Crumbl — Restaurant in Franconia

I came to this location to get a specific item because the app indicated it was sold out at my home location, so I went out of my way to visit this location, I planned dinner for this area since I was coming this way. I placed my order on the mobile app to ensure I could get the items I wanted. I scheduled a pick up for 8pm. We arrived at the store a little after 8, my fiance went in to grab the desserts, he came back out empty handed about 5-10 minutes later saying they don’t have our order, I gave him my phone with the virtual receipt displayed on my phone, he went back inside with it and was once again inside for an unacceptable amount of time. I had to wobble (from an injury) into the store only to be ignored for an unacceptable length of time, eventually I was able to get the attention of an employee who told me I’d have to wait 15-20 mins while they “search it up” I told her that’s not acceptable at which point she went to get the iPad, came back asking more questions then eventually went to talk to who I assume is the manager. Oh boy what a unprofessional manager he was! He then asked question after question about the order all while I’m showing him the receipt on my phone, at this point my fiance is looking at the MANY boxes they have stacked on the table in the center and realized our order to which he pointed out to the “manager”, he ignored him once again, we spent a total of 30 minutes in this store to get an order that was pre ordered on the app hours prior and scheduled a pick up time. This was a frustrating and inconveniencing experience and I will NEVER return to this location. The manager did absolutely nothing to fix the inconvenience, not even an apology. Is this the way you all treat your customers?! Bad business!!! GET IT TOGETHER CRUMBL...

I hate to complain but I’ve had a similar experience too many times when buying cookies from this location. First of all, the service is absolute garbage. I order on the app ahead of time and when I get there it’s always a long wait, meanwhile, customers that walk in and place an order on the kisok get theirs 2 minutes after placing an order. What’s the point of ordering and paying ahead of time? I also have noticed that the employees never take the time to greet customers or acknowledge them when they’re picking up. My latest visit (11/23) resulted in me waiting 15 minutes before being helped and I waited and didn’t engage just to see how long it would take. When I was assisted, I still had to wait because my cookies weren’t ready or packaged even though it was past my scheduled pickup time that they assigned. I understand that we have to be patient and that places are busy but it’s unacceptable to not even be helped unless you directly go up and say excuse me. We’re obviously waiting for a reason. A lot of younger people work at this location and seem to have favoritism towards customers they know or that visit a lot, as they get better service than the rest of us. My other issue is that the cookies don’t look as they should. On my last visit (11/23) I was handed a the oatmeal skillet cookie without the icing and had to ask the associate for the icing and they proceeded to give me a look as if I’m asking for something absurd. These last visits have been a nightmare and I would love to see prompt service and...

Horrible customer service, experience and quality. I placed an online order for a 6 pack of cookies, waited about 30 minutes for them to go through the que only to get to the store and be told they were "sold out" of what I ordered. Which was a basic order of chocolate chip, I see other people coming in placing orders similar to mine and question the cashier who then says "oh well we're not sold out but I'll have to make you some so it'll be another 10 minutes". My kid really wanted these cookies if not for that I'm gone but since we'd already taken the 25 minute drive and this was our first time trying Crumbl we waited. I agreed on the remake then went back to my car and gave it an extra 15 minutes. When I go back to check on my cookies, I'm not acknowledged for another 5 minutes and they're still not ready. By this point it's been almost a hour I've been at this store. The store to add is run by teenagers who seem to have their friends or overly friendly customers hanging out not purchasing anything in a already tight space, there were groups of kids horsing around play fighting in the store, banging on the store glass, throwing things, cursing just overall not a family friendly environment or professional in the least. I finally get my order, get home with my cookies only for half of them to be raw inside and have to be trashed!!! Never again with Crumbl cookie. $21 dollars and 1 hour of my...