Crumbl — Restaurant in Florida

I ordered the 3 mini cookie pack from this location and spent close to $20 to find a hair inside of my cookies. I spoke to the general manager and explained to her I ordered through uber eats and would like a refund and a proper remake and they had me drive all the way to the location which is a 20 minute drive from me just to tell me that I couldn’t get a refund immediately because I ordered through uber eats when I already told the general manager Julissa this. And they said that I’d basically have to wait up to a week just to get it so there was basically no point in me driving. And i also asked them to make me a fresh batch of the whipped cream that I found the hair inside and im pretty sure they didn’t even do that. I spoke to the store manager named paola and she seemed rude. She didn’t seem like she cared at all about what happened and also seemed to be rushing me a bit. Lastly I looked at most of the employees and yes they are wearing hair nets but most of their hair isnt even fully covered. I saw a male employee with curly hair and literally only half his head is covered so it makes sense theirs hairs being mixed in there ingredients and toppings. And when I recommended to Paola that they need to be more sanitary she just nodded and that was it. Again seemed like she was in a rush and honestly seemed like she didn’t care at all and was a bit rude. Crumbl please do better. No one wants to find things like hair in their food that we all spend a pretty penny on, as Crumbl is not cheap or affordable at all. I spent $18.00 for 3 mini cookies with hair in it and small milk witn no immediate and simple solution for a same day refund. Also tried to show Paola the video of what I found and she didn’t care to even look at that. If you’re gonna hire managers please make sure they actually care about food quality, customer satisfaction, and also have good communication versus having a blank stare and not seeming sympathetic at all. It doesn’t help. Crumbl please address...

This is by far the worst Crumbl location I have ever been to. The staff is consistently rude, unwelcoming, and unprofessional. When you walk in, they don’t greet you, make eye contact, or even acknowledge your presence until they call your order name. Then, they slam a box of cookies on the counter and walk away without a word.

Part of the Crumbl experience is supposed to be showing customers their cookies to ensure they’re correct. This store rarely does that. More than once, I’ve had open the box myself and wait forever to get the attention of someone to point out that my cookie looked nothing like what was advertised—smaller, missing toppings or frosting, or crushed. When I asked for it to be corrected, the staff’s attitude made me feel like I was inconveniencing them, or worse, risking retaliation.

The store itself doesn’t appear to be cleaned regularly, which is concerning in a food service setting. On top of that, the cookies are often sold out, underbaked, and nowhere near the quality or appearance the company promotes.

I have no idea how this location has such good reviews. The staff seems far more interested in scrolling on their phones than serving customers. If you don’t like working with people, you shouldn’t work in customer service.

I will never return to this store. The experience was enough to convince me that Crumbl as a company is highly overrated, and this Davenport location is absolutely the worst...

*EDITED REVIEW. Changed to 1 star after no response from owner. They replied to my review (as below) and told me to contact them online, I did. Received a short response back “how can I help” and nothing else. Emailed them back with how their raw cookie got me sick…did I hear back? No. It’s been over a week and nothing. If a paying customer of yours gets sick from one of YOUR cookies you respond QUICK. Eating a raw cookie is not good nor fun. VERY poor service and I will be contacting corporate.

I love their cookies….most the time. Ordered the lemon bar one & cinnamon one (I think it was). Cinnamon roll one was sooooo good, perfect! Lemon one was ick. It was sooo raw. It melted in my hand. Cookies that are fully cooked don’t do that. Yes I love gooey cookies but not this way. 2 staff members didn’t greet me or say anything other than “here” when he handed me the cookies. They looked miserable. My 2.5 year old who will eat almost anything wouldn’t even touch the lemon cookie & I didn’t want him to. I actually got sick the next day after having a few bites of it. And $5 for a cookie?! NOPE. No cookie is ever worth that! I plan to come back but please no more raw...