Worst experience ever. Made a special trip to Brea mall, which is not my local mall by far. I was so excited to see a Mrs. Fields because all of the locations near me have closed shop. It was 5:30, 1 1/2 hrs before closing time, I walked up to the counter and no employee was any where to be found. After standing there for a minute or so, I yelled out "Hello? Can I get some help?" Moments later, a young employee by the name of Dayana comes out, looking like she doesn't want to be there. The case where the nibblers where kept we very sparse, a full tray of macadamia and 5 chocolate chip nibblers. I asked Dayana if they were going to bake more of the chocolate chip nibblers, to which she replied no. I wanted to purchase more than they had available. FYI the mall closes at 7, its 5:30, on a Sunday, which is called family day in retail talk, and is also the busiest day of the week in all malls. And chocolate chip cookies are THE most popular cookie. Ever. And a line of 5 people has formed bound me now. Dayana rudely tells me that she is not baking any cookies unless it's a large order. I ask what a large order is, she says 40 nibblers. So wait, you are that pressed over 40 cookies that you can sell out of in this one line of people that are waiting? So I ask Dayana to make them. I'll take the buy 40 nibblers, get 20. 40 cookies. Just so I can get the 15 I wanted. Because this incompetent employee is having a bad day and didn't feel like making any? I purchase the cookies a water and brownie and Dayana tells me it'll be a 10 minute wait for the cookies to bake. Sounds reasonable. But no. Instead of putting the cookies in right then, Dayana waits 15 minutes and 15 more customers later, then decides to put them in the oven. So at 5:30 I ordered and she told me 10 minutes, it's now 5:54 and I still haven't gotten my cookies, nor the water I paid for. Meanwhile another 15 customers have passed through, Dayana telling every customer that there are no chocolate chip cookies available, none left, they will not be making anymore. Your store has lost easily a couple hundred now. I am beyond frustrated at the lack of customer service by now, so I ask Dayana for a refund. There is now another young employee who is helping get the line down. Dayana turns and whispers something to the young man, dismisses what I said and continues to help her line. I tell her again that I would like a refund. She tells me that she can't give a refund because there is no manager on the premises. I ask her to call her manager and tell her I will wait for my refund. I'm not coming back another day. I live 50 miles away, plus I paid cash. She tells the other employee, Stoney to help me, and he calls the manager. The manager walks him through the refund over the phone and I get my money back. Worst experience ever. I wish I could give zero stars. I personally have been a retail manager for years, and this behavior for employees is never warranted. You lost easily a couple hundred to the ego of an employee who doesn't even have an override code. And has an attitude for no reason, blatantly lying to paying customers. At the end of the day it's. it about the cookies, it's the principle. I would never allow such a person to represent my company. I urge the company in the future to hire and fully train better employees! read more