Crumbl — Restaurant in Maryland

I have never been so disappointed in visiting a chain in my life. I ordered ahead online and when I arrived, I selected the I’m here button and the order told me I was 5th in line. I go inside to wait my turn and I see they had one girl boxing cookies. As I am waiting, I notice the girl was jumping orders, and as people approached her asking about their orders, she would jump to their order and give them theirs. After waiting there for 30 minutes, there was a shift change. As soon as it hit 5pm, this girl drops everything and clocks out. It took an additional 5 minutes for the next shift crew to figure out where their station was. The person who then took over boxing cookies was also training a new employee. She could not accurately give this kid instructions because they both kept getting side tracked and this girl boxing kept getting bothered by people asking where their cookies were and if this name was on the list. I had to ask a different employee to grab her when she came back because I had been waiting for 40 minutes, and 20 of those minutes said I was next in line per my order. He graciously kept reminding her about my order because I am sure he could tell how unhappy I was due to continuously being skipped and waiting far too long for some cookies. When she finally called my name, the chocolate cookie was half iced, and when the box was closed, two of my cookies have been destroyed. Definitely not worth the $25 I paid for some cookies. I will never be returning, and I am not one to usually leave nasty reviews but I have been left dumbfounded at how unorganized and disgusting an establishment can be with ingredients spread everywhere and the employees being so overwhelmed they can’t do their job straight. I honestly didn’t even see an adult there and I know they are kids trying to start off but it is so unorganized there. The employees were beyond kind and trying their best but something is not going...

With a place like this, it really all falls on the product and not really the service (or lack thereof). You walk into a white walled room with tall ceilings and a few touch-screen monitors for self-service. There was no greeting, no instructions, just you and your credit card trying to figure out how to get cookies from their oven to your mouth.

After tinkering around the menu a bit, you eventually find the cookies are located under 'Large Desserts'. From there, you get to select from the 6 available flavors of the day (if not sold out). Once you're ready to checkout, you swipe/tap your card and get the all too familiar 'How much would you like to tip?' prompt. Great, now I'm questioning what it is I'm tipping for or who it is I'm tipping, considering nobody acknowledged my existence since I walked through the door 5 minutes ago.

After hitting 'No Tip' and finishing checkout, you now stand and wait, trying not to bump into the trash bin covered in frosting (the only personality in the place if I'm being honest).

They were quick to get us our 4 huge cookies and even delivered them with the biggest scowl I've seen in awhile...I guess they saw we didn't tip. Lol

Service aside, we got back to the car, sanitized our hands, and dove in on sampling these big warm discs of sugar dough. Not bad. I think it's a bit of a hit or miss when it comes to whether or not the cookie is fully cooked, as one of them felt and tasted a bit doughy/raw. Overall, not too bad, but not really worth the price when you factor in the negative aspects I mentioned. You offer up the idea of a bougie cookie experience and even price it as such, but I feel you missed the mark.

If you happen to fall short on one small thing, you should feel confident in knowing that the rest of what was delivered to your customers would have them coming back for more....not sure we'll be running back...

Placed my order ahead of time. I was in the area well before my pick up time so I called to ask if they could accommodate me so I didn’t have to come back. If they weren’t able to I stated I would simply cancel my order because I wasn’t waiting 35+ minutes for the cookies. She stated she changed my pick up time for me they would be out shortly. I called after waiting 20 minutes, Spoke to someone new so I explained my situation. She told me to hold on and the phone magically disconnected. I called back a second time and the same thing, except this time no one even said hello. I could hear them talking in the background and then bam- hung up. Called a third time, at this point I’m not happy. I have been sitting in my car for 25 + minutes and still don’t have my order plus I’m being hung up on. I finally spoke to someone after my third attempt and she assured me my order would be pushed through ( same thing I was told 25 minutes prior) and made immediately. I don’t recommend curb side at all unless you and 1000000% sure the time you pick is what you want. I wasn’t able to walk inside as I had my 1 year old in the car, asleep. Again, the order was not that important to me and I stated multiple times if I couldn’t be accommodated I would cancel. Well I ended up sitting there 30 minutes anyway waiting for my order. Absolutely ridiculous. Especially when they were bringing out orders to cars right next to me for the full 30 minutes. I assume no one ever thought to maybe ask me if I was waiting on something after passing my vehicle 6/7 times in 30 minutes. I guess they thought I was just hanging out. Do better next time. My time is valuable and I don’t appreciate the sloppy Ed’s of your customer service and how it...