Mrs Fields Cookies

There was an employee that was half indian and half Portuguese (overheard her saying it to a customer) she was VERY FRIENDLY, there was another guy and he seemed nice as well. The cookies were delicious as always, but this location happened to be the friendliest. They should really reward the girl as she was friendly and I’m sure she was tired from school or something yet she kept a smile on her face throughout the whole time I was there. Thats what you call customer service!

I ordered a full sheet cookie cake for a school banquet. I was thinking this store was really on top of things. They were thorough in taking the order, I got a call this afternoon confirming my order and ensuring the writing they had on the form was correct… well my husband just went to pick it up and they got the message on the cake wrong! I really don’t understand how that can happen after I spoke to someone a few hours ago and he had it right! Needless to say I am VERY disappointed. They offered to give us a smaller cake with the additional message and when we asked if they had one ready they said yes. Turns out that wasn’t true either. We would have had to wait for it to bake/​cool/​be decorated. We are already pressed for time, so waiting around while all this happens is not really an option. Very disappointed and won’t be using them again and I definitely won’t recommend it to others!

Around $ 3 for 1 cookie, which tasted pretty average :(

Addicting because of the $ 5.00 for 20 small cookies. The peanut butter, chocolate chip, m&m, and macadamia cookies are so good! The best cookies ever tasted in Burbank!

$ 5 for 4 cookies was a bit pricey I thought (and that was on special) but it was well worth it! Super tasty cookies for sure

I had to order a cake for my coworker Luke’s birthday and he requested a cookie cake from Mrs. Fields. I wanted to make it cute yet masculine, and somehow basketball themed. I was speaking to Danny and I probably drove him crazy with the way I kept on changing my mind, but the staff was amazing and they were so helpful and so friendly. And then when I got the cake, my heart just burst because it was decorated so cute, it was exactly how I imagined after clarifying some details in Jenny the cake designer and then just trusting her to do what she thought was best! AND IT WAS DELICIOUS! Put all my coworkers in a cookie cake induced coma! hanks to Danny and Jenny for all the help!

I am not one to complain publicly after working myself in retail a ways back and understanding customer demand can often be unreasonable, but the customer service at this location has been so awful that I have promised myself, despite my love for the product, to never go there again. Okay, I’m waiting in line (and this has happened more than once) and there are two people behind the counter. The one in front is just chatting it up with the person in front of me, a long order, which in my opinion never really happened, and dare I say was more flirtatious than anything else — fine, I understand, it’s probably a minimum or close to minimum paying behind the counter job. But it’s the fact that the second person (and again this has happened more than once), whose doing some thing, and I’m sure it’s kind off important to his job, who must understand and is fully engaged in the conversation of the fellows in front as I am, does not lift a finger to get me my cookies when it’s obvious that there’s a prolonged engagement in front of me. Mrs. Fields, you don’t get it. Help the customer willing and able to give you their money to give you their money by asking you what they want in a reasonable amount of time. Or at least give me a, ‘I’ll be right there in a minute.’ Or something. Lazy owners, buying into a franchise, thinking that’s al there is. Not preaching the values of customer service. I love Mrs. Fields, but I will never, never, go get my favorite cookie at this particular location again.
In case you want to improve this: tell your employees, that when there is a customer waiting behind another customer and the customer in front looks to be taking a few minutes (I walked by 20 minute later and they were still there), that employee who is not behind the counter should call an audible and help the customer behind get their little cookie or two, even though they may have to prep a cookie or whatever it is they are doing. And the person in front, who, knowing there is a prolonged interaction underway, should acknowledge the waiting customers existence by telling him or her it might be a minute.
Lazy, Lazy, Lazy. My stance is so tremendous, my righteous indignation has been so inflamed that I pledge I will not allow myself to eat these delicious cookies, out of principle. The customer service in this particular location is among the worst (and I promise you I am not exaggerating) that I have ever seen.

the girl assisting me was AMAZING!
hispanic girl with piercings. she’s SUPER SWEET and gets things done on a timely manner. great quality of cookies and cookie cakes.
the only complaint i have is they should staff more people, because it tends to get too chaotic when it’s busy there.

