Crumbl — Restaurant in South Carolina

Placed an order for curbside pick up. Drove up, parked directly in front of the door so we could easily see and be seen, and clicked the button to let them know we were at the location. No customers in the store, 4 employees standing around talking. They received the notification that we were there as they moved to box up the cookies. Placed the box on the shelf and went back to talking. No one brought out the order. After a short wait, 3 other customers went in to the store. I then went in to pick up the cookies that were supposed to be brought to me. As soon as I walked in, they called the name on the order and brought them to the front from where they had been sitting on the shelf. I told them that I had ordered curbside and shouldn't have to come into the store. Since I had placed a tip on the order, I requested a refund of the tip because I was not given good service. The apparent shift leader gave me the refund while the other employees made excuses about how busy they were and how they were complaining about the manager not ordering enough ingredients for the store. I told them they should worry about the customer who has placed an order when they know they are waiting instead of gossiping about their management. When I left they started laughing about the situation. I turned back around and asked for the manager. The apparent shift leader was on the phone with the manager by this time. I asked to speak to the manager and was told that they wouldn't speak to me since they weren't on the clock. I was given the store number and told "call them tomorrow". I have sent an email to the email address listed on the website asking to be contacted but have not been contacted at this time.

Rude workers, and poor customer service from management. Do not recommend.

Edited due to the owner’s response below.

I have called the store. I was told the manager was not available and given her email address. I sent an even more detailed email to the manager as well as to the email address listed for a nearby store (Woodruff Road) that is owned by the same people since this manager has not responded. I gave my name, phone number and email address and asked them to contact me since I have not been able to reach anyone on the phone. So far, I have had no response other than the one below. If you really want to regain my trust and show that you are working to rectify the situation, get my phone number from that email...

Beware before visiting this store during non peak times. This location picks & chooses who they want to greet. One of my family members & I decided to stop in. We were the only ones in the store & Joe, the cashier had the nastiest attitude towards us. We asked for the manager & Chad was the same way & did not do anything to rectify what was happening. Not one apology was given. This experience felt very discriminatory. I reached out to the franchise owner & have yet to receive a response. I am left to think he condones this type of behavior, which is probably why Chad (the manager) was so comfortable being rude. Clearly, not all people are worth a greeting or a good experience at Crumbl. The franchise owner owns both locations in town & I will be sure to not return to his establishment. It's sad because my family were loyal customers who racked up & redeemed points from their rewards program. We were excited that one opened closer to us, but human dignity is by far more important than what they...

I ordered the Tres Leches Oreo cookie online through the app for pickup. I live closer to TWO other stores. Both the Spartanburg location and Woodruff Rd. location are closer to me, however neither location had the Tres Leches cookie available. So I placed my order online at the Simpsonville location, drove around an hour and when I arrived I was told the Tres Leches dessert was sold out. I ordered this cookie for my PREGNANT wife and drive a total of almost two hours for the cookies that I ordered to be sold out from under me. It feels like dishonest business to take orders for a product and then not reserve the product that was ordered for the customer who ordered it. I have spent hundreds on Crumbl but after this experience I’m never ordering Crumbl again. They didn’t even offer a refund. Just a different cookie. Meanwhile I’m out gas, $30 for the cookies (not to mention the dessert cookies cost an extra $1.49), time, and all I got in return for making a trip to Crumbl is...