Crumbl — Restaurant in Hollymead

I was super excited that Charlottesville was getting Crumbl Cookies. I have been following them since the announcement that they were coming. I have been to others and have had amazing experiences. This experience was not good at all. We went on Friday during the Grand Opening. First, the gentleman opening the door talked to all the guests that was waiting in the line. I assumed he was of management and shared with the folks in front of us that he relocated here from Utah to open this establishment. He did not even say two words to us even though we greeted him. We only learned bits and pieces from the conversation with other guests in front of us. Inside, we purchased a 4 pack of cookies. Many people were there to get the free cookie based on the giveaway shared on Facebook. At least it was the observation of our experience. We also actually purchased items. We were not offered the free cookies. I asked and the lady shared they are only for people who downloaded the app. Oddly, a lady came in while we there, with 4 children asked for the free cookie for coming in, the cashier next to us gave her 5 cookies with no hesitation. We downloaded the app and she gave us cookies but was not nice about it. Next we moved over to the counter to pick up our order. Several groups that came and purchased cookies after us were given their cookies. We waited longer than expected especially since others with similar cookies were being served before us. The young lady running that section said very little and when I asked she said, "Oh, I forgot" and grabbed our cookies. She asked every customer before us if their cookies looked okay, and sent them on their way wishing them a good day and to come back to visit. For us, she opened the cookies said "these are your cookies" and walked away without even really closing the box. No greetings and no invites back. It was a very disappointing experience. The cookies were okay. The chocolate chip was too salty. I believe they were less exciting as a whole based on the experience. I am less likely to return. No need to go where your business is not wanted or...

The cookies themselves are 5 stars. The customer service could use some improvement. My friend and I stopped by while in Charlottesville for my birthday yesterday. We got a 4 pack of cookies and since there's no seating inside, we sat outside on a bench to eat them. After one cookie, we realized we overestimated our ability to finish all of them, so I decided to walk back inside to ask for a box and a plastic knife to split them up for later. I walk in, and one employee greets me as if I weren't just in there 5 minutes prior and asks me if it was my first time there. He walks over to me and I ask him if there's any way I could have a small box and a knife. He tries to sell me their "Crumbl cookie cutter", which I decline. I just needed plastic cutlery, which was nowhere to be found. Probably on purpose to try to upsell you a ridiculous device. He goes over to get me a small box and another employee quickly walks over to the register as the other person was folding the box to hand to me. The other guy says, "Yeahhhh, we charge an extra .25 for a box. Is that okay?" in the most Valley girl voice I've ever heard. I tell them no, that's not okay and walked out. I didn't even bring my wallet in, as my friend paid for the cookies. Even if I did, i don't carry around change. Secondly, if there is an additional charge, that should have been the first thing an employee should have said. And it would be ideal if there was posted signage explaining that. I understand that supplies cost money. But after paying $15 for four cookies, being upsold extra items and wanting to charge mere change for something that many places offer as a courtesy is a huge turn-off and makes me not even...

As a delivery driver, I have seen a piece of this store that would make me never spend money here, let alone ever pick up again I had an order to pick up here, it was estimated to be done by 9am, but there is bound to be delays. After I came in and announced I was here for DoorDash, and I said my customer's name. This one woman decides at 9am, when the order is suppose to be ready, to start the order. I don't mean throw some cookies in a box. I mean, start icing them and decorating them. It's a little disrespectful to my time, but I took the opportunity to chat to another worker, who was as sweet as sweet can be. She was the reason I didn't do a one star.

The other woman making the order finally got done with the order and came up to me. She refused to let go of the order until she looked at my phone. I asked her, how would I know the clients name if I wasn't doordashing? But I showed it to her anyway and went to take the order. She still refused to give it to me until I allowed her to hit confirm pickup on my phone. That wasn't happening. So I took the other side of the order to tell her Doordash policy, the order has to be in my hands for me to confirm pick up. Then she wouldn't let me leave the store until I confirmed pick up. I'm sorry honey, I already told DoorDash that you don't start orders until drivers arrive.

It was just the weirdest experience I have ever had as a pick up driver. Even the woman I was talking to who was really nice said out loud that what the woman was doing was unusual.

I'm here to help your business and for you to touch my equipment is like me going in and making the...