Crumbl — Restaurant in Lubbock

I don’t want to be rude but I had such a horrible experience yesterday that I have to post a review. I had ordered online (not in the app) and had gone in to a very full lobby (at least 15 other people). The order line was massive and I stood in the pick up line since I had.. of course.. ordered for pick up online. There were two people in front of me and so I waited… as I watched 7 employees stand around watching one girl expedite all the orders. The rest of the workers were frosting cookies, whipping icing and standing at the register (at one point with no one in line anymore, yet did not move and just watched the chaos). The poor girl doing all the orders was clearly overwhelmed and I could see the frustration on her face that no one was helping her.

The guy that was right in front of me in line at the pick up counter was a crumble worker who had clearly just gotten off shift. We had been waiting long enough that I could already sense things were not being run efficiently and no one had come and asked me what my name was for my order. So I asked him and said I didn’t order on the app, do I need to go stand in the order line and let them know I’m here. He replied yes because on the app there is an “I’m here” button and they wouldn’t know who I was otherwise. So I leave my spot at the pick up line and head over to the loooooong order line. I wait. As I’m waiting I’m literally observing all the workers just watch (literally staring) at the one girl doing ALL the orders, completely drown. I finally get up to the order counter to tell them how I placed my order and what my name is and the girl looked at me like I was from outer space that I placed my order on my laptop and not the app… then I go over to the pick up line (again). Then I wait. Y'all… I watched everyone who had been there since I walked in and a line of people come in well after I did (at least 10 more) and all of them were helped before I was. They asked me my name 4 times and I still sat and watched the girl work on orders that were not mine over and over and over. There was no urgency, no organization, no assertiveness. I wasn’t given my order until I was the last and only person in there. I had been waiting for over a half an hour y’all and if I hadn’t already paid I would have left.

It’s clear that whatever their system is, it isn’t working. And instead of having one girl on orders when they’re that busy it should have been a matter of priority and frankly common sense that all the other workers pause their station and go help the girl expedite and get orders out. It just made no sense to me!!! For all those workers to literally just stare at me, knowing I had been there for a long time and not once do something about it and not have someone stop and say “she’s been waiting longer than all these other customers, we need to complete her order first.” They all knew. They all knew I had been waiting, they all knew I had been in there for a long time and yet they watched me, watch her get out all the orders including the people that walked in waaaayyy after I did. And none of them stepped in or stood up and did anything about it. I didn’t want to say something in the moment either because I didn’t want to be that person. I really was trying to view it as them doing their best but to watch a handful of people stand around and not help, not do their job, it’s not them doing their best.

It’s not right. It would have taken one person, one employee to jump in and say let me help, to me or to the one girl doing orders, for things to improve and it didn’t happen. Needless to say I will not be going back. I also gave them a tip on my online order and that will be the last time I tip anyone before I receive my order or food. No establishment should be asking for a tip until after the customer has gotten the finished product…period. And its experiences like mine that are...

I hate leaving bad reviews, but I feel like this one is warranted. The customer does not come first here. If a delivery is made to the wrong location, Crumbl takes zero responsibility and does not compensate the customer in any way. I understand that Crumbl has no control over Door-Dash, however, that is the price of business. Crumbl makes delivery an option, and Crumbl relies on Door-Dash to conduct that aspect of business. Any company that makes a product is responsible for that product until successful delivery is made. Crumbl relies on customers for profit, and thus relies on successful delivery. If an error is made during delivery, that should be between Crumbl and Door-Dash. It certainly should not come out of the customers pocket. Crumbl should eat the cost of a failed delivery, since they rely on the delivery service for that kind of business. A refund, re-delivery, or even in-store credit should be offered to the customer. In-store credit is still a profit, because the price of the cookies is not truly equal to the cost of making them, so there is still not much of a loss. But when you force the customer to throw their money away because you do not guarantee your product when the delivery service you rely on fails, that is poor business, and ends up costing you more because you lose a customer. No one likes to throw away money, and the customer should be the last one to throw money away in a business transaction when the fault is not theirs. Respectfully, I will not be using...

I was excited to go use a one free cookie coupon I received after a catering order took longer than promised, so I went in to pick up one lemon cheescake cookie. When I walked in, I was immediately greeted but told by multiple workers at once that orders would take 30 minutes to an hour- which I agreed to since I wanted to use the coupon on a cookie I was excited for. However, I stood at the counter to order for over 10 minutes and wasn't acknowledged except for when a worker not working on packing orders at the time just came up to me to ask that I was fine to wait the 30 mins to an hour. I said yes and assumed they would take my order right there but they just said ok and walked away (not immediately doing anything after). It was very strange that we were standing there for so long- the only ones in line- and not acknowledged once. I got the impression that they did not want to take my order to add on to the load, which I understand but I just wanted one cookie and it was very off putting that they didn't want to help me. I even noticed two full trays of lemon cheescake cookies sitting out. So we unfortunately just had to leave empty handed which was very disappointing. They did not seem to care that they were losing an order (even when we were the only ones there to order) so I won't...