I sat there and watched these employees keep their cool while a lady chewed them out for helping another customer while she decided what she wanted to order. This lady acted RUDE and entitled the entire time these employees tried to explain and help her. On top of giving me an amazing cookie cake on time, they still maintained a level of respect with somebody who (in my opinion did NOT deserve it). It was clear to see a hardworking group of people behind the counter doing their best to help. Great Cookie Cake, Great timing, and AMAZING customer service!!
Jessica Smith
She is always friendly and she makes sure you are happy before you leave. Amanda was amazing! Super professional, friendly, and went above and beyond. I couldn’t have asked for better service. Highly recommend!
Caitlin Wright
I’ve always had great experiences with this establishment, but unfortunately, over the past few years, I’ve noticed a decline in their service. This time was especially disappointing from start to finish. I called ahead to place an order for a cake, spending about 10 minutes on the phone with an employee to go over all the details. She took my name and number and confirmed that a 4 PM pickup the next day would be perfect. I also requested a simple, cute cartoon to be added to the cake—something I’ve gotten in the past—but was told they couldn’t do it this time, which was already frustrating.
On the day of pickup, I called 30 minutes before my scheduled time to let them know I was running a little late, and I was reassured that it wouldn’t be an issue. However, when I arrived, I waited 10–15 minutes before anyone even acknowledged me, only to then be told that my cake had never been made—the order ticket had been misplaced.
What was most frustrating was that no one mentioned this when I called earlier, which would have at least given me some time to come up with a backup plan. Instead, I was left scrambling just an hour and a half before the birthday without a cake. To make matters worse, the employees didn’t seem particularly concerned about the mistake, and their dismissive, almost indifferent attitude only added insult to injury.
I understand that mistakes happen, but the lack of communication, accountability, and basic courtesy was incredibly disappointing. A little professionalism and kindness go a long way, and unfortunately, that was sorely lacking in this experience.
Erin McNeill
Cannot get them to answer the phone! I wanted to place a specific order that I couldn’t do in the app. Called and was out on hold for 15 minutes then tried to call back and kept getting a voicemail.
Atmosphere: 2
Food: 5
Service: 1
Guadalupe Erskine
Placed an online order for a dozen cookies and 4 white icing slices and the order was not ready when I got there. Tried to give me fudge and white slices because they were in the display but that is why I order so I can just have white so i waited for them to make me new ones then when I opened my dozen of cookies at home they didn't give me the correct counts I ordered. Very disappointed!!!
Trinity Crawford
visited the Great American Cookie at 4601 S Broadway Square Mall on Sunday November 3rd. A lady named Claire helped me and she was nice, sweet, kind and has great customer service. Claire goes over and above for the customers.
Atmosphere: 5
Food: 5
Service: 5
Alejandra Gurrusquieta
A worse service ever
Atmosphere: 1
Food: 5
Service: 1
Jackie Cannon
Always a delicious choice for a birthday party or other event. Their personalization is really good.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Birthday Cake Cookie
Sean Martin
If you can't do door dash orders than take it off the damn app and stop wasting my time ic tried to order twice it's only 3 in the afternoon
Rachel Brewer
This place gets it right every time. Great decorators at this location. I am blown away each time how great of a job they do! Highly recommend!
Ordered a Large, custome, rectangle cookie cake for Nurses week. Service was great. Even helped me get the inspiration pic emailed over to them. When I picked up the cake, it decor was SO SMALL, and not centered. Did not look like a Bold decorated GAC cake. I was definitely disappointed. Did not mention it due to it was an hour before close and I needed it first thing in the morning. Closer attention to detail would be great. I understand it's just a cookie cake. But I paid extra for customization and the total was 60.00. The cake definitely did not look like a 60.00 cookie Cake. However..it was still delicious.
Atmosphere: 5
Food: 4
Service: 5
Marcus Session
Wonderful
Esther Pennington
Ordered a cookie cake for my grandson's 9th birthday. The service was good and the cookie decorated just as requested. It was fresh and delicious! However, the cookies are so ridiculously thin, it was difficult to cut a slice without breaking. Come on GACC, for $40 bucks, seems like you could spare a little more dough!
Atmosphere: 4
Food: 5
Service: 4
tammy cathey
I think what would be helpful is more people taking orders. Usually just one person and the line is so long. Need more people to help instead them all in back and not front. Would be very very beneficial and just let one person do the cakes
Wheelchair accessibility: Na
Atmosphere: 1
Food: 5
Service: 5
Recommended dishes: Birthday Cake Cookie
Tena Jones (Explored and Conquered)
Ordered a cookie cake for my daughter and dad's birthday 3 days before pickup. Arrived to pick it up 2 hours before the celebration and it was the wrong size and wrong design on the front. The names were spelled correctly except for Papaw was spelled Pawpaw on the cake lol! I explained that I had purchased a large rectangle cake and she verified the size on the order and verified the design was the red truck instead of the snow globe that was on it. She apologized over and over and offered to remake the rectangle cake for me but it wouldn't be ready for at least an hour because they were still baking. I explained that with an almost hr drive to the location I didn't have time to wait. The reason for the 5 star review is because she allowed me to pick out other cookies to make up for the price difference between the cakes, and her customer service was just incredible! She was apologetic, understanding and just handled the situation the absolute best she could! You don't see this kind of concern and customer service in younger people now a days. I'm sorry I didn't get her name, but she was working the location by JCPenney's the night of 12/13. I hope that next time my order will be correct and that the manager will see this and coach the team to look more closely at the order forms before decorating the cakes. But, we had plenty of incredible tasting treats for everyone at the celebration and it worked out for us, so thank you!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Birthday Cake Cookie, Chocolate Chip Cookie, Merry Christmas Snowflakes Cake, Big Bite Cookies
I sat there and watched these employees keep their cool while a lady chewed them out for helping another customer while she decided what she wanted to order. This lady acted RUDE and entitled the entire time these employees tried to explain and help her. On top of giving me an amazing cookie cake on time, they still maintained a level of respect with somebody who (in my opinion did NOT deserve it). It was clear to see a hardworking group of people behind the counter doing their best to help. Great Cookie Cake, Great timing, and AMAZING customer service!!
