Crumbl — Restaurant in Albuquerque

The entire crew was absolutely miserable. The air was thick with resentment to the point that every customer who came in with a smile left with a frown on their face or even left without ordering. I asked for 12 cookies in boxes of four. I was told I can only have boxes of 6... Okay. So I asked for twelve of the cookies, in boxes of six, equal number of cookies (four different types were presented). I was notified by the person taking my order (the manager) that one type wasn't available. Okay. No big deal. So I asked for a dozen cookies equal number of each (now three different cookies). When she put my order in, she quickly turned the pad to me and instead of repeating my order or letting me see what I ordered, the screen was at the tip area and I was asked to tip. I paid for what I thought had been entered correctly. When I got the two boxes of six, inside was three of each type of cookie and six banana bread (which is $.49 cents extra... not a huge deal but annoying). I told the person who brought the boxes that this wasn't what I ordered. Apparently, that was a huge deal to her because she had to get the manager. I told her what was wrong. She said, " You ordered a dozen." Yeah, a dozen cookies, not banana bread. No apology, just the accusation that I ordered wrong. I reiterated that I wanted the bread replaced with one of each flavor cookies. They took the boxes back and as they were walking away said you want strawberry right? I said yeah and the other types. She clearly didn't listen because she came back with six strawberry three chocolate chip and three snickerdoodle. These were to be gifts for four of my neighbors (one of each flavor), so having six strawberry defeated the purpose. I told the person that the order was still wrong but never mind. I was so angry by then that all I wanted to do was get out of that toxic store. She just turned her back to me and walked away. I left the store without even asking for a refund for the $1.50 overcharge because $1.50 wasn't worth my sanity. The manager very clearly did not care, and I would have had to fight with her in a crowded store for the money. This was an absolutely miserable experience and hope that whatever is causing that toxic environment is addressed for the sake of the employees and...

Placed an order at 7:40 AM to make sure we could try the new Oreo cheesecake cookie cause we know how popular they have been and so we placed it early and they had them in stock. So my mom goes to pick up the order and they said the Oreo cheesecake cookies wouldn’t be ready for another hour since they had to set… which ok we get it so they said they would PUT IT ASIDE W/ a note for the shift lead in the afternoon and that we can pick it up at 10… however we both work so they gave us another time at 330-4 to go pick up the cookie that they would set aside for us and also let the staff know and the shift lead (whose name is Shiloh) and she is an awful shift lead and manager might I add)…. So lo and behold when I got off and head over to get my Oreo cheesecake cookie (they were supposed to eat aside and the morning crew assured my mom they would and that we shouldn’t have any issues)… they didn’t have the cookie saved but still had the note and they laughed amongst each other, and advised me that it would be another 2 hours and I can come back later…. Then when I asked to speak with Shiloh THE SHIFT LEAD, she said they saw the note and didn’t really know what to do so they continue there day and sold out of the cookies and said I could come back for the cookie again in ANOTHER 2 hours. So I asked for a refund… safe to say I will NEVER go back to this location. They don’t honor their word and I am sad to say I will not be back here anytime soon. But I love Crumbl cookies and I will support the other location. Because I go almost every week to try the new items. So I hope they read this and learn from it and maybe 18 year old kids shouldn’t be a shift lead if they aren’t going to help the customers and be curious and understanding and ACTUALLY...

This was my second time purchasing the Olivia Rodrigo cookie, and it ended in disappointment. The shop was crowded, so I expected a wait, but the issue was with the service and the cookie itself. When my order was ready, the employee quickly closed the box before I even made it up to the counter not allowing me to check the cookie and the employee attempted to walk away from me. I called the employee back to allow me to review the cookie, the jam in the middle looked strange and sunken. Once I commented on this employee immediately and repeatedly offered to replace it before I could even respond back, but their repeated responses had me feeling overwhelmed, anxious, and almost as if I was being called out in front of the crowded store. So I left. Later, when my friend and I tried the cookie, we found it lacked filling in the middle. The first Olivia Rodrigo cookie I had was perfect. It was filled properly and had a good amount of jam, but this time I felt as I have wasted my money and guessing from the employees reaction they knew that I knew something was wrong.

This experience was the worst I’ve had at Crumbl and the first time I have felt I wasted my money here. I would rather the employees take their time to ensure the cookies are made properly, even when it's busy so that way the customer gets a good experience on enjoying their cookie rather than giving them a cookie that lacks in ingredients or display because the expectation of Crumble is that your going to get a properly prepared cookie every-time and that looks appealing but this time they did not achieve either of those expectations. I would not recommend this location to others due to...