Max's Cookie Company, Inc. — Restaurant in Visalia

OUR FIRST TIME AND OUR LAST I try and support local businesses as often as I can, and I know that the Covid-19 Pandemic has had a negative effect on our local businesses and their ability to keep their doors open. I also understand that customer service is paramount when you have your own business. I wish I could leave a positive review about Max’s Cooking Company, but instead I have come away having been treated rudely by the owner and shown my business and patronage didn’t matter.

Earlier in October, with my two sons’ birthdays approaching, we were picking up lunch at Masarus and saw Max’s Cookie Company. We bought some tasty cookies and saw they did cakes. Although we typically order our cakes from another Bakery in town, I decide that while we were already at Max’s I thought we would give them a try.

Luis took our order and provided excellent customer service. He guided me through the order process. I asked then if I could speak with the baker to ask a few questions, but was told he was unavailable. So Luis and I finalized and placed our order, paid, and we set 2:00 PM for our order to be ready for pick up on Saturday, 10/31. A few days later, Luis called to let me know the bakery would be “closing early on Halloween” and “would 12 Noon be a good time to pick up our order.” I said yes, and then was told our cake would be ready BY NOON and Not MUST BE PICKED UP BY NOON!

So Saturday the 31st, we were out running errands and finishing our last stop at the grocery store before heading to the bakery to pick up our birthday cake when Luis called at 11:57 AM and left a voicemail with a “Courtesy call “to remind us that “our order was ready for pickup and just a reminder that we close at 1:00 today.” We were finishing our party shopping in the grocery store when we received a call from Max, the owner, ten minutes later, after Luis’s initial courtesy call. Max informed me that they were closed, and unless I wished to pick up my cake on Monday (our party is Sunday), I needed to come now. I said my wife and I finishing in the grocery store and could be there within 10 minutes. Our order went from “available to pick up at Noon” to Luis’s call to come before 1 PM closing, to 10 minutes later a call from Max, “if you don’t come within 5 minutes you won’t have your cake.” Hating to keep anyone waiting, I tried to clarify that we were close and on our way in minutes, he kept speaking over me and asked me “If I was coming or what?” because he would “only leave the doors unlocked for another 5 minutes.”

We left the check-out line without our groceries so we could get to the bakery ASAP. When we arrived at the bakery within five minutes. I asked to speak with Max. I was told he was “unavailable”. I identified myself and my prepaid order. I asked about closing time, apologized that I was confused about the pick-up time based on what I was originally told, Luis’s recent voice mail 15 minutes earlier, and then the terse phone call from Max. Suddenly Max appeared and was “available.” I attempted to share the story above, and I was treated rudely and cut off. Max said that was not what I was told (although I have the voice mails still from Luis). When I raised my concerns and explained I felt like I was being treated rudely, Max deflected, denied, and dismissed my concerns. I was made to feel as if my business and my $40 for a custom cake was not worth his time.

Being pretentious and rude is not a great business model for good customer service from any employee, especially from the owner. I am not sure what this cake tastes like yet as the party is tomorrow. But at this point, my horrible experience has already ruined our party. If it wasn’t too late to get a replacement cake, I would have thrown this one in the trash on my way out. I will never return and do my best to share my experience with others so they can avoid rude service. Word of mouth is important in small towns like Visalia. Although you will have to weigh your options, I cannot recommend Max’s due to my horrible...

Does his cake and cookies taste good? No, absolutely not. Does this place provide good service? NO. Max judges you based on your appearance and the value you spend at his shop. It was in early Oct 2018, I went in his bakery to order a birthday cake for my girl who is turning 4 a week later. I was in first trimester of my pregnancy with my second and I ws taking medication for my nauseous just to get through the day. Max was busy, but he did come out from the kitchen to speak to me. I reminded Im one of his big client's sister in law again (I ordered cake from him in Oct 2017 for the first time since we moved back in September 2017, and I ordered a week before my daughter's 3rd birthday as well) He told me he is very busy with the wedding cake, and he is not going to out thousands of dollars worthy of wedding cake on the side but working on my $30 worthy of birthday cake. And also he said I need to repect his work even though I'm labalaba'z sisters in law. I show the picture of the cake I wanted for my girl over the phone, it was a face of Vampirena. And I told him I just want a yellow cake. Just need the cake lookes purple outside and put a little chocolate for eyes and mouth. He asked me "is this your daughter's first birthday?" I was confused but still answered "No". And then he continued "so you should always know which day is her birthday right?" I was like what does that even imply? So based on his judgment that neither I am a good mother to my child nor Im being a respectful customer to his profession. All I felt was horrible, but I was still smiling and kindly pleasing him to take my order. Yes. Max made the cake for me, but the cake was never taste the same and we have never ordered any thing from him. I thought this unpleasant memory would have gone away after a year, unfortunately, the power of words just too strong to...

The baked goods are yummy and some of the staff is great, but I can't help feeling blown off. I attempted to get a quote early this week for a small carrot cake to be completed for my father's birthday. On their site they say they will respond ASAP, so I waited 3 days but no reply. I go in to see if I can simply order it in person and everyone behaves in a standoffish manner. They say it's short notice (online they mentioned at least 10 days needed for ones that require special figurines, but nothing beyond that, I was giving 8 days notice at this point.) I start the order and I specify that we cannot have walnuts in the cake due to allergies. Apparently leaving walnuts out is not possible... why? I dont know... I never asked... it seemed strange to me that business is being turned away over allergies. All I wanted was a simple cake for my dad on his birthday, all I got was disdain and an unwillingness to work with me. I'm not entirely sure what caused the lack of cooperation, but I must've said something wrong! Anyways, I guess I'll just have to bake my dads cake myself, these people clearly dont want my business. I have to admit I am pretty disappointed. I had been raving to people for weeks about what amazing baked goods they had. I worked in a place that made cakes when I was a teen, I have to say... the mark of a good baker is willingness to work WITH the client. My wedding cake was baked to my exact specifications and I even had a gluten free option. Not sure what this guys deal is. Who knew? Walnut allergies are a...