Crumbl — Restaurant in College Station

Today was an awful experience of epic proportions. A perfect storm. It was my son's birthday and the only thing he really wanted was a box of Crumbl cookies. Little did I know what a waste of time and money this would turn out to be. (This is the worst experience ever had at this location.) When I walked in, I was never greeted. There was only 1 person fulfilling orders. 1 person on their cell phone and the other person conversing with the guy on the cell phone and 2 other additional people in the back corner, talking. Terrible customer service. No one said hi, a greeting nothing nada. This was a birthday box and the worker proceeds to let me know that the owner has allowed the printer to be out for 'over 2 weeks' so the best she could do would be to write on the box AFTER some other orders were fulfilled vs. Printing a birthday message. I needed to pick him up from school, so waiting was not an option. When we get home, I do not know what in the absolute world happened with the batches today but never, ever have they been so awful. Out of 6 items, the only fresh ones were the lemon cake as well as the pie themed cookie. The peanut butter, chocolate chip, oreo and tres leches cake all tasted and had the texture of days old deserts. I know for a fact this is NOT the norm for Crumbl so something clearly went wrong with these items. They were dry, crumbly, and stale. All of them. There is zero way any of those flavors were made today and if they were, they weren't stored properly. While I can't prove it per se, I will just add that it was an odd coincidence that shortly after consuming bites of said stale cookies, my son became violently ill a short time later. Coincidence? Maybe. But with the clear age of the items, it did make me wonder if one or all was the culprit. Happy 14th birthday kiddo. 🙄 Never......again. .......clearly customer service is a #1 issue at this location and per the reviews has been for some time. Doesn't seem like much is addressed with the repetitive bad reviews. 'Automated Bot owner' don't tell me you're sorry or give me a link to provide more feedback, because I...

I recently visited Crumbl Cookies and had one of the most frustrating customer service experiences ever. What should have been a quick stop to pick up some treats turned into a lengthy ordeal with a lot of unnecessary hassle.

First off, the staff seemed completely unorganized and uninterested in helping customers. There was no clear system for managing orders, and I watched as several people, myself included, waited way beyond the estimated pickup times. I placed an online order thinking it would save me time, but when I arrived, not only was my order not ready, the staff seemed clueless about its status. I ended up waiting an additional 45 minutes while others who walked in after me were served first!

To make matters worse, when I finally received my order, there was no apology for the delay or acknowledgment of the inconvenience. Instead, I got a halfhearted "here you go," and the employee turned away. Considering the premium price of these cookies, the least they could do is provide basic courtesy and keep track of their orders.

The cookies themselves might be good, but the poor service completely overshadowed the experience. Crumbl needs to seriously reconsider its approach to customer service—having people stand around and wait indefinitely is unacceptable. I won’t be going back until they get their...

Unfortunately ordering ahead doesn’t secure your order. In celebration of my birthday I ordered the day before I went to the store to ensure I would be able to get the beetlejuice cake. I looked forward to this week’s lineup all week and was really disappointed that even after ordering ahead and having to choose a time slot, the order I paid for was not actually going to be accounted for until my arrival. Initially they offered to switch the two items they didn’t have for something else or to give a refund, but I was willing to return to get the items once they were ready. When I asked if I could be guaranteed a beetlejuice cake after they were ready, since I was willing to come back as I was looking forward to this all week, they said they wouldn’t be able to because sometimes people don’t come back when they say they will. I cancelled my entire order because I was not willing to return to leave empty handed again. They were nice and respectful but if I have to be specific about when I will be there and pay for them, I expect the cookies I want for my order to actually be there. There should be no reason for a multimillion dollar company to not have a better system for...