Crumbl — Restaurant in Memphis

I am (now was) a frequent customer here and my experience today was very poor. I ordered a tres leches cake and when my order was ready, a young white guy with brown hair (did not get his name) threw/slid my order across the counter with the top to the box open. The whipped cream on top was completely melted, it was a mess, and the presentation was extremely poor to say the least. I decided to get a refund instead of accepting it and the same guy looks back at me and says, “Yep?” instead of a “How may I help you?”. I explain, he gets the manager (brown hair older lady), I then explained to her how disappointed I was in the whole entire experience. The way that my order was thrown/slid across the counter, the lack of customer service, and the poor presentation of the product. The manager proceeds to question me on how does the cake look unpresentable and making an excuse as to why the cake is a melted mess. I then pointed to the display cake and tell her it’s supposed to look like this, I get them all the time. She then agrees and says yeah it doesn’t quite look like that one. She then tells me if they could have more of a focus on customer experience it could be better but they don’t and that the guy said “Yes” instead of “Yep” as I heard him say. She said he is just focused on getting orders out. I was presented with nothing but excuses and no acknowledgment on their behalf. To be a frequent, paying customer I will not be returning here. Very unprofessional. I went to the Germantown location afterwards and had a MUCH better experience. The Germantown location values and takes pride in their product, presentation, and customer experience/satisfaction. This Mendenhall location could learn a...

Went in this evening and had a terrible customer service experience. We ordered a box of 4 and two single cookies. We identified each of the cookies we wanted inside the box and then had our daughter select two more. We were very specific in asking the cashier to place the first 4 cookies in one box together (with a “thank you” sticker on it) and then having the other 2 in individual boxes. She charged us $36 and some change and after my husband swiped his card I realized that was too much. A few minutes later she brought out the normal 4 box and another huge box. I opened it up and there were 6 cookies! I called the same girl back over and told her she gave us too many. Her response was “well you paid for them so do you wanna keep them?” To which we answered, “no, we would like a refund for the 4 extra cookies that we didn’t order.” She did in fact charge us for a box of 6 and a box of 4, when we only ordered 6 cookies total (a more than $15 difference). She said that there was nobody working that could process a refund and we would have to come back tomorrow between 9am and 1pm. We informed her we wouldn’t be able to return during that time frame due to have appointments at St Jude the entire day. Her response was to again ask us whether or not we wanted to keep the extra cookies without getting the extra $15 refunded. Absolutely furious with her listening skills (or lack thereof) and nonexistent customer service attitude. She wasn’t apologetic at all and never even owned up to her mistake. I’m saddened because every 3 months when we come to St Jude for appointments, we make it a point to visit this store but now I don’t think we will...

I was really excited to try this place since it's brand new and I love cookies. I went during the grand opening, now I know everything is not going to be a thousand percent that's fine. I ordered through the app and I chose curbside because I figured it would be pretty packed and I knew I didn't want to be crammed inside a tiny waiting space. When I arrived there was no place stating where curbside orders were to be picked up or where we were supposed to wait so I had to drive around and find a parking space and the lot was packed. I finally found a space, in the app it said I was fourth in line so I just waited until I was first assuming someone was going to come outside and give me the order because again I ordered curbside. That never happened and then I got a message in the app saying thank you for your order but I didn't receive anything. So I went inside and waited in line to ask what had happened or what I should be doing. I told a young lady I didn't get my order and she said "well we handed it out to someone with your name" and I asked her who she handed it to because it wasn't me and it's not like I have a very common name so how did you make that mistake and then she got all huffy and was like well you have to order again and that's what made me mad because I'm not about to pay for something I've already paid for that you messed up. Instead of apologizing for the mixup she just kept saying she didn't know what I would do. I finally got my order and was too happy to leave.

The cookies were good but the service was trash and it could be organized better. I'm hoping it'll be better put together...