I came in last night 8/29/24 at 9:35-9:40pm. There were three employees on shift. One of them was a Hispanic younger female with a couple arm tattoos and long glue on lashes, she was incredibly unprofessional, rude & full of attitude. (Didn’t get a name) this is my second come around with this particular employee, both times have been AWFUL.

The first time I had dealt with this girl was august 3rd @ 10:40pm for a pick up order. When I received my order she showed me the box and asked how they look. Usually the response is “great” however this time two of the cookies (cinnamon toast crunch) has a drop of icing on the middle and looked pathetically unappetizing.. when I said “honestly not great” she hit me with “K there you go” closed my box and didn’t give a single care about what I said. I was shocked and decided I would call about it later. I ended up not calling because it’s out of character for me to do so and I decided to move on.

Last night when I dealt with this same girl (employee of Crumbl) we ordered two s’mores cookies. My daughter bought them with her bday money and was quite excited. When this employee handed us the cookies she once again haphazardly said “look good, k have a good night” the cookies did NOT look good. There was ZERO marshmallow on them and they looked sloppy and burnt. I almost walked out pissed, instead I decided to say “honestly these don’t look very good” I was immediately met with a massive attitude & her response was “REALLY? How’s that?” I said “do you not see what’s wrong with them? Where’s the marshmallow? They look burnt” she said “no they aren’t” I said “you’re going to say these look like the display cookie? She said “yeah why not?” And laughed in my face. I finally got upset and said “do you always have an attitude problem? Where’s your boss/supervisor?”

At this point another employee, woman in maybe her low 40’s came over and took over and apologized. She agreed the cookies looked nothing like the display or photos of the s’mores cookie. She fixed our issue with kindness, professionalism and did right by us by replacing the cookies with ones that looked right & gave us an extra.

My issue is it’s a bad look to have an employee working for you that has been rude to a customer each time they’ve dealt with them. It shows that she’s working night shift and doesn’t care how she acts because she thinks she can do anything since a boss isn’t on shift. The situation could’ve been met with kindness off the bat and her response could have been “you know what they don’t look great, let me fix that for you” and given us new cookies. Instead she got smart and caused a problem. While I’m thankful for the other lady fixing our issue, this employee is enough of a problem that I will NOT be coming if she’s on shift again. If I was the owner I would be rethinking the face I’m putting out to the public when I’m not around. Your employees are the face of your business & this is not one I would want to be involved with any company I was running.

PSA to the employee, it takes way more energy and time to be nasty, hateful and condescending than it does to be kind and accommodating.