Great American Cookies - Newalla

I brought my daughter to get a cookie yesterday after visiting the Blue Zoo. After paying for our cookies, a staff member asked us to wait for a moment and ran to the back. He returned with two stuffed animals and told my daughter to choose one as a gift. It was a sweet and unexpected gesture that made our day even more special. I didn't catch his name, but thank you for making our visit memorable.

If I could give more than 5 stars I would. Ebony provided the BEST customer service I have come across. She was patient and followed up to make sure I received my credit.

This restaurant has declined in quality since they began urging customers to give them an 18-20% tip just for purchasing a cookie. I have stopped buying their food, even though I used to buy many cookies and double doozies from them. In addition, their employees have a bad attitude. They appear to dislike their job and assisting customers, yet still expect a tip. The food service industry is not what it once was.

My family was going to the movies and grabbing a quick bite before. On the way to the food court we were going to check out the cookie cake by the slice for our dessert (a common thing for us), so we stopped at the counter and waited for 2-3 minutes for help, all the while 3 workers were working and ignoring us. Yes, they saw us, it was like they were annoyed we came up at all. There was only one slice of cookie cake left so when they finally acknowledged me I said, “will you be making another cookie cake anytime soon?” It was about 5:50pm.They all just looked at each other and shrugged their shoulders and were like I don’t know, and I said we’re eating first so it doesn’t need to be now, still nothing. Finally, I was like is there a big deal or something I’m just asking a question and one girl still said I don’t know, I was like this is ridiculous it’s a simple question; then the other girl (the one decorating the cake) popped off “you’re welcome” to me! Um, what?! Let me say this is NOT the first time we’ve had rude service here in the past year or so (it used to be better), but this location has gone way downhill with rude people. Sadly it’s the closest location to me and my family has been a BIG fan of the cookie cakes for years. But the way they treated us last night was absurd, you hate your job go find a new one! But considering the malls are dying out one would think this location would step their game up! My husband was so irate, I doubt we’ll be back. Congrats on losing several cakes a year for birthdays and random visits in between for cravings. I wouldn’t be surprised if this store is another empty space soon with their lack of efforts, or cares! Pathetic.

Employees working this store on 4/30/23 had an attitude and acted like we did something wrong or were putting them out. I felt so uncomfortable that if we hadn’t prepaid, I would have walked off. All I did was walk up and say I had a pick up order, that’s it. I understand people have days that don’t go so well, but to talk to customers in a bad tone for absolutely no reason is not a way to run your business. They also ran almost a hour behind our scheduled time with no heads up. They had my email and my phone number. We had to call our guests and move the time for our son’s birthday. It was embarrassing. These employees are the face of your company. Sadly, I won’t return to this location because of them.