We had a great experience so the reviews are puzzling to me. We have gotten a cookie several times walking by but I realized last minute I needed something for my son's preschool class for his birthday. I called and Brittany was so helpful on the phone and saved the day. I arrived 15 minutes later and she was busy waiting on customers but had gotten everything out and ready to decorate and we had a personalized cookie cake in a few minutes. She was super kind to my shy preschooler too and he had a lot of fun choosing colors for decorating!