"Every time I visit, the staff looks tired and takes forever to serve me my six pre-packaged cookies. They never greet me upon entering; instead, it feels like I'm the one with the job, asking them about their day or if there are any specials or new flavors. They usually just say no and ask if I know what I want! As a result, I end up getting the same cookies over and over. With better customer service, I could be easily upsold on new items. I already love the taste and quality of the cookies, which is why I keep coming back. If the employees were friendlier and suggested complementary items, like a scoop of ice cream that pairs well with the cookies, I would be more inclined to try something new.
Now, let’s talk about the business side of things. I was thrilled when I found out there was a downtown cookie shop open until 3 AM that also offered delivery—sounds incredible, right? Unfortunately, it turned out to be false advertising. You can’t assume that customers will have easy access to your store, especially if you're promoting late-night hours. I arrived at 2:15 AM only to find them closed! When I inquired about the incorrect hours advertised, I was told that it was outdated information from when they first opened. If that’s the case, they should definitely update their marketing materials.
They need to hire more energetic and passionate staff, as longer hours could cater to those out enjoying the nightlife who want something other than fast food. One more issue: It seems they don't accept cash, which can be quite inconvenient. I get that cash may not be popular in a few years, but for now, it would be nice to have that option.
Another point that makes me hesitant to return is their delivery service. They claim to offer delivery, but what they really mean is that they have people delivering only in very close proximity to the store, likely on bikes. If you’re not within a five-minute radius, you won’t get your cookies delivered. While I understand that services like Uber Eats and DoorDash exist, the whole experience can be frustrating.
The other day, I ordered cookies through DoorDash, and while they take your money right away, I waited almost two hours without receiving my order. The $25 I spent for just six cookies seemed reasonable at the time, but after such a long wait, I decided to call the cookie shop. Of course, I ended up reaching a customer service center rather than the actual store. After giving them all my order details, the representative informed me that they don’t actually deliver to my area. I was frustrated; there were no updates or courtesy calls about my order. I assumed the driver was just busy, but it turns out there wasn’t even a driver assigned to my order!
At that point, I just wanted my money back. I had been waiting for hours. When I tried to cancel my order, I was told I couldn’t because it was made through their store. However, I wanted to clarify that it was made through DoorDash! After a lengthy argument about where the order was placed, I hung up and ended up calling both DoorDash and my bank to sort out the refund. Overall, it was a disappointing experience."
