Crumbl — Restaurant in Fort Worth

I want to start by saying that my first couple of experiences with Crumbl were great (pharmaceutical reps had brought cookies to my office that were delicious). This prompted me to place a "Curbside" order on May 5th for pickup on the afternoon of May 8th for Mother's Day. When I arrived at the designated time to pick up my order, there was no parking available remotely close to the store, so I decided to park and walk towards the front door. As I was walking up, I saw a long line out the door. With the start time of my event approaching, I called the store and explained what was going on, and asked if I needed to wait in the long line. I was told that I would not have to wait, and could come inside to wait in the shorter "pickup" line. As soon as I walked in, I could hear commotion from a lot of upset customers who were there to pick up cookies without pre-ordering, as they were told that the workers were behind on making the cookies for the advanced orders. Those of us in the pickup line were then told that they were basically hours behind on processing the pickup orders because they took more orders than they could fulfill by the designated pickup times. Those of us in the pickup line could see boxes stacked up with names on them, but we were told that those were for orders from hours before that were never claimed, however their store policy would not allow for them to give any of those cookies away to any of us. Many of us requested refunds (including myself) and walked out. I think this is a huge operations issue on any day, but especially on Mother's Day weekend, which essentially ruined some of the contributions for Mother's Day gifts for a lot of people. If another drug rep wants to bring these cookies to my office, I will gladly accept the generous gesture, but I will never spend any of my personal money at a Crumbl store in the foreseeable future (unless I come to find out that they've since learned how to receive and fulfill...

Pros: Cookies are fantastic. The app works well to order and keep you updated.

Cons: The customer service at this location is awful. The last 3 out of 4 times i've ordered curbside delivery where I gave an extra tip, I've had to go inside to pick up my order. The time before last I ordered it, marked on the app I was here and waited. 30 min go by from 7 in line to "enjoy your cookies!" and no cookies. I go inside and the order was sitting there on the counter, no one even tried to deliver.

Yesterday I went to order and I got there, marked myself there and was third in line. 15 min go by and I figured i'd go in again because the app says they were already delivered. I walk in and they hand me the cookies and ask where was my car, I said 3 cars down from the front door. She said "we don't go that far." I was literally 3 car lengths away from the front door. If you don't go that far you should put curbside signs out in front of your property indicating these spots are exclusive for curbside pickup. They used to have it I think, now they're gone so the front of their shop is always filled with cars going to Hopdoddy's.

If you're not going to take cookies past 3 cars in the front, don't offer curbside and don't be rude to your customers saying "you were too far." That's just lazy. They didn't even call me to tell me they tried to deliver the order. That would have at least been a courtesy.

If you go here, go inside don't order curbside. Their cookies are great but the employees there aren't trained to care about...

A client recently sent me a gift of cookies from Crumbl. I was notified by our receptionist that the delivery person apparently couldn’t find our office and “left them in the plaza” at Montgomery Plaza where someone found them the following day and took them to our front desk. The card only said “thank you” so I called Crumble to track down who sent them. They said they “aren’t printing full messages on the cards to save room” but were able to text me a screen shot of the very kind message the gift giver wrote and agreed to send a fresh box of cookies to replace the ones that had been left who knows where. The cookies never came so I called on Saturday and was told the order never got in the system and that since my office is closed on weekends I would need to call again Monday - and no they can’t set it up for me because “that’s another crew” I asked to speak to the manager, who would not get on the phone, and then was told that I would need to contact to gift giver to verify their purchase! So after 3 days, no delivery and 45 minutes worth of phone calls they would like ME to handle their service recovery problem? Suffice to say I won’t be using this company to fulfill any gifts for me in the future and it still isn’t clear whether they have refunded the sender or just took her money and never made good on the order. I don’t care about the cookies but someone spent their hard earned money and took time to try and send a gift and Crumbl botched it and then can’t seem to fix it when it would have...