Great American Cookies — Attraction in Toledo

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...

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...

I used the online ordering to order a 16” x 16” cookie and was given a round cookie - the store didn’t give a price adjustment like they said they would. I had someone else pick up the cookie, they reviewed it for wording but didn’t know it was the wrong size. I called the store, they offered to bake another one or give a price adjustment if I brought it back to the store. Except, they couldn’t bake a a square in time and I didn’t have the time to drive all the way back to the store and back to work in time for our office lunch. We decided I’d keep what I had but they’d provide a price adjustment to my credit card. They never did refund the price difference, even after an online complaint. These cookies used to be quite the treat and something special - they are not worth the price anymore! Another victim to shrink-flation. Cookies are super thin and this store in particular holds back on the frosting so that you’ll buy “full frosting.” With all the wording I had, I thought it’d fill the cake, they made sure it didn’t. There are too many other bakery options out there - I will never order...