Crumbl - Hillsboro Village — Restaurant in Nashville-Davidson

We had some family over for New Year’s Eve and wanted to surprise everyone with something a little different as a treat. We decided to give Crumbl Cookies a try after all of the great reviews we’ve been hearing from many different people.

Ordering through the app was super easy. In no time I had my order placed in advanced for 2 Party Boxes; four of each flavor that week. When I arrived the staff was very welcoming and friendly. They began boxing up my cookies immediately while also allowing me to order 4 more; the kiddos in the car were hungry and I didn’t want them diving into the Party Boxes. We all indulged in the cookies as we drove home. My kids exclaimed with each bite that these are the best cookies ever!

That night the Party Box was a huge hit. The cookies are large enough that we could split them and everyone could try all of the flavors. We enjoyed talking about which ones we liked best as we continued to sample our favorites again. The rotating flavors make this a much more entertaining way to treat your guests to a treat. So many different flavors to experience so the next gathering can still have Crumbl Cookies without being the same as the last time.

I look forward to the next time we can host some family so we can try another Party Box full of new flavors. I read one review that suggested these cookies are more like cake; like that’s a bad thing. I would take a Party Box of Crumbl Cookies over a cake any day. Stop by as soon as you can to treat yourself. Just don’t forget to treat your favorites to...

This review is not about the product it is strictly based on customer service. I found myself having trouble with the IPad ordering process as I'm not very keen on this. But I said no worries and asked for help. I politely greeted everyone and asked if someone could be of assistance. I was totally ignored after eye contact. I repeat, ignored after eye contact from multiple employees. It took about 5 minutes and I was finally able to complete my order correctly. A good 10 minutes go by and I noticed a fine young gentleman walked in and had the same issues from these young individuals that are employed at this fine establishment. Now he received his order before me, so I politely asked, "Sir, I placed an order over 15 minutes ago and other customers have received their's before me." Is there a problem with mine. Well 2 of the employees litterally told me, "I don't know what to tell you, maybe you messed it up yourself." Then walked away, while ignoring another customer. This kinda blows my mind as this place has amazing products, but I will say this, there is no way I could right a good review about this establishment because of the disorder I'm currently in. It doesn't matter if you sell the most amazing cookies, when a young staff that is left in charge has well below sub par communication skills. Words to describe my encounter and to witness others go through the same are, Dreadful, horrendous,...

Ordered mobile pickup for 6:30, checked in when I arrived. It has now been 45 minutes and they just now began making the order, because even though I checked in through the app they never had it made. Probably 20 other customers have received their order since I arrived, expecting the box ready for pickup as described on the app.

At 7:30 they finally gave me my order. The celebration confetti cake looked like it was falling apart, sinking in the middle. Instead of communicating that they had no cakes ready, they tried to give me my order an hour late and with food that was far from the Crumbl, high priced but high quality standard, as you can see in the picture. If I hadn’t checked the food, I would’ve never known.

I showed them my concern, the workers turned around and laughed at something, then went and talked to the manager. They did refund me thankfully, but were very unhelpful and standoffish, as if it was my fault that the cake was not cooked. Will not be returning here, no idea where these five star reviews are coming from

UPDATE: Changed this from a 1 star review to a 2 star review because the location refunded me and Crumbl Customer Service sent a voucher for a...