Crumbl — Restaurant in Jackson

My daughter an I go to crumbl alot I've never had such a bad experience ever! We ordered online because we new it was probably busy being a Friday. My daughter birthday party tomorrow an she wanted to try the confetti cake for her birthday so I ordered 2, we placed order at 6:34pm. We was leaving target when we placed the order which is less than 5min from crumbl. When we arrived we pushed the check in button an went inside. It was packed u couldn't move there was barely anywhere to stand but no big deal. We waited an waited after 20min I asked one of the workers if she could check to make sure we was checked in because a lady was complaining she had checked in but they didnt have her order an she had waited long time the worker said ok an walked off. Well we waited an waited an we are standing in the very front so she can see we have been waiting long time. She never even checked to see if we was checked in because after an 1hr an 10min of waiting I had to ask her again. She went to look an then disappeared then came back an said I cant find your order. I ordered online so I showed her the order an all the information. She comes back asks me spell my name again then disappeared. She brought the 2 cakes out said she still couldn't find it but to go ahead take it so I showed her my recipet on my phone with date time etc.. an that I paid already, she said the system may have messed up. If this is the case then yall ned to fix the system waiting for over 1hr for 2 cakes that u preorder is crazy if we hadn't already paid we would have just left! We aren't the only ones another lady when we came in was done same and a couple beside us that was there before us eventually walked out with nothing because they got tired of waiting. The fact I was ignored an she didnt check at all the 1st time an just lied an said she would is just as unacceptable because if she would have checked like she said she would we wouldn't had to wait over an hour an been running behind...

Originally I had a 5 star rating... the cookies are wonderful. But when I ordered a catering order, The day of the event, I called to make sure it was ready because I was a little early picking it up. I was then told that they only had 20 of my 50 cookies and I could only fill the other 30 with cookies I didn't want. So obviously, I asked for a refund. The girl I was speaking with went and talked to the owner because they are not supposed to refund catering orders. The owner graciously refunded the order which I was very thankful for. But here is where the problem started. When the girl came back on the phone she told me that "she was very disappointed in me for wanting to cancel my order. She had worked so hard to get my order ready to my satisfaction (20 chocolate chip cookies)." She also said, i have tried to call you at least a dozen times. I asked her what phone number she had called from and she said that it would have been from the store number. I took a minute to scroll through my missed calls of which I had zero from their number. When I told her this, she said that was my problem and not hers. So needless to say I do not care how the amazing the cookies are, I will never set foot back this store. For an employee to talk to a customer in that way is...

Don’t get me wrong, I LOVE crumbl cookies. The only complaint I have is there preorder process. It makes no sense to me. If you Pre order your cookies and pay in advance, then you should get the cookie flavors you chose at pickup. It’s irritating when you preorder 2 hours in advance and pay for them and then when you get to the store they say the sold out of the flavor you chose, so you have to pick another or get refunded. If you pre order and pay in advance, the cookies should be set aside for you. It makes no sense for someone to walk in and order at the store and they get the cookie I paid for. This happens almost every time I order. I love their cookies but this is an issue that could easily be fixed but setting aside your pre orders and putting those orders as priority. I understand ppl run out of ingredients or whatever but when you are giving people the flavor I wanted that I already paid for before them, then that’s...