The Cookie Plug

Went to the cookie plug to get some cookies as my daughter was here some time ago and said the cookies were decent. I read the reviews and decided to disregard them. Boy was I wrong. These cookies were horrible dry hard as hockey pucks we just left the store tried one and immediately went back to return them. The girl at the counter wouldn’t do anything about it and said she would not offer a refund that she didn’t care we told her it’s bad business to conduct business this way she then said that it’s not her business. As a business owner I would never conduct business this way. I spent $30.00 dollars for 7 cookies that were garbage. I left the cookies on the counter and frustratingly left the store. Management was contacted by the front counter person who didn’t know how to do a refund management then said no refunds according to the front counter person. There aren’t any signs posted anywhere that indicated no refunds or returns. Boycott this place at all cost if you don’t want to literally waste your money. Owner needs to reach out to me. William United States Navy Retired

These cookies are not it. I don’t even know if you can call them cookies, more like hockey pucks. We tried 4 different cookies they were all extremely hard but the worst part was how bad they tasted. I was really excited to try this place but the taste of every single cookie was BAD.

I was very disappointed to have received our cookies in a zip lock baggie. We ordered 4 cookies. 2 sugars, one chocolate chip, and a chocolate chip-walnut. The chocolate chip tasted like chemicals and was nasty. The chocolate chip walnut was so hard but the lesser of two evils. The sugar cookies were at least soft. When my son told me how much we paid, I was shocked. I was really expecting a gourmet cookie and a better presentation. Not worth the time or money. Threw them away.

The only reason they got 2 stars is because they had good flavors. Aside from that, the place smelled like cleaning chemicals and the cookies tasted like cleaning products terribly too, like, straight up Clorox. They also served us the cookies in a gallon-size Great Value ziplock bag—yikes. The people in front of us asked if there was military discount and she was very rude in her “No” response. All around, bad vibes. Corporate should take a look at this place.

Let me start by saying, that I understand the gravity of reviews like this on businesses and I very RARELY leave reviews (good or bad). However, today I visited both Clear Creek and Nolanville locations of cookie plug and I was sorely disappointed. I originally placed my order through the app around 3pm and scheduled the pick up for 4:15pm at the clear creek location. When I arrived to Cookie Plug at 4:30, the store was empty and the employee immediately let me know that 4 of the flavors that I selected were not available. Neither were the "poppers". The employee (had difficulties assembling the boxes and seemed incredibly new) was unable to provide any information in regards to how to refund the poppers that I did not receive. She was also just incredibly unhelpful and off-putting. I have reached out via the app, but it directs you to a form to then wait for an email, My friend and I wanted to try a specific flavor that the Clear creek location was out of and attempted to call the nolanville location to preemptively find out if it was worth the drive. The listed phone number does not even connect and upon our arrival, the employee in nolanville (who was incredibly kind and it was night and day different than the incompetent and frustrating employee in Killeen) stated that she doesn't even know where the phone is and they never have to answer it. My frustrations with the customer service aside, both locations seemed to be out of the most popular cookie flavor and both employees noted that they were completely out of cookie dough for the sugar cookies and didn't know when they'd come in. The Nolanville location had no boxes and my friend and I ended up taking cookies home in ziplock bags. The interior of both shops left a lot to be desired as well, while clean they were not stocked and dark. I see what they were trying to go for but it fell flat against the STARK red flags. Both locations only had a single employee working at the time, were seemingly sold out of most drinks/frozen cookie dough so it was sparse, and both locations individually were missing basic stock inventory (like boxes) that the company itself should be monitoring. per the website, it seems like cookie plug is expanding pretty rapidly, which could contribute to the lack of quality. Now, the cookies themselves were fine, which is the nicest thing I can say. The cookie plug website encourages people to preheat the oven to 350 and toss the cookies in for 4-6 minutes. While heating up the cookies was the only way to salvage them in terms of texture, I would prefer a company who sells a product I don't have to essentially recook to enjoy the texture. The flavors were fine and I'm sure they're someone else's cup of tea, but they're not mine. They're the low man on the totem pole when it comes to local cookie shops. Due to the STUNNINGLY poor customer service (clear creek) and the apparence of a lack of care by the company in general, I'll take my business elsewhere

Pretty good cookies i usually got either choc chip or snickerdoodle so you can’t mess those up. Gooey in center and pretty good

Cookies are huge and chewy. I keep coming back just for the Bam-Bam. One of the best cookies I have ever tasted.

Horrible! All the cookies were bad. They are the size of hockey pucks! They were burnt deflated and hard as a rock. GO TO CRUMBL IN HEIGHTS PLAZA!!

Not good at all. Never going back.

Customer service today was wonderful . The cookies weren’t great though . Cold and hard. They aren’t fresh and come off of a rack so you’ll never know if they are 1 day old or 2 weeks old. It doesn’t smell like cookies are baking so I’d assume they are old. What ever you do .. don’t try the purple one. It takes like pure dye!!! Idk what the taste was that they were going for but it was disgusting. Despite the bad… the building was nicely painted and looked clean .