Crumbl — Restaurant in Edmonton

Let me begin with awesome experience. I live across the city and I make sure I do the drive to enjoy the amazing customer service and delicious cookies at Mullen Rd & Rabbit Hill. I have the app and it is very interactive. Today I came through to get some cookies and the app was malfunctioning and I wasn't able to redeem my free crumb points to get a discount to generate. I was frustrated and struggling and the staff suggested I speak with a manager. Megan is the manager and she is an amazing human being. So patient and graceful was she. She tried to troubleshoot with me to log out and log back in and tried to navigate on my app a way to contact crumbl staff and we couldn't find any help button or contact us button. She is such a great leader she brought her laptop and tried to troubleshoot with me so I could get some help and it worked. She is so smart and resourceful. She really wanted to help me and educate me which I am greatful for. She took her time to speak with them via chat and it took awhile but she is so easy to speak with and it felt like no time passed. Best customer service I've had in awhile. We got through and I now have the points that were allocated wrong and everything is sorted out. I was in a car accident last week and this really lifted my spirits and made me feel happy. Let's just say I left with more than I came in with. Megan is one of the best I've seen. She deserves to be recognized and is so friendly. Gives Crumbl a stellar name....

As a minority, the cookie is alright but super expensive but the customer service is underwhelming and arrogant. There seems to be a process that everyone that stood in the line up to the door. When customer leave with their purchase the next person goes into the shop. Following what everyone does. I saw a couple of caucasian female in line going in to the store but as soon as it came for the asian person attempt to enter from line up as another person left. They shouted them at to stand out side the store and wait to be let in by there staff. I was shocked to see that. Because that never happen to other people there or the caucasian female. The staff finally came to apologize for the wait and told every one they will be let in by the staff and went back into the store. No staff came to get the asian person standing next in line to the store. Many customer left with their purchase in the 15mins. Other people in line urged the asian person to go in to the store. They only did so when no one came for them and pressure from the people in line. I felt super embarrassed for that person and it could be something about their race the store had issue with. only letting in those caucasian female and making that asian person wait the 15mins. While other people walked out with their purchase. 100% for sure it didn't feel right about how the staff treated customer there. That was my experience from that cookie store. I would not go there again after see...

Usually happy with the service here but waited in line for 40 minutes while no one took an in person order they focused 100% on online orders. No explanation, just an angry group of people waiting on a Friday night. This process is broken. They clearly don’t care about the customer in front of them. Tried talking to staff but no one really cared.

The email address below doesn't appear to work. Is it right.

Hi, thanks for responding.  If I was the owner of this franchise I would want to know what was happening when I wasn't there.  I assume you have camera footage of the shop, it might be worth timing how long the staff left customers in line waiting while catering to online orders. The team was working hard but completely ignoring the people in line.  There was a Dad with 2 kids waiting at the front of the line for over 20 minutes and the kids were so patient.  He eventually ended up doing an online order to be served. It's ok if this is your business model but someone should have told the people in line that it would be faster to order online.  Online was quoting 10-30 minutes and it ended up being 3-9.  In line they just let people rot for 20-30 minutes. They could have taken 5 online orders and then 5 in person but for some reason they just stopped with in store customers. Let me know if you need  anything further.  Love the cookies but it was...