Crumbl — Restaurant in Charleston

First time purchasing. I get my haircut next door to this location and I've stuck my head in their door countless times to see if peanut butter cookies were listed on their menu. This time they were listed peanut butter jelly, good enough I suppose. I didn't realize until I actually went to the order kiosk that there are more cookie choices than what's on the board I could see from the door.

Cookies were good. I was told there'd be a wait for the type cookie I ordered and I to wait a little longer than predicted. The cost is fair I guess. I would've thought the more you buy the cheaper they'd be but not really.

Lots of people standing around crowded waiting on their orders (which was usually the reason I wouldn't go inside honestly). I think a pick up time after ordering would make more sense and that may have been a possibility and I just wasn't paying attention. This particular store is located in a plaza so I just went to Aldi for a couple minutes, more room to move there while waiting. I can only imagine how annoying it gets for the employees when there's screaming kids in there waiting.

Overall, I'm not a big cookie fan in general, besides peanut butter, which I'm thrilled this company isn't scared to offer (Honey Baked Ham, has THE Best peanut butter cookies and wasn't offering them my last visit). But I didn't really need the peanut butter/jelly frosting on my peanut butter cookie honestly. So my impression of Crumbl, I can take it...

So I do like Crumbl Cookie and I had a very good experience the first couple of times I ordered from there. However there are flaws with the system. I had an order for Friday to be picked up at 5pm when I got there they were closed due to a water main break. I get that and I know that was out of their control but I called on Saturday to find out what I could do about getting refunded since I had ordered $40 worth of cookies and didn’t get any. Several customer service issues that I have is make the app a little more user friendly with corporate numbers. The woman on the phone was going to tell me to look on the app to get the number and hang up. I told her I was on the phone now and to give me the number from the app…. Funny she never could find the number and couldn’t find it on the app either … if the employees can’t find it how do u expect customers to find it. Another complaint was I was told what is an hour drive for cookies I do it every day to come to work …. For one that is your choice and I am a busy nurse who works everyday and can’t always make that short one hour drive to Charleston for cookies. As good as they are that was poor customer service. So let’s make customer service a little better and be more polite on the phone shall we maybe be a little...

Waited 31 minutes on a Saturday at 2pm so just beware as any new business, the traffic is high volume. Cookies are super pricey but are gourmet and created right there in the store and even verified that they look as advertised before leaving. Went back today Wednesday at around 530 and waited 25 minutes to get in the store and them be sold out of 3 cookies and didn't come out as a courtesy to notify customers who drove all that way specifically for that flavor. Also watched 3 separate employees drop items and pick it up off the ground and still use the item. One was a while bag of icing, one was a knife and one was an actual cookie. New experience 5/5/25- they advertised a teacher appreciation voting option and when coming in the store noone knew anything about it even though there were flyers on the counter. I was told after 3 employees stumbled tryin to find a way to tell me they didn't know, to come back tomorrow and someone MAY have more information for me. Like what?? It was advertised as 5/5/25 only so why would I come back...