Crumbl — Restaurant in Lexington

This is the absolute 💯 worst crumbl cookie I've ever been to. If you look on my account I'm in there every other week. So today since I was in Lexington (I live in Corbin) thought I'll just get my cookies here instead Richmond. BIG MISTAKE. I should have know there was issues when you had all these people standing around counter with their boxes of cookies. Well come to find out they had to come in twice to get their order corrected said this one lady. The other lady was trying to get the girls attention to get her order fixed and they ignored her. We'll if I hadn't already ordered mine I would have walked out. The workers was handing out brown icing smeared all over the boxes cookies, and the wrong cookies. Anyway, I get my 3 boxes go get on interstate headed back to Corbin, running late for appointment. We are 20 miles down road and my son said mom these aren't what we ordered. So, I call the store and ask to speak to manager, the young girl said I'm manager I said you don't sound like one (very unprofessional). Anyway, I told her and she said you've done been refunded for your cookies. I said how this first I've called, she said I'll send you receipt and hung up. So, I look and it was for my box free cookies I used my rewards on. So, I call her back and she is really being ugly at this point and I explain to her she didn't not issue a refund them was my free cookies which was not even what I ordered. She said listen I am working and hung up on me. So, then I called the Richmond Crumbl Cookies to ask for manager there and the lady stated her manager wasnt in but she was amazing apologizing stating that was not the manager is was probably high schooler working. Stated she would have someone contact me back which they have not. But she was so polite which meant alot. These Cookies are way to expensive not have what you ordered or treated in this manner. I will not be back...

I've visited several Crumbl locations and always received the best service and product, but my experience in Lexington was total opposite. Had I came here first, I'd never support another Crumbl again. On 1/4/23, I ordered four WARM cookies. One of the four cookies had a 10 minute wait, which was no big deal. Despite the wait, the boy working the front counter (I didn't catch his name, but his hat was adjusted to the last notch and still barely fit) decided to box the other 3 and leave them sitting out on the counter. I kindly asked him if I could get all four fresh and warm at the same time. He rolled his eyes, shrugged his shoulders and proceeded to write my name on the box of three cookies and continued working on other customers orders. Sure enough when the last cookie was done, he put it in the box with the 3 left sitting out. He started to hand them to me and I kindly asked the second time for fresh cookies. He slammed my box on the counter getting toppings all over the box, proceeded to take the 3 back out and put them back in the warmer (to serve to another customer after sitting out). He handed me the new box. I thanked him and he rolled his eyes and gave me a mean look. I left, and decided to call the manager. I wish I would have asked for him on the spot. The manager offered to give me a new 4 pack on my next visit. I explained I'm never at that location and live far away and rarely in the area. He still insisted on handling my issue with free cookies on my next visit. Not only was the service horrible, but the cookies were flat, dry and not nearly the toppings of other locations. Actually, looked pathetic. So much for southern hospitality. I was met with nothing but a rudeness and...

I purchased a box of 4 cookies in store. The employee who prepared my order was also taking out curbside orders. He took out the order and returned to the kitchen without changing his gloves. Maybe this wouldn’t have been a big deal had he been using tongs or a spatula to get the cookies off the sheet to prep the order. It honestly did not occur to me until I saw him grabbing the last cookie for my order. When he handed me the box, I asked if they changed gloves and he responded yes in a quite hateful tone. Initially, I was going to take the cookies but before I could even return to my car, I decided it was unacceptable. I went back in and asked that they be redone. I did not ask to speak to anyone higher up, for anything free, for a refund, etc. Just that they be remade. The same employee huffed, mumbled to another, and stormed off into the back. Another very kind employee asked my name and redid the order for me. I apologized but explained that it is unacceptable. She was in agreeance with me. Cross contamination is a huge safety issue in food prep. He touched the door handles which everyone enters & exits the store also touches. Then he returns to the kitchen and touches the iPad screens, the handles on the cookie cabinets, the cookie sheets, the actual food, and everything in between. Even in non-covid times, this is just gross. I’m well aware that this probably happens in a lot of kitchens but this isn’t something I was going to brush off. He was also the only employee wearing his mask improperly, which is pretty telling of how serious he takes safety precautions. I appreciate that my order was redone with no hesitation. All the other staff were polite and the cookies...