Crumbl — Restaurant in Thornton

EDIT TO ADD: * Received a response from the "owner" asking to send an email to the store. Sent an email on 5/29/2025 - still haven't heard back (6/23/2025). Clearly great management and ownership :/

I have had the most awful experience at this location twice. Once was the middle of last year, and once a couple weeks ago - during the "Kardashian Week" of Cookies. I had placed an order for pick up and arrived at the end of the pick up window (to hopefully ensure they were ready). I went inside to find about 10 people waiting inside, a couple ordering on the kiosk, and the rest waiting for cookies. I was not greeted, nor even acknowledged. There were 3 people "working" - one was assembling orders, the other two were standing around doing NOTHING. Literally standing around and talking non-cookie related business. I saw the queue - to which I was not on it. There were two people on it, and about 5 minutes after waiting, I was added. From there, 5 people received orders that were not in the queue. Some were individuals that had put in orders while I was waiting. After waiting 20 minutes inside - I received my cookies. The cake was disheveled, it was falling over - and SUPER dry. Two of the other cookies were well made and the last was a hot mess. I honestly don't blame the kid making cookies - as he is carrying the store on his back solely - however, when you pay $20+ for 4 cookies...that really sucks. Truly - I think the issue is, you need better people. I understand hiring and people wanting to work is an issue, but at the end of the day, this is your business and a problem you need to fix. It's been this way since at least middle 2024 and eventually it'll catch up. I am not going to continue to spend money with your franchise, when I can easily go to one down the street and receive much better quality...

8:43p order placed, 8:51p arrived at the store. It was packed and I overheard an employee it would be a 15 minute wait for the banana cream pie so I knew I'd be waiting for a few minutes but the wait I encountered was crazy. I didn't walk out of that store until 9:31p. People who came in after myself and others that were there prior to myself, were getting their orders first. Door dash drivers opening the boxes right there in the store. There was no rhyme or reason to how orders were being given out. The pick up board wasn't being used... very bad experience tonight hopefully the cookies make up for it. Tried again a week later, much better. Apple could've used a bit more actual streusel topping vs just brown sugar and maybe cook the apples a bit...

To begin, we love Crumbl Cookies and until this location was built we always used the store in Edgewater, which they are beyond incredible. This location is different, it's not bad but can be a lot better. At this location I always go into to pick-up my order and the store it just all teenagers, which is not bad but there definitely needs to be an older adult in there to maybe boost moral or even to make it run a little smoother. They have brought me out the wrong order a couple of times, or there have been times that the cookies look as if they shaken like a Christmas present before being brought out! I have hope for this store and those poor kids need to smile, you haven't worked long enough...