Crumbl — Restaurant in Bellevue

Story/Experience Pre-ordered online 35 min prior to arriving. I had my two young daughters with me and they were very excited to be treated. The excitement slowly faded away. We were noticed but not greeted or told to wait a moment. We stood at the order desk because I did not see my name on the pick up monitor. Others who came in after went straight to the pick up desk and were help first. Approx 10 min of waiting went by and no one acknowledged us. The store wasn't all that busy either. Growing impatient, i asked an employee that was boxing the cookies if he would check to see if my order was ready by chance. He looked at my phone for the order details, went to his work table monitor and shook his head for a no. He then quickly assembled my order and I was on my way. Apologies for the detailed story but I feel it is important for the company to know where the issues are. I imagine the company should be profitable enough to hire additional staff for coverage or pay the existing employees enough so they are more than happy to provide great customer service. This is not the only time I have experienced this from here.

Complaints

1. Why did I bother to order online ahead of time if the order wasn't prepared? I also received follow up notificationinforming me the order was ready for pick up.
2. Come on, I have a toddler in one arm, a young girl holding my other hand, I know you seen us but chose to walk away to prepare more cookies and as I continued to stare at you, not only you but also the other two employees chose to ignore us. A simple comment like "be right with you" would have went a long way.
3. I think the store has a great concept and I am more than happy to support but do not forget that the customers are the ones providing funds to keep the business going and enable employees can have a paycheck. I could simply stop by a Safeway to grab a box of cookies and be done with it.

PS: If your looking to purchase any quantity less than 4. Dont order through door dash app. Minimum quantity on the app was 4. I really only needed 2 or maybe 3. When I arrived, I noticed you can purchase singles if you order...

To start with, I’ve worked in the service industry my entire life and have an appreciation for workflow challenges. Despite having a lot of patience for the fact that sometimes stuff happens, my experience with this business was inexcusable.

I placed an order for my sister’s birthday to be delivered in the morning so that she could be off to enjoy the day after the delivery. By noon they hadn’t arrived so I called the store to inquire. They eventually were able to locate my order in the system but weren’t able to give me an ETA or order status or even tell me what the issue was, just that they were doing their best. I kept insisting that I needed some clue about order status so that my sister could leave the house, ( it was too hot to leave them on the porch) but she just kept saying she didn’t know anything, but if I joined their club I could come in for a free cookie. I asked to speak with the manager and was told I’d receive a call back soon, but that never happened. At 7 PM the app notified me that the cookies were in route, but about an hour later it reverted back to preparing the order. I tried calling the next day during business hours but just got a recording stating that no one was available to take my call. So it’s now 2 days since they were scheduled to be delivered and I’ve received no updates whatsoever. The app still says they’re preparing my order. My credit card was charged immediately after placing the order so that part of the transaction went quickly.

In summary, birthday surprise ruined, birthday morning wasted waiting for order to arrive, no communication from anyone at the store or through the app. No credit issued to my card. They assured me several times on the original phone call that they were “doing their best” so I guess their best doesn’t include actually getting your order or any information...

Crumbl was offering free cookie samples in exchange for reviews. This review is honest and not influenced by the sample:

I am so happy Crumbl Cookies has opened a location in Bellevue! They are located in the Kelsey Creek Center on 148th and Main St in the same parking lot as the Walmart Neighborhood Market. There's plenty of parking in the lot out front. I visited on a Saturday around 6pm, and the line was not too long at all.

When you arrive, you can order from a tablet (or ahead on the app to receive points). Each week, they have new flavors, minus their signature chocolate chip cookie that stays on the menu. The cookies are large, super soft in texture, and outstanding! I tried the chocolate chip, walnut fudge brownie, old fashioned doughnut, and fried ice cream cookies. Every cookie was so tasty.

Once your cookies are boxed, someone will call your name and show you the cookies in the box before closing the lid to ensure they look ok and the order is accurate. I really appreciate this!

For pricing, it's 4.78 for a single cookie, $15.58 for a 4-pack, $23.98 for a 6-pack, and $40.78...