4 stars just because Choco Chip cookies are my weakness. I can be hitting the gym hard all week but if you put a plate of Choco Chip cookies in front of me… they will be gone .ALL GONE. and none to share!
I was looking for Mrs. Fields at the Glendale Galleria but it is no longer there… so I was happy when I saw one at the Burbank mall.

With so many other cookie, cupcakeries, bakeries, etc. it has to be tough for a Mrs. Fields to compete.
However, I was always a fan of their snickerdoodles and milk chocolate chip cookies and cookie cakes. I often purchase their gift baskets online or while in the downtown LA location for corporate/​client gifts.
This Burbank location will NEVER get my business again. I called on a Saturday morning, albeit a day before my daughter’s birthday party, to add a little something to her already catered birthday event on Sunday. I wanted a chocolate chip cookie cake for her to blow out candles on. The young girl on the phone took down ALL of my information including credit card info, color of the icing, spelling on the cake, size, number of people it feeds, and even the total charge to my credit card. Now, I suppose it is my fault for not asking her for a confirmation number before hanging up as she assured me it was be ready for pick up the next day at set time. She even explained to me the different colors of icing, what floor they were on and where best to park for a quick pick up. So this conversation had to last at least 15 minutes and I figured all bases were covered. Right??? WRONG!
Fast forward to the next day. I send my sister to pick up the cake on her way to the party from Brentwood. Already running late for the party, she calls me in a panic and asks if I sent her to the correct location. WTF?! You see where this is heading… I assure her it’s the Burbank location, as I have their phone number and address. She says, there is no order for you. Pause, pause — fumes.Pause. «Hold on, I’ll call you back» she says.
Two minutes later she calls me back and says, the girls here (which she whispers, looked to be completely disorganized and still in high school) have your order written down on a loose piece of paper but no credit card number so they never processed it. Really? So where did my credit card info that the gal took yesterday go? GRRRRRRR!!! They call their «manager» and can’t figure out what to do. You would think they could offer her another cake quickly (nope 30 minutes at minimum) while she’s standing there or try to apologize or make amends by offering a dozen cookies to go, which we would have paid for. NO?! Nada! They stood around looking dumbfounded at what to do and just said, «it was never processed, we don’t have it». There goes my daughter’s birthday candle blowing event. And why wouldn’t they call me back and just ask me for the CC info again? It’s common business sense… Or lack thereof.
Really people? What kind of establishment are you running and who are you entrusting your business to? If this is a franchised location, I feel for the owners — or maybe they simply do not care? I was tempted to call and complain to the owners/​managers but didn’t want to waste anymore of MY time.
I have had quite the opposite experience at the Mrs. Fields location in Downtown LA (Wells Fargo building). One of the busiest locations, clean, runs like a ship, and professional. This location however — NEVER AGAIN!!!

Good for quick cookie cravings, but not the best cookies out there.
Last visit was very disappointing as this location was out of cookies on a Sunday afternoon. Who has time to wait 15 minutes when you want a quick in-​n-​out visit to a rundown mall?
Guess that’s what happens when you leave some high school kids to run the place. They’re incapable of multi-​tasking… I mean, how can you possibly bake cookies when you’re too busy goofing off? Management definitely needs a revamp.

Mrs. Fields has fine, gourmet cookies and they generally taste the same from store to store. So what gives this place 2 Stars is the service. Even if you’re on your break, there are more discrete ways to eat the product. The cookies I ate were fine though and it’s what I expect. This place never really has day old cookies, which I love getting because it’s cheaper, and that’s probably because they make enough for any given day.

Yum!

Ohhh… Mrs. Field. Baked goodness all around.
I know this place has gone down in quality a little bit, but I can’t help how I feel about this place. Whenever I’m in a mall, I just have to visit Mrs. Field. The scent of the goodies wafts all over the second floor.
Great chocolate chip cookies with walnuts, snickerdoodles, yummy brownies with walnuts. I hope you can drink milk, because you’ll need it!