Crumbl — Restaurant in Medford

I ordered 2 boxes of 12 mini cookies. I am personally not a huge fan of crumbl cookies but this order was for others anyway so that is not why this I am only giving them 2 stars. About $30 for a box of 12 "mini-cookies" is a little overpriced in my opinion even if they are supposed to be well-decorated unique cookies. With this encounter, I ordered online. Went to the store to pick up the order. While it appeared like 2 employees were just standing in the back socializing while a cashier was helping folks in the cashiers line, I was waiting at the pick-up counter for atleast 5-10 minutes before someone finally decided to see what I needed, only to find out that they didn't have the order ready. They had trouble finding the order. After they found the order, they quickly boxed up the cookies which didn't look as clean as they normally advertised but wasn't a huge deal. The girl that helped me did show me the box before closing it up but I didn't think to count them. She closed the one box and said, "have a nice night". I reminded her again that I have 2 boxes which she then went to grab another box. We were about halfway to our destination only to realize that there were only 9 cookies in each box instead of the 12. I was missing 6 expensive cookies in other words. It was a simple mistake but a mistake nonetheless. When we went back, they apologized and put the missing cookies in the box. The "shift lead" came and talked to us. Personally, I think a good way to keep returning customers is to apologize like she did but also throw in an extra cookie, coupon, or something for the overall not pleasant experience. I am hoping that it was just a fluke and giving them the benefit of the doubt. If they hadn't issued any apology atleast, this would have been easily a 1 star review/experience.

Pros: Overall cookie quality/taste Apology for mistake

Cons: Customer service needs improvement Presentation of cookies could use some...

This location has some of the worst customer service I’ve ever experienced. I placed an order via the app for curbside pickup. When I arrived first thing I noticed is that there is nowhere to park that is specifically for Crumbl curbside pickup, so I parked a couple doors down and provided the requested info (type of car, color, even the license plate number!). Waited 10-15 minutes, nothing. My order was marked as complete and I was prompted to enjoy the order I never received. So I called the store and asked where my order is and why it was marked as complete. I was told “well we couldn’t find you so the cookies are inside. Where are you and we’ll bring it out?” I explained in great detail, including the specific business doorway I was parked in front of and which direction I was facing with the color and make of my car, and waited another 10 minutes with not one single Crumbl employee in sight even walking around near my car. I called again to ask what the heck the issue is and just simply cancel my order because after a 30+ minute wait I no longer even wanted the cookies. I kept getting excuses that “they didn’t know where I was parked” and “well did you include your car make/model/plate number in the order because a lot of people don’t”. I reiterated again that I could not have been clearer and that, yes, I did include that info as requested both in the initial order and again on the phone with the first staff member. I asked again for a refund and the lady on the phone just sounded tired and processed the refund without further argument. I wasn’t able to just hop out of my car at that time to jump into the store but even then, what is the point of curbside orders when staff seem too incompetent to understand basic instructions and don’t have designated curbside parking? The one thing this place did right is give...

These are absolutely my favorite cookies ever, even beyond anything I've had before moving to Medford from the Portland area. (We've got to give Medford some love, since Portland gets all the hype about being the foodie scene.) I saw some reviewers complaining about the prices, but these cookies are wide, thick, and dense! A serving is actually only half a cookie, and that's about all I can handle before getting an intense sugar headache. My employer buys them for us here and there, and eating a whole cookie will send me into a coma for the rest of the day. They have mainstay flavors like chocolate chip and sugar cookie, as well as seasonal choices. There is almond extract in the recipe, which is what makes these so amazingly good in my opinion. My favorite way to eat them is slightly warmed up and with a fork.

My only reason for not giving this place five stars is that I believe that great customer service begins at the top and trickles down. The company I work for embodies this ethos, as well as companies like Dutch Bros. Yeah, DB coffee is good, but I mainly go there because they're so nice and friendly. You would think that walking into Crumbl would be like this, but instead the employees just seem like they're at half mast. I took my friend from out of town there one night and she thought the guy helping me was very nonplussed and rude. I was too busy attending to my friend's needs to notice, but regardless, she did. I know we're all humans and can't be "on" 24/7 365, but if there's bad management who is bringing employees down and not encouraging positive and upbeat energy, perhaps the owners take a look at management and...