Cookie Society-Frisco — Restaurant in Frisco

No complaint about the cookies. They are amazing if they can ever be shipped and received on time. Beware! I have had a horrible experience twice trying ship these cookies. I am doubtful the third time will be the charm. The cookies were shipped on 06/28 from Frisco, TX to Little Rock, AR. It took 3 days for it to even leave from the FedEx Forth Worth, TX station. The cookies arrived in a beat up box on 07/01 which was 4 days later. (see picture of box). Although, on 06/30 the FedEx tracking info was telling me it was in Little Rock out for delivery. The customer service I received from the Cookie Society shipping manager was equally less than satisfactory. I contacted Cookie Society on 07/01 and was told they would relay my information to her and it would be 24 hours and she would call me back. On the following Tuesday, 7/6 I still had not heard from her. I called the Cookie Society location in Frisco, TX. The staff was very apologetic and they said they will contact her immediately and she would call me that day. I still did not receive a call. I called back on 7/7 and they were apologetic again, which at this point means nothing if you are continually giving horrible services. It amounts to empty words. The manager called me back finally and told me the cookies were reshipped that morning. Even that was odd to have never spoken to me regarding this matter. I could have wanted to cancel the order, want a refund, requested next day shipping etc. She never apologized for not having call me back since last Thursday. The Cookies she reshipped on 7/7 are showing up for delivery today in Little Rock, However, the package is till in Forth worth as I confirmed with a FedEx Supervisor today. So, I am looking at another 3 - 4 delivery of a reshipment of cookies. I originally purchased the first batch on 06/28/2021. I would imagine there is a two day delivery because the website says "freshness is best if enjoyed within 5 days." When you get them on the 4th day on a FedEx 2 day delivery in a beat up weathered box, those are cookies you cannot enjoy. Anyone who is looking to purchase these cookies which are delicious and not cheap when you tack on shipping, be very aware of what you might go through. You might not get what you are paying for and the level of response, consideration and professional from their shipping manager might be equally appalling as FedEx delivery times. I am now having to circle back through all over again with calling the store, who will have to call the shipping manager and I will have to wait for her to call me....

We love this place and have always had such a great experience stopping in and getting cookies for the family or a cake for a celebration. Unfortunately, this time things did not go as planned. We ordered a cookie cake to be picked up on the day of my twins birthday. It was supposed to be ready by 1PM. I walk in at 4:30ish on the way home from grabbing pizza and with the birthday party starting at 5PM. I walk in, give her my name and confusion starts. They couldn’t find the cake. There is quite a bit of standing around and asking for my name a few more times. The ladies finally look in the system and see our order and pickup time and realize it was never made. Uh oh… I call my wife and she’s upset. I’m frustrated. Fortunately I was there versus her. They say it will be two hours to make a new one which is obviously not an option given the starts in under 30 min at this point. My wife and I decide that instead of going somewhere else and being late we’d just get some cookies. The ladies behind the counter said they will reimburse the cake, which is expected and mention they will give us a couple dozen chocolate chip cookies. I told them we probably don’t need two dozen but some would be helpful as I’d like to order a dozen speciality cookies and that I’d be happy to pay for those. I ordered a dozen and grab my boxes thinking I also had a dozen or so chocolate chip cookies. I get home and we only have the dozen I ordered. We had quite a few more people than that and so I ended up having to make a charcuterie of cookies, which is fine, but we ran out given I left two full cookies to try and put a birthday candle in.

Anyway, a pretty frustrating experience. It hasn’t ever happened before and I’m sure it doesn’t happen often but you may want to call to ensure you cake is made once your pickup time passes. Learned our mistake.

Three stars because they tried to make it right but it still spoiled some of the fun of the party since we had to give people pieces of cookies. Hopefully next time...

The Cookie Society has The BEST SALTED CARAMEL COOKIES EVER !! I’m waiting to try their new Turtle cookies as well, I’m sure they are Out Of This World. Also their customer service is 5⭐️/ A-1 …. because when they found out my 16 year old son was Murdered they offered to send me a Dozen cookies ( waiting for them now my kids can’t wait to try all the other flavors ) and they also sent me a very kind email as well, I acted like a Complete idiot to the owners while I was grieving I let my emotions and anger for the killer of my son take over and was very rude and disrespectful to this company so I had to apologize and make amends with them, they did nothing wrong but I was angry and took it out on them, who had been nothing but nice to me. I had an Order mishap & I went on a rampage to them because I wasn’t happy with the solution they offered me and I Truly apologize for my actions your cookies are amazing and so is your staff and they ALWAYS HAVE BEEN it was Me that was out of order and I apologize to them and they excepted so I am A Happy Customer again because no body makes cookies as good as them Trust me they are Delicious and Big NO ONE compares to Cookie Society’s cookies I just wish I lived near them I’d be in the store every day 😊 but I am a monthly customer they are a Must have in this family ❤️ again …. to the owners, I’m sorry & thank you so very much for excepting my apology and letting me be a customer again 🌸...