Crumbl — Restaurant in Vestavia Hills

I had a terrible experience on February 27th at the Crumbl Vestavia location. I walked in with my partner and there was no greeting, no acknowledgment, nothing from the two employees. We didn’t feel welcomed in the store at all. We left out due to the disrespect and then reentered moments later wondering if this time they would say anything. There was still ZERO acknowledgment. Not even a simple hello or can I help you. However, when a white family walked in “Hi welcome to Crumbl” was said and they were being asked if they need any help. When we asked the employee Brooke why we weren’t spoken to but other ppl were, she blamed it on her supposedly new coworker saying “she’s new” and “we are busy” and “you actually are suppose to order on your own” and that “we weren’t trying to target you.” I let her know that the blame wasn’t solely on the “new” girl but on the both of them. This isnt even my first time not being acknowledged but experiencing FIRST HAND white customers being greeted. It should be noted that this review is ONE STAR solely on me rating the service at this store and is not based on just one experience there. The store would also get ONE STAR if I were rating the cleanliness or should I say lack thereof that I observed in there . The store had cookies all over the floor and the employees didn’t change their gloves once even after touching several surfaces, going in the back, and taking orders out. I probably wouldn’t have ordered anything here even if the service was good. I was shocked to see that this location has such high reviews in the first place because everyone I talk to in person AVOIDS this specific location. Brooke informed me that they do not have management at this location so I guess it makes sense why it’s being ran poorly. The cookies are too expensive for the service to be this piss poor. My money is as good as anyone else’s and I won’t spend it somewhere that I am being treated subpar. To Crumbl I would say, if your employees are TOO BUSY and short staffed to acknowledge customers that aren’t white maybe adjust your payroll...

I would give a better review, bc this was the only time I’ve had this happen…but it doesn’t take much to leave a bad taste…My daughter (11) wanted to use her Christmas money on crumble so I took her today after school. She ordered two large cookies, one chocolate chip and one skillet cookie. They called her name, and I guess as an 11 year old they handed her the two boxes both closed and walked away. We left. We get home they are not correct. I called to say the order was wrong. The lady said bring the cookie BACK and exchange it if we didn’t eat it! Eww for one. I don’t think that’s sanitary. Two- she said well we always present the cookies before you leave. I said well the lady handed her two boxes closed or else we would have said something. She said well did you eat them already? I said she ate one and JUST now opened the box to give her sister the other and it’s wrong. I said idk if the lady was on her earbud when she gave the cookies but nobody showed her anything just gave her the boxes and walked away. The lady on the phone said “that’s not true, I was standing right there and her phone was not in her hand”. Like what? She said take a pic of the cookies and send them to the crumble email and they’ll get back to me OR bring the other cookie back, (My original want, I just wanted the right cookie. THEN She said since it left the store you have to send an email w pics to the store. I was like can’t I bring this back and get the right one? She said no. Take a pic of the boxes and your receipt and email it to crumble. A TERRIBLE experience. She spent almost $10 on 2 cookies and she was excited to get one for her and her sister. 0/10. Find another location bc this one is lax and the customer service is sub par. For Vestavia, you would expect better. Here the customer isn’t going to be right even when they are clearly not wrong. Receipts to...

Delicious cookies; horrible customer experience. I went into the store for the first time today and the most bothersome part of this bad experience was that my order was completed and the employee would not hand me my order. The employee continued to box up other cookies, and he said he couldn’t because it would put things out of order. I watched him continue to box and even drop cookies so I asked again for my order. He said one second and left and came back and continued to box cookies. Finally, another employee came up and I asked for my order. He asked my name and handed me the order. Besides that, no one was there to take my order or explain ordering when I had questions. I had to wave down employees if I had any questions and felt like I was bothering them to ask questions.

Follow up: The owner of the store called after my review and said that it is there policy to hand out order in order that they receive them even if a smaller order is completed ahead of a larger order were (in this case) they were waiting on cookies to finish being made. This does not make any sense to me, especially since I was the first person in the store to order. I assume the order in front of me that was not complete was an online order. I can't understand why a small order that is completed cannot be handed to a customer ahead of a larger order that is not completed, but that could just be me. Also, the owner offered for me to come back to the store and receive a gift. I...