Crumbl — Restaurant in Castle Rock

This review is not about the product they are selling, but about the experiences I've had with them from a delivery driver and potential customer's perspective.

As a customer, I really hate the modern, simplistic theme they are going for. When I want to indulge myself with some desserts, sometimes I go a little crazy buying more than I intended because I can't make up my mind with the selection in front of me.

Imagine walking into a candy store, a Krispy Kreme, or a Baskin Robbins and instead of getting sensory overload from all the yummy treats, all you see is a bare, white counter with a tablet screen as if you're in some posh store where the employee has to go to the back to get the limited edition frosted Oreo cookie that you're lucky enough to have the chance of buying.

And as much as I love cookies and desserts, the smell of buttercream and vanilla in this store is overbearing, to the point where I sorta wanted to puke.

But even if their cookies were the most amazing thing in the world, I'd rather not give them my business, either as a customer or as a delivery driver for one of their customers. The owner needs to provide better customer service training because the young people employed here are pretty clueless.

My first experience with them I found a little awkward, but nothing that was a big deal. Even with a completely empty store, oddly there was still a wait time and when the girl finally handed me the box, she felt that she needed to explain to me that the box needed to be kept flat and right side up. Duh!

My 2nd time going into this store was on a Friday night to pick up an order for their customer. Only one customer was in line placing an order so the store was not busy, but somehow they needed a crew of at least 9 people working. Even the 24/7 McDonald's night crew by The Outlets operates on less people and they get a ton more business!

Out of the 9 people working, not a single one of them acknowledged me. Not a single "Hello", or "We'll be with you in just a minute" or "You're order will be ready shortly". NOTHING. No acknowledgement whatsoever!

If I was invisible, at least that would have been a valid reason for them to ignore me but it was obvious some of them saw me standing there for 5 minutes yet no one chose to do or say anything.

Eventually a 2nd customer walks in and one of the guys helping the 1st customer greets them, which is the proper thing to do, but I can't help but wonder if there's some sort of animosity towards the delivery drivers.

Waiting for over 5 minutes wasn't the issue for me, it was the fact that 9 people working completely ignored me. I unassigned the order and from now on, they'll have one less driver that will deliver for them but more importantly, one less customer in Castle Rock. If I'm ever in the mood for desserts I'll just go down the street to Sugar Sisters...

Amazing cookies. Laurie the manager not so amazing. I placed an order for cookies on their app and it went through. I drove over to the store to pick it up to find they were closed due to the storms. I got a call this morning apologizing for the situation and asking when I could come pick up. They even offered a free cookie for my trouble. I arrived to pick up the cookies that I already paid for and the manager Laurie got involved and told me I placed the order for this morning so it was my error and therefore no free cookie. I was confused by this and tried to gain clarity. She then proceeded to apologize by saying “I’m sorry you feel like this is my error but it’s not”. She then continued to yell at me in front of her staff and other customers for several minutes. I had asked for a refund but in the end I promised my kids cookies so I paid for them and left. I opened my app to see if I in fact made the error and in the app it says Pickup and the date and time. I then went back in to show her and things really took off from there. She escalated to a whole new level and proceeded to yell and prove to me I was wrong by bringing it up on their system. She then threatened to call the police since I was harassing her.

In the end this could have all been easily avoided. I was super pleased with the customer service this morning then Laurie the manager got involved and things went bad from there. Such a bummer I really do love...

Castle Rock Location is TRASH I had an appointment in Castle Rock and decided to grab some cookies afterward from the 323 Metzler Dr. location in Castle Rock before heading back to Lone Tree. Once I arrived home, I noticed the rocky road had no marshmallow filling. When I contacted the store, they said it vaporized into the cookie, "excuse me come again". The cookie description does not convey a" rocky road cookie with an evaporated marshmallow filling. It states, " A rich dark chocolate cookie stuffed with a gooey marshmallow filling and covered in milk chocolate chips and almonds". I detest locations incapable of baking cookies correctly. RATHER THAN CORRECTING THEIR MISTAKE, THEY OPTED TO MAKE EXCUSES FOR RENDERING FALLACIOUS RESULTS. NEVER...NEVER..NEVER AGAIN will I purchase cookies from the Crumbl Cookie in CASTLE ROCK, CO, and their customer service is DEPLORABLE. Not all franchises aim to...