Great American Cookies — Local services in Cartersville

While they may have a good product, the customer service that I received this evening was incredibly rude.

I placed an order for a super cute “thank you” cookie cake for a friend on DoorDash around 3pm. My order was confirmed and my card was charged. The cookie cake was set to be delivered to their home between 7-7:30pm.

Around 7, I got a call from my DoorDash driver who had arrived to pick up the cake. She was alerted that the cookie cake I had ordered was not able to be completed and there was nothing to pick up. I called the store to figure out what had happened, and was told by one of the employees that the product that I had ordered should have never been available on DoorDash and that they did not even have my order on record— despite the fact that I had a confirmation email and a receipt showing my card was charged for that location.

Trying to compromise, I asked if they had anything in the store similar to what I had ordered and paid for that could be swapped out for equal value for my DoorDasher to deliver. The employee asked me to hold as she was on the phone with her manager— however she did not place me on hold, so I heard her entire conversation when she essentially implied that I was rudely demanding to be accommodated for an order that “didn’t even exist”. I was very kind in trying to find a compromise that I felt made sense, given the fact that I had just paid $41 for a product that didn’t exist.

When she returned to the phone and I alerted her that I heard the entire conversation, she was not only unapologetic, but again sarcastically tried to explain in a very condescending manner that they would not do anything to fix the issue unless I physically drove to the store. I would have delivered the cookie myself if I was anywhere near the store rather than paying an additional $20 in DoorDash fees and tips.

After contacting DoorDash customer service, they did in fact confirm that this location DID receive AND confirm my order at 6:18PM.

I understand mistakes happen and technology can be difficult, but this was handled poorly from start to finish. After speaking with the DoorDash driver, she confirmed that the staff were rude to her as well, which is disappointing and unacceptable.

My advice would be to spend your money with businesses who treat their customers...

I put in the order on 2/24/25 to be picked up 3/2/25 right after noon/getting out of church. This was for my boy's birthday party that started at 1 pm that was 30 minutes away. I showed up to pickup my order around 12:10 and the little girl told me it would be 20 minutes. This confused me since it should have been ready Saturday before closing and put into a fridge and ready for pickup at noon. This was putting me behind. I ran to Kroger and came back 20 minutes later and only the boarder and writing was done on the cookie. It was finally completed a bit after 1 pm. This made my boy miss half of his birthday party and only get to swim for like 15 minutes. The artwork looked rushed (because it was). The blur at the bottom was me and not their work. Very disappointed in the management failure. I remained civil with the employees since it wasn't their fault...it was a management failure. I will definitely be spreading the word to never order from here again and we definitely won't be returning with this level of service. Upside though is that they do offer a...

We went to store in person and paid $55+ for 1/4 sheet ice cream cake on July 15th for a birthday party on the 23rd.

We called the 21st to confirm order, when we could pick up, and was asked about more details they could add to cake. It was supposed to have green icing on top and “Happy Birthday Name”.

This is what we received the 23rd when we went to pick it up around 5pm. At first they insisted they didn’t have a cake order for us and after getting more information they gave us this.

This happened last year, but because the cake tasted good we wanted to give them a second chance. This will be the last time now. How do you explain to your 8 year old who helped design the script why their is nothing on it. It’s just sad I even have to write this. No matter how much you confirm, it will still end up not what you want. Sad the times we are in where no one seems to care about quality or...