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  • Paging Susan Brooks... First, I am actually surprised by the small number of reviews here since Cookies from Home has been in business since the 1980s. I expected hundreds of reviews. Susan was the original owner of the company but since she and her husband sold the place, it has gone down hill. Susan was big on customer service and was proud of her product. I think she would be shocked to see the state of the business here. I have been going to the store since they were on Mill Avenue. It has been my "go-to" place for times when I need a thank you gift for colleagues. But no more. I stopped by the place today and ordered 3 boxes of assorted cookies. I was surprised to see the size of the box in which the clerk started to pack the cookies. It was about half the size of the old boxes. I questioned the clerk--asking how a pound of cookies would fit in the box. I was told that they sell cookies by the count now instead of by the pound. These days Cookies From Home must think their cookies are jewel-like since the box they use to pack the cookies is about the size of a jewelry box. There are now 18 cookies per box for the price of $10. I couldn't believe it. I asked how fair that policy was since the only cookie I like is the cinnamon rolled. It is the thickness of about 2 quarters stacked on top of each other, but other cookies are about half an inch thick. I said it would be rip off if I only got the cinnamon rolled. In reality, this wasn't an issue since I wasn't ordering for myself. I wanted an assortment of cookies, including the cinnamon rolled. I was told that it didn't matter how many cinnamon rolled ended up in the box anyway since they ran out of cinnamon rolled in the morning. It was 12:30 and they still hadn't baked more cookies! Paging Susan Brooks... I was told it would take 30 minutes for the cookies to be available. Again, I couldn't believe it. Most cookies take about 12-15 minutes to bake. So I left and returned 45 minutes later only to be made to wait 10-15 minutes to get the 3 boxes of cookies. The clerk was helping another customer with an iced tea order--she stopped working on that order and began to fill my order--she then went back to the iced tea and finished that before finally completing my order. It took 10-15 minutes to get 3 small boxes of cookies with only 2 customers ahead of me. They didn't order cookies, just a simple refreshment each. So 18 cookies for $10 with inefficient customer service thrown in to boot? Sorry but in the future I will bake some cookies myself or I will find another bakery somewhere for my occasional "thank you" gifts. I won't be shopping at this place anymore. If, for some reason, someone reading this post is still in love with this rapidly declining place with high prices and inept service, then email me your mailing address and I will mail you my Cookies from Home frequent purchase card. It has 5 punches in it and you are welcomed to it. I won't need it anymore.
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