Crumbl — Restaurant in Lakewood

Great cookies but disappointed in the customer service. I’ve been to quite a few crumbl locations over the past year. All have been met with happy people serving up cookies. On previous trips to crumbl, I saw ads for catering but not explanations and requirements. I really didn’t know what crumbl catering was all about. I found out today. I ordered from the little iPad kiosk. I purchased cookies for my sons birthday at school - 16 cookies. I ordered a box of 12 cookies for end of the year gift for the teachers at my kids’ school. I separately ordered a box of 12 cookies for my employees at the CPA firm I own. I added a few extra cookies for a friend. I didn’t realize this would be an issue until I started noticing the employees talking and I learned what a catering order means. Apparently I should’ve placed a catering order 24 hours in advance if I was purchasing 2 boxes of cookies. I also learned it’s frowned upon to purchase 12 of the same cookies. My sons class all wanted the Twix cookie. I wasn’t trying to be difficult. I heard more than once that they’d let it slide this time but next time they wouldn’t accommodate me. I was a little shocked to be lectured about spending quite a bit of money….apparently too much money…at this store. If the catering order is a rule then explain and advertise it better! I’ve been all over the crumbl website, Facebook and in multiple stores across different states and never saw restrictions on orders. Sorry I spent too much money supporting your business 🤷🏻‍♀️ I drove 2 hours to crumbl since there aren’t any stores near my home. The cookies are great but that was a pretty...

The employees were great, at least the ones I interacted with. I have to say though the excellency of the whole Crumbl cookie experience and cookie itself has definitely lost it flare since first appearance. I feel that the Crumbl Company is losing focus. I don’t see the same care or taste the same flavor care like when first opened. The size the flavor the decoration of the cookie itself is just not the same anymore. I feel the company has lost its way and is no longer going for quality, but pushing quantity not giving their bakers and employees the time to take with such a large menu, robbing them of the ability to display the care that they used to before! I believe adding cakes and puddings and breads to the Crumbl menu in my Opinion was a mistake. The Crumbl cookie company was and had exceptional cookies when I first tried them! Since the cakes and everything else with this larger menu I’ve noticed a severe decline in quality and Craftsmanship. I have to say my past experiences and most recent experience have been and was disappointing and mediocre not what I expected or remembered from my first exciting experience when Crumbl first opened. The cookies are just OK now!, nothing to get excited about. And their menu is so much Larger than when they first open, or it needs to be in my personal opinion. I can only assume that this is the downfall in quality and will ultimately be their complete downfall. Since it appears that quality is no longer the focus but quantity instead, like I...

My issue with this particular location isn't the speed-of-service, or price-related, but has to do with the actual quality of the cookies. I have been eating these Crumbl cookies from Puyallup for months - almost as an addiction. I come to Lakewood not once, or twice, but 3 times and each time the cookies are subpar. They never cover the cookies all the way with frosting (or give those ones out to people who don't tip extra for what is supposed to be a business service - which is automatically added to orders in the Crumbl app btw, not kosher). The cookies NEVER look the way they are advertised. Puyallup has never disappointed but I have been disappointed three separate times by this location. I'm going to have to chock this up to employee training or management not paying attention. They smile to your face knowing they're handing you a box of effed-up cookies because you didn't watch them place it in the box. The Lakewood location also has their store posted on Uber Eats, yet in the UberEats app, this business is CLOSED 4 days a week on their schedule. If you order in Uber and something doesn't look the advertised picture or you're dissatisfied, they'll give you a refund or partial refund, but in the Crumbl app there is no one to contact, your invitation to provide feedback and earn Crumbl points expires after 4 hours, and I'm left with a box of expensively-ugly cookies and nowhere to complain about it but here for everyone to see....