Great American Cookies — Local services in Davenport

Below is an email I sent to corporate 2 weeks ago, the franchise owner has yet to reach out so, I will assume this is ok behavior for their establishment. Sams makes great cookie cakes that are double stacked for half the price and no hassle.

"I wanted to share my recent experience with your company with you. I pre-ordered a large square cookie cake for my daughter birthday a few weeks ago to be pick up on Friday October 12th at 4 p.m.for her 6th birthday the next day. I arrived to mall on Friday the 12th around 3:45 p.m. a few minutes before my pick up time, I was greeted by a decorator at the front counter that was currently working on a cookie. She asked he name on the order and began looking for our cookie, it hadn't been started and was in the pile of "to-do" orders in front of her. I began to question why the cookie had not been started and the young girl explained my pick up time was not until 4. If she hadn't started on it and I was to pick it up at 4 how would it be done by that time? She assured me she would start on it right away by this time. I asked her to repeat the order to me and what her design plan was. My order via phone 2 weeks prior was a large cookie cake with the 4 marvel charter logo's (Iron Man, Hulk, Captain America, & Thor) she responded by saying "whatever comes up when I google Avengers". By this point my patience have gone out the window. Why was a receiving attitude for an order this was given for more than advance? I gave new instructions after I was told my order would exceed $60 after I was quoted $36.99 and shown that this was price listed on my order form. I gave new instructions to write 'AVENGERS' as shown below. She agreed she would make that happen we all apologized and I was told to come back in 30-45 mins. It is now 4:45 p.m. and I am returning to the counter for pick up below is a video of the cookie I was asked to pay $40 for. I asked to speak with the manager on duty, the cookie cake looked awful and i would be ashamed to serve that as a quality product. When the manager was shown the product she assured me she could of done a better job as she'd been with the company for 15 years, she told me she would write over the already piped letters to try and fix it. It is now 5:15 p.m. and I informed her that I have been her since 3:45 to pick up an order that should of already been done, ready, and waiting. When I asked for a Refund I receive the comment " Well, your the customer". Yes, I am the paying customer who expects to get what they pay for. We order from your company every holiday, it is tradition in our family. The product was always fresh, beautiful, and convenient. We left that day after 2 1/2 hrs with NO cookie. I know what this company is capable of and that is all I expect. Many stores around the mall sell cookie cakes for half the price but, they do not specialize in the appearance of the cake itself which is why we choose your company. I hope that is was just a flaw on this day and I hope we can do business again but, I wanted to share this as this shouldn't...

Went to pick up my daughters cookie cake, was paid for on the 20th, was suppose be picked up the 24th at 1 o clock. I get there give the name they don’t have it! Then asks me to step to side to help other people why they figure it out. Other people ask for their cookie cake…they don’t have it. They go look for it another guy comes they ask can I help you? He says he has a cookie cake they can’t find it…after finding there cakes they still never found mine. Gave me 1000 excuses told me I went to wrong one maybe or did I order online. I tell them no. I ask to speak to a manager 5 times until finally the employee gives me her phone with Kelli on it… she was horrible with the situation very unprofessional an kept telling me she couldn’t find a recite…I tell her I have a half hour to get to my daughters party she asked how can I make it better? I said I need a cake that says happy birthday with my daughters name a for free for the huge mess up. She tells me no she can’t do that so I say I need to talk to someone above you she says “there is no one above me I am the owner” so she could of helped me the way I wanted if she wanted to…so I tell her refund my money will go to hyvee she says she can’t refund whole thing bcz I got a cookie the day I ordered the cake…I laughed am said I guess I got a free cookie an my daughter don’t get anything…she finally after a hour refunded my money…I WOULD/will NEVER BUY FROM...

I ordered a large birthday cookie over the phone today at the North Park Mall location. No one told me that they had a heart shape available and comes with a free dozen cookies. When I got to the mall I asked if I paid the extra few dollars if I could get the free dozen cookie special. (I didn’t want the one I ordered to go to waste) the girl I was working with was very polite but wasn’t sure if they could do that so she asked another worker if I could get charged for a heart and get the free dozen since I didn’t know about the special. They other girl (I believe her name was Kenzie) said no it HAS to be a heart shape. So then I asked if they could just make me a heart shape instead. She stood there confused so I was like whatever I’ll just take this one. I was very upset and left after paying for the round. When I got home my mom noticed they spelled my sisters name wrong her name is Tabitha and they spelled it Taditha. I’m dyslexic so I didn’t notice the letter mix up. We called them and they said they wouldn’t do anything for the miss spelling and we could drive all the way out there to fix it but they do not do refunds for it. I’m so done with the awful customer service there. I’ve always had a great experience. This one employee has ruined my whole experience with great...