Crumbl — Restaurant in Hampton

Went in at 4:00 p.m. today 2/23/24. As I walked in I overheard the person before me saying "we got the last tiramisus". I've then walked up to the counter and asked the young girl making the boxes about the tiramisu to which she said, "we're all out". Mind you she offered no further information at all. Typical, horrible in customer service and communication. Right beside me another lady went as I was completing my order the lady saw that was no more tiramisu because it was showing sold out on the screen she walked over asked the same girl I did and was told they had more tiramisu and she punched them up to be sold on the computer. By the time she got that info, not even 2 minutes after I'd asked her, my order was already complete. She told her they had tiramisu and entered them back into the computer so they could be purchased by her. This is all while I'm waiting for my order I asked the young girl if she could exchange one oatmeal cookie from my box with a tiramisu. She called over a young man I know now is named J'Shawn. Who told me they were all out and now they have them back in the computer and that I would have to cancel my order get a refund which takes 3 to 5 days to post to my account and reorder the tiramisu and other cookies. I explained to these kids that was not acceptable that I should have been told that there were more coming out instead of being told "we're all out" I could have waited. So since this poor communication and customer service skills was their error I kindly asked them would they courtesy me one tiramisu in exchange for an oatmeal cookie that was already being prepared. J'Shawn then says to me the only way they can do that is by crediting my entire account back, which everyone knows takes three to five days to credit to your account or more. I told him that would not be convenient for me and being that the young girl gave the wrong information could they comp me the item (apparently their cookie prices are different for each cookie or cake this one was less than $2 difference than what I paid already. After he told me he could not accommodate me. I said okay fine I'll just call corporate he then walks away and says very sarcastically flippantly and arrogantly "have a nice day" mind you the entire place was packed while he said this to me and they saw how he acted. I then requested to him speak to the manager. She came up to the front I calmly and quietly explained to her what was going on. She said the same thing he said. They would have to refund and recharge. I told her that was not acceptable she said let me ask my area supervisor. She then takes the phone and walks away so I can't hear what she's saying and comes back and tells me the same thing they have been saying the whole time. I do not believe she called anybody because she walked out of sight and no one with have a mind for business and common sense would hear that story and feel like the customer was treated fairly . It's not about the cookies because obviously if I'm paying $40 for six cookies it's not a big deal as far as the money, the point is when you inconvenience a customer and give them incorrect information you accommodate you don't inconvenience even more. This place has horrible ghetto service and I feel like I would rather travel to Virginia Beach or another city than to deal with stupidity. By the way, my kids are participating in the dessert phase of their a cooking class contest tomorrow in which their team is making to tiramisu. It really is disappointing I couldn't let them try it ahead of time. It's also disappointing I now do not feel comfortable ordering the large order for their end of class graduation...

This place is way over priced. I give it two stars because the brownie cookie was good. I ordered curbside pickup because I had my baby with me in the car. After 30 min of waiting I decided to go in (I could see that they were busy). I eventually I had to interrupt a worker so they could check on my order. Turns out they had my order ready but just never brought it out to me. Also, when I ordered on the app they forced me to leave a tip and charged me a service fee. You have to leave at least a two dollar tip. So basically my tip was for nothing. On top of that the cookie dough ice cream was not good. It did not taste like traditional cookie dough and was hard. The chocolate chip cookie I ordered was hard. When I ordered online it asked me if I wanted to purchase a gift box for one dollar. They give you the option to choose from “happy birthday”,” congratulations”, etc. I chose a gift box that said “I love you”. When I picked up my order the cookie that I ordered to be in the “I love you” gift box was in the same type of box as my other cookie. Only difference was it had a little sticker on it that said “I love you”. It was not a gift box. It was a sticker. They are charging one dollar to put a sticker on a box and telling you it’s a gift box. They charge you way too much money for two cookies and a small ice cream just to wait in your car for 30 minutes and end up having to go and to pick up your order anyways. Was not a good experience and I do not recommend. I may go back to get the brownie cookie on special occasions like my birthday but otherwise I will avoid this place. The brownie cookie is the only thing I enjoyed. Still very unhappy with the price and all the up...

Today I ordered via the app for curbside pickup and put my husband down as the person who would be picking up because I'm at home with a newborn. When he arrived at the store I tried to check him in but the app would not allow me to since my physical location was not at the store. I called the store to see if they could just bring it out to him and the guy who answered the phone told me to have my husband go inside to pickup. I asked him why he needed to come inside due to the app limitation and also that the app required me to leave a tip for curbside. He still wanted my husband to come inside to pickup up because he said that would be easier (you should not have curbside if it's an inconvenience to the employees there). I asked to speak to a manager and after explaining to her what was happening and that I was required to tip she eventually agreed to have the order brought out. I just think it's bad customer service to make a person come inside when they requested curbside. Corporate should really look into fixing the app in case you need someone else to pick up your order. I only deducted 2 stars because, besides the lack of friendly customer service, the cookies were delicious especially the banana...