Crumbl — Restaurant in Los Angeles

Horrible experience for my 38 week pregnant wife and myself. I have the crumbl app on my phone and have ordered in the past without issues. At 9:52pm on thursday April 10th, the crumbl application allowed me to place a pickup order at this location as my pregnant wife was craving cookies. We drove to this location which is 20 minutes from our home each way. Upon arrival, we realized that something was wrong. There were employees in the store, but it looked like they were closing. We arrived at 10:10-15pm. I went up to the door and pulled on the door handle, it was locked. An employee in the back of the store signaled they were closed. I waved asking her to come to the door. No employee came to the door until i put my phone on the glass door showing the order and knocked on the door until someone came by. A younger lady came to the door and said that they were closed. I told her that I see that, however I placed an order and the crumbl application system allowed me to place an order, even worse is the store came up on their app showing “open late”. She said that i could come back tomorrow. Maybe someone else would go back the next day, but I don’t like to return to businesses where I have a bad experience. Anyways, I told her that I wouldn’t come back tomorrow and expressed my frustration. I told her, “I’m not blaming you, it’s not your fault, but it’s frustrating and the crumbl application system is flawed allowing me to order at 9:52pm”. Tell me why her first response was to say, “I know it’s not my fault” with attitude. At that point I understood that it was a waste of time and it would be pointless to continue the conversation with this person.

Two problems here.

First, why is the crumbl app allowing people to order at 9:52 when the store closes at 10pm?

Second, I would hope that the employees receive some sort of notification about an order being placed on the app to start preparing the order for pickup. If that’s the case, why wouldn’t they attempt to notify the customer before the customer drives 20 minutes to the store? If they don’t receive notification about an order being placed, why be rude to a clearly frustrated customer who’s explaining that he ordered on the app. Who wouldn’t be annoyed to order on a company’s app only to find out the store is closed upon arrival.

Order ID: dDQDcvqZZq

Updating this review.

Richard the store owner reached out to me and heard me out. He was professional, kind, and understanding of my experience. He heard my concerns and I can tell that he is attentive to his business and will be working to improve the user experience on the app as well as my grievance with a staff member. I will add that I understand that she was probably exhausted after a long day’s worth of work. Richard is true small business owner, he cares about his customers. I felt that with my experience with him, he genuinely wanted to make up for my poor experience. My pregnant wife still wanted some crumbl cookies and Richard was able to connect me to Payton and Brooke in store. I ordered using the app and upon my arrival Brooke had my order ready upon arrival with a busy store full of customers. The cookies tasted great as they always do. I’m glad Richard reached out and I will be coming back to his location when we crave some cookies. A quick turnaround from a poor experience to a great one. Thank you again Richard,...

I have always had a great and easy experience when visiting a Crumbl store- from ordering through the app to picking up my cookies; it has always been a breeze. I felt the need to write this review as the customer service was beyond exceptional at this particular store.

We all know (and I should have known) when an amazing cookie drops, everyone wants it! Long lines will form and the cookie can potentially be sold out. I ordered one of these amazing cookie drops (with my bday voucher)- the Mallow Sandwich on a Tuesday- and it did not cross my mind that this cookie could potentially be sold out around the time I would pick it up (around 8pm). So I get there and let the app know I am there to pick up my cookie, I get #10. I get out of my car and there are a ton of people outside the store. I waited almost an hour to get told that they had sold out of this cookie- very disappointed, but not mad - it happens. I didn't want another cookie so I asked for a refund. Since it was a voucher they told me it would go back into my account, cool.

Come the next day, I go to place that same cookie again and my voucher is not in my account. I contact corporate who told me to contact the store. I reach out to the store- the manager(or owner?) reaches out to me to apologize for my experience. I am and was not in no way mad or upset, I just want my one free bday cookie. :)

Anyways, I told him that I want that one cookie and that I'd pay for the red velvet cookie. He calls the store to make sure those cookies are available. Calls me back and informs me that someone had just placed an order for 50 cookies of all the new cookies- sooo it was safe to say that my Mellow cookie was already sold out that day. Disappointed again, but it happens. At this point the manager/owner tells me he’ll set aside the cookie I want and to just let him know when I can pick up. He was very attentive and made sure I got the cookies I wanted when I got to the store.

Thank you Richard and the workers for making such delicious cookies and for providing amazing customer service!! The Mellow cookie was definitely worth the wait! :)

My only overall feedback (and maybe you're already working on this) to the stores and corporate is to have a way to notify customers when the store runs out of a cookie- this way we're not waiting and being told after waiting a long time that the cookie is sold out. (And can potentially help in actual angry customers). Either on the app or maybe a sign on the door or outside...

I arrived at 8:45pm and stood in-line until around 9:45pm. The entire time I was in-line there were clearly disgruntled / upset customers inside - many of which were there due to an order they placed on the Crumbl app / website. The workers explained multiple times that they may not be able to serve all of us that night and that they were short-staffed. I left without any cookies at 9:45pm, and with a pass to come back and get one free cookie.

The reason for my positive review after all of that was the customer service. I want to commend the on-duty manager Melissa. She did an amazing job managing customer service while being literally crowded by upset customers. She kept high, happy, and meaningful customer interactions even though she was being interacted with by poor customers. Her handling of the situation single-handedly will have me coming back to this location after my visit and she deserves a raise. I would have tipped her had she not been so busy despite me actually receiving no service while there. Please make sure she sees this message - she deserves some support for her customer service abilities and I am afraid she wasn't getting that support last night.

I did also want to take the time to note, while not in control of the workers there whatsoever, that the order-ahead functionality on your app / website needs to be revised. They were flooded with orders and when we were given our free cookie pass we were told that they had 30 reservation orders to fill 15 minutes before close and did not know how they were going to handle those orders let alone new customers like us. In my opinion, the max amount of advance order to be taken in through online should be limited on available staffing. It clearly wasn't and your staff ended up being verbally abused by other customers as a result.

I contacted the owner about my visit, Richard, and he communicated with me almost immediately to express his appreciation for my understanding of what his employees were going through: some were sick and others called out. As someone who worked in customer service I appreciate the level of service the team provided to the extent of making this a 5-star review and I am going back soon to...