Great American Cookies — Local services in Snellville

Would give zero stars DO NOT order from this location. We ordered a cake to celebrate my husbands promotion and they messed up the lettering! The cake wasn’t ready on time and the manager called me back and was so rude!! I asked for her name and she told me “she didn’t have to give me her personal information”…I was asking for her name, so I could escalate to corporate and let them know who I spoke with. Like what?

Not only that they put the entire thing BACK on the customer and said once the cake leaves it’s not their problem. Well the cake was a surprise so my mother in law couldn’t look at it when she picked it up… stupid me assumed the store had reading comprehension skills, along with a double check of the lettering. NOPE!! Further more the handwriting was awful and you could barely read it!

The manager then threatened me and said “I’ll pull camera footage and the owners agree with me”…like ok. I was asking for half my money back, because of THEIR MISTAKE! They didn’t take ownership at all, and ruined our evening. But me, the customer, took half of ownership…hence why I asked for half of my money back! I can’t believe the manager spoke to me the way she did, she had zero remorse or empathy, it was really upsetting. There just isn’t customer service these days, along with hiring employees with a brain. If I were the owners I would be horrified that my manager is handling situations like this. She tried to offer me some crappy coupon to come back in the future, yeah no. I won’t be supporting a business that doesn’t support their customers.

I will be escalating to corporate, there is no customer service at this location, and if you read Google reviews it’s not the first time this has happened!!

May I suggested hooked on phonics and a customer...

I am writing to formally express my frustration and disappointment regarding my recent experience with your store.

I placed and paid for an order more than 24 hours in advance for a decorated cookie cake to be picked up at 5:30 PM. I even called earlier in the day to see if I could pick it up sooner, but was told the decorator wasn't in yet and that it would be ready by 5:30 PM as scheduled.

However, upon arriving at the store, I was met with unprofessionalism--no one was at the front counter, and I had to get someone's attention from the kitchen. I was then told that the decorator was "on her way" and that the team had mistakenly believed my pickup was scheduled for the following day. This was not only false but completely unacceptable.

To make matters worse, the staff offered me a mere 10% discount on a $48.75 cake that was not decorated and not ready. This offer did not begin to make up for the inconvenience or the fact that my son did not have his cookie cake at his birthday party that evening--something that could have and should have been avoided with proper attention to detail and customer service.

I requested a full refund, which I expect to receive promptly. I hope this situation is taken seriously, and that steps are taken to prevent similar issues for other customers...

I went in the store and ordered a specialized cookie cake to be picked up the next day. When I picked up my order, the design was correct, but they used the wrong frosting. They misspelled one of the three words on the cake and 2 of those words were written backwards, they were out of order. I asked for a discount but was only offered some free cookies in the display case. They offered to remake the cookie sometime the next day when their decorator was working, but I needed the cookie that next morning for the event. The lady working called and spoke with the manger several times trying to help me, but the manager never spoke to me. The best I was offered was 30% off my next order. This incorrect cookie was $60. This manager needs to learn customer service and should have spoken with me on the phone instead of relaying messages through her employee. They should have given me a discount on the cookie they incorrectly decorated. Who cares about a discount on a future order? I would definitely not recommend this store for a personalized cookie cake due to the way this situation was handled by the store manager. The ladies in the store both days were very nice and the cookie was delicious, which is why I gave this review a 3...