Crumbl — Restaurant in Niles Township

I had a very unfortunate experience at this particular location. I placed an order on the app at 7:30 PM. When I arrived at 7:50 PM I was informed that none of the cookies I ordered were available, and I would have to wait 20 minutes. I happily decided to wait in my car. After about 20 minutes I came back inside the building to be told that my cookies would be ready in another 5 minutes. No big deal I thought. After waiting in the car for seven or eight minutes, I came back into the building, this time to see a long line. The entire line was taken care of before I was acknowledged. When it was acknowledged, I waited another 10 minutes for my cookies. The “shift lead“ Cesar was super rude too. When I asked him why it took over an hour for this order to be processed and why he took the entire line of customers ahead of my online order he told me it was because I was waiting outside. I thought waiting outside would be nice so that I wouldn’t be sitting there staring at them. It’s also a cookie bakery and super hot inside on a summer day.

I will never ever in 100 years order from this business again. I can’t believe that they would put someone with such horrible problem-solving skills in charge of one of these locations. Like I was legit offended when I left, and that usually doesn’t happen. All this for cookies that cost me $16. And the coup de grace, the cookies weren’t event good! They were undercooked and doughy lol. Sad...

The service was horrible. I made an online order and I wasn’t able to order several types of cookies even though the app showed they were available at the time. When I called to see if I could switch out a flavor of ONE cookie explaining the app difficulty, a Shift Lead answered (7:50 pm on Monday February 19) and told me that it was “too much physical effort to remember”. When I saw the status of my order was being “prepared” on the app, I thought I could call again to see if it would be more convenient. I also asked to speak with a manager, apparently it was the same shift lead. When I called back I was met with attitude as if I was inconveniencing the employee and when I thanked them for making the modification. I wished them goodbye and they immediately hung up on me after huffing, puffing and groaning on the phone. I’ll update the review if the modification was made or if there was any concerning issues with my order such as Spit, mucus, or damaged goods.

UPDATE: I called back to ask if I could speak...

My friend and I wanted to get some cookies before this location closed for the night. We walked in no later than 9:20, 40 minutes before closing. We were rushing as we knew it was somewhat close to closing time. Upon walking in, it was evident that many customers were waiting for their orders. The employees were repeatedly asking what they were waiting for. we ordered before many, and received our cookies last in which they then closed early at 9:34 because they were running low on cookies. i would also like to add the phone was ringing and the girl goes “just don’t answer it”. i mean valid but she could of whispered it. we get to the car to taste them and when i tell you they didn’t taste anything like advertised, i mean it. no where does it say the patriotic cookie has lemon in it. also the smores has a peanut butter filling which i also didn’t see advertised either. the only good one was the chocolate chip, but you can’t really mess that one up. you will never see...