2 stars

stephaniem 11/10/2012

good cookies, poor customer service!

good cookies, poor customer service! email i sent to mgmt today 11/10/12 about my experience.

I just wanted to share the experience I had at your Roseville location yesterday. I came in with my children around 4:15 and ordered 4 cookies. I was serviced by a tall young blonde. She never greeted me. I had to ask for help. When my transaction was complete she left my cookies on the counter then walked away. She then came back to say "Thank you" as an after thought. I got into my car and cracked out the yummy cookies you're known for. I went to eat my oatmeal raisin walnut cookie and it was hard as a rock. I got back out with my kids and walked back in to tell the same young blonde who assisted me that I didn't feel my cookie was fresh and showed her how hard it was. She was completely rude, took it from me and as she was walking away to your back room she said "it feels soft in the center to me". I couldn't believe how rude she was! She challenged the complaint of a customer over a cookie?! What happened to the "customer is always right"? I swapped it out for another crackle cookie and left. I routinely purchased your cookies for clients as a "thank you for doing business with me" once my sales transactions close. I can honestly say that I won't be doing business with you guys after this experience. I highly recommend you give a lesson on manners to this employee of yours. She is a liability to your company as you've already lost one frequent customer and I'm confident that you'll lose more if she continues to practice this unacceptable behavior with more of your customers. I suggest you teach her this adage:

"A happy customer tells a friend; an unhappy customer tells the world” is an old business adage. A happy (or satisfied) customer often doesn’t say anything or tells just a few friends, but an unhappy (or dissatisifed) customer tells many more people to warn them.

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