Crumbl — Restaurant in Huntsville

I have only ever been to this location twice, the first time experience was amazing and the staff was so helpful. That was about 6 months ago This time …… where do I begin?! It was around 415pm when I arrive there with my two children to pick out some cookies. When we walked in we walked up to the counter line to order, noticing they were “sold out” of 4 of the 6 or 8 cookies they were advertising on their menu. That alone would not have been an issue at all, had we actually been greeted and told if they were making more or not. Or if there were the smaller options available.

We stood there with no one else in line for 10 full minutes while the two working females knew we were standing there and had their backs to us working on other orders. There was also a male worker off to the right doing what seemed to be prepping other cookies. The females were talking between themselves and refused to acknowledge us, even when I said excuse me we need help twice. It wasn’t until the third time I said excuse me that the African American female turned around and said “what”. My daughter had to help me communicate with the worker because after I told her I was hearing impaired and couldn’t understand her she proceeded to be RUDE about having to answer my questions that I was trying to ask. We wanted to know how long it would be for the cookies that were marked sold out, but could clearly see them on the cookie rack that both the female workers were taking other cookies from. ———-Her response was they could not sell us those because the next batch was not completed yet. We then needed help with the ordering, but she refused to help us and left us to figure out how to use the tablet on the counter. After about 6-7 minutes of being frustrated with the ordering app, I proceeded to make the payment with the cash I had on hand and my debit card. —— when the same African American girl turned around to take my cash she hastily took off her gloves, huffed and was implying that It was a inconvenience for her to take my cash. Then she flipped the screen back over and was not clear about what was needed to be done.. Thats when I noticed the screen had a tip added to the transaction, I unselected it and was directed to use my debit card. I normally tip 20-30% on transactions where I feel I was given good service but this whole experience was a complete Sh!t show. As someone who is hearing impaired and reads lips as 90% of my verbal communication I have never been so frustrated, and aggravated trying to purchase something in my life. Had I not promised two of my three children these particular cookies… we would have walked out, and gone somewhere else.

The other thing I’d like to note here is that the store was in need of a good cleaning.

The boxes of cookies we received had frosting and crumbs all over the edges/ bottom, from where: They placed the box on the dirty counter work space Because they picked up the boxes while still wearing the gloves they used to prepare the cookies in

As a Hobby cake baker of 11 years I am completely floored by the way we were treated in...

0 Stars! This is the 4th time I’ve had a bad experience here. I’ve tried, & I’m livid. I ordered Oreo cookies and a few others at 8:15pm tonight to be delivered. The estimated arrival was 8:41pm. I’d been refreshing the website frequently when 8:41 passed and nothing arrived here. At 9:24pm I received a call from DOORDASH telling me the store didn’t have those cookies and asking what kind I wanted. That is the most horrible customer service I’ve ever heard of. The store had my order for around an hour and a half, did not have half of the cookies I order in stock, failed to call me, and waited on DoorDash to show up and made them call me for them. Disgusting and lazy. The website wouldn’t even allow me to cancel the order. This is ridiculous. I won’t be returning to this location and I may not come to crumbl ever again because of this atrocious customer service I have received on several occasions despite trying to give them more chances to improve. This isn’t the first time something like this has happened to me with this location. On the previous order, I received a Valentine’s Day icing cookie and it had no icing.

You need to do some major work on your infrastructure. I still haven’t received my order tonight, in spite of the website still telling me it’s on the way. It’s no 9:45pm now. Oh, and the store STILL has yet to called to tell me half of my order is out of stock. I’m in disbelief. Hire adults instead of children and maybe you’ll have success...

The Cookies were not even the sweetest part of my shopping experience!

I stopped by Crumbl Cookie, Jones Valley this past Saturday, I needed to pick up some cookies that were to be a present for my granddaughter's dance recital that night. I am not a regular customer at Crumbl Cookie, but when I told the young lady at the register my reason for stopping in, I asked her to choose cookies a six-year-old girl might enjoy, her face lit up and she happily went about preparing my order. The manager overheard my conversation, and she assured me the order would be special. When the young lady had finished putting my order together, she showed me the cookies she had picked out. She truly seemed interested in ensuring I approved of her picks for my granddaughter.

Unfortunately, finding customer service like this is hard to find in today's world, but the ladies at Crumbl Cookie, Jones Valley do display this wonderful level of customer service.

The joy I felt later that evening when I saw my granddaughter's eyes light up when she saw those cookies was wonderful!

We all know that the products Crumbl Cookie sells are delicious, but to also having such an amazing customer service experience ensures that your visit will be delightful.

So, now you understand, The Cookies were not even the sweetest part of my...