Crumbl — Restaurant in Federal Way

I'm not usually a person who feels the need to leave a bad review after a bad experience because I know most of the time it's not completely the fault of the person who helped me or the store itself but of overall company policy and constraints. However, my experience yesterday at this location was awful and I don't believe that the store or employees are not at fault for the experience. I placed a carryout order on the app (my only way to do so and the first time I've done it) and asked my husband to pick it up. It was supposed to be ready at 5:30 and when he arrived and I tried to click the "I'm here" button it wouldn't allow me to because I wasn't there. There was no option to turn off location services and click the button, no alternative person is there option, so I told my husband to let them know the issue and hopefully it would be fine. He stood there probably 15 minutes before even having the opportunity to tell someone he was there for a pick up but then he stood around waiting for the order for 40 more minutes without any further questions from the staff. He went back to the counter to ask what was going on and was told "there are multiple orders under that first name, which one is yours?" he showed them the screenshot I sent him with the full order number and the cookies in the order. He then waiting another 10 minutes for the box and when he asked what the issue was the staff told him "he just needed to check in on the app" without apology even though he has explained why he couldn't check in. When he arrived home and I looked in the box it was a completely incorrect order. So I had to drive all the way back to exchange the box given for the actual order. I had to wait 5 or 10 minutes for the exchange and while the young woman did apologize for the mix up I'm still so incredibly annoyed and upset about the whole thing. Now I understand this is a very busy and popular place and that Mondays are probably the busiest because of the menu changeover but I have worked at busy establishments and if I saw someone standing in my lobby for close to an hour I would have at least checked on them. If someone had come up to me and said what my husband did I would have been very apologetic and not blamed the customer for the delay. The only reason I'm still giving two stars is because the cookies didn't do anything wrong, they are still delicious, and the young woman who exchanged the incorrect order was fairly quick about it. I'm really disappointed in the whole process and will not be doing pickup orders or going in on a...

I came in to buy a 6 pack and I was the only customer inside until the rush hit a few minutes after I put my order in. As I was ordering I noticed that they put that the biscoff tres leches was out of stock but I saw many in the back so I asked one of the employees in front if they were still out of stock. She goes to the back to ask another employee if they’re out of stock as if there aren’t 2 full trays behind her. After confirming she adds it back on. As time goes on I realize they’re helping orders after my order when I was first. Both employees saw me waiting and knew I came first but continued to ignore me until I had the courage to speak up about twenty minutes later. It baffles me that they helped other customers who were behind me and did not bother to ask my name for the order or what my order was. Nobody would have helped me if i didn’t speak up. Usually this location is pretty fast so l am disappointed with the service today. These associates need to prioritize those who were waiting first and...

Update: Been here a few times now because I’m a sucker for a mystery rotating menu. I LOVE sugar, but I’m finding ones with icing are TOO rich for ME. If that’s you - you’ll love these cookies. I’m preferring to go for ones with fruit on top, alt. Chocolate chip cookies (pumpkin cookies this week), tiny pie cookies, and peanut butter ones topped with something. So many flavors to try can’t go wrong :)

Crumbl cookies are delightful, have a weekly rotating inventory of cookies (and ice cream or milk as aside purchase). This week we tried it for the first time - Heath cookie (my favorite), chocolate chip cookie cup, M&M, and cinnamon swirl - and are very excited to try them again. The cookies are a HUGE 4” diameter, cost $4-5 per cookie, and are THICK. The texture is like biting into a brownie - somewhere between cake-y and cookie crunch-y. This shop has touch-screen ordering in-store (possibly card only?) and orders through the app. The staff...