I ordered two cookie cakes a year apart and was unsatisfied both times. Last year, the message on the cake was supposed to be "God's still working on this little miracle" (a dumb inside joke). What I got was "Gods still Working on this little Micle" in the sloppiest writing. The person showing me the cake rushed me to take it and go. Honestly, it made for a funny story and it was just for us anyway, so I took it and didn't complain (thinking it was a fluke).
This year, I ordered online on a friday for pickup the next monday at 5:15pm. When I arrived right at 5:15pm, I was told they had no order for me. The employees asked repeatedly if I had mistakenly placed the order for the Northport location and only stopped asking when I showed them the email receipt. One employee then openly voiced her anger at an employee who was not there for messing up this and other orders. She offered to make it on the spot, but could not make it sugar cookie, as I ordered, because one was not yet baked and ready. She did it quickly, which I appreciate, but the letters of the message were in all caps, squeezed together print. The message was "Better Luck Next Year", so it's not like I asked them to fit a paragraph on the cake.
I tried to contact the company for a refund or to just voice my issues. I was told this location is a franchise and that they would pass my message to the owner. It's been two weeks and I haven't heard back. I wanted to speak to the owner/manager and avoid leaving a bad review, but 2 weeks of silence is enough. I will be looking elsewhere for future birthdays and special occasions, despite going to this same location for over a decade.
TL;DR - Either the website or employees just don't fulfill online orders. You pay around $50 for something that should be $10 at best. Can't get manager or owner to hear you out. Shop elsewhere.
Cookies and ice cream all under one roof. Yes, please!! Clean and good choices of cookies and ice cream flavors. Employees are usually nice even when they are super busy. Their cookie cake and ice cream cake designs are cute, too.
I ordered online 3 days ahead asking if you will and can please add flowers and some bees 🐝. We were having a birthday party for 3 of our girls, the youngest being 1. We had our smallest a smash cake, bee theme and I hoped they would match a bit. I loved the cookie cake and the bees 3 were awesome!! Great job American Cookie company Tuscaloosa!
I absolutely love going here! Not only are the cookies the best in town, but the staff is very polite and promp. I’ve ordered several cookie cakes for special occasions and they were always done exactly to my liking and done at the time I requested. The manager is always so friendly as well and I noticed that she always jumps in and assist her staff when we are waiting in long lines which I love! My most recent order was last week and everything was great especially the art that was decorated on our cake. You all will always have a continued customer in me!
I recently ordered my teenager a birthday cookie and the words aren’t centered and they couldn’t draw a correct “poop” emoji! Seriously this should’ve been the easiest cookie to make. Also it looked overcooked in certain spots. Then the ladies were rude when we commented on how it was decorated!
I order over 4 cookie cakes a year and I’m definitely not using this location again. Very disappointed since I paid $40. I contacted the company and they only gave me a $5 coupon to “fix” the problem.
I ordered a pirate themed cake for my son and got the complete opposite. It was a roller skate cake instead. Tried to call and inform them of the mistake and they never answered. Worst $55 I ever spent. This review was sent through my cousin’s phone unfortunately.
I was in the mall yesterday around 3:30 with my wife. My wife wanted cookies, so we looked at the selection and made our choice. We waited a couple minutes and was told by the older lady they were closed. I was told by another customer, they were told 45 minutes prior cookies would be ready, and they were told again while I was there it would be another 45 minutes. I said ok and told one of the employees we wanted cookies already on display. The employee said no because if they served us, they would have to serve the other 15 people behind me. I thought serving customers cookies and making money was the whole point. I was shocked and confused on why one employee couldn't serve the cookies already made. I saw three employees behind the counter, one making cookies, one rolling dough with his elbow (which is gross) and one just standing there. They were rude and made all of us leave instead of serving the cookies on display. It's a shame because my wife wanted a lot of cookies to take home. We do not live in Alabama and wanted to bring cookies home. After seeing the elbow in the dough and refusal to sale cookies on display, we glady went to another place.
So tired of spending MY MONEY on hard cookies. I got a 4 pack of icing and 2 were soft and 2 were hard as a rock! Spent $13 on literally nothing! I won’t be back or either I’m about to start showing out and someone’s about to give me a refund STOP PUTTING HARD COOKIES OUT TO GET RID OF THEM! My child couldn’t even bite Into It so I tried couldn’t even bite It. They even had a white residue from were they have been hard for a bit!!!! And then they have the nerve to ask you for a tip for handing me hard cookies.
