Crumbl — Restaurant in Daphne

It's Valentines day and I place a Doordash order for 3 boxes of 4. Waited an hour and finally discovered that Doordash made a mistake and had my order for pick up, Instead of cancelling I decided to go pick it up. I called your store and was told that my order was ready. When I got there I stepped to the counter for order pick up. I stood there for about 15 minutes and finally told a young lady that i needed to pick up my Doordash order and gave her my name. I was on my lunch hour. I waited again and saw the young lady back making cookies. I asked another young lady and she asked me my name and said she would check. I continued to wait as people that came in and ordered after me were in and out. Finally I asked a young man if he would please check on my order. He came back and told me that the young lady was making it. I'm confused. I was told before I came over that my order was ready. The young lady brought me my order which was 3 boxes of four sat them down and said "Have a nice day!" These were 3 separate orders for 3 different people. The boxes were closed with one of your labels. Nothing was on the outside of the box to let me know which cookies were in which box. I asked the young man to send the young lady back over. I told her the problem and she said "It's the same Doordash order you made." I explained to her again that these were separate orders and I didn't want to open the boxes. She finally agreed to write on the boxes what was in them. The whole ordeal was very frustrating. If I hadn't stopped someone and asked for my order no one would have asked me if I needed help. I spent an 1 hour and 15 minutes waiting on an order that was suppose to be ready. Communication is the key. If I had know that my order had to be remade then I would have understood a little better. I understand that it was Valentines Day and you were very busy. Everyone one i spoke to was nice but the communication factor was terrible. If I hadn't already paid for the orders and other people weren't depending on me to bring them their order I would...

The good: the cookies are amazing and hands down great product.

The bad: When going to pick up an order at the store it is chaos. There is no direction on where to go when you step in, you wont be greeted by an employee because they are so busy, there is no digital board to track progress/order status/place in line.

We placed an order at 7pm, ready at 720, we got there at 725 and didnt leave until 750. Its 20 mins to bake the cookies, but at least another 20 just trying to get in and out of the store. The place for customers to wait vs the size of the bakery is not proportional. Maybe even a fire hazard having 8+ people standing in the door way? Its impossible to tell what customers are in line to get service vs which ones are just standing around waiting for their order to finish.

There without a doubt has to be a line for "pickup" that has the cookies sitting ready (take firehouse for example) so I can walk in and pickup and immediately walk out the door. Without having to hope an employee sees me in the crowd of people. And where is the manager? Its hard to believe their isnt a dedicated manager at the door directing people and locating orders with such a heavy crowd coming in each night, I'd give this a 1/5 on management. 4/5 for product (minus one star because I cant remove icing) and 5/5 for a hard working staff. The kids working there are working...

My total cost for one single cookie {after adding a $1 tip} was a little over $6. Yes, it is a big cookie, but still... I won't be returning. My daughter said the cookie was good, I'll have to take her word for it.

Today was our first visit. Staff was polite. Disliked the overall atmosphere of the place, it is very stark. You have to stand along a wall to wait for your cookies, no benchs for sitting down.

I purchased a cookie for my daughter, but I didn't get anything for myself after I saw how large & expensive the cookies are. The smaller size cookies [what I would call 'normal size'] are not available for individual purchase, I think they are only for catering/bulk orders.

The presentation they do for each customer is nice in theory but a little nonsensical in my personal opinion... I was shown my daughter's lone cookie in a little box and asked "how does that look?"... to which I responded... it looks like a cookie. I was thinking it looked like an overpriced cookie, but I guess that other people can justify dropping unnecessary amounts of...