She is always friendly and she makes sure you are happy before you leave. Amanda was amazing! Super professional, friendly, and went above and beyond. I couldn’t have asked for better service. Highly recommend!
I’ve always had great experiences with this establishment, but unfortunately, over the past few years, I’ve noticed a decline in their service. This time was especially disappointing from start to finish. I called ahead to place an order for a cake, spending about 10 minutes on the phone with an employee to go over all the details. She took my name and number and confirmed that a 4 PM pickup the next day would be perfect. I also requested a simple, cute cartoon to be added to the cake—something I’ve gotten in the past—but was told they couldn’t do it this time, which was already frustrating.
On the day of pickup, I called 30 minutes before my scheduled time to let them know I was running a little late, and I was reassured that it wouldn’t be an issue. However, when I arrived, I waited 10–15 minutes before anyone even acknowledged me, only to then be told that my cake had never been made—the order ticket had been misplaced.
What was most frustrating was that no one mentioned this when I called earlier, which would have at least given me some time to come up with a backup plan. Instead, I was left scrambling just an hour and a half before the birthday without a cake. To make matters worse, the employees didn’t seem particularly concerned about the mistake, and their dismissive, almost indifferent attitude only added insult to injury.
I understand that mistakes happen, but the lack of communication, accountability, and basic courtesy was incredibly disappointing. A little professionalism and kindness go a long way, and unfortunately, that was sorely lacking in this experience.
Cannot get them to answer the phone! I wanted to place a specific order that I couldn’t do in the app. Called and was out on hold for 15 minutes then tried to call back and kept getting a voicemail.
Atmosphere: 2
Food: 5
Service: 1
Placed an online order for a dozen cookies and 4 white icing slices and the order was not ready when I got there. Tried to give me fudge and white slices because they were in the display but that is why I order so I can just have white so i waited for them to make me new ones then when I opened my dozen of cookies at home they didn't give me the correct counts I ordered. Very disappointed!!!
visited the Great American Cookie at 4601 S Broadway Square Mall on Sunday November 3rd. A lady named Claire helped me and she was nice, sweet, kind and has great customer service. Claire goes over and above for the customers.
Atmosphere: 5
Food: 5
Service: 5
A worse service ever
Atmosphere: 1
Food: 5
Service: 1
Always a delicious choice for a birthday party or other event. Their personalization is really good.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Birthday Cake Cookie
If you can't do door dash orders than take it off the damn app and stop wasting my time ic tried to order twice it's only 3 in the afternoon
This place gets it right every time. Great decorators at this location. I am blown away each time how great of a job they do! Highly recommend!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Birthday Cake Cookie, Chocolate Chip Cookie
Restaurantji Recommends
Ordered a Large, custome, rectangle cookie cake for Nurses week. Service was great. Even helped me get the inspiration pic emailed over to them. When I picked up the cake, it decor was SO SMALL, and not centered. Did not look like a Bold decorated GAC cake. I was definitely disappointed. Did not mention it due to it was an hour before close and I needed it first thing in the morning. Closer attention to detail would be great. I understand it's just a cookie cake. But I paid extra for customization and the total was 60.00. The cake definitely did not look like a 60.00 cookie Cake. However..it was still delicious.
Atmosphere: 5
Food: 4
Service: 5
Wonderful
Ordered a cookie cake for my grandson's 9th birthday. The service was good and the cookie decorated just as requested. It was fresh and delicious! However, the cookies are so ridiculously thin, it was difficult to cut a slice without breaking. Come on GACC, for $40 bucks, seems like you could spare a little more dough!
Atmosphere: 4
Food: 5
Service: 4
I think what would be helpful is more people taking orders. Usually just one person and the line is so long. Need more people to help instead them all in back and not front. Would be very very beneficial and just let one person do the cakes
Wheelchair accessibility: Na
Atmosphere: 1
Food: 5
Service: 5
Recommended dishes: Birthday Cake Cookie
Ordered a cookie cake for my daughter and dad's birthday 3 days before pickup. Arrived to pick it up 2 hours before the celebration and it was the wrong size and wrong design on the front. The names were spelled correctly except for Papaw was spelled Pawpaw on the cake lol! I explained that I had purchased a large rectangle cake and she verified the size on the order and verified the design was the red truck instead of the snow globe that was on it. She apologized over and over and offered to remake the rectangle cake for me but it wouldn't be ready for at least an hour because they were still baking. I explained that with an almost hr drive to the location I didn't have time to wait. The reason for the 5 star review is because she allowed me to pick out other cookies to make up for the price difference between the cakes, and her customer service was just incredible! She was apologetic, understanding and just handled the situation the absolute best she could! You don't see this kind of concern and customer service in younger people now a days. I'm sorry I didn't get her name, but she was working the location by JCPenney's the night of 12/13. I hope that next time my order will be correct and that the manager will see this and coach the team to look more closely at the order forms before decorating the cakes. But, we had plenty of incredible tasting treats for everyone at the celebration and it worked out for us, so thank you!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Birthday Cake Cookie, Chocolate Chip Cookie, Merry Christmas Snowflakes Cake, Big Bite Cookies
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