Crumbl — Restaurant in Idaho

I have no qualm with Crumbl’s cookies, but my many experiences with this Franklin location leads me to believe that it is severely mismanaged and deserves corporate attention.

The curbside pickup that was implemented at the beginning of COVID has been executed poorly by the employees. Despite pressing the “I’m here” button in their app, being one of maybe two or three cars in the parking lot, and waiting 20+ minutes, I have always ended up in the building anyway to find that my cookies had been sitting on a shelf ready to go the entire time. What’s even more frustrating is that the windows of the building let you see inside and almost every time there was no other customers and the employees didn’t appear to be engaged in fulfilling orders. This has happened to me 6 or 7 times. Ultimately, I have never had a curbside pickup work as intended.

On one occasion, I called in after waiting for ten minutes in the parking lot. The young girl took my name and said that she would have them right out to me. I could see who I was talking to because you can see inside through the storefront windows. She then noticed a friend outside, walked into the parking lot, and proceeded to chat with them for ten minutes on top of the time I had been waiting. I figured my cookies were taking longer than normal to get ready, so I didn’t have a problem with her directing her attention elsewhere. She came back inside, I waited five more minutes (now twenty five in total) and I decided to go in to see what the status of my order was. I asked this same girl at the counter if my cookies were ready, she replied, “yes!” She proceeded to tale a box of cookies off the shelf that had been there when I had initially talked to her on the phone!!

Their inventory management is just as poor as the customer service. On any given evening, there’s a good chance that if you order in-person, one or two of their cookies will be completely sold out or on back order for 30+ minutes (and it’s always the popular ones that enticed you to come in). Going in and having all six of their cookies be available on demand is a rare occurrence for me. It seems that you can usually get what you want if you come in before 5pm-6pm, but during peak evening hours, and weekends especially, there’s a good chance they’re out of it.

Their POS kiosks also manage inventory in an odd fashion: it’ll only accept orders for cookies that are baked and ready to go, but will label the cookies “sold out” even if the staff have a batch cooking in the oven. If you’re set on getting the “sold out” cookie, you’re forced to continually check the kiosk to get your order in, which can be really hard to do if they’re busy and new customers are coming in to place orders for the same exact cookie. If the other customers catch the kiosk right as the system registers the cookie as once again available, a customer that came in after you could order them all out from under your nose. That’s happened to me on two occasions.

Overall, I feel this location suffers greatly from inadequate management. The teenagers who run the place seem to lack the focus and attention to detail needed for both the shift preceding peak hours (when I assume they should be getting cookies ready to handle the evening) as well as peak hours (when speed and detail are needed to get customers in and out). There never appears to be an adult on shift, so I imagine the supervision is minimal. As for the inventory, no one else but management can take the blame.

My wife and I try to avoid this location like the plague and prefer to go to the Meridian location by the Village who executes flawlessly every time (with teenagers too, I might add!). However, because a 20+ minutes drive is not always feasible, we’re stuck having to get our cookies here often. Although the cookies are (mostly) great, getting your hands on them is like pulling teeth.

Hope to see these issues...

-I just saw I did a review from last year and I have to do this review again?!?! Seems like you guys are not training your employees or even talking to them on their attitudes.

Don’t get me wrong the cookies are amazing. I thought it was just me but it is definitely not me. When I went to this location and meridian location. They all act like they don’t want me to be there. Every time I walk in. There is no smiles. No hi. No greetings nothing. I have made a few complaints about these two locations. Seems to be the same. Seems like the employees are not being talked to. I have to bite my tongue every time I walk in. So I just go straight to the screen and order and then just leave. I do not leave them tips anymore. I felt like they don’t even deserve tips. Sorry. Now I found out there was one on federal in Boise m. Which is 35 min drive from my house. So I decided to go there. It was amazing. I walked in and both employees are friendly and they said hi and smiled and welcomed me. They actually chatted while these two locations act like customers got a disease and should not be talking to customers. I seen some reviews about it and I am in the same boat!!! Even the manager who said she is the manager who is rude and did not even acknowledge me or say anything. She seems like she was in bad mood. She needs to be retrained as a manager the one on eagle road. I would love to go to federal way in Boise but why should I when eagle road is a lot closer to me. Federal way is the best so keep it up federal way crumbl!!!!! Franklin and eagle…. Do better. Change your attitudes or maybe get a whole different new teams...

Super Disappointed! My daughter was sent a gift Box of 4 cookies last night (Oct 23rd) with a "Thinking Of You" sticker to cheer her up. It was delivered around 8pm. It contained: Twix, Reeses Peanut Butter Cup, Rice Crispy and Hubba Bubble Gum. I called the store to ask if the Rice Crispy cookie was Gluten Free. The girl kept saying she was "unsure" she "didn't know", "maybe but she wasn't quite sure", then said she "had to check the I-pad", then said she "didn't know" again after checking the i-pad and was "unsure". She "couldn't see anywhere that told her whether it was or was not gluten free". I asked to speak with the manager after about 2-3 minutes of this and she said she was the assistant supervisor. I said we have a gluten allergy in our house and I NEED to know if the Rice Crispy cookie is Gluten Free. We went through another 2 minutes of her being unsure if the Rice Crispy Treat Cookie was Gluten Free or not. How can you be an assistant supervisor and not know if a cookie is gluten free? You could cause someone to have an allergic reaction or cost someone their life if they go into severe anaphylactic shock depending on the severity of the gluten allergy! Crumbl you dropped the ball on training, customer service and basic product knowledge; ESPECIALLY if an assistant supervisor can't tell me basic product knowledge! I will never order from you, recommend you, nor send out your product to friends because I can't be confident of the contents in nor the quality of your product if you aren't!...