Crumbl — Restaurant in Oshtemo Charter Township

I normally haven’t had any issues with Crumbl, we like to order it on Mondays cause of the mini cookies. The cookies are phenomenal.

The staff I interacted with, and the delivery process… not so much. I used the delivery app, and put in an order for them (as I usually do), through their own app.

I got a message saying it was on its way, and literally watched the delivery car come into the complex from the app- and said the delivery was still in progress for about 15 or so minutes. Then I got a message saying it was delivered, when it wasn’t. We haven’t ever encountered this issue before, so I called the store, and a young man answered and I told him what happened and was hung up on. Figured they were busy and called back, someone else answered and told me that I needed to call DoorDash cause it was their driver.

Called DoorDash, they said they’d resend the order and that I’d receive it in about an hour. Fine ok. We had a really bad day, and I told the kids I’d get crumbl as a treat.

An hour came and I called DoorDash again and they said give the driver 10 more minutes. Ok, gave them about 20 cause I was finishing up some classwork.

No delivery. Decided this time I wanted a refund. That was on last Monday. Was told to give it 2-3 business days, if it’s not there by Friday to call.

Friday I called, and the young woman on the phone told me it would be more like 7-10 business days for a refund. Fast forward to today. I decided I was done dealing with the store since I couldn’t get anything resolved and felt like I was going in circles, and reached out to corporate through the app. Since I went on the app, and nothing was indicated that I was getting a refund, and the coupon used was also not refunded to my account.

Finally I was able to get the refund actually started. Within a few messages, I got a text from my bank that the refund was initiated.

I don’t know where the communication break down happened or where it occurred, but customers shouldn’t have to chase down money for a product they didn’t receive. We have been customers for quite a bit, and don’t think that it was going to be too much to ask to get a refund after two failed deliveries.

If you want Cruml, use Uber Eats or go in store. I’ve never had an issue doing or using either, and I think had I known it was DoorDash that was their means of delivery I would have just went myself or used Uber Eats (We have had several order issues from...

Let me preface that my 3-stars is not a reflection of the product, or even the staff, but rather the leadership/ownership of this particular store. For the second time I have gone into this store to find that the television that use to provide the menu, and not to mention the marketing, instead showcasing only and error message. Additionally, the self-service ordering screens, unplugged and unavailable, housed behind the glass. When asked, the staff told us that management made the choice to take these items away from customers in order to encourage more interaction between staff and customers. Let’s me get this clear, you took away efficiency, and replaced it with stressed our staff and long lines? The staff was already polite and friendly, but if you felt they were not, coach them, doo not take away the efficiencies that allow them to continue to move lines along smoothly. All you’re doing is making them anxious, which in return makes customers more anxious, who are already anxious because they are unable to view the menu and make any decisions before making it to the counter and then feel pressured due to the line put the door behind them. And how does corporate feel about the lack of marketing? Bad choices were made here. Take care of your employees, teach them, don’t take things away that are only going to make their lives...

Update: They still need to improve their customer service, and changing their method of handling online orders would help tremendously. As of this writing (June 2025), if you have a delivery order, you have to worm your way around the people waiting in lobby. It’s awkward. But this store refuses to have the mobile orders ready at the time they are due. They won’t make the order until you tell them you’ve arrived! This is unfair to the driver (me) who is then running late, and the customer who has already placed the order long before EVERYONE in the lobby. The manager claims they have to make the orders fresh, but that defeats the purpose of using a delivery service with tightly scheduled routes & delivery times.

Old review: Workers deliberately ignore you even when there are no other customers. When they finally decide to stop chatting & wait on you, they let you know their displeasure. Severely lacking in customer service! An entitled group of bitchy mean girls. They also move lethargically & seem to hate their jobs. Not a cheery environment for what should be a joyful purchase. Not an isolated...