Crumbl — Restaurant in Eugene

I placed an order for curbside pick up on the app and I showed up on time. When I tried to click I'm here on the app I got the perpetual loading cookie thing. I waited in my car at the curb for 10ish minutes hoping that the app notification went through but it didn't. I called the store and an employee picked up and confirmed that it didn't go through but that he could do it on his end since the app often doesn't work and an employee would be out with my cookies in a few minutes. I waited a total of 30 minutes before I got fed up and went inside to ask for my cookies. I showed the person working the register my order confirmation and the fact that the app was still stuck in the loading phase and that I wanted to pick up my cookies. The employee checked the tablet thing in the back and said they didn't have my order. I told them that that didn't make sense because I had pre-ordered my cookies and the employee I spoke to on the phone checked and said that my order was there and ready. Then another employee came and said that they didn't receive it and that just because I pre-order my cookies doesn't mean that they make them until I show up. I even showed them my phone call log that I called and told them I had trouble with the app and it had the time stamp and length of call and both the employees just shrugged and said well this is the new round of people starting so whoever helped you didn't tell us and probably left already. At that point I was like so where are my cookies?? Then the employee who took my call popped up from the back and was like oh wait I took your call I'm sorry I forgot about your order because we got really busy with orders. Overall a bad service and poor communication between employees. I had positive experiences previously but after this one I'm quite annoyed and took the time to...

Cookies are fine and taste good but we put in an order for this past Tuesday night for pick up. From the time we parked to actually getting the cookies was 75 min. Then because they were so far behind and the parking lot was packed and insane and not a single employee trying to fix it it took another 25 min to be able to leave the parking lot. 2 female employees kept coming out to the parking lot and just standing and talking to each other. We asked them a few times if it will be much longer or what was going on and they just kept shrugging their shoulders and saying "we don't know". The last time my husband asked for an update someone was talking to an employee and they had been waiting over 90 min. Was just a huge chaotic mess that we literally were trapped in because the entire parking lot was packed with cars just waiting in the aisles and not moving. Good cookies but no cookie or food in general that isn't life saving is worth that wait. If any employee would have told us it would be that long after the 1st 20 min check in we would have just left but we just kept being told we don't know, probably soon. Surprised no car/person was hit in the parking lot that night. Even just having an employee tell cars to move and park in the back of tj maxx parking lot would have helped but literally cars just parked in the aisles blocking pretty much anyone who had parked from being...

We've been here three times and something has gone wrong the last two times.

First time was great! Good cookies, good chat with the employees, and speedy service.

Second time the people weren't as chatty (which is fine) but the cookies were undercooked and some of the flavors were unavailable until we were leaving. This was fine; we'd try again next time.

Tonight's trip was the worst yet. My wife told me (I stayed in the car) about the terrible service she received. The young lady serving my wife opened the box to examine the cookies. My wife saw one was broken and asked for a new one. The server took the cookies back to the cookie area and told her co-worker to replace the cookie. The co-worker rolled her eyes as she grabbed a new cookie. The co-worker walked over and asked if my wife wanted all her cookies replaced, to which my wife responded "no, just the broken one." This prompted another eye roll, but this one directly in front of my wife rather than from the cookie area. Our friend accompanying my wife told the co-worker "if you're going to work in the public, you probably shouldn't roll your eyes." It was extremely rude and uncalled for, and my wife is completely turned off on returning due to the co-worker's actions.

The cookie itself was ok. My wife enjoyed it, but not enough to go back...