Kassi’s Cookies (Downtown Conway) — Restaurant in Conway

Very disappointed with the service I just received. I ordered a lemonade for my daughter but wasn’t sure how it would taste if we dilute it for her and the girl at the register said “if she doesn’t like it don’t worry about it” meaning to me if she doesn’t like it I can get a refund. Once her and I tried it we didn’t like it at all. After waiting for a long time for the lemonade to be made after I paid, and then waited for the girl to finish with the other customers (owner at this point was at the register and didn’t acknowledge me or even asked if I’ve been helped) I told her she didn’t like it and the girl just said okay. I asked her if we can please get a refund and she looked at me like I was crazy for suggesting that (after she told me she would). Then I asked okay what if I get something else of equal value and she said “I can give you a cookie and we can call it good” which then I asked “your cookies are $7!?” and she said no so I just asked for whatever cookie and left. I really was looking forward to trying this local business after years following them but I was definitely let down today.

Edit: Kassi, I appreciate you being professional in responding to my review as well as addressing the issue. I commend you for your customer service (it’s hard to come around a business with an owner who’s very responsive, takes accountability, and willing to resolve issues. I’d love to support your business again in the future (we loved the cookies...

Edit: They never refunded me like they claimed they would in the response to this review, so idk what they're yapping about tbh. I feel the need to express my frustration with this business. Today my husband spent $30 on 4 oatmeal creme pies. All but one of the pies had next to no filling when they used to come with an incredibly thick layer of filling. This was my favorite treat, and now I don't know if I want to spend my hard-earned money here to receive such a disappointment. I know they can do better because this is the first time I've seen them looking so pitiful. Next, I bought a birthday cake a few weeks ago, and I have to say that charging $15 for Reese's cups and chocolate drip is a little absurd, not to mention requesting a tip on top of that. Over $100 for a birthday cake. Yes, I spent it, and it didn't taste half bad, but it didn't blow us away. I truthfully do not believe that $15 was a fair additional charge, especially when the picture already has those ingredients included on the cake. All I have to say is I'm extremely disappointed. The coffee here has never been great; it usually just tastes like a cheap drip coffee with sugar despite the fact that they have an espresso machine, but today it tastes extra cheap after factoring in the pitiful creme pies and upcharge on the cake. The pricing does NOT accurately reflect the quality here. I would love to change this review, but this is how it has to be for now...

I don’t always leave reviews unless service is absolutely atrocious. This place used to be good before coming to Conway. Owner has become negligent with the quality of her work. Recently the owner asked for “good” google reviews on FB, and that is not deserved. She has hidden Facebook reviews and trying to hide the 1 stars here. My wife and I were just looking at the FB reviews 2 days ago, they were there. Fix this issue, don’t cover it up.

I have gotten a custom cake from this location. It looked great, but tasted dry without flavor. That was the last custom cake we bought there.

I’ve bought a political cookie cake from here during the last election term. I got such disgusted looks by the two employees when picking up my Trump cookie cake.

I’ve bought coffees here, ever since Conway they have all been watered down and taste so bitter.

I’ve bought cookies here, these are mediocre at best.

I have never ever had a friendly experience at the Conway location. If they aren’t rude, they surely aren’t being friendly enough to give comfort while ordering.

I really used to love this place. And I wish the owner would have played this out better. You need to take full responsibility for these horrible employees YOU hired. This business likely won’t last long...