Crumbl — Restaurant in North Brunswick Township

Review is about location not cookies*

I have been a frequent visitor of the Crumbl Cookies location in The Shoppes at New Brunswick but after today's experience, I am compelled to share my dissatisfaction with their customer service. Despite visiting this location often and not encountering major issues with the cookies themselves, the customer service has consistently been subpar.

Today, I placed an order online and walked into the store to pick it up. As usual, I was not greeted upon arrival. The staff barely made eye contact, making the atmosphere uncomfortable. I stood at the counter for a few minutes before someone asked for my order name. After that, the worker went to the back, presumably to prepare my order. However, when a group of people arrived after me, she started calling their names and handing them their orders instead. I was thinking maybe their order was placed before mine.

Five minutes passed with no one left in the store but me. The worker then informed me that she couldn't find my order. I was confused as to why she didn't mention this initially or ask for my receipt. Another staff member came over to assist but claimed my order was not showing up. I showed them my online order confirmation, and suddenly, my order was found. Which was confusing because I always place my order the same way each time never had this issue.

Frustrated by the lack of communication and poor service, I requested a refund. The process was handled without a single apology or even a simple "have a good day." I had to ask for a receipt, which led to a confusing exchange about their inability to provide one before finally being told to enter my number.

This experience reinforced my decision not to return to this location. Customer service here is severely lacking, and it seems the staff forget that they represent a brand, not just themselves. After this incident, I visited another Crumbl Cookies in Bridgewater, where the service was notably better.

In my opinion, the crew at The Shoppes at North Brunswick desperately needs customer service training. A little effort in this area could make a significant difference in the overall...

Update 2 weeks later: Tonight I received an email from the location harassing me about my honest review. So, I will update that they did eventually reply to me a week later…denying that the cookies were raw and blaming it on being busy and boxing too early for “those who didn’t want to wait”. We ordered ahead and my husband is the most patient man on the planet, so that wasn’t it. They did offer me more cookies if I went back, but the whole situation left a bad taste in my mouth…literally.

My husband and I are Crumbl regulars. My husband travels for work so we have had cookies at many locations. This past week we visited this location and were disappointed for the first time in all our Crumbl experiences. We got one of each cookie, as always. Two of the cookies were raw on the inside and inedible and a third cookie was rock hard and half the size of all the others. This was disappointing, but having worked in food service management most of my adult life, I figured it was perhaps an off day and I would just reach out to the store to express my concern and see if there was something they could do. I waited to post this review in the interim. What really earned the one star was the fact that the manager responded to my email, stating she would look into it and get back to me and even offered to send me a new box of cookies as well and then once I replied back, she completely ghosted me. No word back, no response to my follow up inquiry, nothing. Why respond at all if you did not intend to provide a solution? I do not recommend this location based on the poor product we received and the lacking customer service...

Cookies are AMAZING love that they change weekly makes you want to come back to see what's coming next week. The flavors are so tasty and fresh. Nothing beats a warm cookie at the end of a hard week.

Could do better Wish there was someone to greet customers as they walk in, there were tons of staff working making cookies but NONE of them said hello when we walked it ...would be helpful to have someone who's a responsible for explaining to new customers what to do. Or just to say hi welcome to our store. Amazing Cookies draw in ppl in but poor Customer Service makes me second guess coming back in the future.

Needs to Change Love the open concept idea, you can see into the back watching cookies being made which was pretty cool.. But all I could see were workers with gloves in touching EVERYTHING most importantly their phones and go back and touching it the cookies. Might as well not have on gloves. Suggesting that phones r put away or gloves are changed each time employees grab something "dirty". Also like that hair was pulled back and whatnot but all I could see was ponytails swinging around and bouncing through the area NOT enclosed in hairnets all I could imagine was the start hairs that were making their way into cookies. Seems like there a basic food service protocols that need to be reviewed.

Overall these things are only caught cause of the open concept I could just Imagine what happens behind closed doors.

Cookies 5 Stars Customer...