Crumbl — Restaurant in Greenville

My last experience at crumble was pretty poor, and I have no desire to go back anytime soon. Two of the cookies we wanted were not available, so we chose different options. I waited 25 minutes for my order, while people routinely kept coming in after me and getting their order and leaving. When I asked about my order, I was told that the cookies I ordered were not available now. I heard the employees asking other customers for substitutes, the people that came in after me, but they did not ask me for substitutions until I asked about what happened to my order. When they finally gave me my cookies, I asked about my gift cards. They had been shoved around the cookie assembly table for 25 minutes, so when the employee handed them back to me, they were covered in cookie dough and grease. I was shocked that she didn't notice what condition they were in. I asked the employee to clean them off for me especially since I am sending them in birthday cards. I’m not sure what she did to clean them off, but they still had grease on them when she handed them back to me. I felt like the whole store was completely disorganized and it was so frustrating that I will be telling others its not...

It takes a while to get your cookies but they're always great, especially the mallow sandwich & it's also very small so if it's a line, I'd just come back later or the next day because it's too hot to stand outside.

I'm updating my review because my most recent experience was terrible, I ordered my cookies the day before I went to pick them up, I told them that i had arrived and waited in my car for at least 15 minutes.. I then decided to go inside in case their line in the app wasn't updated & so I waited for like 5 minutes & then a lady came up to me and told me that there'd be a 5 minute wait on the rocky road cookie because it had to cool.. 10 minutes later she comes up to me and says that the caramel cheesecake is just out of stock so I'd have to wait another 5 minutes for it. I told her that I'd be back in 10 minutes and she said okay, she'd put my cookies to the side so they'd be ready when I came back... I left & came back at least 20 minutes later, my cookies still were not ready & I had to wait another 30 minutes to get the 4 cookies that I ordered the day before. The box I got was super dirty & it's just not enough space...

I am highly disappointed with a visit on today 11/4/24. I was told by one of the workers I can bring my butter cake purchase back and exchange it for a cookie because I explained, I was displeased of the cake because it was hard and not the texture of a cake. Upon me arriving, Caroline, the shift lead, embarrassed me so bad and said in front of all the people in the store that because I ate some of it I could not exchange it or have a refund. I explained to her I already called before I came up to the store and was told bring the cake to show proof of purchase and they will exchange it for me and Caroline Humiliated me, I was totally embarrassed and disgusted. She refused to exchange the cake for a cookie as I was already promised. I wasted gas and time and lots of money that I always spend with Crumbl!! Caroline should not be a shift lead if she doesn’t know how to simply provide empathy, compassion and understanding. That goes with having experience and excellent customer service!! I am highly upset with how she handled the situation. Totally unacceptable and...