Crumbl — Restaurant in California

Okay… I’m changing my review. Maybe it’s just me, but I feel like it used to be yummier. Also, I used to doordash my orders, but have recently gone in a few times and I’m irked by the process. Okay, so you want me to order on your little tablet so you don’t have to employ someone to speak to customers. I am okay with that, and would be happy if I only had to speak to 3 specific people each day. However, please have those tablets in working order. Also, why in the world are you recommending tips? Nobody spoke to me. (By design.) In fact, the entire transaction occurred without anyone even making eye contact with me and you have the nerve to recommend a tip? Why? You have removed any elements of service from your store. Give me a break. Should we start tipping our crossing guard at the elementary school? Or mechanics? Or the cashier at target or home depot? Crumbl responded to this review with: “We apologize for not delivering the experience you were hoping for.” I just want to reiterate and stress that I was not unhappy with my experience at your store. The employees did what they were supposed to do, were never unpleasant and gave me what I ordered, in a way that I am totally good with. Now, I’m making an assumption here, but I’m thinking that it is possible these bakers are hired at a lower pay scale than they deserve, with the incentive that they will be earning tips. This would be fine, if they were interacting with the customers, providing a personal service and experience worthy of a tip. This is not an experience, it’s a transaction. I paid for school by bartending, so I’m all for tipping, when appropriate. For the cost of your cookies, your bakers should be well paid, and inappropriately recommending specific tip amounts should be removed from your ordering process. (Obviously, this is just...

I initially was introduced to Crumbl Elk Grove and I fell in love with cookies and the entire concept. I was ecstatic when I found out I was getting one closer to home. Until I visited this Crumbl. The first time I waited 45 minutes for 4 cookies and they did not even have the flavor that I went for. They claimed it would be done in 20 minutes and it still wasn’t done by the time the other cookies were done. My cookies were also overcooked and were hard by the time I arrived home. I decided to try it again because I know the potential of the Crumbl brand, boy was I wrong. Today I ordered on the app 1 hour in advance and planned to have them bring the cookies to the car. When I arrived I let them know that I was there, after 10 minutes they came out and said they didn’t have the cookie I ordered. I decided to go with another cookie to not have to wait along time, the cookie that they brought out was hard and the presentation sucked. I took the cookie back in and changed it out for a different cookie. Again by the time I got home all the cookies were hard. I will have to continue to drive to Elk Grove to get a good...

Terrible service. One of the cookies was clearly broken, and when we pointed it out, the employee didn’t say a word—she just went to the back, grabbed another cookie, placed it on top of an unfolded box, and handed it to my husband. What sense does that make? Why would you not put the cookie inside the box? Putting food directly on an unfolded box is unsanitary. Because of this, my husband had to fold the box himself, grab a napkin, and put the cookie inside himself.

About two minutes later, when I noticed the box had chocolate all over it and was in a separate box, I decided to call the store. The same lady answered and got an attitude, saying, “Well, we gave you a free cookie, and we can’t refund anything,” before hanging up on me.

Let’s be clear: this could have been handled completely differently. Marconi is literally the worst Crumbl in Sacramento—I only went there because my niece and nephew wanted to try the Dubai Chocolate Brownie. I’ve already reported this to corporate, and I hope they...