Great American Cookies — Local services in Knoxville

Just don’t go to this branch. The cookies are still good (if actually made) but the customer service is horrendous. And my recent experience was not with a high schooler or college student (at least not a young one). Ordered a birthday cake online(which was probably my first mistake looking at other reviews). Went to pick it up with my son. Wasn’t there. they said they didn’t have the order. Waited. Then I had to ask if they could make another or refund. Told me it would take 3 hrs to get it to me. Asked for refund. They were $6 short the refund. Asked for the difference they said that was their store price. Asked if they could compensate with free cookies then to equal $6. Asked for order number again. They found it in their system and got me a refund. (Found it in there system and yet they never got it. Hmm). Of course my 4year old son has been nice a quiet whispering to him self “cookie,cookie,cookie”. I now have to tell him no cookies due to a mistake. Of course he cries. Not a tantrum just a sad cry and “why!?” Does the lady say sorry for the inconvenience, or sorry we hope you come back, or I hope your day goes better so sorry about our system messing up on your birthday cake. Or even sorry child have this small cookie on us for messing up your cake. Nope just stared at me like “Go away why are you still here?”

Never going back there again. Don’t...

I purchased a cookie cake for a birthday party. I had called on a Tuesday and pre-ordered the cake. I asked if they could put mater on the cake and person said he wasn't for sure but would call his manager to make sure and call me back. He called me back and said that they could do it but it had to be done on Friday or Saturday because the best designer worked those days and it had to be ordered on a pan. I agreed and placed my order. I also asked price and he said $31.98 with tax. I called Saturday at 11am when they opened to see when it would be ready. They didn't have my order down so I had to re-order my cake. Then when we went to pick it up it was $42.98. Also, on the cake they moved the mater because they placed it wrong. Also, we had asked for no white icing and there was white icing on the cake.

I also went back into the store after we looked at the cake in the car and the manager on duty didnt want to do anything other than give me cookies which we already got.

I felt like this was unexceptable and bad bussiness.

I did give 2 stars because after 2 weeks of calling over and over again and multiple emailing I did get a refund. But, I would still never go back to this Cookie Company. And, the manager was extremly rude when giving...

I ordered my son’s 13th birthday cake from this location, the gentleman who took my order repeated it back to correctly and I confirmed. When I came in to pick it up the young man working didn’t have a cake for me. He looked for, and found, my order; but it said it was scheduled for pickup on the next day! Panic mode obviously set in, as we were on our way to his birthday party. At least the 2 associates working at the time I picked up, did everything they possibly could to at least make sure I had a cake to take with us to the party. However, another patron did share with me, as I was waiting, that this is a common occurrence at this location.

My son was so excited to see his cake decorated to his specifications, that he wanted to go into the store to get the cake and see it first, the look of disappointment, just broke my heart! As I stood there waiting on this makeshift cake, I was trying my best not to cry, especially as other customers told me I handled the situation well - professionally and with...