Crumbl — Restaurant in Ankeny

I had 2 bad experiences with Crumbl over the weekend. First, I had made arrangements several months ago for a donation (of the day old cookies) to be picked up on Saturday. The West Des Moines store despite repeated confirmations with the manager somehow double booked the donation and it had already been picked up by another organization. I am very appreciative of Crumbl’s willingness to make donations to community causes and food rescue efforts, it was very disappointment to lose out on our donation. Unfortunately, this is the second time in a month that an organization I am affiliated with ended up losing out on a donation because the manager double booked the day old cookies. I feel bad complaining about a potential donation, but we were counting on it to help feed 900 hungry teens and had intentions to purchase additional cookies based on how many received. I have advise our group to bypass Crumbl next year all together. Too much stress on an already stressful day.

Frustrated and in need of LOTS of cookies for our After Prom, we decided to try the Ankeny Crumbl. Another volunteer put in an order online for 3 dozen, and I later put in another order for 2 more dozen. Both orders went through the online system without a hitch. When my friend when to pick up the 5 dozen cookies at designated time. There were approximately 40 people in the store, some in tears because the online ordering system was not working properly and only putting out every few orders. We needed up with only the 2 dozen order I put in and the promise that the 3 dozen order would be canceled. We ended up getting the rest of our cookies from...

If I could give zero stars, I would. I ordered my half dozen cookies (for $20) online at 10:00 am to be picked up at 3:30 pm. I arrived at 3:20 pm and checked in on the mobile app that I had arrived. At 3:30, after waiting ten minutes in the store, I asked an employee when my order would be ready. she said she would check on it, but never came back. I waited, and asked three more employees over the next 30 minutes. It was now 4:05 pm. I asked the fifth employee regarding my order. she said that she would check, and before she walked away, I asked for a refund. She said that a manager would have to do that. I asked to speak to a manager. She acme over an asked what the problem was. I let her know the situation. She said that my order will be ready within 15 minutes. I laughed and said that I need the order cancelled. I have to be at work (I teach driver's education) by 4:30, thus why I had the cookie order to be picked up at 3:30. She said that I was not giving her a chance to fix the problem so she would not refund my order. I asked what she was going to do to fix the problem that would result in me not being late to work. She said, "You can stay and wait for your cookies or you can leave and consider today the first day of your diet." She then walked away. I have never been so insulted while shopping or eating out before in my life. I am shocked that this is the way that a company chooses to treat customers who waited over an hour for cookies that were ordered online. I, too, still, have not...

The cookies are pretty good. They're 4" in diameter (as pictured) for $4 each or $13/4. We first stopped by on Saturday, but you can't walk in and buy - all orders are online or on the Crumbl app. There is a tablet inside that you can use to order online, but the earliest pickup time was 2 hours. So, we ordered online for Monday pick up. There are only a few varieties available each week. There are some flaws with the app, because despite a 1/31 pick up date, I could only order from the current varieties available and they change Sunday so they weren't available the day I picked up. Meaning I couldn't get the varieties I had to order from (see ordered pic & what I got pic). There are a lot of employees on duty, but most were not actively working. There were 4 up front to hand out orders, but when you arrive to pick up you can only pick up at your specified time, so there is a pick up queue with 1 person at a time served. The owner and 5 employees were taking selfies in the back. I wish it were more customer friendly and efficient. It's pretty impersonal and people were queued up everywhere. They're new, and I'm sure service will get better in time with training, experience, and a reduced flow of customers when it's no longer new and novel. The product is good, but not the best in earth, and without a great service experience its not really worth the aggrevation. I'll wait until the links are...