Crumbl — Restaurant in Madison

The ladies in this store on 10/10 between the hours of 11:30 am and noon were not friendly or helpful. In fact, they were useless. They acted as if I came off the street trying to scam them for free cookies. Twice I have had a problem where they could not locate my order. The first time I had to go back to my car to get my phone to show them my order confirmation. What a coincidence when I returned to the store they were preparing my box of cookies. I placed an order last night for pickup today and they could not locate my order - yet again. I provided an order # and even showed them the debit from my account for Crumbls in Madison and still nothing.

I contacted support online only to be told they could not locate my order either with the order# I provided which was a snapshot from the confirmation of the order. Since I had proof of a debit from Crumbls in Madison, online support credited my account for the transaction. We had called the Huntsville Crumbls store to make sure we didn’t accidentally order from that store and an employee confirmed there have been numerous complaints about the Madison store with people placing orders online and the employees not being able to locate their order. If this is an ongoing problem that management is aware of, why hasn’t it been fixed?!?!?

Rest assured, this store will no longer get any of my business even though the Madison store is conveniently located near my home. Not only because of the order issue, but the 2 employees acted like they could’ve cared less about looking into my issue. Long story short, you took my money, but wouldn’t give me my order. I’m sure my review will mysteriously disappear in an effort to keep your review...

Updated Review: I have visited and had my share of issues that weren’t corrected or handled properly but this is the last straw. I arrived and promptly received my order which was great but when they showed me the cookies I noted that some were sloppy and had significantly less toppings than the others and asked if they could fix it. The girl goes to the back and says she can’t fix the cookies. Mind you, I am not asking for anything free or to be replaced just asking them to look like what I expected. Sucks that you are willing to lose a longtime customer for giving out sloppy cookies. Why even show them to me if you aren’t going to correct issues??

Old Review: If you love variety and trying different cookies every week this is the place to go! I have only visited early in the day but I have heard that you may not get what you are looking for if you go too late. The only cookie that I’m not a fan of is the chocolate chip cookie. I ordered it when they first opened and it tasted too floury and needed more salt. I haven’t ordered that one again but I love the chilled sugar cookie. It tastes like almond in case you aren’t a fan of that flavor. The best cookie hands down is the eggo waffle cookie. It’s indulgent and kinda ridiculous to be honest but it is so good. They serve it warm with a dollop of “butter” buttercream and syrup. INSANE! Peach Cobbler and Lemon Chiffon are always on my radar as well. Great location & customer service. You may have a bit of sticker shock at first but they are worth the price. The cookies are large and are actually 2 servings each. Oh and they...

Don’t bet on a calorie deficit here! Lol.

Super convenient ordering options - app, kiosks on location, or at register. Friendly staff were accommodating on my 1st local visit. Ordered the party (dozen) pack for hubby’s birthday. Each and every cookie was fresh and mouthwatering. Don’t bet on a calorie deficit here! Lol. Our favs are the Cake Batter, Chilled Sugar, and Pink Velvet. The Twix was all out. They didn’t have Red Velvet available [yet]. And the staff are sworn to secrecy should you attempt to inquire on future offerings. Highly recommend checking the menu on the app so you know in advance what’s available at your particular location(s). I was introduced to Crumbl while in Denver, CO in Fall of 2020, and was so delighted to find out that there was one in Madison, AL. Now there’s another in Carl T Jones. I noticed that there is a $5 difference w the party packs between AL & CO. Still worth the indulgence on special occasions! Don’t buy just 1 for your self. Go all out and treat your family and/or team to the party pack and work it off next week! I guarantee they won’t forget...