Reviews for Great American Cookies in Newport News, VA

Had no idea what was available nor what my options were when I walked up. The staff were excellent in walking me through the... offerings and what design they could do. Cookie is soft and delicious, the icing is not the whipped kind(I don't like thewhipped kind) and is delicious as well! I asked for Sadness from Inside Out, without a picture for reference, to put on thecookie. I couldn't be more happier with the results! Thank you to the young women who helped us and made the experience awesome! Read more

Double doozie is a favorite for birthdays. Was so happy that I was able to call them and get way more options than what they... have online. All of them were perfect and delicious. The employees were so nice! Read more

Two star experience for the taste and having completed in time. However, highly disappointed in the lack of customer service in... regards to the requested custom order I placed. I inquired on the phone if they could make ?tiger paws? and was told ?oh yes?.However, when I picked it up, the young lady showed me the cookie cake only to find it without the simple design I requested. Ifthey could not fulfill this request, they should?ve had the courtesy to at least call and ask if I wanted something else. I paid$37 for a custom cake and didn?t get the ?custom? request. That?s unacceptable. Read more

FINAL REVIEW: Owner contacted me and made things right. She?s really nice, but had some staff issues she was working through.... Hopefully things are better now! UPDATE: Emailed corporate, per their reply to my review and got the following email: ?Wesincerely apologize for your dissatisfaction. Since branded locations are independently owned and operated, your concern isbeing sent directly to the franchise owner. Because you are important, you can expect a call or email from the franchise ownerwithin the next three to four business days.? ? It has been 11 days, or 7 business days, and I have not received anycommunication from the location owner. Checked their hours and drove nearly 30 minutes, only to find they were completelyclosed up and gone an hour before their posted closing time. I?ve had a bad experience with their employee being rude in thepast as well. Not worth the effort to go. Read more

This is probably the worst store and I?m sure bad for the franchise. My recent visit a lot of the cookies looked burnt. There... was a tray of cookies that they should have been embarrassed about showcasing. When I got home and tried my cookies they werenot good at all and I stop to Great American Cookies anytime I see one, but not this one ever again! I wished I could get mymoney back but I live an hour away smh! Read more

My stepson was cookie cakes it?s the only kind of cake the his eat for his birthday. We have never had any issues and I said... been traded great and our cakes on time Read more

Pre-ordered, supposed to pick up at 12. Got a call. They made the wrong size. Go at 1:30 to pick up only to find out the design... was wrong. Waited for the 3rd cookie to be made and she spells the name wrong and tries to cover it with a blob of icing??????????? Also made it too big for the box so she broke it trying to make it fit ??????????? Left at 3 TOTALLY DISAPPOINTED! Read more

Ordered a cookie cake to be picked up at 430 this evening. We showed up around 8 and the cake had not been decorated. The girl... working there said there weren't any details on what I wanted on the cake. But on my receipt it has all of the details. I endedup with something I did not order. I'm highly disappointed to pay $40 for blobs of vanilla icing!! Read more