Great American Cookies — Local services in Branson

If I could rate this place negative stars, I would! I ordered (and paid $48) for a cookie cake online 10/11/2024 to be picked up on 10/18/2024 at 3pm. I chose 3pm because that was actually an hour before we were supposed to arrive in town and I wanted to make sure it was ready when we got there since we were doing the birthday party that night. I got there at 4pm, multiple customers in the store for ice cream etc. I informed one of the workers that I was there to pick up my cake. She proceeded to say “We don’t have that ready. We’ve been busy. It’ll be ready in an hour and a half”, I said “I ordered this a week ago and it was supposed to be ready an hour ago”, she said “well i don’t know what to tell you, it’s not done.” I left and decided we’d come again after dinner. We then go back into the store at 8:30 (4 1/2 hours since they quoted an hour and a half until it’s done). The workers inform me “I’m sorry, it’s not done. Day shift left it here for us to do. We thought it was supposed to be for tomorrow, not today. We’ve been so busy and havnt gotten the time”. One girl left to go in the back and i continue to ask how this is happening, they said it’d be done in an hour and a half at 4pm. I asked to speak with a manager and she said that the other worker is in the back, calling him now. She comes out to say “It won’t be done for another 45 minutes if you all want to wait, it’ll take my manager 25 minutes to get here and then he will decorate it, the cake is already made, it just needs decorated” well at this point, we’ve been here long enough, whast another 45 minutes? The manager shows up, apologizing, stating “we thought this cake was for next week” (The whole staff here just makes up whatever they can to cover their butt.) I proceeded to say “No you didn’t, these girls said they thought it was for tomorrow and your staff at 4pm just said they didn’t have the time and it’d be don’t in an hour and a half!” I told him i ordered this on 10/11 online and it’s already been paid for. He continues to apologize and starts looking for the cake to decorate. No cake to be found. Asks staff “where is the cake I’m supposed to decorate? She says oh… i decorated that earlier for the individual slices in the case to be sold… I’m sorry i forgot” This place needs to clean house and hire more staff to get things completed! This whole experience was terrible! The manager did refund my money and went ahead and made a cake for us for the following day which we received (he offered to make it that night and drive it to us but it was 10pm at this point and we had young kids that needed to get in bed.) I absolutely will never order or give this establishment my time or money, probably not any great American cookies! PLEASE THINK TWICE BEFORE ORDERING FROM HERE! Attaching pictures of my cake with the website picture. i had the words changed to say happy birthday and i picked the colors this cake was also paper thin! I think I’ll stick to reasors cookie...

Super disappointed! I ordered a cookie cake a week prior to coming to town to be picked up at 4:30pm on 2/22. We arrived around 5 to get our cake and all was well, we even placed an order for an additional cake to be pick up 2 days later on 2/24 at 10:15am that way we could bring one home with us… within 15 minutes we went back to our room to try said cookie cake and in the first bite there was a piece of hair! We immediately went back and asked for a new one to be made. The girl working apologized and said she could make us a new one but it would be about an hour which was totally fine, so this new cake should have been ready around 6:30. We went shopping and ate dinner then arrived back around 7:30 to pick up the remake. She said it still wasn’t done but would be done in about 30 minutes. We arrived back at 8 and all was good. Fast forward two days to 2/24 we go to pick up our second cake at 10:15 that we ordered and paid for 2 days ago and she says that the cake is not done and she hasn’t even started making it. We ask how long until it is done and she says an hour, we were checked out of the hotel at this time, car was loaded with all of our things so we could not wait an hour. I asked for a refund and she said she couldn’t refund me and that she didn’t know what to do. Super unprofessional may I add as someone who works in customer service. She claimed she couldn’t open the register to give us our money back as well. She finally then called her manager, and was magically able to open the drawer to give us our money back. We were really disappointed this time around and will not be back!! May I also add on the cookie cake box it specifically mentions custom cookies cakes ready in 15 minutes, clearly not true! 1/10 definitely don’t recommend...

Went in about noon. No cookie cake slices. Asked if she had anymore thinking maybe she’ll have a cookie cake in the back and go cut one and throw some icing on it. Nope. Too much work for her apparently. I’ve worked at the cookie company before. We always had extra cookie cakes in the back to put out. Second cookie company I’ve gone to and the girl didn’t want to make extra cookie slices or make doozies if they weren’t pre made. So I went back and ordered an entire cookie cake so I would have cookie cake slices and give them another chance. When I get in the car I went to get me a slice and it’s so hard, not even eatable. If I wanted a hard cookie cake i would have gone to Walmart and got one of theirs for cheaper. Cookie cakes shouldn’t be hard from top to bottom. Definitely not walking all the way back down with it. Unfortunately they have the worst location. Also the girls should be taught when they make doozies you’re supposed to use an entire scoop for icing. Not pipe some on and call it a day. The manager needs to whip these...