Crumbl — Restaurant in McAllen

I am giving a 4 star due to customer service.

I have been to the store three times and every time my order delivery was messed up.

The first time I went to the store, I was told that my order was going to take 30 minutes to complete. (Due to them running out of the cookie I wanted.) I went outside and wait 25 minutes. (Yes, I used a timer.) When I went back in they told me that they had sold my cookies and that I would have to wait another 20 minutes for my cookies. Ok, so I told myself it a new store I should expect them to have logistic issues.

The second time I went to the store, I ordered online for curb side pick-up. I placed my order 5-ish hours before I went to pick it up and once at the store I waited for about 45 minutes before anyone from the store approached me. When someone finally came to my vehicle I was told that they did not have my order and it would be another 20 minutes before they could get it to me. Now, I understand that this the new spot in the RGV but, seriously they had a 5 hour heads up and still could not get my order out on time.

The third time I went to the store was last night, I placed my order online with about a 40 minute lag before having to pick them up. IU got to the store about 10 minutes early and waited in my truck. The app asks you to put a vehicle description and I did. I have Disable Vet plates so I parked in the handicap spot almost directly in front of the store. About and hour goes by, I had been watching the employees come out of the store every time. I had order 6 cookie so if they had a big box I paid attention. So, after about an hour my wife come to the truck because I had dropped her off to shop while I waited for the cookies. (She walked from the stores) While we were sitting in the truck she gets two calls from area codes 252 and 201 neither are familiar so she does answer and neither of the calls left a message.

S0, now and hour has passed and I am seeing cars that got to the stores after me getting their orders. So, we call the store and get a muffled run around after I explained that I had been waiting for over an hour. Finally, two male employees come outside to my truck and the thinner of the two explain that they had sold my cookie because they could not find my truck. (Remember, I was park right in front of their store.) The heavy set male then explains that he called me twice. I asked what number he called from he explained that he called from the store phone. I asked if he left a message..."crickets." He the went on to tell me that I had not been parked there and we went back and forth on whether or not he was wrong or that I was lying. Ultimately, the slimmer of the two male offered to return my money or get my order to me without all of the cookies types I wanted. So, I settled for the latter.

Ultimately, I will return to the store and buy cookies again. Unfortunately, I will wait until till it looks like they get their stuff together and figure out how to handle the volume of orders from both online and in store.

Some options could be to have your online order ready. If they are late they will be sold how they are (i.e. cold or warm). Maybe not have store sales until the new place rush dies down a bit? Or maybe not offer curb side? The one employee that didn't see my truck and then went on to argue with me on whether or not I was there need to learn a little more about customer service. The other young man did well to fix the problem.

I am offering suggestions because I hate complaining and not having some sort of solution.

Again, great cookies and I will say well worth any amount of time you're willing to wait. But, the store is suffering logistically right now.

So, enjoy the cookies but, expect to wait.

P.S. I didn't proof read this so forgive...

Cookies are great! But recently we visited the McAllen location and were greatly disappointed. We were traveling from out of town and were so excited to stop in and get a few cookies for the road back home. We waited in line for what seemed like forever. There was no one at the register to help or ask if anyone needed help. The only way the line moved was when people got tired of waiting and left. There was also a mad crowd at the mobile order line that were also being ignored. Looking around at the employees, it appeared there was nobody there over the age of 20. They were standing in the back handling dough chatting with each other. Only one girl seemed to keep running back and forth looking at orders on a monitor. One boy spent a long while rolling dough into balls and placed them on ONE pan sheet the entire time we were there. He literally spent a good 2-3 minutes just rolling one ball at a time. There was one poor little girl that got yelled at by an angry customer asking why nobody was helping them. The girl appeared to be the only one running back and forth. When the angry customer asked to speak to the manager, she was shocked to see the manager looked like a high schooler. The customer shockingly asked her, “YOU’RE the manager?” She took her name and said she was going to report the store. I think most of us customers felt the same way. Either these kids have never had experience working in a customer service job before or they just didn’t care. Unfortunately, we did not get our cookies and ended up leaving. It was a huge disappointment. Hopefully it was just a bad day and it’s not usually like this. But it just seemed like kids working without adult...

I had placed an order about an hr to an hr and a half ahead of time and expected everything to be ready by the time I get there. When I had arrived at exactly 7:20 just like it had said on my order they took 12 minutes to greet and everything. When I confirmed my pick up they started to prep the order barely. While doing so another employee was helping another person telling them they dont prepare the pre-orders or the orders that were placed online until they come into the store to prevent cancellations. Then whats the point of curbside? So while they said that the guy then comes up to me saying that the 2 cookies I had placed once again AHEAD OF TIME was sold out and to substitute it. When I said why is it sold out if I placed the order ahead of time here said its been sold out for about an hr. When I confirmed to him well I placed my order an hr to an hr half ago why is it not ready and sold out if it said online you had them. He then proceeds to tell me to get a substitute instead or refund. Remember when I said how they dont start the orders until they arrive to prevent cancelations? Well i saw 1 6 cookie box and 3 single boxes in the corner not ready for pick up and what were in the boxes? The cookies they stated was " sold out"

I've always had issues with this store and always gave them the benefit of doubt and give chances. This was honestly the most horrendous experience. Never again will I come here nor should you waste your time. The store is always a mess and disorganized and the employees are...