Crumbl — Restaurant in Glendale

Terrible customer service. My sister and I walked in, the first customers in the store, walked to the register and began discussing what we wanted to order. The staff member did not greet us, but proceeded to make/ pack orders from the screen. Other customers came in behind us and she proceeded to ask them if they had pick-up orders. She assisted 3 different customers that arrived in the store AFTER us. I asked her why haven't we been helped yet, she responded "I'm taking care of online orders first". How do you know what type of order we have if you haven't asked? And why would you not at least say that instead of just ignoring us because we were standing at the register? She proceeded to say "whatever" and continue to help the now 4th customers that had just arrived in the store. Her coworker that was doing something with the ovens, came to apologize and asked what we needed, by that time my sister had already left after the exchange and said she didn't want anything. I asked for the rude staff persons name along with the name of the store manger and was told the girls name was Amelia and the Managers name was Catherine, which I found out today when I called the store, no one by either name worked there. Staff are rude, and should not be working in positions servicing customers if they at the very least don't know how to speak to people. That interaction could have went completely wrong, if I did not know how to conduct myself, because she sure didn't. I kept in mind that she appeared to be extremely young (teen) and I'm well into my 40's. It's cookies at the end of the day, but there needs to be some kind of signage or SOMETHING that advises customers that the priority of the store is online orders and not customers looking to place orders, if that's what it us. No one should be waiting in the hot store for over 20 mins amd not be helped after being the first customers in the store. That is absurd. I would still like to speak to a Manager regarding this. I was also advised that the store has a recording, so please watch the exchange that occurred 9/17/2024 between 8:30p - 9p. I will await a response.

Please also note: I have already made ac report with crumbl.com/contact. So that is not the resolution I am...

It was my first order at this location and I was looking forward and expecting the same type of service and experience I had from my other favorite location but this location felt short. It was quiet dissapointing. Usually the cookies are warm and fresh but these were not. I drove an hour for these cookies expecting the same flavor,, the same quality, and it was not what I found.. It's so disappointing and frustrating. My favorite Crumbl place a paper to cover the cookies on top and if there are individual cookies, they come nicely in a beautiful box, not in a paper pocket. The box was dirty in the outside and also the box was not sealed... so many wrongs.. or I should say my favorite Crumbl does it way different than this location. This is why, even when a brand have multiple locations, customers choose to go to a particular one because their attention to details is extraordinary and they deliver the perfect experience that can WOW anyone and keeps you coming back for more. Unfortunately this was not the case here. I will not reorder from here again. I will rather drive the extra miles and go to the other location. They already know what customers expect without even been told. I am definitely not looking forward to come here...

Crumbl is good, obviously everyone knows that. But this review is to specifically recognize Ayanna. We walked in tonight to a line of probably 20 people, and let out an exasperated sigh as we waited in line, which seemed to take a while.

After maybe 5-10 minutes, Ayanna addressed everyone and informed us that their card reader was down, and that you would either need to know your card number or pay cash. After that, she started taking people's orders before they got up to the front and directing the other employees to get these orders ready preemptively, that way paying was the only thing slowing the process down. She was absolutely HUSTLING.

She was bouncing back and forth between getting people's online order information, calling out customer orders, and getting payment methods ready, while never seeming to get stressed, annoyed, or rude.

When it came time to pay, she turned the screen around and had the customer manually enter their cc info, which was a nice way for us to feel more secure.

She showed natural leadership and a great work ethic, while maintaining an air of professionalism. Ayana, I know you may feel at times that your hard work goes unnoticed, but people like me see you and your hustle, and you deserve to...