Max's Cookie Company, Inc.

***OUR FIRST TIME AND OUR LAST***nI try and support local businesses as often as I can, and I know that the Covid-19 Pandemic has had a negative effect on our local businesses and their ability to keep their doors open. I also understand that customer service is paramount when you have your own business. I wish I could leave a positive review about Max’s Cooking Company, but instead I have come away having been treated rudely by the owner and shown my business and patronage didn’t matter.nnEarlier in October, with my two sons’ birthdays approaching, we were picking up lunch at Masarus and saw Max’s Cookie Company. We bought some tasty cookies and saw they did cakes. Although we typically order our cakes from another Bakery in town, I decide that while we were already at Max’s I thought we would give them a try.nnLuis took our order and provided excellent customer service. He guided me through the order process. I asked then if I could speak with the baker to ask a few questions, but was told he was unavailable. So Luis and I finalized and placed our order, paid, and we set 2:00 PM for our order to be ready for pick up on Saturday, 10/31. A few days later, Luis called to let me know the bakery would be “closing early on Halloween” and “would 12 Noon be a good time to pick up our order.” I said yes, and then was told our cake would be ready BY NOON and Not MUST BE PICKED UP BY NOON!nnSo Saturday the 31st, we were out running errands and finishing our last stop at the grocery store before heading to the bakery to pick up our birthday cake when Luis called at 11:57 AM and left a voicemail with a “Courtesy call “to remind us that “our order was ready for pickup and just a reminder that we close at 1:00 today.” We were finishing our party shopping in the grocery store when we received a call from Max, the owner, ten minutes later, after Luis’s initial courtesy call. Max informed me that they were closed, and unless I wished to pick up my cake on Monday (our party is Sunday), I needed to come now. I said my wife and I finishing in the grocery store and could be there within 10 minutes. Our order went from “available to pick up at Noon” to Luis’s call to come before 1 PM closing, to 10 minutes later a call from Max, “if you don’t come within 5 minutes you won’t have your cake.” Hating to keep anyone waiting, I tried to clarify that we were close and on our way in minutes, he kept speaking over me and asked me “If I was coming or what?” because he would “only leave the doors unlocked for another 5 minutes.”nnWe left the check-out line without our groceries so we could get to the bakery ASAP. When we arrived at the bakery within five minutes. I asked to speak with Max. I was told he was “unavailable”. I identified myself and my prepaid order. I asked about closing time, apologized that I was confused about the pick-up time based on what I was originally told, Luis’s recent voice mail 15 minutes earlier, and then the terse phone call from Max. Suddenly Max appeared and was “available.” I attempted to share the story above, and I was treated rudely and cut off. Max said that was not what I was told (although I have the voice mails still from Luis). When I raised my concerns and explained I felt like I was being treated rudely, Max deflected, denied, and dismissed my concerns. I was made to feel as if my business and my $40 for a custom cake was not worth his time.nnBeing pretentious and rude is not a great business model for good customer service from any employee, especially from the owner. I am not sure what this cake tastes like yet as the party is tomorrow. But at this point, my horrible experience has already ruined our party. If it wasn’t too late to get a replacement cake, I would have thrown this one in the trash on my way out. I will never return and do my best to share my experience with others so they can avoid rude service. Word of mouth is important in small towns like Visalia. Although you will have to weigh your options, I cannot recommend Max’s due to my horrible experience today.

My go-to bakery for a special occasion cake and sweet pastries. The best I’ve found so far in Visalia.

Best place to order pastries, cakes etc. He makes all his delights from scratch! Only bakery I go to!

Absolutely amazing! Pretty sure I can call myself a dessert expert with my sweet tooth and the cookies and treats at Max’s are delicious. Great customer service to top it off.

I enjoy Max’s bakery! Always a variety of tasty cookies and pastries made from scratch! I finally got the chance to taste his white cake with raspberry filling, super delicious! Always my go to place for something sweet! Thank you Max and employees!