Crumbl — Restaurant in Irving

Been coming to this Crumbl location for three years and it’s progressively gone down hill. I hate writing bad reviews, but something needs to be done to save this location.

To start, the store is DIRTY, to the point when I walked in today that I thought about cancelling my online order and leaving. Floors are sticky, counters are messy and my box was handed to me with frosting all over it. In addition, most of the women there had long, thick, black hair, tied back…but not in a hair net. Not ok.

Secondly, the product cannot possibly be up to Crumbl standards. The cookies used to be cake like with perfectly adorned frosting/toppings juuuust like the advertisement each week. Now, it looks like my two year old decorated them and threw them into the box. The cookies are thin, flat, and no longer the signature cake appeal.

Lastly, when I walked in today the place was WALL TO WALL with people waiting for their orders. Clearly the operations of this store is not properly managed and I waited 30 minutes for a 4 pack on a Saturday afternoon. I know this week has been a popular menu with the Dubai Brownie, but we’re just loading cookies in a box. It can’t possibly take that long. And they were out of several types of cookies and giving minis instead. I guess a fair swap, but just not what folks are ordering.

The store must be under new management and it is not going well. I hope something is done to bring this location back up to standards. In the meantime, going to check out some other locations...

I hate to have to do this, but I have to. This Crumbl location needs some work. The store is never clean. Never. The counters are always sticky and dirty, the floors are always sticky and dirty, and even the complementary paper towels are always dirty, if they're even present. FYI Crumbl, filth is a major turn off for an establishment that sells food. In addition, this location is always understaffed. I've always had to wait to be helped, even when I'm the only one in the store. It's insane. And good luck picking up an online/app order. No employee I've encountered ever seems to know how to find an order that wasn't placed in store. Such an inconvenience. And the worst issue of all, IMO, is employees not changing their gloves frequently enough OR using the spatula to retrieve your cookies. Just today the employee went from handling cookie dough, to touching the order screen, to touching door handles, all while wearing the same gloves. Then he used the same gloves to pick up my cookie order with his hands, not a spatula. The germs spread in this one transaction are insane. Im throwing the cookie away. Unfortunately, this has been the case since this location opened. Ive already decreased the frequency of my visits, but now I just wont go at all anymore. Ive given enough chances for improvement. If you care about cleanliness, go to another location folks. I know I will. Or even better, make the complete switch to Cookie Society like I should have done a...

Today is 02/17/24 at approximately 9:00 pm, I just went into this location to purchase one cookie. I have never had to wait this long for a cookie. I understand it's the weekend, so I get there can be quite a crowd. However, when I arrived, 3 people had been waiting over 25 minutes. There was an African-American guy(I forgot his name because I did ask him), who was the only one working and getting the customer's orders out. There were 3 other young ladies. 2 of them were playing at the station where you batch the cookies to mix and another young lady was in the back doing whatever. The lady in the back finally decided to pack orders but was very slow and acted as if she didn't want to help. By this time, it is flooded with customers. If I had to guess about 20. The 3 young ladies were just standing around not helping this man get the orders out. I asked him who was the manager, and he said Chuck, but of course, the manager wasn't there. I ordered one cookie and waited 10 minutes. I felt bad because other people had waited 3 times as long as I did. When there are a bunch of kids running an establishment, they don't seem to care or understand the importance of customer service. Being a retail manager for 16 years, if this was staff, everyone would be disciplined immediately. I'm only writing a review because I'm in the industry and I understand the importance of...