Crumbl — Restaurant in Odessa

This was my first time at this location, and I went at two different times on a Saturday (6:30p and 8p). I was welcomed to what looked like a long line of people waiting. When we walked up, the people outside told us they were all waiting for their orders. They also told us the staff said they weren't taking walk-in orders, only online orders. After putting in an online order for a designated pick up time, we got an auto text telling us to type "here" upon arriving at the store and we did just that. Our pick up time came and went, another 30-40 minutes later we finally got our order. We had the same experience for the second order but with a 45 min wait.

The staff, while friendly, we're disorganized and bumping into each other; didn't communicate with the customers to identify who was there to place an order versus waiting for an online order pick up. The inside lobby and exterior pavement areas were filled with people waiting. In talking to locals, this experience is the norm with long waits and always busy.

Suggestions: It would be great if orders were kept to the original pick up time of the order versus 30-40 mins after typing "Here." Having a TV monitor to tell customers which orders are being worked and which are in queue to be worked, and which are ready (in case they...

We used to love Crumbl and would go weekly. We loved the girls who worked there, they were always friendly and recognized us every time. In the past year, there's been a lot of new faces and service just isn't quite the same. We don't go as often and when we do the service has been subpar, not very friendly and not as sociable. Cookie appearance has gone down some as well, and we also never used to have issues getting weekly flavors. We've gone a few times now, and had the ones we wanted unavailable. Tonight was no exception, with the oreo cheesecake being unavailable. When we got home, my daughter was eating her cookie and found a long hair baked into the cookie. I did call to complain and was offered a replacement box, but only one guy was wearing a hair net when we were there. The person on the phone stated everyone had their nets on, but that was not true during our visit. There was a lot of trash (including a small pink crumbl box under a tableand ingredients on the floor). This was the worst condition I've seen this location. Curbside parking is also a joke, because the last 2 times we have done curbside, we've had ro park in other places to get our cookies, because people who are inside placing their orders are parked in the obviously labeled curbside...

Don't order delivery through their app. I get the Tres Leches was popular but I ordered at 10:30 for delivery through the app. The status changed to queued for delivery meaning my order was completed. However it kept a status of waiting on delivery for over an hour and a half. Finally I called. Was informed they couldn't fulfil the order because they couldn't set them to side or something. When the DoorDash driver showed up (their selection of delivery not mine. I ordered through the Crumbl cookie app) they basically didn't have my order. They sold my order to someone else. The door dasher left according to them and "they were trying to figure out what to do for over and hour until I called instead of being proactive to fix their mistake of selling my order to someone else and then the cookies were sold out. When I asked why he didn't call me when the door dasher couldn't be contacted he said "they didn't have my information". That said he didn't get any information from me to refund so likely they could contact me just chose not to. This store has no integrity and no professionalism. I'm now waiting to see if I even get my refund on my order that was obviously sold to someone else after I already...