Crumbl — Restaurant in Gastonia

I drove 30 minutes to this crumbl cookies solely to order a gift card for part of a wedding gift. I Went in and ordered on the kiosk. I ordered a 4 pack of cookies (might as well since I was there) and the gift card for $25. It didn’t give an option for the design of the card when I checked out on the kiosk. The card Options were on the bottom of the counter, and I had looked at the options before I ordered. They call my name and hand me my cookies and a BIRTHDAY gift card. Never once did they ask what design I wanted or anything hinting that they were making my order with a Birthday card. When they hand it to me, I tell them I can’t use a birthday card for a wedding. They basically said it was my fault and that I should have given the card design I wanted to them before and or told them which one I wanted, that “that’s what customers usually do or we just pick one for them.” They never once came to the counter or indicated that they were doing my order. They proceed to tell me that my options are to take the birthday card as is or cut out the less than one inch QR code and give that with the gift. Someone else comes out and says that “when the manager gets back, we can refund this one, and you can just buy another card. It won’t let us transfer the gift card.” So they charge me another $25 for another gift card that’s more appropriate and I’m standing there waiting on the manager to get back to refund my money and they basically tell me to leave, that they “wrote it on a post it note for her to do when she gets back.” So now I’m just sitting and waiting hoping they refund my money. Crumbl Cookies and employees, everything can’t be done by a kiosk, take the two seconds to interact with someone and make sure things are done right instead of doing “whatever you think” instead of asking a...

As a customer the cookies are way overrated. As a Dasher every time I come in there they will acknowledge anybody but a dasher. There was a woman in line ordering food I came in after her nobody even greeted me. They assume that I was a doordasher which is correct I am. But there was no be right with you, there was no Haywood working on your order, simply no acknowledgment of me in the store. So she proceeds to take two different orders and then when I say I'm in there before both of them she says they're working on the dash right now. Had you acknowledge me when I walked in the store and say hey how you doing or any type of acknowledgment whatsoever that should have been said when I walked in the store before you start speaking to somebody that walks in after me. Customer service is at all time low and clearly these people haven't been trained to even acknowledge anybody that walks in the store especially somebody that picks up your dashes. Then it can be a lot serving customers and also taking online orders but that doesn't change the fact that you still need to speak to people as an employee when they walk in your store. Acknowledge their presence don't just work around them or keep your heads down like you don't even see me. Had you spoken to me I never would have said something to the girl about me being there before the two customers that she started to serve that walked in the door after me. Sometimes it's...

The five stars is goes to how this young lady names Allison handled the store solely on her own. I recently visited the Gastonia store and was deeply disappointed upon walking in. The line of customers stretched from the counter all the way to the door, and I quickly realized there was only one employee in the store. Allison was singlehandedly running the register, preparing orders, and baking cookies.

Despite the overwhelming situation, Allison maintained her composure. It was clear she felt some pressure, but she handled each responsibility with professionalism and care. Her efforts were nothing short of phenomenal, and she deserves recognition for carrying the store on her own today.

That said, I expected much better management from this franchise. A situation where a single employee is left to handle everything points to serious staffing and organizational issues. If employees are leaving, it suggests deeper problems such as mismanagement or inadequate wages.

Kudos to you, Allison you did an outstanding job under difficult...