Crumbl — Restaurant in Champaign

I pre-ordered online at about 2:50 PM. I got to the store at 3:10. The line was ridiculous. I asked the employee at the register. If my order was ready she asked for my name went to the other young lady making orders and she said no, it will be ready in a minute, they were trying to assist one woman when they had a lobby full of people they cleared out the lobby and we’re still assisting this woman. I got to the counter again asked about my order. It had never been made. They told me they didn’t pre-make orders from online until the person got in the store , even though the order was already prepaid and it told me online what time it would be ready so I asked for a refund printed receipt saying she had given a refund. I go to check my account this morning and they closed out their system last night and still charged me for the cookies I had never received and this was $30 worth of cookies I had not received and they still did not refund my money like they made it seem in my face , I believe they are putting these everywhere but they are more workload than they can handle and when it comes to customer service, they absolutely had none way. All of them were trying to make sure what seemed like a frustrated white woman who was snickering and giggling about them running around and not being able to focus on other peoples orders. It was just a horrible experience and you have to do better about dividing your time up and making sure all of your customers no matter their race are satisfied and that you’re doing your job properly it is too many incompetent workers in the...

I was excited for a Crumbl cookie to come to Champaign and see what the hype was about... but wow consider me disappointed. We pre-ordered cookies the day before at 4pm to be picked up today at 11. We get there and 2 of the cookies we preordered weren't avaibale. What is the point of pre-ordering cookies if you can't even guarantee the cookies are there when you come in? I understand it's a new store, but y'all are a global chain that has been backed by an insane amount of hype. To be having these issues is just silly.

Secondly, I have never tasted more bland cookies. The chocolate chip barely had any chocolate and the dough, that typically has that nice molasses flavor, tasted like flour and baking soda. The iced oatmeal was just as disappointing. We haven't tried the rest of our cookies, but I can definitely say it isn't worth the hype or the lines they've been accruing since opening. Was thinking about returning to try the s'mores and the peanut butter but think I'll save my money and go to Insomnia Cookie instead.

Nice try Crumbl, but your cookies are flavorless...

Lackluster customer service, workers more interested in talking to each other than greeting or helping staff. Girl with the green highlighted hair was the only person responding to customers, but appears to be new and has no clue how to answer them, or even reply back with what she's been told by one of the other 6 people there.

Also, only the single computer at the front is available to place orders, so major bottleneck. Since they opened, I have never seen the 2 order stations on the wall active.

Also, box was not opened to show me the cookies and I know why. Rather than being nicely displayed, they had to partially stack cookies to keep them from being crushed/ruined by the box flaps, which is what usually happens. While I appreciate the attempt to keep the cookies from being crushed, since they are relatively fresh, they'll now stick to each other. Either the boxes need to be bigger, or the cookies need to be more uniformly sized.

Didn't speak up as they showed themselves to be disinterested in customer questions and pretty sure nothing would have...