Crumbl — Restaurant in Clark

I had one of the worst customer service experiences I've ever encountered at this Crumbl location on Saturday, May 10, 2025. I placed an order for a family-size tres leches two days in advance and scheduled a specific pickup time. I arrived promptly, checked in via the app, and immediately noticed confusion among the staff. After a few minutes, I was informed that my order was not ready because the topping for the tres leches hadn’t been prepared yet, and I was asked to wait an additional 15 minutes. I remained patient and even purchased a small tres leches while waiting. However, after the 15 minutes passed, I was told it would be another 20 minutes before my original order would be ready. That is a total delay of nearly an hour for an order that was placed with two full days of notice. That level of unpreparedness is unacceptable for any business, especially one that emphasizes pre-orders. I requested to speak with the manager, who introduced herself as Kimberly. I asked for a refund, which she agreed to issue—but shockingly, she told me she could not provide any proof of the refund, either printed or digital. I explained that the app inaccurately marked the order as fulfilled, and I needed documentation. Her response was that “they don’t do that.” This is completely unprofessional and raises serious concerns about transparency and accountability. To make matters worse, during the entire ordeal, I observed the staff whispering, glancing at me, and laughing amongst themselves. That kind of behavior is incredibly disrespectful and only added to the frustration of an already disappointing experience. Today, Crumbl lost a loyal customer. I will absolutely be warning friends and family who enjoy Crumbl about this location. Customers deserve better. This was completely...

I originally left a very bad review because when this store first opened, it was a nightmare. The wait times were ridiculous, the cookies were raw and the store was run by young kids who were goofing around and could care less if you waited an hour or more to get a cookie. There was also a debacle in the summer, where it literally took from 4:45 PM until 8:30 PM to get one cookie that my daughter wanted… And I am not making this up! So we completely stopped patronizing Crumbl. Then I noticed that the store seemed empty and maybe other people felt the same as I did! HOWEVER….I’ve recently ordered twice. There are no longer lines. I can order a cookie and get it within five minutes and the cookies are 10 times better than when the store first opened. The workers are very nice and seem to be a little more mature than the original staff. The cookies are a little bit expensive, but they are really good. I can order them with ease online and haven’t had to deal with waiting issues, I feel like they are worth it. So I am retracting my one star review and bumping it up to 4 :) I would give them a five star review of the store looked a little bit cleaner and they didn’t try to automatically add a three dollar tip when ordering online. I love tipping and always do, but $8+ for 1 cookie is a lot and I don’t think that putting one cookie in a box...

I’ve been to other crumbles and never had this kind of service. The staff was extremely rude and un helpful. The night I went was busy and I was understanding of that. We pre ordered our cookies online and upon arriving the cookies were ready. Fast forward an hour and 15 minutes later and we were still waiting for our cookies inside. We asked multiple staff members where our cookies were over the course of the hour and 15 minutes we were there. Every time they said the same thing that they were checking and making it. The manager eventually walked over and handled the situation when then the staff members I was dealing with told the manager we never confirmed the pick up which is why we were left waiting for the cookies. When previously they told us that’s not an issue and they were going to make it right away. The one staff member in particular was nasty and said there are people in front of you. The communication between the staff and their customers there was non existent. Not one staff member in there looked like they knew what they were doing and the store is horribly run. I never have left a nasty review but deemed this to be necessary. That being said I will never return to this location again. I want to preface this is not a crumble issue (the cookies are amazing), this is solely the...