Crumbl — Restaurant in Hickory

[deleted complement, read update at end of review]

However, the reason I am only giving this Crumble 2 stars is the ABYSMAL "service", if you can even call it that. My fiancee and I deliver for doordash occasionally, and this place will CONSISTENTLY have 10-15 minute wait times, even after receiving the order and us driving there. Tonight, we ordered for pickup at 8:19 pm to be picked up at 9:15. You would assume this means they would have the cookies finished at or by 9:15, right? WRONG! It is currently 9:42 pm. They are closing soon. And there is absolutely zero sign of our cookies. Their order system is absolutely horrendous, evidently. In the 30 minutes we have been standing here waiting, we have heard the workers telling customers that they either didn't receive the order, they hadn't started it yet, or something else about how they have no idea what they're doing, or their order system is garbage.

It is 9:46 right now, and I did just receive our cookies. For every single other person who picked up their cookies, the employee would open the box, smile, and show the customer the cookies before walking back to the back. My lovely fiancee asked them for an update on our cookies at about 9:40, and the person was a bit rude in response. Then, when they finally gave us our cookies, the employee just slid the box across the counter and walked away. No presentation, no smile, not even a single word. I would HIGHLY RECOMMEND that you find LITERALLY ANY other dessert place in hickory. To summarize: this place has horrible service, rude and incompetent employees, and a terrible POS/order system. Not to mention the price of these cookies is absolutely outrageous for how horrible the experience is at this location. I repeat, do not come to this crumbl cookies location. Find literally anywhere else to get your late night sweets.

Update: we got home and ate a couple of the mini cookies. The brownie smore one was very good, however the chocolate chunk and m&m cookies I had were very salty. I'm not sure if this was their normal recipe or if they were upset we were asking why our cookies took an hour and a half after we ordered them, but they were very salty. The texture and consistency of the cookies were very good, and the base flavor was good, aside from...

Long but hopefully a helpful read. I ordered cookies the night before to be ready for puck up at 8am. Get there 8:15. Not only are they not ready, but they don't have 2 of the kind I ordered because the Saturdsy crew forgot to make them" is what I was told. So i could pick 4 ither cookies including some from "last weeks options". I had 2 separate orders and ended up cancelling one as they didnt have what was on the menu and was told it would be 3 hrs and to come back later. Crazy enough, I was in the area so again ordered ahead of time, 2 of the 4 packs. I get there and after waiting almost AN HOUR, the cookies I ordered showed up on the screen not available. When i asked when my order was going to be ready, i was told 2 of the 4 were no longer available and I would need to pick from the other options. At that point I asked for a refund and asked why my order was not ready when I got there as scheduled. I was told they do it when you arrive and basically therr is no point ordering ahead. Mind you I PAID in advance. When getting a refund I was told I already had a refund. I said that was from this AM when you also didn't have my order ready. The cashier started laughing. I told her that I am glad she thinks its funny but I missed an hour of my nephews 5th birthday and am also coming back with ZERO cookies for him and his cousins. There were several other customers rsther displeasd and some left, some got refunds, others accepted the offered alternate cookies but were dissapointed. This is the worst run business I have ever seen. I would give it a 0 star rating but that is not an option. I post a lot of reviews vut this is by far the worst place I have been to. * update* you ask for additional info via chat, but it takes a few hours. Like...

I placed an online order and arrived at the store for pickup as instructed. Upon arrival, I was told it would be ready soon. After waiting for a while, I noticed staff prioritizing walk-in customers and kiosk users while I continued to wait without any update.

Eventually, I requested to cancel the order and asked for a refund of $65.13. However, the next day, I noticed my credit card had been charged twice, totaling $130.26. When I contacted the store to resolve the issue, I was informed there was nothing they could do immediately and was advised to either wait or dispute the charges with my credit card company.

I asked how a duplicate charge like this could occur without a clear path for resolution, and unfortunately, the call was ended without taking my contact information. I called back and spoke to another associate who again said I would need to wait a few days and check with my bank, despite the double charge being clearly visible on my credit card statement not bank.

This experience has been incredibly frustrating, and I hope the store reviews its customer service and refund process to prevent this from happening to others. I was told by on the first call...this happens sometimes and customers submit a dispute.

UPDATE on this review: The "owner" commented on this review and said to contact: crumbl.com/contact to help resolve. When you go to this site, it says contact the store, which I stated I did in the review above. The only resolving to this issue is to continue calling the store....or contact...