Crumbl — Restaurant in Fort Worth

Update 2/14/2024: Arrived to pick up multiple orders. Complete nightmare, understaffed, no one is greeting the 10+ delivery drivers waiting at the counter, no one is calling the names of the seven boxes of cookies ready to go, the young employees move without urgency, nothing has changed basically.

Update 5/13/2023: I just left there at 12:40 PM. I was there to pick up two separate online orders. I waited at the counter for 10 minutes. Not one employee acknowledged me. The young lady wearing the ‘Team Lead’ badge on her cap, approached the counter three separate times and gave orders to other customers and not once even looked my way much less acknowledge that she knew I was there. So I left, AGAIN and both of those customers now have to wait even longer for their orders to arrive at their home.

Update 3/26/2023: One week after posting the original review, I'm changing the stars from a three star to a one star. I was there again several times & same issues occurred. But on Friday, 3/25 they finally had their customer screen working again. Walk in customer line is out the door & the screen reflected all delivery orders for customers. Maybe ten names can be reflected and of course my customer could not be seen visibly on the list because it's so backed up. During my 12 minute wait there the three people working the register and preparing orders we're serving the walk in customers first. Which explains the back up on the delivery orders. Apparently pre-paid customers aren't a priority for this location. I literally had to put my phone in front of one of the employees face when he walked up to the counter because they do not acknowledge anyone waiting at the counter unless they are walk in customers. After 12 minutes I had to leave because I don't get paid to wait on staff who aren't even working the delivery orders. They really need two people designated to work delivery orders only and two people working the walk ins and one on the register for busy times; because these cookies are not worth the money and time you have to wait. I have a love/hate relationship with this location. I've been a customer and a delivery driver. If you order via a delivery service or their own app, they will not make the order until they've been notified via the apps that the customer/delivery driver has arrived. Because of this, I will actually put that I've arrived when I'm down the street when the app allows me too. This process consistently causes lines out the door because they also have customers who walk in and order as well. The wait times are really bad Thursday evenings through Saturday nights. I've only been there maybe twice and the order was actually ready before I arrived. That was back in February 2023 and early afternoon when they were slow. Due to the delivery service I work part-time for, I'm typically there at least once a day/5x a week minimum. The younger staff unfortunately do not always have the basic skill set for proper customer service. I've lost count to how many times I've walked in there with no greeting or even acknowledged until they were ready to give the order to me. I've also seen them do this to other drivers and walk in customers as well. About two months ago I walked in and was excited to see an actual adult over 30 (she was a bit older than that and was being trained) When I mentioned to her it was nice to see an actual adult, she responded that she better be since she was one of the owners. Since she was being trained, I'm not sure if she was a new owner or if she was just now getting trained. Either way, I do feel since the beginning of 2023, their wait times have shortened compared to 2022. As for the quality of their cookies, they are too sweet and too big for me personally. I typically can only eat a 1/2 cookie at a time. But the overall quality has always been good and more of a 4 stars for me vs the 3 stars that's given overall. There's so much more I could 'complain' about, but those experiences are related more to 2022 vs my recent experience in 2023. So I'll leave it at...

I left an update

Went to Crumbl yesterday and there were 4 employees and a lot of customers. Me and my daughter got there around 4:45/5p. We didn't walk out until after 6:45p/7p.

The workers were only working on to-go/mobile orders. They didn't communicate to anyone who was standing in line at the counter. Not one person said anything as to why no one was taking front counter orders!! Around 6:30p I had to get an employees attention and I said "excuse me, but how long until my order can be taken?!" He sighed and said "I can go ahead and take it." After 15min-20min of waiting I asked the girl who handed me my cookies "is there anything that can be done for the long wait and non-communication?!" She said "no, unfortunately we have a lot of to-go/mobile orders that we are trying to fill." I said "ok, but can you let those in line know that bc we've been waiting a long time and no one has a clue why it's taking so long." The lady said "sure." But walked off and went to the back. She didn't say anything to anybody. I had to inform everyone what was going on. This was poor poor customer service!!!!

Update: I called and spoke to the store manager (Alli) and she was super sweet and nice. She listened to my story and what I experienced. She apologized (several times) and admitted that they are working on this issue bc it has happened before (recently). I shared my tips as to what they can do in the event that this happens again (receiving tons of to-go/online orders while having people in line at the front counter) and she said my ideas were helpful. She offered for me to come back and I did (the same day I spoke to her). She said she wrote my name down just in case I came in when she was off or had left for the day. And my experience was a lot better. Everyone was more attentive and welcoming. The shift manager said that she didn't see my name or a note about me coming in, but she believed me when I told her about the phone call with Ms. Alli. Bc of this I have updated my customer service experience to a 4star bc I really think Ms.Alli is trying her best and she listened to my suggestions. Thank you...

Placed an order for a dozen mini cookies and bag of cookie bites. Didn’t get all the cookies I ordered. Had the right number, but they replaced 1 of our cookies with a different type without letting us know. The Crumbl delivery driver forgot our cookie bites completely. Also, the seal on our box looked like it wasn’t properly sealed or someone opened it after sealing it. And the gift wrap we asked and paid for wasn’t provided. We called and the person we spoke with wasn’t very competent. Took multiple times for them to get my name, then realize they needed a sticky note to write my name down to give to the driver so our missing item could be delivered. Then proceeded to tell me if we didn’t get the missing item within 2 hours, to call back and they could send a different driver to deliver them. Ridiculous! Cookies are good, if pricey, but this experience has been a complete turn off dealing with Crumbl. Lastly, their website shows a lovely spiral piped PB&J cookie, but ours looked more like someone just squirted two globs of frosting on top of one another. Very disappointing. UPDATE at 7:53pm almost 6.5 hrs after placing order. I tried calling multiple times after it was hours with my missing item not delivered. Kept getting “no one available” message. Finally went to the store - it was PACKED and while standing there they had at least 3 people come back with order problems. Finally after 15-20 min waiting managed to get an employees attention and she said “oh, you’re just missing some cookie bites, okay.” She reached in the freezer, grabbed a bag, and handed it to me….. and ironically it had a sticky note on it with my name, where it was apparently sitting in the freezer since 6+ hours earlier. She started to say “oh wait” when she saw the sticky note and I said “It’s okay, that’s my name.” I’ve worked customer service and food industry jobs for decades and rarely see such abysmal service and...