Crumbl — Restaurant in Millbury

This place is a disaster. I've been there three times now to give it a fair chance. The first time I had to wait in line over an hour. I decided never to do that again and used the app to place an online order for pickup. Both times the app failed in me and both times the employees could have cared less. The first time it wouldn't let me click that I was there to pickup so my order wasn't ready and the staff seemed confused as how to rectify the situation (easy, just put my order together)... the second time, I went through the order process, it charged my card and everything, and it says order failed. I go inside to a mob scene of people, have to wait to get to the register. The young man at the register was very nice and called someone else over. She told me up to eight days for a refund. She said she knows the app doesn't work (as does corporate). I'm like, "why do I have to wait for a refund? I. Showing you my receiot...receipt.... how about just give me the cookies... why do I have to pay twice? She agreed and gave me the cookies.

Of the three times I have gone there, twice I have received cookies that were raw inside... not just a little bit either! Total waste of money.

This gimic won't last long. At nearly $5 a cookie and no customer service, the newness will wear off and people will get smart to go somewhere else.

The coconut lime cookie was delicious. Iys a shame the experience...

Update: Changed my review, because I was called personally with an apology & the owner let me know that he’d be getting their staff re trained & educated on the topic better. I understand there’s people who abuse the label “service dog” & just have ESA’s (which are not allowed in public). The apology was very much appreciated. The owner is very good at fixing any problem that might happen & is always willing to make things better for his customers.

I don’t ever make reviews. But if you have a service dog please save yourself the trouble from bringing them here with you.

I was told to leave when trying to order off the tablet because “pets aren’t allowed”, even after answering the question they asked, that I do have a service dog.

Then I was asked to show “documentation” that my service dogs a service dog. There’s no official way to prove with papers that you have a service dog or type of certification. Even after informing the worker, they weren’t bothering to try figuring out what I was saying was actually truthful.

The 2 things you can ask someone is, “is that a service dog” & “what tasks do they perform”.

It’s hard enough to go out in public for me but after this experience it’s best I don’t return to this specific location for crumbl. It was extremely embarrassing that the worker made a scene in front of all the...

08/13/2022 This is the third time within the last two weeks trying to get speciality flavors and at least 2 or 3 out of 5 are out of stock with the exception of the basic chocolate chip, which frankly, isn’t worth waiting in an hour line for. This is beyond ridiculous and a waste of time. This shouldn’t be like hunting a unicorn, it’s not a “rarity” when the sole purpose of the company is to bake and sell cookies yet you run out midday, not even close to end of day operations.

08/20/2022 update Ordered a 4pk online at 11:30am with the flavor I’ve been trying to get this entire week. Arrived in my time window which was 2:10pm. After waiting was told they were out of stock and asked what flavors I wanted to substitute. I’m sorry, I’m not subbing flavors when that was half my order, if I wanted those flavors I would of selected them to begin with. AGAIN, wasting my time, my gas, which we all know is through the roof right now. $ hold on my card for the purchase price to be refunded. Why is there such a discrepancy on how this business is run? People travel sometimes hours to get these cookies. What is the point of preordering when you get to the store and told they...