Crumbl — Restaurant in Town of Brighton

Never going here again. After pre-placing my order for 8:30 and arriving at 8:20, I did not receive my cookies until 9:20. On top of standing for an hour, the small room was also jam-packed. After about 45 minutes, I noticed a worker packing my order; however, they immediately abandoned it when all it needed was the drizzles. I alerted a worker (who I’ll call Worker X) that my order was just sitting on the counter. He then said, “Then it’ll be out eventually,” leaving me to wait 15 minutes longer for something that could’ve been done in 30 seconds. Once I finally received my order, I realized in my car that two of my cookies were incorrect. I went back in so that they could be exchanged; however, while telling Worker X, I accidentally touched one of the cookies. Worker X immediately started complaining that now he couldn’t take it back, as if I didn’t exit the building with it entirely (which is a health code violation). This wasn’t even the first unsanitary condition I noticed that night. I witnessed the same worker (Worker X) drop a box of cookies on the floor, leave it, and step over it, then pick it up minutes later when he thought no one noticed and continue to serve it. When I was requesting my cookies be corrected, it was explained to me that the cookie I ordered was out and that no one had bothered to tell me for the hour I had been there or ask if I’d like another flavor before I left. Instead, they took it upon themselves to select a random flavor and hoped I wouldn’t notice. Eventually, the manager came over and fixed the problem. I hope that Crumbl will learn from nights like tonight and become better equipped to deal with such a crowd, such as having more workers or actual...

I went there and asked a worker if I could purchase a 4-count box and get an extra box to separate the order. Someone else walked up, I'm assuming the manager/person-in-charge, and told me I had to purchase the extra box. I was fine with it, so the manager spoke to the person at the register on how to ring it up, and I paid. A different worker was boxing my order and asked me how I wanted it packed. I told him "you can put these two cookies in the 1 box".

The manager didn't like that and walked back up to me and told me that it's against policy to stack 2 cookies in a box made for a single cookie and that he was informing me so I wouldn't "make it difficult for his workers".

The manager did not clearly tell me this was a policy when I was ordering and charged me for two extra boxes, even though I had initially only asked for one and assumed that's what I had been charged for. The worker who packaged my cookies also didn't know about this policy, which is why he stacked the cookies into the 1 box, but the manager just assumed I was being "difficult" towards his worker.

A polite explanation of their policy to me would have solved the confusion/miscommunication right away. Additionally, the manager offered to refund me for the extra box he charged me for, if it's "a big deal". The box was 25 cents, so it came off as spiteful rather than sincere.

The other 2 employees I interacted with were very nice, but the manager was very accusatory with me. I don't think I will be back to this store...

My Daughter in law loves this place. Last Saturday was the first time I've ever had Crumbl. I opted for a six pack of their extra large cookies. Price was probably fair for the size. What was disappointing was that by noon when we got there they had sold out of their large cookies and offered two small cookies to replace that extra large one, something I thought was a complete downgrade. I opted to get a variety so we could share and taste the treasures I was told about. First bite was a caramel pumpkin cookie that had barely a hint of pumpkin. I guess I like a spicier pumpkin cookie. The frosting I think was supposed to be a cream cheese like frosting but I found it to be more like a sugar glaze. Really not a ton of flavor other than sugar. The concept of these cookies are to be a bit undercooked I believe to keep them soft. My pumpkin cookie actually had a raw taste to it. I was looking forward to that wonderful fall flavor with only some disappointment. Maybe I'll try again to see if they stand up to my picky palate. My husband tried the mini chocolate chip and just stated he didn't think they were worth the price at all. I usually take photos but forgot to...