Crumbl — Restaurant in Kennesaw

Was so excited to see we had a Crumbl cookie in the west Cobb area. But finally got over there yesterday and was highly disappointed on every level. First of all we had never been to one of these stores so we didn’t know you HAD to order from the iPad on the wall, so we just walked up to the counter where the workers were and they all just blatantly ignored us. Acted like we weren’t even there! All while blaring inappropriate rap music and just talking amongst themselves. We should’ve just left after being ignored but I really wanted a cookie so we went ahead and placed an order on the iPad since no one would speak to us. The system wouldn’t let you order the minis unless you did a catering order for a future date, which was annoying so we got stuck with ordering their HUGE cookies instead. We got 3 chocolate chip and 1 of the pumpkin with cream cheese icing. My husband is a cookie connoisseur, aka he lives for them, so I let him try the chocolate chip cookie first, expecting him to rave about it… he set it back down in the box and said “it’s not great”. So I tried it and unfortunately I felt the same way. It looked like it would be phenomenal but the taste was not even as good as a Great American Cookie Co cookie. It almost seemed like it was a low fat version, maybe missing some sugar or something. The consistency was right but the flavor was amiss. We were both so underwhelmed that we didn’t even finish the chocolate chip cookies. However, I will say the pumpkin cookie is AMAZING, but the chocolate chip cookies went right in the trash (what a waste of $14!!!). I’ll stick to making chocolate chip cookies at home and won’t be back to this location. Don’t recommend going unless you don’t mind poor customer service and being ignored. Management needs to reconvene with their team in the store and tell them that greeting customers and helping explain the ordering process to a new customer is important so that people feel welcomed into the store. Instead we were made to feel as an inconvenience for coming in. We...

I’m so disappointed about my visit tonight. I was super excited for the Banana cream cookie and knowing today was the last day to get it (& since it was a Saturday I knew it’d be busy) I ordered my cookies online just to be extra sure I’d get my hands on it. Well when I got to the store to pick them up they told me it would be 25 more mins for the banana cookies so I patiently waited. After an hour of waiting and seeing others leaving the store with their cookies I came inside to check on my cookies just to be told that the banana cookies had sold out. I get it maybe it was not my day for the cookies but when I asked the employee to refund me my money he said he could only give me a voucher for a cookie for next visit and I had to choose another cookie to replace the banana ones…ummm what??? I’m sorry but refusing to refund because YOU ran out of the flavor is not the customers fault. especially when I waited over an hour for cookies that were going to come out in 25 mins. When I explained to the employee that that was not fair he said I would need to speak to the manager and she could give me what I wanted (rude) I watched him go to the manager and tell him and point me out. She looked at me and ignored the fact that I was there!! I waited another 30 mins and she never approached me or try to explain. Then the employee came back and asked “ok so what cookies are you going to replace” Crumbl you were my favorite cookie place to visit but after this experience I won’t be back. The customer service...

I have been so excited to use Crumbl for random acts of kindness and thank you deliveries! Over the last few months I have sent about 10 dozen sets to various businesses and friends. Today I sent a dozen cookies to my team. The cookies were dropped off in the Venue next door and came with no note. So when I walked up from to ask the team how they loved their cookies they looked at me and said we don’t know who they are for.

On the app is a place to write a note that comes with the cookies…. I always write a note and now I understood why not one of the 10 sets I have sent were ever acknowledged…

I called the store and the staff member who answered the whole chewing gum explained that the note printer had Been broken for quite some time and they were trying to find a way to make it on the app so you couldn’t leave a note.

When I asked her what I should do about all the ones that we’ve sent in the past or how long it up and down I really narrowed it down to about 10 sets that people haven’t been notified for. She said that she could write the persons name on the box but it was too much work to write a note… wow!

So I won’t be using crumble cookie anymore since I’ve really just wasted about $400 trying to do nice things for my friends and other...