Crumbl — Restaurant in Maryland

You would think selling $5+ cookies (costing them about 20ct each in ingredients) would allow Crumbl to staff this location with enough competent people to guarantee a smooth customer experience, yet here I am, writing a review after spending almost an hour there. I sincerely believed ordering a box of 4 cookies online would allow me to just drive there, park, grab my cookies from the counter, and leave. Little did I know, my experience tonight would absolutely, 100%, convince me never to give Crumbl a single cent ever again. My evening went like this: I ordered at 8:25pm. Made my way there (an 18 min drive), parked, checked in on the app, and were told I was 16th in line. A line? I never, in my whole life, had to wait in line to pick up an online order, especially when they had 20 minutes to prep the order (preparation which, again, consists of grabbing 4 cookies, placing them in a cardboard box, and closing said box). Then, as I was checking their screen, I saw my name pop in and out of the queue. When I enquired to the person at the counter, telling them I had already been waiting for 25 minutes at that point, their answer was “there are people in front of you”. They then left, never to be seen again. We finally received our order after 45 minutes there, meaning it took over 1h between the moment I ordered 4 cookies and the moment I left with those cookies. There are severe organizational/customer service issues at this branch, which, combined with the outrageous prices, will ensure I will never step foot in any Crumbl...

Waited 20 minutes outside for an order on 12/16/23 because it was ridiculously hot inside. My wife waited inside. Employees standing around. One employee was throwing a cookie up into the air repeatedly after picking pimples on her face. Customers waiting ridiculous time frames for their cookies that are just sitting there to be boxed up while employees are working, picking pimples and just standing around. Employees conveniently with their backs turned to the customers. After 20 minutes a employee walks over and boxes cookies. Hands order to my wife. My wife told him that they should tell customers there is currently a 20 minute wait. His snarky response "well, I just got here." Fool, you were literally feet away prepping cookie dough with your back turned to customers intentionally. Your lazy and lying. You didn't just "get there." Ridiculous. Earn the paycheck. Don't just expect or feel entitled to the paycheck.

Been to several Crumbl locations. This one is the slowest. Been here twice both times the wait is insane compared to the low to mid sized crowd of customers waiting. Other locations we have never waited more then a few minutes after paying. This location needs some desperate help to get...

Won’t be going here anymore. This is my first time at crumbl cookie and I was looking forward to the cookies and cream milkshake cookie. They said they were sold out which was a little sad but hey first come first serve. Right after I was done paying someone in the back yelled “cookies and cream cookies are done” I was really confused because I was told they were sold out. I asked the woman about it and she said that they are back in stock now so I asked if I could switch one of the two cookies I ordered for the cookies and cream one like I originally wanted and she said she can’t do that. She told me I would have to “rebuy” the two cookies I bought. Keep in mind that I literally just paid 2 seconds before the person said they were done. The lady could have told me that they were in the oven and that I could wait but instead she told me they were sold out. I am extremely disappointed and will not be returning to...