Crumbl — Restaurant in Charlotte

I keep hoping things will get better but nothing changes. The mini French toast cookie was hard as a brick, I couldn't bite through it. There is no way they should be selling these. I asked for complimentary large one instead because I was told ALL of the minis are hard and even the manager is aware but they are still selling them. I told them I literally ordered 6 minis to taste so I'd know which 4 I'd like to order in my large pack. Now I have to blind order the French toast because you all sold me a hard one? I asked if the big one is hard too the girl said no. OK I ordered and paid for the big one. It's hard too. To top it off there are 3 teens working. One is really rude. She had such an attitude with me as if I did something to her. I'm the customer paying you for a product. I'm doing my part. You failed on your end. The way to handle that is to apologize and move on but don't add insult to injury by being rude to paying customers. These kids need a manager on duty. The one with long hair and the guy was okay but the one with the short ponytail on top of her head with the black jacket and black glasses was so rude rolling her eyes at me, never said sorry or offered a replacementcookie nothing and she didn'tsay thank you when I left. Just mean looks and eye rolls just attitude. Feel free to check out my TikTok to see how hard the cookie was. I hit it several times on the counter and it sounded like glass, terrible and the large one was no better.

Update:

Cookie dough raw in the center Sugar raw one bite, trash Vanilla Cookie tastes good but...

4 women working. Acted like they were all frustrated beyond reason that there was a line and in doing so, could care less how fast or professionally they acted. Almost to the point of rude, and when they used to give great customer service by showing us the cookies, they didn’t and I wish I had looked. Two of my cookies were the wrong ones and I knew I had ordered correctly because she had repeated it back to me. Just a disappointing experience all around, especially for how expensive they are AND with a TIP! Why did I do that for being treated this way?

And this seems to be the common theme! Soooooooooo instead of sending the standard “apologize” message and to contact them regarding the experience so they can shove a coupon down our throats…. Why don’t they fix the situation and put a manager in there on the regular that can whip this location into shape? You cannot tell me that it’s not cost effective. You’re charging exorbitant prices, and to keep your customers coming back to spend such prices, you need to spend money...

I’ve ordered from CRUMBL-Steele Creek a lot and the customer service and cookies are getting worse every week. CRUMBL cookies are too expensive for them not to look as advertised. It’s rare if my cookies get decorated correctly with the proper ingredients. This location is always dirty and looks like it hasn’t been cleaned in months. The workers never greet the customers, honestly I don’t think they even look at the customer, and they definitely never speak to you either. All the workers are young teenagers who are on their phones constantly and/or having conversations with each other while the customer gets ignored. It’s also hard to get their attention with the rap music SO LOUD! I’m really disappointed with this location. I’ve actually started traveling 3 extra miles to the CRUMBL-Tega Cay location in Fort Mill, SC…I can’t believe the owner is allowing all...