Great American Cookies — Local services in Waxahachie

DON’T GO TO THE WAXAHACHIE STORE!!! I placed an online order for a birthday cake tonight. About an hour after placing the order, a young man called and told me the design I requested was not able to be done on a round cookie. The online ordering system allows you to pick any shape cookie and add any design. He said they aren’t freehanded, and I would have to pick another design. Ok- I picked a different design and gave him the colors for the icing. My daughters picked it up and when they got it home, it didn’t have the M&M’s I had paid for baked into it. So my husband called the store and was told “Your wife said she didn’t want extra sugar in the cookie cake, so we didn’t add the M&M’s.”. ????? What???? That sounded ridiculous, so I called the store back and asked for the store manager and got “Patel”. She wouldn’t give me the rest of her name. I told her what had happened and the first she told me was that I didn’t pay for M&M’s, to which I replied- “I’m looking at the receipt, it includes M&M’s.” Then she told me that what I was looking at was the $5.00 design fee. ???? What??? She didn’t ask for my name, did she even have the correct customers order pulled up? And since when does this company charge you extra for any specific design? Much less a design I was told I couldn’t get?! So they charged me for a design I couldn’t get on top of M&M’s I didn’t get. I told her I would expect a refund for the “design fee” since I was told I couldn’t get that design and the M&M’s that weren’t included. She then began to argue that the design I ended up with was $3 and the design I paid for was $5, so she would only be giving me the difference. Ok- you guys already messed up on my birthday cookie, and you want to split hairs over a couple of dollars?? Good customer service would have just given the $9 refund and apologized for the inconvenience, instead of arguing over the “design prices”, or offered to remake the cookie cake, which was never even discussed! I’ve never heard of a “design fee” in the 20+ years I’ve been using this company. I’ve also never had such appalling customer service from a representative of this company as I had tonight from Patel. The company as a whole is a great company- but if you want to get a cookie cake and it be right and get great customer service- DON’T go to the WAXAHACHIE store!! PATEL cares NOTHING for the customers or decent customer service or apparently training her people to read and double check an order. Go to Mansfield of Cedar Hill- I’ve never experienced a problem from...

I ordered a cookie cake for my boyfriend’s birthday on 3/30. From the outside it looked great, but once we cut into it and tasted it, it clearly wasn’t done all the way. It tasted like raw flour and it was gritty like raw cookie dough is. Completely inedible. I ended up making cookies myself so he could have something to celebrate his birthday with. The store was closed by the time we actually sat down to celebrate, so I called a few days later on 4/4. My info was taken and said I would get a call back. I never did so I called on 4/11 and asked for an update, which I was then told someone would get back with me… again…. So finally someone calls me today, 4/12 and starts explaining the cooking process to me as if I’m lying about the cake. I told her I’ve had many cookie cakes from great American cookie and cookie cakes are his favorite cake and this was not the same… She said I should’ve called the same day and asked if I still had the cake…. Almost two weeks later. I took a picture and threw the cake away. I don’t keep food for that long I don’t know if they do that in the store ? She said there was nothing that could be done as far as reimbursement or a replacement since I didn’t call right away. I asked how I was supposed to know I had to call right away and she said she doesn’t need to tell every customer because she makes sooo many cakes a day…. Completely unprofessional and ruined my boyfriends birthday.

The picture clearly shows a dark dense center of cookie. The outside looks finished, but it definitely wasn’t. This place does not uplift the great American cookie...

No longer a fan! I order many cakes from this location.. Ordered cake this morning added special instructions, my daughter went to pick up (we live 1.5 hours away) cake and design I requested not on cake.. Decorator claimed she called me and left a voicemail at 9:37 and I have no record of that at all. Of course she wasn’t there when my daughter picked up cake.. I called her and she said I could bring cake back for a refund but nothing else could be done.. I asked for part of cake to be refunded and nothing.. just said when I order again I will get a discount.. I won’t order again.. I requested proof she tried to call me on her end so we will see how that goes.. I also verified my phone number in my order email so that was...