Baked! — Attraction in Bloomington

I’ve never had an issue with the quality of Baked! in the past, but when I did have an issue with the quality of their cookies for the first time tonight that wasn’t the reason that I now have an unfavorable view of the establishment. In fact, it was the terrible customer service I received. I ordered six cookies, three of which were in the seasonal pumpkin dough, and when I opened the box those cookies were clearly severely undercooked, as the shape and texture of the dough was still evident. They were not edible (maybe even unsafe to eat). I gave Baked! a call to tell them what happened and see if I could just get some new ones, because I understand they’re busy and stuff happens. However, the woman I talked with on the phone was not apologetic or even cared to listen at all and said to let her speak with her manager. After doing so, she came back and said her manager had been at the oven all night and that all of the cookies are baked the same exact time and temperature, so there was no way they were undercooked and if it seemed a little doughy it was because of the mix-ins (even though we only had one). They didn’t ask us to come into the store, which we would’ve been more than willing to do. These cookies were an absolute waste of money which was spoiled by awful customer service. I hate to complain, but this was absolutely ridiculous because it could’ve been so easily fixed. I was completely understanding in the beginning and was not even very bothered by how poorly the cookies came out, but your lack of customer care will not be worth my business...

Cookies are great but the service seems to be really poor. It looks like they are not taking the pandemic seriously as people huddle up close to each other in line to wait for payment even when they order the cookies over the phone 25-30 minutes earlier. There is no separate queue for walk-in and phone orders and everyone has to wait in the same queue which only makes the queue that much crowded.

Any reputable organization like Baked no matter how small must take the pandemic seriously and device ways to decrease wait times. It seemed tom me they were almost too rigid to change any of their ways!

I ordered my cookies over the phone so that I did not have to wait in queue as I am very serious about social distancing, however on reaching the store I was asked to wait in a queue packed with people huddling close to each other to pay for already prepared cookies waiting to get cold. I offered them my card to complete the transaction asap but they did not seem to be eager to decrease the crowd. It resulted in an extremely lengthy argument and yet the person was not wanting to have my order processed. I was helped by another staff, who seemed to understand the situation and helped me pay for the cookies through a different...

I am a little torn. In general, Baked! truly does have amazing cookies. I was very impressed by even the plain sugar cookie and chocolate chip cookie. However, last time I went there was a poor experience. It was a Saturday night, so I understand that it was super busy, but that doesn't excuse the lack of cleanliness I observed. I noticed that half the workers handling the cookie dough were not wearing gloves, and when we received our order, my husband and I each had the "pleasure" of pulling hairs out of our mouths after biting into a cookie, or pulling them straight out of our cookies. The cookies were, ironically, not baked - they were more like piles of hot, melted dough. The edges were slightly firm but the rest of the cookies were sludge. I do like soft cookies, but these, combined with all the hair in the cookies, really turned us off and we did not eat the cookies we ordered. Yikes. I know the products are usually good, but I couldn't let this restaurant's lack of cleanliness (at least on very busy nights) pass by without...