Crumbl — Restaurant in Charlotte

Ordered a dozen cookies and milk for a birthday. The cookies arrived wrong and no milk. The cookies and cream cookie was hard and you could bang it on the table. (Wonder if that was yesterday's cookie). Called this location to tell them my order was all wrong and no milk arrived. The employees were kind but unable to do anything about the situation. They advised me that the manager of this location requires you to take photos and email her the issues due to people lying about incorrect orders.(This makes sense). I asked if the manager was there, they said no. I asked what time would she be in, they said they didn't know, but I would hear something by tomorrow for sure. I advised them that this is a now issue not a tomorrow issue. These are expensive and wrong. Birthday today, not tomorrow. I asked if they could call the manager. They did. I waited about 10 mins. No call back. I called back and asked if they spoke to the manager, the employee said she said to email her and she will respond. When the manager responded to my email (keep in mind we are a couple hours into this). Asking for pictures, last 4 of my credit card and if I would like a replacement or refund. I advised the pictures were attached to my original email, gave credit card info, and said I would like a refund. I was given my refund. I also mentioned that NC sales tax is 7.25% and they charged 8.25%. I was told that is a corporate thing, they have no control over.

I'm not sure if this is all Crumbl locations service but I would not recommend the Midtown location at all. I do not blame the employees, this is a manager issue. Employees make mistakes but not being at your location and not giving your employees the ability to service customers when an issue arises is...

I don’t even want to give one start to this store. Date : 05/03/205 time: 3:45 We ordered 3 minis Brookie cookie, oreo cookie, and strawberry ice cream bar cookies. We payed, waited for our box and she comes with our box opens it and it have two chocolate chip and one oreo. We said to the girl working there and here’s the conversation: Me: we didn’t ordered these Her: this is what we have. Me: okay, then let me get the large ones, and you can refund and take these box, since the box is still in your hands. Her: we don’t refund Me: but why are you making choices on my behalf, give me the cookies which i ordered, if they are in large then charge me the difference and give me large ones instead of the minis. Her: we don’t do this Me: okay let me buy one large, and im ready to pay, but it should be difference. Her: no Me: frustrated, got the large strawberry ice cream paid twice and have to deal with such poor management and the worst customer service.

EITHER TRAIN YOUR PEOPLE RIFGHT, OR HIRE THE RIGHT ONES, as its companies reputation that’s...

Let me just tell you guys. I got cookies yesterday. First, they were out of the smores and strawberry shortcake. Ok, fine. However, look at this. It’s terrible. This is not the presentation of how the apple pie should look. The cookie seems to be completely undone (all of them do actually—which is apparent from the photo). The filling is not even the proper color. This may be my worst crumbl experience ever.

And I know the person in charge felt guilty about how poor service/cookies they were giving out, because he offered me 2 free cookies next time I come in.

Note: For a comparison point, I’ve added a photo of the apple pie from someone else. It looks completely different. Completely! Tf is that they’re giving out? Yuck.

Update: I ordered these weeks cookies in the mini form….you guys won’t believe it when I tell you I received a completely uncooked cookie. It was still in wet dough phase. How tf does this happen?????????????????????? You can tell that the cookie is wet...