Crumbl — Restaurant in Granville

I wish I could give no stars, honestly. I initially really enjoyed Crumbl Cookie. I even drive 45 minutes to my nearest Crumbl Cookie in Morgantown WV. The last 2 times I've gone was a horrible experience, especially for the amount of money spent. The customer service is horrible. This last visit 1-23-23 was the worst. I sent my husband in to grab the cookies because I wasn't feeling well. They showed him and he agreed they "looked fine" and they did. They were pretty. He brought them out to the car and I looked at them in the sun light and there were tons of tiny black fuzz/hairs on the cookies, almost like dust. He obviously didn't notice it when they showed him or he'd have said something. I sent him back in to show them all within 3 minutes of the time he picked them up. Because why would I pay so much money for dust covered cookies? We pulled from the parking spot to the door. One of the females working (assuming a manager) said they were unable to exchange the UNTOUCHED cookies. Why? It was their fault for not maintaining a clean work environment. The other female who had initially given him the cookies said "in his defense when I asked him if they looked OK, he said I guess, they're not mine. " So they did end up exchanging the dust covered cookies, with an attitude I could see from the car. My concern is WHY would an establishment not want to make things right when customers are spending so much money? I'll no longer be purchasing my weekly cookies. Shame...

Where do I start? As everyone else has reiterated, the line is ridiculously long, but that is not the main issue. The cookies “sold out” in the middle of the day. I put “sold out” in quotes because that is a blatant lie. My girlfriend and I were standing in line and as we were talking with the worker outside, he told us to go ahead and order one of each because the line was getting too long and he was going to mark all of the cookies on the menu as sold out, even though they still had them available in the back. We ordered our cookies and then the people behind us were only left with the option of chocolate chip. We then proceeded to stand there and stare at the other 5 cookies clearly available and in plain view on the counter in the back. My other issue is that as we were standing there, NOT A SINGLE PERSON WAS DOING ANYTHING. There were approximately 10 workers, none of which where MAKING COOKIES, despite the ridiculously long line of customers waiting outside. Furthermore, the man working outside stated to the line that the reason the cookies were sold out was because “they made their own dough.” I don’t know about you, but it seems that dough, the main ingredient in cookies, should not be the bottleneck in this operation. Order cookies from insomnia cookies and avoid this trendy disaster...

Cookies are delicious. Hot and warm. I rarely ever complain about anything, but what I can't let go of is what happened to me this trip. The main reason I ordered any cookies was because I wanted the biscoff cookie butter cookie. On the app it said the strawberry cheesecake cookie was sold out, but the biscoff wasn't. So i placed my order for pick up in an hour. Believing that, because I placed my order for them, those cookies would be put aside for me to pick up. When I arrived at my scheduled time, I was told you JUST sold out of them. How does selling out of them JUST before I arrive affect me getting the cookies I placed an order for an hour ago? My order should have been made and placed aside for me. Especially since certain flavor last for one week only. I took replacements because it was going to be too much of a hassle to refund me. The cookies are delicious, but there should be a better system in place to make sure this doesn't happen. We drove 40 mins out of our way to get these cookies only to be let down. Now I'll be rethinking it everytime I think about placing an order because I won't know if I'll actually get what I ordered. If you can't fulfill online or call-in orders than you should only...