Red Eye Cookie Co.

Category:	Cookie Shop
Address:	935 W Grace St, Richmond, VA 23220, USA
Phone:	+1 804-620-7280
Site:	redeyecookieco.com
Rating:	4.2
Working:	11AM–1AM 11AM–1AM 11AM–1AM 11AM–1AM 11AM–2AM 11AM–2AM 11AM–1AM

Location

Photos 72

Reviews 9

sarah hays

As much as I hate to say it because I love the cookies, this place just lost my business. Every single time I have attempted to use their website to place an order online using my phone, or even computer at times, it never goes smoothly. I called them tonight after trying to place the order online, asking to place a delivery order over the phone, and they refused to take it. They said they just dont have enough time to take an order over the phone, and said I am required to either use a computer or smart phone to place the order online. Although I repeatedly said that I have tried to do that, and the process is not working, they still pressed the issue and said, essentially, while they can take 100 orders over the Internet, they have to dedicate someone to the phone to take an order when someone calls, and it just isnt worth their time to complete one order vs 100 online. He said my option either is to find the app and try it on the phone again, or for him to place me on hold for up to 10 minutes to "free up an employee that he can dedicate to a phone call" to handle my order, but he was very reluctant even to give the second option. In addition, this man said "I am the owner, and I am about as far up the chain as you can get". As a local business owner myself, I am not quick to write negative reviews about other companies, as I know running a company itself can be a struggle, and it tends to only be the angry customers that take the time to write reviews, which are often skewed. So, I give quite a lot of benefit of the doubt in that area. However, I thought this was just bad business and some of the worst customer service I have ever experienced. Even a tasty cookie was not worth that. I will say they have tasty cookies, though.

vail shepherd

WORST SERVICE that I have EVER EXPERIENCED IN the CITY of RICHMOND. NO CONCEPT OF CUSTOMER SERVICE WHAT SO EVER. We waited 3 hours for cookies that never came. They cancelled our order for no reason at all yet, charged our card for $25.. AND DIDNT TELL US UNTIL 2AM @ CLOSING THAT THE DELIVERY WOULD NOT BE COMING! THIS IS NOT THE FIRST TIME THIS HAS HAPPENED.. we spoke with them on the phone 3 separate times.. the young lady was extremely rude.. then a young man called us back asking for our address to try to fix the issue and the cookies still never came. This place is run by college kids that honestly dont care or want additional business because they seem overwhelmed.. this poorly run establishment is INCREASINGLY disappointing customers all through out the city at this point and I hear HORROR STORIES of this same thing happening to many other friends and co-workers ON A REGULAR BASIS.. AT LEAST LAST TIME WHEN THEY MESSED UP THIS BADLY THEY OFFERED TO COMP OUR NEXT ORDER.. THIS TIME THE GIRL ALMOST REFUSED GIVING US THE MANAGERS NAME AND NOW WE HAVE TO GO TO THE STORE IN PERSON TOMORROW TO FIGHT FOR OUR MONEY BACK! WE WERE ESSENTIALLY ROBBED! 0 STARS. SOMEONE PLEASE FIX THIS PROBLEM!

Melvin Rainey Jr

I called because I was having issues with the website. The young lady i spoke with would not take my order over the phone. Once I got the Crap website to work, I couldnt pay cash. After trying 3 different cards I finally got one to work on the website, it had me down for pick up when I clearly stated I wanted delivery. When I called to correct problem I was told I would have to wait an extra 45 min and be charged extra. After waiting another 20 min..I received a call from a gentleman asking if I was OK with being charged $2.50 before they sent my cookies out. I explained to him that Ive already agreed to that and he told me to wait another 45 min. $25 for cold cookies and to be treated like ****. Teach these kids customer service and people skills if you want your company to be a value to the university and this city before people stop caring about your cookie service. I wish I could give this 0 stars but Ill settle with 1.

Said Haschemi

Great delivery range, but the cold, overcooked, flavor lacking cookies were not worth my money. I have no idea how this place is 4.5 stars. Honestly I feel pretty sick right now after eating a few. Im extremely disappointed, Im not sure if I got a bad batch or something but Ive tasted better cookies at cheap all you can eat buffets. Also, this wasnt a big deal but it just screamed "I dont care about the customer just buy our product": the cookies came in a straight pizza box, like it literally was a box with a huge pizza design with "pizza" written all over it. Matter of fact, the cookies were so stale and flavorless, you could slap on some cheese and tomato sauce and it wouldve tasted like a pizza. Needless to say I would never recommend to anyone.

Merry Wilson

Terrible experience. Got my order wrong. I called back and after 6 attempts to call finally spoke to someone who said they would send me the correct item. When the delivery got here, they sent me the same WRONG item with 3 extra of the wrong thing. I called again many times and no one answered even though they were still opened. Finally just called grub hub which gave me free grub hub money which was awesome but still, just the order right and actually pick up for your customers. First time can be understandable but second time wrong and then not picking up is ridiculous. I also left a voicemail that was never returned. Never ordering from here again

Nathan Hess

They were over an hour past the stated delivery time that was given by their website when the delivery guy called to ask for the cross streets to my apt and that he was 10 min away. (Its less than a 10 min walk to the place from my apt.) Having planned to go to bed bed at that time I told him to never mind and I want a refund. The manager called me on the phone and was a complete jerk about it. I want to support locals business but not when they behave terribly towards their customers. The cookie arent that great anyway. At $30 for a dozen delivered, dont bother.

Eli Johnson

Extremely disappointed with my first experience with Red Eye. I placed an online order and after waiting 1 1/2 hours to get my cookies, I called them and was told that they never printed my order out and it would take another hour for me to get my cookies. You would think that their company would make some kind of concessions when they were the ones who messed up. Unfortunately, that was not the case. I wont be wasting anymore of my time or money with them.

Courtney Howell

These cookies are fantastic. My brother was in town for the weekend and was looking for a late night dessert place so I took him here. He ended up wanting to come back the next night too. The red-eye cookie is delicious and unique, but my favorite would have to be the cookies & cream. So good.

Tasha Wilkins

The cookies and options are AWESOME!!!! The only downside is that you cant order no more than 3-5 of the same cookies otherwise they will have to bake you some. If youre in a hurry or parked "illegally" then you will be very pressed for time. Would be nice to be able to eat cookies there.