Crumbl — Restaurant in Lexington

To start I LOVE the cookies from here but like many others have previously stated the GM needs to go.

I had a curbside order that I arrived to pick up well after it was ready. After waiting several minutes and seeing many people come and go picking up orders I called the store to see what was going on. They couldn’t find my order. The employee was nice enough, but had clearly not been trained to problem solve this issue over the phone.

So I unloaded my toddler and baby from the car and carried them in the store… something I was trying to avoid by placing a curbside order. The GM approached the register with a condescending attitude. She asked me if I was sure I even placed the order at their location, to which I responded by showing my phone with the order and she rudely stated “I BELIEVE you” like she didn’t just question if I placed the order correctly. She then asked me to spell my name on the order and she immediately found it in the system and blamed me for not spelling my name when I called so they couldn’t find the order. She made excuses how the order never popped up and it “happens all the time”. I genuinely asked if I just shouldn’t place curbside orders but do in-store pickup in the future and she became even more agitated and said she has no control over the technological issues with app orders.

We sat in silence for a few agonizing seconds while the poor girl making my cookies was doing the best she could as quickly as possible. I calmly stated to the GM maybe she should take this opportunity to further train her employees on resolving these issues via phone for curbside orders so moms of young kids don’t have to deal with carrying orders out to their cars with kids in tow. She dismissed my comment and said “Your order will be ready in a minute” and disrespectfully walked off.

She blatantly caused a scene for a situation I was inconvenienced by and tried blaming me for the confusion. This woman does not belong in management period. The owner needs to take responsibility for the poor hire and...

(2025 Update) Service at this location much better. Cookies are still great quality and taste.

09-28-23 (Update) Cookies continue to be fresh and tasty.

The lack of customer service from the GM received was such a disappointment. The other staff encountered was delightful. This has been the only Crumbl my family and I buy from its our personal preference, but after yesterday, I just don't know.

My daughter ordered cookies online and did not receive her full order. We called and spoke with staff (got her name)she stated that due to the promotional special, they were busy and accidentally omitted the cookies. She asked if we could come in. At that time, it wasn't possible, but my daughter let her know that the following day her mom would because she would be in school. She stated she would leave a note with details, and that would be fine.

I proceeded to Crumbl the following day and provide details to be told the transaction can not be found. Then the last four of my daughters card is needed shes in class). I pull the bank statement showing where the cookies were bought from the account listed as Crumbl-Lexington and im told that means nothing they could have been purchased from anywhere, but there is only one Crumbl in Lexington SC.

The female GM at Crumbl Lexington is not customer service oriented, and the store messed up the order. She then went on to say the reason my daughter didn't receive the cookies was because they were out at that time (pink velvet) and the rep we initially spoke with had no authority to tell us to come in to get the cookies to make the order correct. So I guess my daughter was supposed to be without the cookies and her money.

At the end of this entirely too long saga my daughter contacted me. I stayed at the store until she was free from class so I could get the information needed. The GM then provided me with the cookies her staff left out the...

First, I’d like to say that I’ve only visited this store once and I was very impressed when walking into the store. I was greeted immediately by an associate and was introduced to their cookies of the day. I ordered two cookies and waited in line to pay. I was then asked by another associate lady who appeared to be a supervisor to come to her register so that she could check me out. Unfortunately, their card reader machine was down and the lady would have to manually enter my card information into the system. Well this is where things got awkward. The lady complained about not being able to read may card numbers on the card because the card itself was a black card. My card is somewhat new, but some of the numbers are beginning to fade. So of course I was patient with the process. The lady then asked me for my zip code. When I told her my zip code she criticized it in a condescending way as if my zip code was a issue with her. The other associates looked around awkwardly. I decided not to say anything or make a scene. Although, at first glance of this associate I wasn’t very interested in interacting with her because of her brash unpolished appearance. But I’m a professional so I decided to remain calm. I wanted these two cookies for part of my Valentines presentation. I didn’t come to be judge about my zip code. The other associates there seemed to be very friendly and hardworking. But it seems they may need older associates working there who have experience with working with the public. The cookies were amazing, but I will not return and will share with others of that...