Crumbl - Clackamas — Restaurant in Oregon

WORST customer service ever. Went today to celebrate my daughter’s accomplishment. Was simply standing at the pickup counter waiting for the cookies minding my own business when one of the male employees walks over looking extremely annoyed. Mind you this was after he was rude to two customers before me who were just asking for stickers. He looked at me and said “what do you want?” First off the tone & that question threw me off right there. I responded with “I’m just waiting for the cookies I bought no worries!” To which he rolls his eyes and goes back to getting cookies.

I asked “excuse me was there a reason you felt the need to roll your eyes and make a face towards me?” And he said “you can leave” & rolls them again.

I said excuse me I just bought cookies and I’m just standing here. Someone else even said “she didn’t even say or do anything!”.

I asked to speak with a manager.

I was met by a woman apparently named Mel. She walked out already seemingly annoyed & hostile. She quickly states “he has special needs” and I let her know that it doesn’t excuse mistreating customers. Even people with special needs in the workforce are often taught correct skills.

She goes on about how it’s her lunch break and she’s not even on the clock to deal with this, “there’s two other managers here who can see and hear this” she says.

Okay well then that means that at least 3 managers were there and NOT ONCE did ANYONE employee or manager ever attempt to have a single ounce of customer service skills. Hands down not once did ANYONE ever greet anyone in the store, one stared at us while we ordered on the iPad. I never heard “if you need anything let me know!” Or “welcome in!”. Just a cold stale environment. Then to top it off with such negative treatment.

You have an employee being extremely rude to a paying customer who was literally standing not saying anything, a manager who came out and immediately jumped down my back as well blaming me for the entire situation. I asked for the corporate number to file a formal complaint & she started pacing the store. She kept avoiding writing it & yelling at me that they were calling the cops on me. Why? For asking for a phone number to file a VALID complaint for being mistreated. I will be finding out how to reach corporate and I would like a conversation with the store owner. She didn’t even write down a valid phone number.

This was completely absurd. NEVER have I been so mistreated for LITERALLY STANDING STILL.

That manager could have handled it SO much better. First off a different tone. I don’t know why all of the employees come off like they are annoyed to be at work but wtf you signed up for the job! She could have came out and said “hey I’m XX the manager you asked to speak to! I want to first say he has special needs and while I know that doesn’t excuse the negative experience you had I just want to provide context so you fully understand. I truly am sorry for this experience here’s the information you needed if you feel the need to file a complaint”.

Not “HE HAS SPECIAL NEEDS. Trying to claim I’m worked up when I am once again literally just standing at a counter not once did I ask to be treated this negatively.

I highly recommend retraining & reconsidering business practices if you have employees and managers okay with mistreating customers. A disability doesn’t give anyone permission to be rude. Lots of people with disabilities work and are amazing...

Solid cookies 👍🏽 A little overpriced to be completely honest but better bang for your buck than Mrs. Fields. I just don’t like the idea of paying minimum $4 + $1 tip for a single cookie, but getting the box of four for $14 + tip is usually worth it if the selection is good that week. If I wanted to make these I could probably just look up similar recipes online through Pinterest or something but the time and energy I save buying quality cookies from these guys is worth it.

They have an app and a website that allows you to order online and either have it delivered or pick it up curbside. This is pretty useful as the lines get super long, especially on the weekends. Sometimes the lines are so long when I pull up I just forgo ordering all together and drive home. Signing up on their app also lets you collect points towards a $10 credit, which I just used today. Usually 1 point = $1. $100 = 100 points, which is what you need for the credit.

It’s mentioned in other comments, but I don’t really understand the automatic tip feature. What service exactly are your staff providing when you wait in line, order in person, and wait again to pick up? I can understand a tip for curbside pick ups or delivery. However it seems like the customer is doing the majority of what’s expected in “service” work, especially when they order from the digital kiosk. I’m paying a tip to have someone call my name and hand me cookies and thank me?

Their flavor selection is good, with 4/6 flavors changing every week. Sometimes (rarely) they’ll have a period of time where their flavors are pretty much the same with slight variations (a snickerdoodle cookie one week and then a snickerdoodle cookie with frosting a couple weeks after that), but hey if you’re making 4 new flavors for 52 weeks I can understand there might not be a lot of wiggle room. Their presentation is pretty good too.

All in all,...

So people seem to love this place, and I'm sure this review won't change any minds, but honestly these cookies are overpriced and underwhelming. The ordering process is a little weird because there are three touchscreens for ordering, but they are scattered throughout the lobby, which doesn't really promote any organization for a line. Since there always seem to be a dozen customers in the building, you'd think the space would be better organized. I guess you can also order on an app? However, the employees were friendly and prompt in fulfilling my order (they have you check the box of cookies to make sure they're what you ordered and meet your approval, which seems to cater to the very... finicky clientele), but the cookies themselves just aren't that great. Honestly, save your money and bake a batch of cookies at home, which you could easily do for the price of a single cookie here. If you're really not feeling up to baking, pop over to the Target next door and buy some pre-made cookie dough. Or even a sleeve of Oreos would offer a better bang for your buck.

I had the chilled sugar cookie, which just felt too dense and packed with artificial butter flavor. It was also crazy sweet. My partner ordered a frozen hot chocolate cookie (also served cold) and while it was admittedly a little better overall with a chewier texture and tasty frosting reminiscent of chocolate milk flavor, it was still just a disappointment. After a bite or two, the rest of the cookie just feels excessive - I really think one of the only reasons this place is so popular is because they serve cookies the size of your face, but despite their generous size, they leave something to be desired in the flavor and texture...