Chip Cookies — Restaurant in Provo

Hey Chip social marketing team! Today, i commented on a photo you posted and tagged my friend, reminding her of an unpleasant memory we had during our first (and last) visit to Chip. I guess you guys didn’t like it, because it was deleted. It was nothing scathing or explicit so I don’t know why you felt so insecure to do so.

My friend and I came into Chip right before closing. We were having a girls night and decided that instead of calling it a night, we’d go try this new cookie shop everyone was raving about. We go in our sweatpants and buns and excitedly walk into the store. Your cashier asks us what we want. This being our first time, and there was no menu to be found anywhere, my friend responded in a confused tone that she didn’t know and asked what they offered. The cashier (man in late 40s) immediately asked us if we were high. And said that he had the right to refuse service. I was appalled. I told the cashier that we were in fact not, but didn’t understand the prices, how many came in a box -anything, due to a lack of advertising.

If there’s anything I hate more than being assumed as high because I’m not dressed to the nines at 1AM, its no transparency in a company and the censorship of its consumers in effort to appear as if they only receive excellent reviews.

I’ve told this story to everyone I know and immediately, their perspective of your company has changed. I’m sure my new story of how you felt the need to delete my comment on Instagram will strike another cord with...

I had never been to Chip, and my date couldn't wait to take me. We drove from Spanish Fork into Provo just for those cookies, found parking, and waited in line. The cashier told us it would be 20 minutes. We asked if we could leave and come back, and she said it wouldn't be a problem. We ran to the creamery for ice-cream to eat with our cookies, and returned 21 minutes later. When we showed the same cashier our receipt, she said that they had given our cookies away and we would have to wait another 20 minutes for cookies. Not the next batch of cookies that came out of the oven, not the batch of cookies on the cooling trays, not any one of the boxes of cookies ready to go out, but 20 minutes as if we had never paid for and already waited 20 minutes for cookies. This is apparently standard procedure - which was not explained to us when we asked if we could leave and come back, nor was it printed on the receipt. The cashier never apologized. The manager held firm to his invisible policy. We didn't have 20 more minutes to wait, so he refunded our money but did nothing else to try to make things right. The entire experience left a bitter taste in our mouth, and left Chip without two customers - who love chocolate chip cookies and were excited to love and support a local business. It is the worst customer service I have...

I love Chip cookies however my last experience was not great - I tried calling in my order on 10/17 for 16 cookies that needed to be delivered and was told that they were unable to process my request and that I needed to submit my order online or on the app. Not going to lie, I was a little frustrated that they could not take my order over the phone.

Today (10/18) was our scheduled delivery - when the cookies arrived at 12:30pm it was discovered that we were given the wrong order (only 4 of 16 cookies). We called Chip to see what we could do to get our cookies delivered and they told us that we would have the correct order delivered "within an hour" (1:30pm) - 1:45pm rolled around and our cookies had not yet arrived so we called and asked where they were and we were told that they could not get a new delivery out to us until 4pm. After a few minutes of back and forth, and being told by the cashier that she "wasn't sure what to do", we offered to come pick up our order - upon pick up we asked for a receipt and the Cashier told us that she was unable to get us a copy because she "did not know how to do that" - there was one other employee in the building that just stood by and did not offer any help.

Please train your employees so they know how to handle these situations...