madartmouth — Restaurant in Dartmouth

Update 9/11/23: I placed my first pick up/ walk in order after raving to people at work about these cookies. I made an 11:30 pick up (at 10 am) - I did not leave Crumbl until 12:30 pm. The experience was horrible this time, the first employee who helped said the cookies would be out in a few minutes, then was told they could not find my online order. Finally after being “found” I was told that the cookies I had already paid for were sold out. Mean while every walk in customer ordered the same cookies I pre ordered, and left with no problem. I was then told curbside/ walk in orders are last priority, and I would have to pick different cookies since being sold out. The first employee who originally told me my order would be out shortly, with my name being 2nd on the log board had left the building without even acknowledging me or saying my order should be out or that there was the problem of not being able to find it. That is when I then went through the headache with different employees of the order not being found, to the already paid for cookies being sold out. I understand this is still new, however the way this situation was handled actually made me not want to go back to this particular location. The fact that walk in orders would take precedence over pre paid makes no sense, and to be told that pretty much “oh well, what other cookie do you want.” It also defeats the purpose of ordering ahead.

These cookies are delicious! I ordered a box, and the chocolate chip cookie was still warm! Soooo good!! I would wait in line for those cookies any day! Staff are also amazing here - very friendly &...

Happened to be near there on the opening weekend. Waited in line for a bit, there was someone letting people in little by little. So they do ordering online but please know that they don't put your order aside, it can be sold out by the time you get there. A guy ordered at 5:30 and came back at 7, based on how long they were told, and some cookies were not available. Another group in front of us was going to preoder cookies that weren't available, then come back. They were incensed that you could order and pay and the cookie may not be available when they tell you to come back. They walked away upset. There almost was a "rumble at Crumbl" lol. Yes it's only a cookie but if you ORDER and PAY, it should be there when you pick it up. The person in charge said that's franchise policy. They want the cookies to be warm for you, even if you didn't care. I found it funny that they show you the cookies before they close the box, like it's something so special, like you're looking at a new baby 😆. I don't see the hype, the cookies stuck to our teeth. Oh it's all kids working there and they're open until midnight. They also got our order wrong. I don't think I'll be back.

9/18/23 UPDATE Owner's automated response should show everyone how little they care. All responses I've seen have been automated for that matter. They have no plans on changing or improving. Down...

I’m honestly so disappointed with this Crumbl location. I placed my order at 8:50 PM and it’s now 11:06 PM—still no cookies. That’s over two hours of waiting for something that should’ve taken a fraction of the time. And unfortunately, this isn’t just a one-time issue. Every single time I’ve come to this location, I’ve had to wait an hour or more just to get my order. What’s even more frustrating is that I’ve been to other Crumbl locations and never had this kind of problem. They have reasonable wait times and run things much more efficiently. So clearly, the issue is specific to this location. It’s incredibly frustrating when you’re excited for a treat, only to be let down by poor service and long delays every single time. Definitely won’t be coming back to this location unless something...