Crumbl — Restaurant in Bellaire

UPDATE: Left a review on 5/25/24 and of course got a typical response from Crumbl about how my input holds weight. Yeah .. right. Reached out and emailed them as they suggested on 5/29/24 and literally never received a response. My point in updating this review is to prove how horrible my experience continues to be with this specific location. One thing I do not play with is rude staff, so it looks like I’ll be taking this to corporate to prove a point! 8/28/24

Tonight 5/25 around 10:30pm, I had my boyfriend go pick up my Crumbl order that I ordered ahead of time. He picks up my orders all the time. When placing an online order, it asks “Who is picking up the order?” And I always state the name. I also send the screenshots of the confirmation to be shown when picking up if necessary. The slim, Caucasian young lady with a hat on was giving my boyfriend a hard time while I’m on FaceTime as a witness … asking him if he has any proof that this is his order. Duh, he showed you the screenshots and informed you that he was picking up an order under MY name and that he was listed as the pick up person. As he was leaving, he said thank you and she made a snarky “hmm.” She could also hear me getting upset on the phone, asking why is this such an issue, when we never had an issue before and she made hand gestures, as if she had an attitude. My boyfriend had to turn around while walking out of the door and inform her that her response should’ve been “you’re welcome.” I will definitely be calling to get a name. Let’s also make note that there was no one at the front upon entry, and there was quite a wait time before anyone walked up to even greet the customers waiting. Crumbl, I know your service is better than this, as I’ve ordered from this location several times before. My customer service experience tonight was HORRIBLE. Please hire competent staff. If I run into this problem again at this location, I’ll be taking my complaint(s) a...

I frequent this location often for a late night treat.. today I was disappointed and borderline disrespected.

The Hispanic female cashier with the dramatic makeup needs to be retrained on expo systems and customer service practices.

Anyone that’s been to Crumbl knows cashiers don’t even take orders majority of the time.. cashiers simply package orders and call guest names. Clearly this young lady was struggling to understand the expo screens which contributed to an embarrassing delay in service time. (If it weren’t obvious I work in food and customer service) I waited a minimum of 15 min patiently. I watched the cashier prioritize Doordashers who entered the establishment WELL after myself and the two parties that ordered prior to me, again I work in food, this, I could empathize with.

When the cashier proceeded to ask names of walk-in customers that appeared at least 20+ min after myself, J’Myrah and Sarah had ordered and STILL not been serviced, I Spoke up:

“My name is Taylor and I’ve been here.” The Hispanic cashier responded “Well look around” with a hand gesture to the room.. insinuating that.. I was being impatient ? Or lack awareness ? To which I responded “I gather.. but we (J’myrah and Sarah) have BEEN here..”

This cashier should have already acknowledged those of us that had been waiting patiently “sorry for the delay yall, I’m having an issue with my system; I’m working diligently for you.” But instead.. I’m the problem ? You’d think I didn’t spend $20 on cookies in this economy

Fortunately, a gentleman from the kitchen took it upon himself to ask my name and put my four cookies in a box so I could go home. Glad it was him too.. cause he was actually wearing gloves unlike the cashier on her phone and fixing her hair between throwing cookies in boxes and slapping the label in the wrong place for food delivery people.

Sis is a terrible look for Crumbl, management should reconsider...

Cookies used to be tremendously good when Chandler was the store manager. Idk if there is a completely new staff along with the new store manager, Trenton, but this location truly sucks now. My sister and I have had issue after issue here 3 weeks in a row. The first issue was due to our cookie being severely underbaked. Now I know they’ve always left the cookie slight underbaked to keep the centers soft since they go in the warmers, but the last few batches we have had still taste like complete DOUGH/ raw centers. The staff is so unwelcoming and unprofessional that it’s ridiculous. Dylan (I was told that was his name, but unsure if that’s even correct, because the employee I asked hesitated and took forever to tell me his name when I asked) is extremely rude, obnoxious and just utterly belligerent. This location needs a serious retraining all over again, starting with the customer service and following with how to properly bake their cookies, because I used to faithfully shop their selection at least 2-3 times a week, but I can’t even see myself going there again anymore or any other location. What was once my 6 year olds favorite cookie place, she now hates and rathers Marble Slab/Great American instead. As you can see in the pictures below, this is just the first week of the three in a row that the cookies were very underbaked. The pictures don’t do enough justice for how they looked in person, because they were horrible. The centers were darker and mushy like and very obviously not done. They’re no longer enjoyable. The last item I had from them was the rice krispy treat and those aren’t even cookies. The Twix and Reese’s cookies were just as underbaked as the Confetti. Tasted like complete dough and is not their regular. I gave them two more weeks after to redeem themselves, but it just got worse each time I went back (both cookies AND...