Twisted Sugar — Local services in Charlotte

On January 5, 2023 I went to Twisted Sugar located at 12210 Copper Way #218, Ballantyne, NC 28277.

I asked about getting 48 cookies made with the logo of the company I work for (ARCO Design/Build) placed on them. I asked how much time was needed and I gave them a sticker with the logo and asked if that was enough to have them made. At that time I was informed that only 48 hours was needed and the sticker I provided was perfect for them to make the cookies. I instead, agreed to give them a week and would pick up on Thursday evening (January 12th)

On January 10, 2023 I received a phone call from their sales representative stating she left me a message on January 5th that they in fact needed 2 weeks and the sticker was not enough and they needed a PDF or JPG image of the logo in order to process the order. I immediately emailed her a JPG and PNG (as we do not have a PDF). I called the rep later that night to be sure she received my email and she confirmed receipt of the email and said she would get back to me on whether or not they could place the order. I even offered them an extra day and said I was okay to pickup on Friday evening instead of Thursday.

I’ve attached a copy of the text messages that came after starting with January 11th confirmation that the order would in fact be ready Friday evening for pickup (January 13th). When I didn’t hear from them on Friday, I waited until at least noon on Saturday to see if I would hear from them to which I did not. I again text the sales rep and was informed they had a very large order on Friday and she would need to check if the logos even arrived.

It was at that point that I informed her to cancel the order and issue a refund because I needed to include the cookies in goodie bags that we were handing out at our office holiday party and there simply wasn’t enough time for me to get them all prepared since I was leaving at that moment to the venue.

I have since sent a couple of emails (attached) to the sales rep asking about the refund and have been informed that the owner would need to process the refund from the system at the store and she did not have access to that system.

I am reaching out to you now to see what else I can do to try and get my money back since the product that was promised to me was...

Cookies were cold & hard with no option to have them warm like I have seen other review responses say! The cookies clearly all have the same base…example: no brown sugar or salt ect in chocolate chip & all the frosted cookies are just sugar cookies with flavored frosting & frosting shouldn’t be the best part of a cookie! Not to mention immediately after eating the cookie I tried my stomach hurt & I do not have a weak stomach either but assume it’s from the undercooked cookie. Looking at the online pictures that include their kitchen, everything seems to be premade & refrigerated long before you get it & doesn’t match the pictures online. Coming from someone who has worked in a restaurant & managed a restaurant for years it appears they have more refrigerators than anything else!! I will never give them my business again- the cookies suck & based on responses to the reviews...

The staff was great and very helpful. However the cookies were gross. They tasted like flour, salt and water with icing on top. Every cookie tasted the same just a different frosting except the peanut butter which was still a fail. We threw the box away after cutting half of each cookie for a taste test. Not even the kids would eat them. We thought they would be a better version of Crumbl but nope. They were worse. The cream drinks are made with coffee mate coffee creamer not ice cream as we were told. It wasn't horrible but we asked for milkshakes and that was what was suggested. I gave a 3 only because the staff...