Great American Cookies — Local services in Midland

10/26/22 @ 11:35 am Midland Park Mall store, Midland Tx. If I could give no stars for customer service, I would! I am a Favor Runner. My customer gave me an order that I tried to call in, knowing it would take at least 40 minutes to prepare. First, no one would answer the phone. So I drove to the mall to order in person and return to pick up and deliver to my customer. Your female employee didn't even speak to me when I first walked up. She turned her back to me and walked away. Then when I told her I wanted to place an order and pick it up at 2:15, I was told that the decorator doesn’t come in until 2! I told her I would like to go ahead and place the order, so she grabbed the order form and a pen and plopped it on the counter. Didn't say a word, just looked at me. I tried filling it out, then asked her if she was not able to take the order, because I had no idea what the codes was n the form meant. She finally said, all I need is a name and contact number. I told her I was not happy with her customer service, wanted her name and the manager’s…she walked away again. I went to the register, where she was standing, and asked for her name, but she was silent and never made eye contact. I returned at 2:15 to get the order and hope to speak to the female’s supervisor, but the female would not give me any information at all. She only said that the decorator had not yet arrived. Finally, at 2:47, I was able to pick up my order. When I was shown the cookie, I saw that it was not as I ordered. I had shown the female my phone so that she could read what was to be written on it. It specifically said “Happy Birthday, Sloan”. All that was written was SLOAN, no Happy Birthday. The decorator only spoke Spanish so I was not able to communicate with her. I contacted my customer, who said to accept the order as it was. This was the most frustrating experience for me. Not only was the clerk rude, but the wait time cost me 3.5 hours of work time that could have been used to run other Favor deliveries. My hope is that the female clerk will be trained in customer service and that someone would be available to communicate with your...

WARNING : Do not EVER order a cookie cake from this place and prepay. I had a horrible experience and was refused a refund for a cookie cake that I prepaid and they did not have. I went to pick up my daughter's birthday cake that I prepaid, and they dropped the ball and did not make it. I had my receipt and asked for a refund, since they did not have it. I was told only the manager could refund, and when I asked for the manager's name I was told "they are not allowed to give that information out". I also could not be told when a manager would be available. I have tried calling, but the phone is never answered. I have been by 3 different times and no manager. I have received no response when submitting an email and online complaint to the company. This is truly insane....I just want a refund for product I did not receive. If the franchise owner reads this, please contact me.

Edit: the response I received from the corporate office is a joke. I emailed the franchise owner this information and have yet to receive a response. I STILL have not been contacted nor refunded. AWFUL, AWFUL. Stay far away from this...

This was the worst experience I have EVER had with ANY Great American Cookie anywhere! The Midland location USED to be wonderful 15 years ago, now it is TERRIBLE. I would not recommend to anyone. The people speak absolutely no English (which is okay but at least know how to speak a little bit if you’re going to run a store). I had to talk to the lady through translate on a phone back and forth. I was told my order would be ready at 12:30, I show up and she tells me no it won’t be ready unti tonight when it’s for my daughters class!! Tells me she won’t give me money back so I have to get it from here. When she eventually finished it was not even what I ordered. I will never use this place again and I will be sure to let EVERYONE know my experience. I will forever drive the extra 20 minutes and ALWAYS use the Odessa one where they are...