Crumbl — Restaurant in Maple Grove

I came into crumbl on Saturday to get each one of the cookies because my friend had emergency surgery the night before. When I went in, the kiosk said one of the cookies was sold out. I asked one of the employees when they would be done and I can come back and pick it up. He said 20 minutes and looked very annoyed by my question. I left and came back an hour later (I checked the app to make sure the cookie was in stock) and on the kiosk it was still sold out. I asked the same employee if it was in stock. He asked another employee and she said that it was but for whatever reason it wasn’t updating in the kiosk so I should put a special request note asking for it. That same employee that was irritated with me previously put 2 of the same cookie, looked at my note, then literally threw the cookies back in the warmer. He then proceeded to shake his head, walk off, and throw his gloves. A second employee came and put the wrong cookies in the box. I walked up to him and explained that I would like one of each. He said okay, turned around, and hit the countertop with his fist while also shaking his head. I was very apologetic and made sure to say please and thank you.

I also work in food service as a server so I can understand the frustrations of dealing with customers but I made sure I was very pleasant and respectful. I wasn’t rushing them, and I did exactly what they asked of me (putting a special request note). I thought storming off, throwing gloves, shaking their heads, giving me attitude, and punching the countertop was excessive. So I left and called that location about 10 minutes later, explained who I was, what cookies I got, and the terrible customer service I received. I even explained what these 2 employees looked like. I wasn’t looking to get anything for free but rather to let them know that we can see when they are angry at the customer, and it made me feel like crap. I was hoping they would get talked to but instead I got a “yeah I’m sorry about that”. The cookies were delicious but the customer service...

The cookies are phenomenal, however the customer service and business is severely disorganized. If the product was not so good and such a fun gift to give, I would not go back. Today I ordered 4 cookies as a present for a friend to be picked up five hours later. When I arrived, I was notified that I was the 10th car in line. 10 minutes later, my status updated to 7th and then it stated that my order would be out shortly. No one came. I went in to find that all the cookies were sold out.

When I place an order online and pre-pay, I assume the business is going to plan for that order. This is not the case at this business, it is first come first serve. They do not account for your order until you select that you have arrived and if they are out of that cookie when you've arrived, you are out of luck. I was able to talk with a nice staff member who took pity on me and got me a gift box of cookies so that I was able to have a present for my friend in the next 15 minutes so I'm grateful for that, however should not be something a customer has to seek out when they ordered and paid already!

This happened another time, I had my entire family over and was raving about this place. Went to pick up the cookies and because I didn't select the I'm here button on the app as my phone was at home, they were not able to make my order even though it was in the queue. They live and die by that queue and it needs major rethinking, especially if allowing pre-ordering. If a cookie is sold out at 10am, it should be available to order for the next day, etc. I hope the company can become more efficient and start keeping up with demand in order to not loose customers as they do have a great product...

This past Friday my family was in town so we stopped in to try these cookies we have heard so much about. As this was my first time here as well, I didn't know what to expect. We did not notice that there was a sign on the door (until someone in my group said we were told to wait outside) that only 3 groups are allowed in at a time. My first issue with this is that how am I supposed to know which people inside are in a group, second issue was that it was raining/snowing & my third issue is that I have not been in a business that is limiting capacity in many, many months so am not paying attention to any signs on doors. Once we made it inside, multiple other groups came inside (clearly also not seeing this sign and/or ignoring it) - at this point I heard one of the male workers say to another worker that there were too many people inside. Then a female worker yelled at the top of her lungs that anyone who was not ordering needed to be outside. We did not appreciate listening to this teenager on a power trip screaming at customers (this happened twice while we were waiting). If you want to continue with covid restrictions, that's fine but clearly your sign on the door isn't working. Maybe you need a worker stationed at the door to tell people when they can come in and/or not have employees yelling at customers, asking nicely to wait outside would work just as well. This experience resulted in one member of our group refusing to order a cookie. We will probably be back at some point but not for a while, and hoping for better customer service....