Crumbl — Restaurant in Farmington

I had an incredibly disappointing encounter this morning. I stopped in at 8:05. The "OPEN" sign wasn't on yet, so I wasn't sure if they were open or not, but the website and front glass said open at 8AM. I approached and the door was unlocked to my surprise. There was one employee busy sorting cookies and trays, etc. I stood at the counter for about 2 minutes. I was never greeted or acknowledged. When she was ready she said from the middle of the store "What can I get you? " I placed my order she, she told me the total and charged my card. She prepared the cookies and told me they were out of one the cookies I had ordered. She asked if I wanted to pick another cookie. I said no... she raised her voice and said "I won't have any for an hour!" I said that's fine you can just refund my card. She went to the register... handed me a receipt and walked away. I told her that I didn't want my entire order refunded... just the cookie they did not have. She then charged my card again and gave me the cookies. Once I was to work with my order, I realized that not only did I not get the cookie that they were out of, but also one of the other cookies that I requested was missing as well. This doesn't surprise me as she wasn't ready to take my order when she asked from half way across the store and never repeated my order back to me when charging my card.

It was certainly not a pleasant experience to start the day. I felt as though I was an inconvenience from minute one walking in the door of a cookie shop to order cookies.

The cookies that I did recieve will be wonderful, I'm sure, but the lack of customer service and flat-out unpleasantness will leave a bad taste in my mouth...

July 25, 2024 after 4pm. First time trying crumbl cookie. I brought my little sisters. We walked in and it smelled AMAZING. One of my sisters wanted to buy us cookies, so we decided she would get the 3 mini box . Once we got to the front and my sister started ordering cookies the lady was immediately rude. She stopped her and aggressive asked how many we were going to get. Then she proceeded to tell us we couldn’t get 3 mini, but we could get 6…okay fine. No argument from us we just listened to the dumb rules and ordered what was left in stock. We spent more than anticipated for unpleasant consumer service. I’m sorry but this is incredibly uncalled for. I have worked in this type of customer service before and this is not how you respond to a new customer who doesn’t understand exactly how you expect us to order when we walk up to the counter. Put your expectations aside and understand maybe a 10 year old girl isn’t aware that she needs to specify the amount first. Because of this I will GLADLY take my business elsewhere and I will spread the word that crumble cookie has horrible customer service, the mid expensive cookies are not worth it. I see other reviews with similar issues so please fix the problem. Thers no exceptions for treating kind customers poorly, it’s literally your job. Plenty of other jobs if you don’t...

I've heard the hype and tried to stop in a few times but was pleased when I finally got a chance to try these cookies! The menu changes weekly and they have a nice customer service touch in having you inspect the cookies in the takeout box before you walk out of the store with him. I have to say that the peanut butter and jelly; and regular chocolate chip variety I tried were fabulous! The only suggestion I would give is that the should try selling a wider variety of types of cookies. Nearly everything on the menu for the week I went in was the same soft batch large cookie - just was different toppings. Although a bit pricey compared to donuts, overall a fun experience and a nice option...