Crumbl — Restaurant in Coon Rapids

I normally don't even bother posting reviews but felt so bothered that I had too. Order Crumbl cookie for curbside pickup. Checked in at 7PM and I could see how busy it was, that's fine I assumed it would take a bit longer. 15mins go by still nothing but it's still busy, again I expected it. Now 30mins have passed and I see someone who had arrived 10mins after me receive their cookies. The employee who delivered the cookies decides to vape on the curb before re-entering the busy store. Unprofessional, especially on the clock. I notice on my app that my order is marked as complete and find that weird. I try calling the store multiple times but no answer. Finally I go in at 7:45 and bare in mind I checked in at 7PM. I go to the front counter and say I've been waiting for 45 minutes for a curbside. The employee looks around and asks if there are any curbsides I can't really hear what they're saying. She asks if we had one singular cookie, it was 2. Finally she grabs two boxes off the counter and goes "are these yours" which they were. They looked like they had just been sitting there. No apology, just stone faced and a "we're busy". Again I understand when it get's busy at a place things get missed I've worked in a fast food place. I didn't even mind waiting it was the fact that we saw a different car arrive 10 minutes later than us and they got their cookies. We ordered 2 for curbside. Unprofessional especially with that employee vaping on the clock on the curbside right outside the front door. I usually have good experiences here. Lack of apology and customer service. 0 Stars if I could. The cookies also were not even iced properly. That or because they sat for so long they...

I put in an order on the app for two of the oreo marshmallow cookies and set the pick up time for about an hour later. When I arrived and pushed the “I’m here” button on the app, I was told by staff that they were sold out of that flavor for the night. I asked how that could be as it was available when I placed the order and was never informed they were out and she said they sold out not long before I arrived. I assumed if I placed an order for a set time and for a specific cookie, they would make it a priority and put them aside for me to pick up later since I already paid…not sell them to someone just walking in if they knew they were low on stock and had paid orders already placed for later. That’s how other establishments operate with orders paid and placed in advance.

Please make sure you have enough product in stock if you’re going to allow orders to be placed in advance as these should take priority. Otherwise, why do you have advance ordering if you won’t ensure these orders are guaranteed? Also, please update your app or do something to notify those who have placed orders if that flavor sells out in real time so they don’t waste 30 minutes driving to only find out there are no cookies. Had I been informed when they sold out, I would’ve canceled and asked for a refund and it would’ve saved me time, gas and prevented me from having to write this review. Otherwise, have your staff call and inform so people don’t waste their time. This is horrible customer service and a failure on the company not to have an organized and...

I would 100% not recommend them for catering service. It said online I could call or use the app and in order to get the weekly special cookies, we had to wait until the Sunday before the pickup date. I waited and waited (planning to pickup on Friday for my Saturday event) and the special flavors weren't released until Monday, I went to book Monday morning and Friday pickup was all booked. I called to speak to someone and she kept telling me to come there and put in the order and pickup on Saturday (that was the day of my event and I'm 40 minutes away). She told me I needed to use the app to order, the app sucks and is confusing, there aren't descriptions on the catering flavors, so I had to keep going back and forth. She said they were booked because they had an order of 500 cookies for pickup on that Friday. She told me the earliest I could pick up was Saturday at 10am. I finally just ordered for Saturday and made my husband make the trip down there and he said they were 20 minutes behind and he had to sit and wait anyways. I'm sorry, but for a bakery that literally only does cookies, they should be able to push out more than 500 in a day. Also, the hours for catering pickup should be earlier in the day on weekends. It was super disappointing how they weren't prepared and not very accommodating with the...