Crumbl — Restaurant in Gaithersburg

I have never had a good experience here. This location is the closest to my office so I go here frequently, however I have never been greeted/acknowledged by an employee when I walked in. My first trip, I ordered a box of 6 minis, which were intended as a gift, and received a box completely covered in grease and no "thank you" sticker, which was an up charge. A few months ago, I placed an order for two dozen cookies three hours before I wanted to pick up, but still waited an additional 30 minutes before receiving my order. I wasn't acknowledged by a single employee for 5 minutes after arriving, and most employees were just standing around. After an employee asked for my name, they proceeded to help 3 customers before me, who arrived after me. Once I received my order, it was completely covered in grease, frosting, and raw cookie dough to the point that it stained my fabric car seats. Most recently, I ordered two cookies in store, the credit card machine was completely broken, which meant I had to manually type in my credit card information on a large screen in front of several other customers. When an employee brought the cookies to me, she walked away while I was talking to her about my order. She completely turned her back while I was speaking and sent over another employee to help me.

I have notified the owner of these issues once they happen, and they insist the concerns will be addressed, however the behavior of the employees remain the same. I find the attitude from employees extremely upsetting considering how much is charged for a...

I don’t usually like leaving negative reviews, but I’ve visited this location three times over the past few weeks, and I’ve noticed some behaviors that I found off-putting, though I initially let them slide. However, today’s experience was particularly disappointing, and I feel compelled to address it.

First, every time I walk into this location, I never hear any employees greeting customers. Second, I’ve observed workers talking around the cookies without any mouth coverings, which I find inappropriate, especially since customers can see the food being handled. Third, I always place my orders ahead of time to avoid waiting. Today, none of the workers seemed interested in helping customers or fulfilling orders. I had to catch their attention and ask for assistance. Several people who ordered on-site after I arrived were served first, while I had to wait about 10 minutes for my cookies. I believe that pickup orders should be prioritized since they are placed in advance.

When I finally received my order and opened the box, I was disappointed by the poor presentation of the cookies. I didn’t even feel like eating them. Toppings looked all watered down and messy. I hope this inconvenience doesn’t happen again, and I look forward to seeing improvements the next time I visit...

I am writing to express my disappointment with the service I received at your Kenlands on 8/9/2024. I had ordered three cookies, but unfortunately, one of them was not to our liking. My daughter took a bite of it, which is how we realized it wasn’t something we enjoyed.

I went back to the store to kindly request a replacement for the cookie, but I was told by a crew member that they could not change it since it had been bitten into. While I understand that policies exist, I was shocked by the crew member’s dismissive attitude and lack of willingness to help. They were quite rude and unprofessional, and the situation was handled poorly for such a minor issue.

I believe that good customer service is key to retaining loyal customers, and in this case, I was left feeling very disappointed with the way the situation was addressed.

I hope that this issue can be addressed internally, and that future interactions will reflect a more positive and customer-friendly experience. I would appreciate your feedback on this matter, and I hope you can find a way to rectify the situation.

Thank you for your attention to...