Crumbl — Restaurant in Ann Arbor

Luv these cookies! Younger staff a few need more training. We ordered cookies and was told they would be ready in 8-10 mins. About 5 people in there before us. So we walked down to a store. When we returned 15 mins later to make sure they had enough time. There was no order for us ready. The young lady act like she didnt know what happened then said they were waiting on pink fristing for my sugar cookie. That was a lie because there were no cookies in a box except for a woman who came in after me and ordered and she got a sugar cookie with pink frosting after I was told something different. Then my husbands cookies were nowhere to be found either. Then she asked our name for order again. So we told her MILLER again. She then made 2 boxes of cookies neither one of us ordered. Both boxes were the same. Clearly she failed at the great service from here I am use to. My husband canceled the whole order and was refunded. We drove 35 mins here for a disappointment. So I still wanted my cookies I then again ordered. My first order that was never filled was 3 chocolate chip and one sugar chilled with pink frosting. So since I was told by there now was no pink frosting I just told the guy just give me another chocolate chip. But I really wanted that sugar cookie😔. So anyway the guy told me he is sorry and I got my cookies free!!! That made it better! I hope this doesnt happen again though. So not all but just a few. The young lady was not one who should be on register or making...

Any food establishment's rating is based off the quality of the food and the quality of the service. In terms of food, they get 2.5 stars out of 2.5 stars. The new flavors of cookies every week and the portions are a nice touch. In terms of service they get 0.5 stars out of 2.5 stars. Why? Well the staff does their job that is the good. However, their app is horrendous. When you order food through an app, you expect it to be ready when the app says it will be ready plus minus a couple of minutes. We'll that is not the case with crumbl cookies. You usually have to wait an additional 20 to 30 minutes in order to get your order. Why you ask? It is because the app has a location based software and a time threshold that if both location and time are not meet you are not placed in the queue of the crumbl cookie location. Furthermore, if that crumbl cookie location is busy when you arrive your order may or not have the items ordered because it is not placed when you order but when you arrive. After the second time that happened to me, I canceled my order. I won't be back unless they fix that issue. What's the point of ordering ahead on the app if your place in line starts when you arrive thirty minutes or later based on your order ready time? This maybe in the best interest of my...

As a disclaimer, I should start by saying that I would give 5 stars for the cookies, which is I’ve been a repeat customer so far. They are delicious, and I will continue to visit! All cookies I’ve tried have been fantastic! My only complaint is that in the 3 times I’ve purchased a box of cookies, 2 out of 3 orders have been incorrect, both of which were curbside pick-up and they gave me someone else’s order. When I’ve been given my order they’ve never confirmed my order at the car with what I ordered or my name. I would suggest maybe confirming orders before giving customers their box because those orders had to be wasted since I opened the box. With my first order, I understood mix-ups happen, but the fact that it seems to be a pattern tells me that their process is a little sloppy if orders are given to the wrong customers. If it continues to happens this frequently, I may not return for a while. While I thoroughly enjoy your cookies, I think confirming orders before hand-off would greatly improve the rate of errors made!

Update: I’ve been to Crumbl many more times since and all my orders have been correct. It is now my go-to place for cookies and I haven’t had a...