Crumbl — Restaurant in Houston

This was my first time coming to Crumbl so I was excited. I decided to order on the App, & do a pick up (thank goodness I ordered ahead of time). I ordered 1 thing which was the Strawberry Tres Leches cake, & walked in at 11am. There were about 4 to 5 workers, & not a single one said “welcome” or “I’ll be right with you” or a simple nod or smile to acknowledge me at all. I was the only customer in that store for a good 5 minutes before another customer walked in so it wasn’t like they were busy helping someone else. I walked towards the register, & waited an awkward 3-5 minutes before one girl nudged the shorter girl, & FINALLY she came over, & asked me what I needed. I said pick up for “Kathleen” which she grabbed my box (it was already ready this whole time just sitting on the counter), & handed it to me before she was about to walk away again, I caught her in time asking for a fork because I noticed there weren’t any out. Which is odd because they just opened an hour ago, & there’s no forks or napkins? Just an empty roll on display. SMH. She didn’t communicate once again, just walked away, & there I am left in awkward silence once again. Waited another full minute for her to emerge, hand one to me, & that was that. I said “Thank you. Have a great day.” & with no surprise she didn’t say anything back.

Where has customer service gone? What should have been a quick minute or 2 pick up ended up lasting about 10 minutes of horrible awkward silence/service. It literally gave me such a bad impression of Crumbl overall. Customer service, & decent curtesy is the bare minimum. With “service”like this, there’s no need for actual humans, just minus well replace them with robots.. jeez. I definitely will never return to this location again. I already reviewed this location on the Crumbl App, hopefully this gets to the owner, & they do a basic...

Never have I been to this location until last night at around 9:30pm or so, close to 10p maybe and I was so confused to where the line started and who was waiting for what customer wise. It wasn’t clear, I had to ask someone if he was waiting to order because it was quiet crowded. I don’t like the fact that you can just order on the kiosks and there’s no real customer service attended or action between guests or any type of explanation. The employees were scrambling to get orders out while customers stood around staring for awhile. I had 2 cards valid for free cookies due to my last delivery, they didn’t have when I ordered online. So I tried to get on a kiosk and do it manually to order 2, but no QR codes were on the back of the pink free cookie cards, for this location. So I had to go upfront and try to ask one of the employees what to do. 2 of the girls came to see my issue/request. I explained it and one of them the Hispanic girl with dark hair and defined makeup, (very sweet and helpful) I’m sorry I didn’t catch her name. But she told me I could pick 2 cookies, and the first was the berry one with white frosting and the 2nd I requested was the cinnamon crunch but she mentioned it was a 5 min wait on the next batch, I didn’t want to wait longer so I asked if the Oreo one was good it was cheesecake Oreo and she highly recommended that 1. So I got it. Dang, Was she right!!! It was phenomenal :) and she took care of me right away and I got out before many of the other customers with possibly larger orders or waiting on the strawberry flavored cookie. I wasn’t pleased by the set up or waiting but her service was by far excellent and not time consuming. Thank you so much !!!! I’m from Katy new to downtown area but I would return here.

Only disappointment : they didn’t have gluten free or sugar free...

I previously had a great experience and rated them 5 stars. We actually love these cookies and order delivery almost weekly. We've recently, however, had 2 pretty bad experiences. Both times we ordered at the kiosk because no one really greets you at the counter. The first time, there was a long wait but they apologized and we got a free cookie card. This second time, I waited for 25 minutes at the store for cookies I ordered at the kiosk. While I waited, I noticed rude behavior to customers, employees ignoring customers, employees not wearing gloves while preparing the boxes, and employees showing attitude to one another. I even politely asked how long it would be for my order after 20 minutes of waiting and got a blank stare and never got a response. Almost like I asked in French. No sorry for the wait, no recognition that it was taking a while, no reason as to why it was taking a while. After the 25 minute wait, I decided to cancel my order because the wait was too long and there was no reason given as to why it was taking a while. After they said they canceled the order, I noticed they didn't refund me the tip..... why in the world would I want to give anyone at that store a tip? Don't bother calling to get that settled. No one actually wants to respond to a customer request. I'll be taking my business elsewhere.

Previous review when they first opened: Delicious cookies and quick, friendly service. Impressed by the number of employees working there. There was plenty of parking, although we went in...