Crumbl — Restaurant in Apple Valley

I unfortunately had the worst experience so far at a Crumbl location. I am unfortunately here in MN for an unfortunate family situation and still wanted to redeem my birthday cookie for some semblance of normalcy and joy.

I was ecstatic to see there were Crumbl locations in MN (I’m from out of state). I ordered my cookie ahead of time and went in the stir to pick up my cookie.

Here’s the negative experience:

Upon entering, not one of the 3 employees acknowledged my presence at all as a customer. I saw someone waiting for their cookie and I stayed back to allow space and for them to be helped. After they were given their box, I still wasn’t acknowledged at all (I was right at the pick up area). I waited and allowed time and space to see if anyone would come up and ask for my name or if I had a pick up or even say “hi” or “we will be right with you”. Literally none of that happened. After the next event (the young small blonde worker handing a man who entered after me his order while again not even looking at me and passing his box past me into his hands), I said “is there a reason that no one is acknowledging me?” (This wasn’t said rudely, I was genuinely curious after waiting and left wondering). Only then did one of them say “I’m working on your order and I’m just trying to get these orders out”. Again, the point was missed. So when she handed me my box, I said “honestly, at least a “hi” would have been nice”. I got a “sorry”. Then after I left and was in my car doing my pick up survey, all 3 workers were clearly talking about this and me. It was hands down the worst experience and customer service experience ever at Crumbl. To be treated like I was invisible and not even worthy of a greeting, was appalling.

My mood went from excitement and joy from a very taxing family emergency trip, to feeling very negative and sad. I truly hope management is training on basic customer service skills which should always include acknowledging customers who walk in the door and who are waiting at the pick up area. What happened today was inexcusable and was unavoidable.

PS I don’t know why she said she was making mine, she didn’t know my name or ask for my name in order to know she was making my order. So her response and assumption was also another poor customer service mishap.

This experience overshadowed the cookie and rendered eating it less enjoyable as well. The 2 stars is for the cookie alone. I would give the cookie 4 stars and the...

Extremely disappointed with the level and quality of customer service. My first experience with the Apple Valley Crumbl Cookie was a major disappointment! I had placed an online/pickup order, waited an hour “in line”, going from 8th to 2nd person in line, just to leave empty handed. How is that possible may you ask? Well, come to find out that as I waited there quickly became a shortage of cookies. Never being notified that I needed to “adjust” my order, that consisted of three boxes of 6 cookies and one box of 4, my position in line went from 2nd to “thank you for your order”. I proceeded into the store to discuss the notification. I waited inside at the counter for 10 min with NO acknowledgement of my presence. So I waved down a young man that was working and kindly stated my concern. He had no factual answer to give me and then walked off. So I waved down a young gal who took enough time to listen and understand what the issue was. She stated “ we had called your name and got no answer so we returned the boxes. We are also experiencing a shortage of cookies, so we are unable to fill boxes of 6…”. I replied that I had received the notification “thank you for your order” therefore meaning my boxes had been filled and were ready for pickup therefore they should be on the back counter along with the other numerous boxes of cookies with names on them. The young gal left to grab the shift manager. The manager came over to discuss the issue for the third time. The manager stated the same as the young gal and gave no option to resolve the issue. By this point I had had enough so I restated my whole order issue and gave the manager the ultimatum of either giving me the boxes that I ordered with a discount for not fulfilling the order completely OR to refund my order immediately. Unfortunately, instead of having proper customer service and filling my order in a promptly manner and apologizing, the manager took the easy way out and refunded my order. Needless to say I’ll NEVER go back to a...

Crumbl is that place you go when you feel like inhaling 800 calories in 5 minutes. The cookies are delicious and tend to be on the sweeter side, often with too much frosting for my taste, but that’s easy to scrape off. The cookies are large, unique, and tasty.

This location had a lot of growing pains when it first opened. The line was often an hour+ wait, they were understaffed, and they often ran out of flavors. We had our order messed up several times, and there were several other times they forgot ingredients/ toppings for different cookies. We stopped coming for several months due to the immense time commitment & frustration to get a box of cookies - just not worth it.

However, as time has gone on, they have smoothed out the kinks and it is a much better experience. We still avoid busy times (e.g. Friday & Saturday nights) but the process is much faster, the quality is better, and the staff are always friendly. I love being able to use the app to see the weekly flavors, place a pick-up order, and customize my box quickly.

My only current complaint is that the price keeps creeping up. I realize that is happening at the corporate level, and I’m not naïve to inflation and supply chain issues. However, it used to be just over $11 for a box of 4 cookies only a year and a half ago, and now it is over $15 after tax. Still a fun experience, but definitely not somewhere we can frequent as often as we’d like (which is probably good for our waistlines, but. I digress.)

All in all - we enjoy Crumbl. We like trying new flavors. And we are happy with the improvements this location has made over the last...