wrong Saturday online :( and they hurried and made/decorated it for me while I waited so disaster avoided on my end. Great customer service and friendly staff! They went beyond and it looked great!
Atmosphere: 5
Food: 5
Service: 5
Mike Carter
Good Service, Nice Staff, Good Cookies!!
Atmosphere: 5
Food: 5
Service: 5
Katy Shoff
Good cookies as always but for the life of me I don’t know why they would leave the mall and move into this shopping center. Parking here is a nightmare, the parking lot is very tiny and it’s always packed because of UPS and the pharmacy next door. No room to park or back out. Very inconvenient. There were all kinds of vacant spots at the Pavilion in Kingsport, I have no idea why they chose to move here.
Food: 5
Chris Bruno
A gift for my wife...staff was friendly and service was quick!
Atmosphere: 5
Food: 5
Service: 5
Alyssa Rupert
I ordered a cookie cake for a special occasion at work and have always had great experiences with the great American cookie company up until this point. The work on it is very sloppy. The handwriting is bad, the words aren’t in the middle of the cookie cake, and the dots around the edge of it aren’t even touching/straight either. I am extremely disappointed that I spent $42 on this cookie cake.
Amy McLellan
They always do a great job. We got a puppy a few days before my son's birthday, and they did a puppy head that looked exactly llke our Goldendoodle on the cookie cake. The girl, sorry I do not remember her name, said it was her first time ever doing a golden doodle. It was so so cute! Just perfect!!
Always gotta grab some Doozies when I have to stop at
Atmosphere: 3
Food: 5
Service: 5
April Fillers
I could have had my 6 yr grandson or myself do as good as this writing. Vvvery poor quality. No time to wait for another one. What if you paid $43 for this??? NEVER AGAIN I understand people have to train. But this should have never been acceptable.
Atmosphere: 3
Food: 1
Service: 3
Jonathan McCullough
Best Cookies, Period!!!
Wesley Mayes
Great cookies!!
Alicia Berkley
Just went in to get a last minute cookie cake. They were amazing!!! Pulled one out for me and saved the day had it ready in seconds!
Thank you great American cookies your awesome!
Today, on Mother’s Day, I stopped in to purchase something special for my mom. Naturally, I asked about your Mother’s Day selection. A gentleman working there was very kind and helpful, mentioning the cookies. Then I noticed a display on the wall featuring a cookie cake, and I inquired about it.
At that point, he turned to a woman—shorter, with braided hair—to ask if it was available. Her response was incredibly off-putting. She gave both him and me a look of disgust and snapped, “It’s going to be 4pm before I can get that ready,” which was four hours from then.
I completely understand that it may have been a stressful day given the holiday. However, her attitude was unnecessary. A simple, respectful response such as, “I don’t have any ready right now, but I could have one for you by 4pm,” would have been much more appropriate.
It’s Mother’s Day—you’d think there would have been some preparation in place for popular items like cookie cakes, especially since I wasn’t the only customer asking about them. Her dismissive and snarky tone came across as an “I don’t care” attitude, and it really left a bad impression.
To the owner: If you ever consider restructuring your management or customer service training, I’d be happy to assist. This business has potential, but experiences like this can quickly turn loyal customers away.
Also, please don’t advertise products that aren’t readily available—it’s misleading and disappointing.
Submitted an order via the app and GACC of Kingsport did not disappoint. The cake decoration exceeded my expectations and I could not have been happier with how it turned out. Thank you so much!!
I ordered a cookie cake for my daughter with at least a 24 hour notice . We picked out a mermaid from the book . So I figured that this is what I was going to get . Boy was I wrong . Please tell me that this is worth $45 . It literally looks like they gave a child icing and told them to draw a mermaid somewhere on the cookie . I also have included a picture of what it was suppose to look like .
Atmosphere: 5
Food: 5
Service: 1
I went to get my son's cookie cake for his 16th birthday to find out I ordered the cookie for the wrong Saturday online :( and they hurried and made/decorated it for me while I waited so disaster avoided on my end. Great customer service and friendly staff! They went beyond and it looked great!
Atmosphere: 5
Food: 5
Service: 5
Good Service, Nice Staff, Good Cookies!!
Atmosphere: 5
Food: 5
Service: 5
Good cookies as always but for the life of me I don’t know why they would leave the mall and move into this shopping center. Parking here is a nightmare, the parking lot is very tiny and it’s always packed because of UPS and the pharmacy next door. No room to park or back out. Very inconvenient. There were all kinds of vacant spots at the Pavilion in Kingsport, I have no idea why they chose to move here.
Food: 5
A gift for my wife...staff was friendly and service was quick!
Atmosphere: 5
Food: 5
Service: 5
I ordered a cookie cake for a special occasion at work and have always had great experiences with the great American cookie company up until this point. The work on it is very sloppy. The handwriting is bad, the words aren’t in the middle of the cookie cake, and the dots around the edge of it aren’t even touching/straight either. I am extremely disappointed that I spent $42 on this cookie cake.
They always do a great job. We got a puppy a few days before my son's birthday, and they did a puppy head that looked exactly llke our Goldendoodle on the cookie cake. The girl, sorry I do not remember her name, said it was her first time ever doing a golden doodle. It was so so cute! Just perfect!!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Chocolate Chip Cookie, Double Doozies, Cookie Cake
Best cookies in town.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Cookie Cake
Restaurantji Recommends
Always gotta grab some Doozies when I have to stop at
Atmosphere: 3
Food: 5
Service: 5
I could have had my 6 yr grandson or myself do as good as this writing. Vvvery poor quality. No time to wait for another one. What if you paid $43 for this??? NEVER AGAIN I understand people have to train. But this should have never been acceptable.
Atmosphere: 3
Food: 1
Service: 3
Best Cookies, Period!!!
Great cookies!!
Just went in to get a last minute cookie cake. They were amazing!!! Pulled one out for me and saved the day had it ready in seconds! Thank you great American cookies your awesome!
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