Crumbl — Restaurant in Florida

Overall my experience at this Crumbl location has been okay. The cookies have been made decently. I wasn’t ever overtly impressed by the customer service but my experience today has changed that for the worse. This experience was memorable in the worst way possible. Since today was Monday, I wanted to get the Mini-Monday cookies. I was greeted by a rude worker that had long braids in a ponytail and a septum piercing. She yelled “WE’RE SOLD OUT!” from the back of the kitchen. I was then informed by another worker there that was nicer that the cookies just weren‘t ready yet. When I finally got my cookies, she did not open the box how Crumbl usually does and rudely shoved them to me and said “here” making the cookies almost fall since she was holding it with one hand. I simply said thank you and went about my day as she was clearly going through something and taking it out on me, the customer. I previously had encountered the rude worker 2 weeks prior when I simply asked her for an empty box and she said that I had to PAY for it… There was obviously a miscommunication and I explained I just wanted an empty box and she looked at me with a disgusted face and rudely shoved the box at me. I just hope she has a better attitude since I enjoy Crumbl and want to go here again but I am surely...

Despite placing our order online well in advance (2.5 hours), there was no way to contact the store to check on the status—they don’t answer phone calls or messages. When I arrived for pickup, I was shocked to see a huge line of frustrated customers who had also placed orders in advance, all being forced to wait in line just to have their orders prepared.

What made it worse is that the poor kids working there seemed overwhelmed and mistreated. They were clearly struggling to keep up with the chaos, and management seemed nowhere in sight. Even getting a refund required standing in that same hour-long line, which is completely unacceptable. Crumbl’s lack of organization, customer service, and respect for their employees is a huge red flag. I won’t be returning anytime soon.

I know the owner will be replying on my comment because of the nature his rebuttals on other negative posts, stating that I should contact them through crumbl.com/contact, but that will solve nothing if you don’t change the culture of your business and bring coherence to the way you conduct interactions online vs in-person, thus, I hope this review...

Went this week to Crumbl ordered curbside pickup after a while, I decided to come in since I saw it was so busy. The cookies were already prepped in the boxes just had to be taken out to my car. I didn’t mind it however but my chocolate chip cookie was cold. So I asked to replace it and the employee at first didn’t want to do anything about it so I asked for a manager since I expected my cookies to be warm. They replaced it free of charge thankfully but the one employee I originally told wasn’t the best in communication as well as a little rude. Manager was lovely however there was one employee on the floor actually working when there was a line out the door. One of the employee was doing nothing although on the floor. As well as the one packaging orders took a cash payment and didn’t change her gloves and went back to prepping the cookies and decorating them. The sanitation is questionable as well as the customer service but overall great...