Crumbl — Restaurant in Longview

Never will I ever order curbside again. I placed my order at 8:18pm for ONE lemon blackberry cookie for curbside. The facility was busy so I didn’t mind the wait. After awhile I noticed business slowing down, but no one had came out to my car even though I noticed several cars receiving their orders. I finally spoke with a young lady that I saw delivering curbside orders & asked about my order. She stated how they was backed up because they ran out of iced oatmeal cookies & that made them fall behind. She asked me how I ordered and made sure I did it correctly (which I did), my name and said she would look me up in the system to make sure I didn’t get lost on the mix. I said ok that was fine, I had no issue with it. After some more time passed, I noticed more people coming and going and receiving their order very quickly! Mind you I have my 6 month old who’s getting sleepy and cranky. I finally went in to speak with the girl I spoke with outside to let her know that I still hadn’t received my cookie and she looked at me like she didn’t know what I was talking about. Turns out she never looked up my order and it had been sitting on the counter the whole time! I didn’t get my ONE cookie until almost 9:00pm and that’s only because I walked in. If I hadn’t already paid I would’ve drove off way before then. And honestly I wanted to just get my money refunded, but as I stated above my baby was starting to get upset & restless and I needed to hurry and get home. I didn’t even get a chance to do another task I had planned due to me waiting so long. I didn’t receive any type of apology or anything. This was very...

I'm not a complainer and not typically one to leave reviews, but I feel it's necessary since this business just opened in the area and there are issues that need to be addressed. My issue began with an order placed and paid for thru the app. Something came up that I wasn't going to be able to get over there to pick up my order, so I tried to call the store all day prior to my scheduled pick up time to cancel and no one ever answered. I made alternate arrangements and drove the almost 40 miles to pick it up. When I arrived, they informed me that they could not fulfill my order because the banana cream had to chill for an hour minimum and would I like to come back or substitute those items. My answer was no because the banana cream was the whole reason for the order in the first place. So she refunded my money and I went angrily on my way. The issues that I see need to be addressed are, answer the telephone, provide a way to cancel an order via the app and make sure you have have all ingredients required to fulfill online orders or don't make that an option. There is no good reason why you shouldn't have banana cream chilled at all times so that this is never an issue. Also, online orders should take priority and be fulfilled over walk ins, because well that's why we order in advance, so that we don't have to make the drive, only to stand in line and risk you being...

I decided to treat my kiddos, however a whole hour of my time was wasted. I ordered cookies which were very good. I used the kiosk and I guess it’s simple BUT I wasn’t aware there’s more steps to complete after you pay. I didn’t add my name again to be called I’m assuming. Somehow another guest used my phone number and made a purchase. My name was never called for my purchase even after explaining to a staff member my checkout process in which she assured it was correct. Many others checked in got orders and left and I’m still waiting. To shorten the story the team leader was called and explained to the situation…She was always so sure about everything she said…I found it comical because there’s no way she could be that sure that I ordered 12 cookies when I only ordered 6 and that my card was charged once when it was in fact charged 2x…her assurance was never sure, but anywho…2 charges to my card and no accommodation later…a charge was to be refunded but not sure how when someone else payment showed in my app from my number and not my original payment method. There’s a refund for them in my app, but no proof for myself other than I have to wait to check with my bank since the team lead was so sure she refunded me. Guess I’ll see Monday. Total waste of my time for 6 cookies. Again the cookies are good, but I’ll stick with Great American Cookies and Famous Cookies...