Crumbl — Restaurant in Novi

Very good cookies and a neat experience picking them up. Baking is constantly going on in plain sight of the customers and the workers seem happy which always makes me feel better about supporting a business. The only way to order is either through the app or a Kiosk in the building which is basically the app. Save some time and place the order from your car instead of queuing inside only to do the same thing on an iPad at the counter that everyone touches. Only reason it isn't 5 stars is the price. The cookies are great, but still not made of gold so the prices seem a little steep for me.

The above review was my original sentiment and I won't retract that, but needed to add some more relevant information about recent visits.

I will not be returning again. The cookies are good, but the business model seems hopelessly broken. The lack of communication is appalling. I was willing to overlook this the first couple trips because of my own ignorance. Now that I have tried 5 times to order cookies and gave more notice each time in an attempt to get the order in a timely fashion it seems quite obvious that they simply don't have the capacity to deliver any order on time. The major problem seems to be the fact that they don't actually start your order until you arrive and check in. I would be fine with that as long as it was clear when you order, but it really isn't. The staff explained it to me in my fourth trip after I asked if there was something I was doing wrong to cause an hour wait for 6 cookies. There was mass confusion in the lobby each time I was there and at least a few people who were in the same state of frustration as myself. My final order was placed at 1pm for 5pm pickup. I arrived at 4:55 and checked in on the app where I was informed that I was 19th in line. To shorten this already long story you can probably guess that the order wasn't ready by 5p. It was 6:15 when I left and there were 7 orders who had left before receiving food by my count. I was only in the lobby half the time so I'm sure the number was higher.

If you love cookies and don't mind waiting while they bake then give this a try on off peak times. Just make sure you very clearly check in with the store staff as well...

I don’t think I’ve ever had a better sugar cookie in my life! My daughter in Orlando told me about them, so when I went to pick up my Nothing Bundt Cakes cake, I saw this store and had to check it out! I walked down and my first impression was the front door. The handle area was so grimy and dirty, I thought to myself this store must have opened years ago…how did I miss it? Walked in and smelled so good! A few of the employees looked at me, not one person said hello. There was a woman at the counter who was waiting for two or three large boxes to be filled. She asked the girl who was filling the boxes if there was a restroom she could use, and the employee turned around and looked at her and shook her head and went back to work. So the customer said I’ll be back and left. I was standing back about 8-10 feet (Covid habit). I hadn’t ever been in so had no idea I had to order at the computer. People looked at me… not a word of guidance. I figured it out and when my total came up, it gave me an option for a TIP!!! I am so tired of every self serve or walk up counter asking for tips! 1. Tips are given to servers bc they make about $3 an hour. And 2. A tip for the worst customer service I’ve ever seen!?! Lol. Then the lady who was filling orders looked at my “tab”—I was the only one in there—and I’m sure she saw she got zero tip, bc she tossed my cookies in their individual boxes and then tossed them on the counter and turned around. My first and last trip to your store! Then a few days later a friend asked if I’d been there, and I shared my story. Hers was just as bad, but added there was awful music playing and she just felt it was dirty. After 5 minutes of no one telling her she had to place her order, she said goodbye and just walked out. The owner needs to actually go work in that store. See what your return customer percentage is, and buy a book on Disney customer service to see how to keep people coming back, no matter how expensive the product is. Had I experienced a pleasant visit, I would have been back for Easter and a recent birthday celebration. I guarantee you’re...

I’ve been to this store three times since it opened and make no mistake the cookies are awesome . However , there’s a lot of hiccups and mistakes at this store that make the experience almost unacceptable . The store is filthy . I believe they are incredibly understaffed but the cleanliness is really disturbing . Not just the Customer waiting area but behind the counter looks like the staff just throw the ingredients all over the tables , floors and walls. I have watched staff touch food products with their gloves on , then money or other items in the store that are not safe and pass off product to customers to go back to touching the food ingredients . The first time I was in the store the staff at the front was handing actual money/ credit cards and food with the same gloves , the second time they switched over to only computer ordering. No staff acknowledges the customers arriving , people come in and wait at the counter in line bc there is no direction to order on the screens yourself . No staff has intervened to help because they are swamped cracking eggs , measuring flour and boxing cookies to go . Sometimes the staff asks you if your order is correct as they hand it to you and other times they have just thrown the box on the counter and yelled the name . Today in particular they had really loud music blaring well above levels that are acceptable in most businesses . I also waited well passed others who ordered behind me due to lack or organization of boxing orders via the staff . I get that a new business is hard , especially with staffing issues plaguing all companies . But this store will not survive the way it’s running ( in my opinion) with it’s cleaning and issues . The entire staff and management needs to do...