Great American Cookies — Local services in San Antonio

I don’t have pictures of all of this, but I did NOT enjoy my time and money spent here (could’ve been an off day, but this was a very very poor experience):

I went here with my brother to order some ice cream, having high standards because every other time we’ve went, it was really good. When we got there, there wasn’t a long line so we waited as the two girls (one of them was obviously new, nothing wrong with that though) and the experienced one had just finished checking out the customers before the new girl was finished with her customers. The experienced girl came over to my brother and I, asked if we’ve been helped and we answered with no. She then proceeded to give us to the new girl (who was still with her customers for a few more minutes) and make us wait longer than we already had been (which was about 10 minutes). Once the new girl was finished with the previous customers, she helped us and I asked for the regular size cup with mint ice cream with chocolate chip and hot fudge. She had trouble making it and understanding what I wanted, but eventually she got it and my cup was only half way filled. I thought that was maybe normal? but the little girl being helped by the experienced girl behind us, had the same cup and everything filled to the top, so mine was definitely too short. Then my brother ordered a banana split, which the new girl had trouble figuring out what was on it, so I suggested to make it like the picture and eventually ran into the problem where my brother asked for all chocolate syrup and she gave him chocolate syrup and caramel. My brother and I both work at Andys Frozen Custard, so we have experience making banana splits and the whole way she made it, clearly showed us she didn’t know what she was doing, but that’s not entirely her fault. There should’ve been someone there to help her. I still tipped her because she obviously didn’t know what she was doing, but I honestly regret it, though it was only $3. Again I don’t have photographic evidence, just my word and I’m not an angry person or even like making bad reviews, but I’m so outraged by the way my order came out and how my brother and I were treated. I just hope next time, with other customers, they’re treated way...

STAY AWAY FROM THIS LOCATION. Wish I could give this place zero stars. Quite possibly the worst customer service experience I have ever had and, unfortunately, the management at this location is unwilling to correct their mistakes let alone admit to them in the first place. My boyfriend and I were visiting from out of town to celebrate my birthday. He called days in advance to special order an amaretto ice cream cake from this location as it was the closest to where we were staying. When we went to pick up the cake the employee initially couldn't find our order. The manager insisted that it was a certain cake, even though the name on the cake was wrong and not even close to my name. We told her that we didn't care if the name was wrong and just wanted to be sure it was amaretto (she initially said praline when we went to pick up the order). She corrected the name, which we did appreciate, but again this was not an issue for us, and assured us that it was our cake. We went on our way. When we arrived at our hotel and tried the cake we were extremely disappointed to discover that it was plain vanilla, not the amaretto cake we paid over $30 for. It was already late and the store had already closed by the time we tried the cake so we trekked back to this store the next day hoping to get the issue corrected with a refund or the correct cake. The manager was not at the store and the employee trying to help us had to call her. The manager first told us that she couldn't do anything since we were happy when we left with the cake. We explained that we were happy because we were told the cake was the cake we had ordered. She then told us that she "watched the cake being made" and said it was amaretto. We told her we have had the amaretto flavor before and this was vanilla. Her response was that "amaretto and vanilla taste the same" and refused to give us refund or remake the cake. It is very clear that we received someone else's cake. We understand that mistakes happen but were baffled at the mangers unwillingness to work with us to resolve the issue. Completely unacceptable customer service. We will...

recently visited your San Antonio Riverwalk location, we walked in around 9:20PM.  After waiting for 30 minutes, in a store that had no AC, the server was very incompetent and did not understand how to put the proper size in the cup and asked me four different times as to what flavor.  I did not even ask for anything out of the ordinary or complicated, it was simply sweet cream and coffee with a kids sized cereal milk.  It took him several attempts to make my ice cream, the cashier takes the ice cream as he is about to hand it to me and has someone else remake it again because he apparently gave me too much.  Meanwhile, we are still waiting on my kids size and have asked them to start making it 3 times.  Let me remind you that we have been waiting for over 30 minutes and it's hot and our shoes are wet from a giant puddle of water that my friend slipped in which seems to be dripping from your soda machine and onto the floor.

Now onto the cashier, I had a reward for a free kids sized ice cream, she couldn't seem to be able to type in my phone number for at least 4 straight minutes.  Then had the audacity to ask me if I even had a rewards account with your company as I am showing it to her on my phone.  So of course, because the experience just couldn't get any better, the machine is malfunctioning and not honoring my reward.  She never apologizes for our inconvenience and instead has the nerve to ask ME to stand to the side to fix the problem MYSELF.

Long story short, my ice cream was melted, my rosacea was inflamed, mine and everyone elses shoes were wet, the lady was rude, my kids cup is still nowhere to be seen, I am forced to pay for the kids cup, I am out of a reward too and to top it all off.......my ice cream was the...