Great American Cookies — Restaurant in South Lake Tahoe

I have enjoyed many outstanding experiences at Nestle Toll House including the one in South Lake Tahoe for 3 straight years. Unfortunately, the experience I had today Wednesday, October 14th 2015 may very well keep me from ever going back. We stopped in the South Lake Tahoe facility at 4:00 PM and asked what time they closed. The employee stated he would be open until 9:00 PM. We told him we would be back after dinner- sometime between 8:15 - and 8:45. He said he would be open. When we stopped by at 8:40 PM the doors were locked, all the cases that held the food were completely empty. It was clear he started to close this place at least 30 minutes earlier which means he closed the place shortly after 8:00. When I questioned him why he was closed, he stated the store closes at 8:30. This is contradictory from what he stated earlier in the day and what the website says. This individual is a poor representation for Nestles Toll House and in my opinion this employee should not be allowed to represent this excellent organization moving forward. He should be fired especially for the attitude he showed us this evening. I am in South Lake Tahoe a couple times a month and if this individual is employed there when I return again, I will never set foot inside any Nestle Toll House facility again. I am assuming this is not the type of individual you entrust your...

We ordered about 8 cookies . The cookies were very good. Unfortunately one of the cookies was undercooked. The snickerdoodle was raw in the middle. I addressed my concerns with the 3 young adults working there at the time. One responded with ,” that’s how we cook them. People here like it that way.” I then said I’m sorry but I don’t like raw cookies can I just exchange it for another snickerdoodle that’s cooked a little more. Again, I was met with,” well I can just give you your money back if it’s that big of a problem.” I reassured them that I was just looking for an exchange because the one cookie was too raw for me . Customer service here needs some help. The cookies were fine but being met with aggressive reactions over an undercooked cookie is...

Horrible customer service. Went in at 8:45 on a Saturday night while it was snowing. They close at 10. They had the chairs and tables blocked off so nobody could sit and the employees were super unprofessional and rude too. “Are those butterscotch chips or peanut butter?” A blank stare and “I don’t know.” Was her response. “Do you have milk?” Because I was purchasing a cookie. “I don’t know.” Umm okay. The only area to stand and eat was full of an employee and her friends ignoring customers and blocking the walkway to THE FRIDGE OF MILK. I own a shop myself and would be LIVID if my employees were treating people like that. Clearly, this place does not rely on return customers, we...