Hope's Cookies — Local services in Lower Merion Township

This place is terrible, one star is too much. The staff was unfriendly, clueless. I went in to pickup over 300 cookies for a wedding, along with a "Cookie Cake". When I arrived the Cookie cake was sitting on the counter and had looked like a 4y/o had taken icing and piped on some scribble, but it was supposed to be the last name of the Bride and Groom. At one point it looked like they made a mistake and wiped the icing off the cookie, leaving white residue all over it. I then asked about the rest of the order and they literally had no idea what I was talking about... I then pointed to the corner where there were several boxes of cookies that were obviously what I was supposed to be picking up. They then told me they were confused because it was a different name on the order... Seriously, how many orders of 300 cookies do you get in one day?? I felt frustrated and angry about the cookie cake, but felt the staff lacked any skill to fix it, much less any common sense to know it wasn't right or even care that it was for a wedding. I then asked for "extra icing" to fix the horrendous icing job but they refused to give me any despite me just laying down almost $400 for cookies, then I offered to buy some to which they were confused and didn't understand how to sell me icing... You're a cookie shop, you sell sugar as a business, why is it so difficult to sell me a small bag of icing, it's literally sugar!?? Stupidity... I have no intention of ever going back there, and I strongly recommend that anyone reading this find somewhere else to go and I can only hope this places closes permanently,...

broken! So Hopes Cookies has been my place since 2006 (the dye shirts period) when I use to train at MLH.The cookies were out of the world. Chewy, fresh, soft, buttery, and aesthetically appeasing. However over the last few years the quality have went down hill or the managers no longer care due to the "great resignation". Like Susan and several others within this review section, I have received stale, crumbled cookies not correctly sealed (shipped). This isn't the first time I have received my cookies this way about a year and half ago I got cookies the same way. In addition, I usually send myself cookies due to accomplishments in which I share with others and boost about Hope's and how amazing they are but now I think I will stick with other cookie venues because I've been disappointed 2 times. They did not even send my note to myself ( 2020: messy handwriting; 2022: nothing due to out of paper or something). This purchase was a complete bust and im really heartbroken a place I truly love is no longer what it use to be. It is so hard to find a decent cookie that isn't super fancy. I really wish things were better. I don't think the owners ( original lady) own this anymore because the quality is subpar. It usually happens when someone takes over the place. What I want from this establishment is better customer service and bring back the amazing tasting cookies that are fresh and can destroy any other cookie rival...

I think probably the most disappointing bakery experience in my life.

We had a very well meaning friend order a shipped a box of cookies, as a get well present. The only positive comments I can make on the cookies was that the flavors were tasty (solely what earned you 2 stars), and the gesture from our friend was very appreciated. However what Hope shipped was a box of dry cookie crumbs. The few cookies that survived shipping (maybe 6 in total) had strong binding agents, like molasses or caramel or something that kept the cookie together. All the rest, I'm guessing in total 3 dozen, were completely obliterated. I mean literally an entire box of smashed broken cookie crumbs. All of the cookies, even the few intact ones, tasted dry, crumbly, and massed produced, as one might expect when buying Chips Ahoy. I picked these up from the delivery guy, so it isn't like the cookies sat outside for a day drying out or being manhandled by a doorman; from Hope to our door is what the pictures attached show.

What a massive let down. Probably $70 for cookies & shipping, to get an end result worse than $10 worth of Famous Amos delivered via a disgruntled DoorDash driver who stomped on the package repeatedly when they left. You've got to do much better, or exit the delivery business and stick to just...