Crumbl — Restaurant in Fishers

There needs to be a large sign telling people to order by themselves (on an iPad) because that is NOT obvious unless you’ve been there before. This was my second visit to this location and the first time we personally stood there waiting for several minutes for someone to help us until we finally got someone’s attention and then they told us to order on the iPad. This time, the couple in front of us stood there waiting for awhile until I realized they probably also didn’t know they had to order on the iPad, so I informed them. But then they wanted to pay cash, so they had to talk to someone directly anyway.

I feel like, at this location at least, in person customers are an after thought. It is clear that pick-up orders take priority so it is hard to get anyone’s attention to even ask a question. The only “personal” interaction they give you, if that, is when they hand you your cookies at the end.

Another issue that I had was when I was ordering on the iPad, there was a specific flavor that I wanted but it said it was “sold out”. Actually two flavors were sold out by 8:15pm on a Wednesday evening, so there were only four flavors left, and I wanted a box of four different ones, so I had to get those four flavors (even though they would not have been my first choices). Anyway, after I ordered and I was waiting at the counter to receive my order, I literally watched one of the workers put one of the “sold out” flavors into new boxes! What?!? Why couldn’t I have ordered that if it’s RIGHT THERE???? I did ask an employee about it and she was like, “what?”. But then she checked and said it was almost out and mumbled some other things under her mask which I couldn’t hear... ugh. My guess is that they were for pick-up orders, which, again, feels like pick-up orders take priority.

Overall, as an in person customer, I felt like an after thought and I was frustrated with the lack of employee interaction. I still gave Crumbl three stars because the cookies are still really tasty, but there are a lot of things that could be done...

Update: These cookies are yummy and the rotating menu is fun! Since I have been able to get these more conveniently, I am much more happy with this company. I have left my former review below but am much happier with the service now. Again, the cookies are amazing and I love the switching flavors!

Frustrated. So far, that describes how I feel about this establishment. I am super excited to try the cookies they have to offer but it seems to be quite impossible to get one. I have been trying to order on the app for nearly a week now and they have not had any of the flavors available to order through the low-contact options (curbside/delivery). I called twice to see if there was any way to order using curbside and was told that was not an option both times. One employee told me it was because of their grand opening (which happened over a month ago) and another told me it was because of the upcoming valentine's day weekend causing long lines (this was on Monday before the holiday). I drove by after the second call and there were no lines. I'm not saying they were lying but that seemed kind of suspicious. I guess all I am trying to say is that if you are going to promise something, then make sure you can make it happen. If you are offering curbside on your app, make it work. I am generally frustrated by the lack of information both on the app/website and social media sites for this establishment. If you can't offer something, let me know so I don't get my hopes up wanting to try an amazing cookie. All that being said, I am willing to update this post as I make more progress in my adventure of cookie-seeking and am looking forward to an improvement in...

Cookies are good most of the time, but even after now, the customer service has yet to improve after since it's opening. Today is the day I took time to provide context of my experience. Whoever the lead person is greeting the customers is not necessarily the friendliest. When asking questions about the flavors of the week it seems like an imposition. I honestly try to give them a pass due to the low expectation of the lack of customer service in many institutions, and many times this may be the employees' 1st job as they may be learning proper customer service. However, when asking any question, especially about the flavors, the staff have zero clue and the only response is, "I don't know, but it's very popular seller!" This question was only asked after one of the 2 front staff members voiced without looking up, that if anyone has any questions please don't hesitate to ask. Asking a question seemed to be an inconvenience on their part. When my order was complete and passed to me the box edges were not clean. I had to clean it off. I thought the counter was clean and it wasn't as I had to also clean my hands again because there was chocolate icing on the bottom of the box I didn't notice until I picked the box up after cleaning the icing off of the top rims of the box prior to taking it to my vehicle. Interestingly enough, the young lady who handed me my box noticed the icing on the edges of the box but didn't bother to offer to clean it up or rebox the cookies. Overall it's a decent place, just wish the customer...