Crumbl — Restaurant in Eagle

My husband and I love these cookies and have come to this location for many years; however, the experience has become inconsistent at best and, lately, worse than ever. Other reviewers are correct: the staff often don’t greet or assist customers, they appear undertrained or unsupported, and they are frequently understaffed — though I’ve also witnessed instances where one person is working hard to fill multiple orders while another stands by doing little or, in one case, watches YouTube videos.

That said, I don’t believe this is a staff problem so much as a management problem. It’s hard to expect good service from young employees who aren’t being trained, scheduled, or supported properly.

Today was the breaking point: we waited an hour for our order (no exaggeration) and the cookies we received were poorly made. Only two employees were working (which seems to be the standard, if not just one), so it’s no wonder things are slipping. While this was the worst experience we’ve had, it’s not an isolated event. It’s part of a clear downward trend.

At the end of the day, this reflects leadership, not the kids at the counter. If the owners or management are reading this: your product is still great, but your customers deserve better than chronic understaffing and undertraining. Unless this changes, loyal customers like us will have to...

I did a pre-order for Thanksgiving when they were having the pies. You had to pick a scheduled time to pick them up. I assumed they would be ready, and since it was prepaid (with a tip) I figured you would go in and pick up your boxes. Well apparently they don't start making them until you show up. Luckily there was enough for my order, but it appeared like they don't necessarily save them aside for the pre-orders as some people didn't get some of their selections that were pre-ordered due to running out. I had a big order of about $80 and due to having to wait for the order and subsequently getting in a time crunch. I did not check my order before I left. This was the Wednesday before Thanksgiving which was the day my family was celebrating. I went to serve the pies for Thanksgiving dessert and none of them had the toppings that should have been on there. The apple pie was just the crust and apple puree with nothing on top. None of the other pies had any of the toppings that were supposed to...

If you’re considering this Crumbl location, do yourself a favor and drive to another. This location is a bit of a train wreck.

We’ve given it multiple chances, and every time it’s the same story: they’re always out of premium cookies. The store itself looks run down, wall menus don’t work, iPad stations don’t work, and the place just feels unkempt.

Thinking we’d beat the problem, we pre-ordered the night before… only to show up and, no surprise, they were out of a couple of the premium cookies again to fulfill our order. That’s not a one-off mistake, that’s just poor management.

Save yourself the frustration. This location is just frustrating to spend...