Crumbl — Restaurant in Middletown

First of all, I understand there being an “issue” with my door dash order. What I didn’t understand was standing around at the pick up counter waiting for service. You’re instructed to wait there for pick up orders and yet no one actually approaches anyone. I watched as they slid orders out and I was ignored at the pickup counter and at the order counter as well. When I was able to get someone, the issue was being unable to find my order even though I showed proof of it being placed at this location and proof of what I ordered. They made my order which was nice and the right customer service thing to do and I thank you for that, but when it comes to proper communication with customers, that doesn’t exist here. No sorry, no wait just a moment and we’ll fix this for you. Just 5 minutes of trying to explain everything back and forth until someone actually made the situation right. Workers were making orders and completely ignoring customers coming in an out. One worker was even with family while on the clock and in the store. The capacity rules aren’t followed and no workers are enforcing them. There were way more than 10 customers in the shop. This could have been solved within minutes, but I had to ask for help even though it was blatantly obvious that I needed it. None of the workers were close enough to the counter where customers were or even aware enough of how many people were coming in and out and who was still there waiting. Quick fix: actually lift your heads up and be aware of your surroundings, maybe even greet customers. Or just someone there to ask “do you have a pick up order?” Clearly there is no good system for online order placement. This must be a horrible place to pick up from for...

The Crumbl Cookies store in Middletown, KY lacks sanitation, professionalism, accountability, and quality service. I placed a pick-up order through DoorDash on 5/26/21 around 1920, and patiently waited inside the store until my order was ready. While standing in line for nearly 30 minutes, I observed three staff member's, all teenagers, loitering and horse playing behind the counter despite having a line of nearly 20 customer's. In addition, they were seen deliberately throwing cookie dough at each other and eating cookies, while wearing the same gloves used when handling food products/cleaning supplies/touching uniform hats. If management were present, they failed to properly manage their staff and failed to comply with FDA, OSHA, EPA and CDC guidelines. Allowing employee's to contaminate food products puts consumer's at a risk for contracting communicable diseases and/or foodborne illnesses such as food poisoning. Therefore, I do not suggest buying baked goods from this retail food store. However, I do recommend that a thorough investigation be performed to ensure that public health and food safety standards are met. Further, all employee's should be counseled and reconditioned to follow appropriate methods and procedures in the workplace. Other training should include performing proper hand hygiene, providing quality customer service, and proper handling...

Less than thrilled unfortunately. Was looking forward to this "new to Louisville" sweet treats company. I deliver goodies to clients often and love to send new things. Being that we still live in a pandemic, I make sure everything is individually wrapped prior to taking to a client. I called Crumbl this morning and was told they could be in sleeves as long as it was the chocolate chip, sugar or twix - the other cookies have toppings that may stick to the sleeve. I was ok with this! I made my order online and called BACK to make sure I put the order in correctly and mentioned the sleeves again of which I was told would be no problem. I arrive to get my cookies and am told that they can't put them in the sleeves and that I would have to do it myself...interesting being that all staff is wearing gloves. I ask how they would give me 1 cookie, of which replied in a sleeve. So again, asking why my dozen cookies couldn't be in a sleeve and then in the box. Ultimately, they would not put each cookie in a sleeve but handed me sleeves and a set of gloves to do it myself. If I would have been told from the beginning this were the case, I would not have ordered/paid online and would have gone to other companies I've used in the past. This is the first and last time I will be ordering from Crumbl Cookies both personally and...