Crumbl — Restaurant in Allen

UPDATE. Sure enough, Doordash showed up again for the 2nd order that was placed so the order was never cancelled by Crumbl. I had to call the delivery person myself to tell him not to pick up the order and cancel it, then called the store back to make sure they refunded my 2nd order. SO MUCH WORK. AND then my friend asked if I sent cookies because there was no note attached (which I did create) or who it was from!!! She said she called the store to see who sent but they couldn't tell her. This was just a horrible experience when all I wanted to do was brighten up my best friend's day after she and her little kids were in a car wreck this morning. Absolutely ruined my moment of wanting to send some treats from this store. NEVER AGAIN.

HORRIBLE customer service and communication on their site. Placed an order for delivery through their site and NOWHERE does it say it is delivered through Doordash. Called to change the delivery to a later time, and was told they would cancel and for me to place a new order with the new time. Did that. I then get a notification that Doordash is there to deliver my order. I call the store back and they tell me they can't do anything because it is through Doordash and I needed to contact them. Yet, how am I supposed to know that when it does not say on their site nor on my order confirmation that it is through Doordash. Everything shows Crumbl Cookies., nothing about Doordash. They told me they had cancelled the first order, but still gave the cookies to Doordash?? Let's see if they do the 2nd delivery today and I am still charged for that. $20 for 4 cookies to be delivered. So basically, I went through the delivery change and reorder process for nothing because they delivered at the wrong time anyway. And cookies are mediocre anyway - THE COOKIE RACK has way more options and taste better too. Only used Crumbl since they are close to where I needed...

I want to first start off by saying how much I love this place. they always have the kindest employees and best customer service. The cookies are to die for and have an amazing presentation. One night, my friends and I came in and it was a bit busy, the manager (i assume) gave us all a free 4-pack coupon and in return asked us to leave a good review, we all jumped on our phones to leave a wonderful review because we truly do enjoy crumbl. Today I came into the store to use my free 4-pack coupon. I’m ordering my cookies and present the coupon, the cashier asked for my name and told me to wait in the waiting area. It seemed as if the cashier didn’t really put in my order, but I just continued over to the waiting area. After a few customers behind me received their cookies, an employee asked me what the name on the order was, I told her my name and she said that there wasn’t an order. She asked for my last name, couldn’t find the order. She asked if I ordered it in store, couldn’t find the order. Asked what my order was, still couldn’t find the order. I told her that I ordered my cookies and paid for it with the coupon. Eventually, she decided to write down my order and make it herself. Before she started making my order, she kept looking at me and talking to her other co workers as they kept staring at me. She just kept coming over and asking what I ordered and questioning whether I really ordered these. She finally made my order and walked over to me with the box and just said “here”. Typically they call your name, show you the cookies and ask if they look alright. Instead this employee decided to close the box, walk over to me and basically shoved it in my hands. The entire situation was uncalled for and shouldn’t have taken 30 minutes to resolve. None of the workers apologized or even took responsibility for the...

I picked up my pumpkin caramel cookie last week from Crumbl and it was just incredible, so I decided to pick up a 6 pack today for my daughter’s birthday. There were several employees there and I was the only customer in the store, yet one acknowledged I was there for several minutes until I said, “can someone please help me?” I don’t think I have ever been anywhere w such horrible customer service; which is totally opposite from the first time I had been there. The pumpkin cookies were very different from last week. The cookies were hard as a rock, burned (you can see how over cooked they are in the picture) and the icing was watery and awful. Its tasted terrible. I asked the young woman at pick up why they looked like this and she was very rude. She said they have been having icing issues for days and “I don’t know what to tell you. That’s how we make the pumpkin cookie, that’s what is online, we have never made it another way.” I said that’s fine if the pumpkin cookie has changed, but they are burned and hard as a rock. She said no, that’s how they are have a nice day.” I walked over to the cash register so I could return them for a refund and again; ignored me for a good 3-4 minutes. I’m still the only customer. Another young woman walked over to help me and she was very polite and kind. She was as shocked as I was. The employees need to have training on customer service, prep and baking. I hope all of these issues are addressed. I will give Crumbl one more chance in a few weeks to see if they have resolved the many issues there. It’s just such a shame, they used...