Hot Oven Cookies — Restaurant in Springfield

EDIT: they did get back to me and give me the full refund.

I had the absolute worst experience with the Springfield location that it honestly cancels out how good the cookies are. I pre-ordered in the requested 24 hour timeframe on the website and my order was confirmed. The owner reached out to me and let me know the cookie cart was open at 1 on the day I wanted to pick the cookies up. Okay, no problem. I get to the cart around 1:30 and no one is there. I call and they let me know they’re running late. Again, no problem, it happens. However, about an hour later I’m still waiting. A woman has gotten to the cart and has it set up, but is literally shooing customers including myself away from the cart saying she’s “not ready yet”. I wait until she waves me over and pick up my pre-order along with some extra cookies as I am bringing them to a meeting and we had some extra attendees (I’m already late to this meeting at this point). She lets me know there were no vegan cookies so I need to pick different ones. Okay, weird that no one let me know ahead of time because we have a team member with dietary restrictions that now can have nothing. I’m very nice to the lady and the lady working is nice also! She gives me some cookies on the house since I was waiting for so long. Great! All seems fine! However, I open the box and there are literally 0 of the cookies I requested in the pre-order. It’s a random mashup of cookies and hard to tell what’s what. I reach out and very politely ask for a refund for the preorder and am refunded $10 out of 20. I request the full amount due to now missing my meeting, having a team member with no option due to dietary restrictions, waiting for over an hour, and not getting what I asked for. The owner has now ghosted me. This is insane behavior from this small business and I truly hope it was...

I’m truly disappointed with the service, the cookies are amazing and it’s a shame the service doesn’t match. I’ve ordered cookies for delivery for a specific day and I did not receive the order. Contacting the owner is a waste of time because she does not reply to any concerns! I placed an order for cookies to come on a Friday and I did not get them until Sunday, She claimed her system was down And that’s why I wasn’t able to get the cookies when I asked. Your system was down, but the same system took my money? I gave her the benefit of the doubt and decided to order cookies from her again and the same thing happened! I ordered cookies Monday night for Tuesday (12-7pm) Because that’s her delivery window, No cookies came Tuesday and no cookies came Wednesday. It’s about to be Thursday and I still haven’t received my order. I recommend not ordering from this lady because you’re not gonna get your cookies on the days you ask for!! Why ask people what days they want the cookies if you’re going to pick what days you’re going to deliver, it’s unacceptable and very annoying, i’d rather my...

I’m not a major cookie fan but went out of my way to support this business after reading the owner’s story. I would take the cookies to various events I attended, but there was always drama attached to the experience. Often the store wouldn’t be open during posted hours or would be out of advertised cookies. And there was always an excuse or dramatic story. The last time I went, the women in line ahead of me was listening to some excuse about an accident or something as they were out of some of the types of cookies they claimed to have that day. The woman finally told the woman behind the counter that she was tired of all the excuses as this happened all the time, and she was not coming back. I had to concur based on the dismal selection and never went back. It was absolutely no shock when all their stores closed, again with a lot of drama surrounding the closures. It takes more than a decent product to run a successful business. It will be interesting to see if they can get it together...