Crumbl — Restaurant in North Carolina

I ordered a 4-pack thru the app. The store was crowded so I waited a few mins before picking it up. They called my name just as I was walking thru the door, #win!! I’ve been to this tore several times and they have ALWAYS opened the box at the pickup counter to show & confirm the order is correct. Box was closed with frosting all along the top, she handed it to me and walked off (no thank you or anything). I get to my car and open the box. 1 of the 4 cookies is wrong. I pull up my order on my phone just to confirm the error wasn’t mine… it wasn’t so I go back to the pickup counter. I wait for several mins, no one offers to help. I catch one of the young ladies working who is delivering another customers order & about to walk away (even though I am clearly standing there in need of assistance). I show her my order confirmation & my incorrect box of cookies and she gives me a text book blank stare then the ‘what do you want me to do?’ type shrug. !!! So I add, “so can I please get my other chocolate chip cookie? I paid for 2.” She lets out a sigh like I’ve just told her Santa Claus has just been one big life her whole life. She snatches the incorrect cookie out of my box & hurls it in the trash! Why not just let me keep it instead of wasting it??? She then gets the choc chip cookie, puts it in my box, and walks away. No “sorry you had to come back… thank you for your order…” nothing!! I’ve been to this store several times and have never had a bad service experience until now, so I gave 3 stars instead of the 1 this visit earned. Hopefully this was just a one off experience & not what I can expect...

Hi! I've driven to locations in neighboring states solely for Crumbl cookies so was super excited to try the new location in Concord! I received a gift card and was just waiting for the perfect cookie to come out to use it on. This week's cookies and cream milkshake was a clear winner. I placed the order in the app and selected curbside delivery. I even entered in the make, model and color of my car as it prompted. When I got to the store, I checked in on the app to notify that I was there. A little car icon came up to tell me that I was 2nd in line for someone to come out. After 20 minutes of waiting I decided to go in and see what was going on. The first two people I tried to get to help me ignored me and turned their backs on me when I tried to ask for help. Then when I was able to explain to someone that I had been waiting in the car for 20 minutes, I was told that the reason no one had brought cookies out was because I had selected in store pick up. So I know that technology mishaps happen, and I know that people get busy. But maybe try an honest approach of "Wow, we got busy and missed this!" rather than telling me I had made the mistake when I held the device that still shows a curbside pickup in my order history. So 2 stars because I think the cookies were good. They were wonderful Crumbl cookies that I've come to love, but I was so upset after that encounter that I didn't enjoy them at all. So this new store may be 3 miles away from my house, but farther locations have been much more enjoyable...

I ordered a single cookie to go. As I saw what I thought was my cookie being prepared I saw them place it on a regular kitchen paper towel and proceed to call my name. I told them I was taking my order to go, which at that point I already paid for, and that I needed a box. They then told me they were out of single boxes and still wanted to hand me the cookie. I told them I was taking this home and I can't just put it on my seat in a paper towel. I ask for a larger box and they said those were reserved for door dash only. One of the staff then adressed me and the rest of the store and unapologetically said "we don't have anymore boxes for the next hour so either accept a cookie on a box or don't order or...whatever". At that point I requested a refund and asked to speak to the manager. As I the situation with the "manager on duty"( as she kept calling herself, she made excuses that they were just under aged girls and corporate said corporate is the one who said they should serve customers in this manner. As I pointed out the way they addressed customers she the got irrate and when I asked her to calm down and step to the side she then started gaslighting said I have been causing trouble since the beginning and said she would call the police. I left the store, and got in contact with the actual shift manager who said he ordered them to give larger boxes in the first place and that should have never happened. My family and I was promised a call back from them and corporate and have never...