Crumbl — Restaurant in Colorado

I previously had an issue with Cleanliness with staff and how they handled food. I got in contact with management, and he was very responsive, understanding and dedicated to fixing the issue. After a few threads of emails, Deklan (the manager) made it a point to express his concern with the service received as it reflects on his leadership and business practices. I was given a box of 4 cookies for free to make up for the mistake one of his team members made. He made sure it was understood amongst his team that the mistake couldn’t happen again, and communicated the resolution to me as well. I am very appreciative of the response time, leadership, understanding and kindness I received when I addressed a concern. I have never had a bad experience at this store otherwise and always love their cookies. I stop in at least once a week and my husband and I share some cookies without disappointment every time. The cookies are always extremely fresh, exactly as described, and stay fresh for several days in the box. I love that they have new flavors every week, and each week I add a new favorite to my list. Thank you again for the incredible service, the integrity and dedication to running such a phenomenal store. If you’ve never been here, I would absolutely recommend. Thank...

I placed an order hours earlier to ensure the the cookies would be ready when I arrived. Unfortunately upon arrival I was not acknowledged or even spoken to for 10 minutes. Neither had the girl standing next to me who was there prior to my arrival. With 7 employees working, (that I could physically see) non were tasked with the job of greeting those for pickup. Even the employee at the register, who had no one in line, didn't turn his head to the right to acknowledge the line of individuals forming behind me. Eventually another person called out an order name who had purchased while in the in the store prior to my arrival. I literally had to flag him and direct him to my order and the girl who had been waiting prior me who he skipped completely. Unfortunately the girl who was helping in this position as I entered walked away as well without a word to any customers. For an establishment that is charging a substantial premium on a cookie I expect to have customer service be a large part of my purchase. Also please inform your staff to follow the corrections that were called in post order and texting on your phone while wearing gloves defeated the purpose of...

The cookies are great, but this location is sorely lacking in the customer service department. There are a few other locations I go to, and have never had an issue at any of them except this one. Curbside always takes forever at this location. Today, I waited 20 minutes for 2 cookies. As I’m sitting in my car, other people are walking in, ordering, and coming out with their cookies. I finally gave up on curbside service and went in to get my cookies.

The visit before this one, they came out to tell me that they didn’t have a flavor I had ordered and already paid for. I asked for a refund and waited 10 minutes for them to come back and tell me they didn’t know how to refund. They told me to come back the next day to get the cookie I paid for. They said that my name would be on a paper so the employees would know not to charge me. Went in the next day, and nope, my name was not on the paper. So I had to argue to get it without paying again.

To add insult to injury, when you order ahead, you have to tip before you pick up which I have happily done at all the other locations, but at this location, you will be tipping for...