Mrs Fields Cookies

What a cute place. The staff were friendly despite the reviews I’ve read here. The cookies and ice cream were a nice treat on our vacation.

As a former employee, I’m pretty disappointed to see how bad this place has gotten. There were almost no cookies or brownies to chose from and the staff was extremely rude when asked if they would be making more. Seeing that it’s Saturday night and there is a concert tonight you would think they would be prepared to be busy. It’s kinda hard to make money when you have nothing to sell. UPDATE: we are still sitting here and the guy working here is collecting tips (and pocketing them) for letting people use the restrooms! Management seriously needs to get down here and do their jobs!

This review has nothing to do with the establishment itself, because there was no issue whatsoever regarding that. This review has to do with the staff on hand at this specific store location. I realize this review is a bit late from when the incident happened, but I figured better late than never.
My father and I went into the store on Father’s Day to get some brownies. They had a deal which was buy 2 brownies, and get 1 free. After having paid for it with his credit card, my father noticed that he had been charged for 3 brownies. So of course, in an extremely polite manner, he questioned it. The girl helping us (couldn’t have been older than 18) seemed very confused. I literally had to point out the «Buy 2, get 1 Free» sign to her for her to even comprehend the mistake. Still confused, she went back to get who I thought was going to be her manager, but was another teenager who was just as confused. This individual, a shaggy haired young man, had an attitude and couldn’t understand why we were wanting a refund, since we got 3 brownies. Again, I had to point to the sign to explain to him. Neither him nor the young woman seemed to understand what was going on, and what was even worse was that this young man was having such an attitude, even though he was in the wrong. He kept throwing accusations our way that were completely irrelevant to the situation. Alas, another young man emerged from the back and understood the mistake at hand. He refunded us his money and apologized for the other two, with the shaggy haired young man still «throwing a fit» about the whole situation. This shaggy haired man didn’t even stop his attitude when I offered to speak to the owner personally regarding why we were asking for a refund and how him and his 2 co-​workers would not be getting in trouble for refunding us what was rightfully ours. Honestly, this situation wouldn’t have gotten out of hand if it weren’t for this shaggy haired kid. The other two were very polite and apologetic.
It’s unfortunate that this incident occurred, because Mrs. Fields is one of our favorite brownie places, and I feel this situation has put a sour taste in our mouth (at least with this specific location). Having been working in the service industry for 6 years myself, it alarms me to see children acting in such an atrocious manner towards customers, especially when the customer is in fact the one who is correct. I would understand if we were trying to trick them into giving us something for free, but we were merely questioning something that we were in the right about. If this is the future of customer service, then it is downright sad.
The only reason I’m even giving this place 2 stars instead of 1 star is because of the third young man who came out to alleviate the situation. If it wasn’t for him, I would have given only 1 star.
The likelihood of me going back to this location is slim to none. My suggestion is to either train staff to deal with situations such as this, or to hire older, more mature individuals. I don’t like to associate a negative connotation with young adults, but this is a true example of why young adults get the flack they do.

I love it. Clean, quiet, and smells like grandma’s kitchen with the baked goods. I will be back.