Crumbl — Restaurant in Palm Desert

Placed an order for curbside pickup a day prior to arriving. Once I got there, I was placed "2nd" in line-- there were no actual parking spots designated for curbside. After about 20 minutes, I decided to go inside to ask the workers if they were fulfilling curbside orders. I was not greeted and apparently they were telling anyone who came in to place new orders at the self-serve kiosks. There were 4 workers, and only 1 that was both on register and decorating/boxing cookies. After almost 10 minutes, I was finally able to ask a worker about my order- she couldn't find it in their system queue. In fact, about a handful of people with online orders came in to pick up and were told their order couldn't be found, including Uber eats orders. The worker didn't know how to address my issue and just stared at me saying I could cancel my order if I wanted. I simply asked if my online order was behind everyone else's waiting so I could decide if I should leave or not. She didn't know what to say, so she grabbed a manager, which I was unaware of, so when the manager came up I told him I was already being helped. Only then did another customer say "oh, I think she grabbed him for you". So I asked if he was there to help me and he said IDK. Okay? So I explained to him I was waiting on my online order and what the status was, etc. He said 10 more minutes, so I waited. 10 minutes passed. Then 20 more until I finally got my order. I was "1st in line" for about 30 minutes. Other customers 2nd, 4th... while handfuls of other people got their orders first. A man behind me said he waited 3 hours for cookies, was told to come back at a certain time, and they still ended up not being ready. Had I known I would be waiting an hour for a cookie, or that it was going to take another 40 minutes, I would have saved myself so much time and stress. The employees were clueless, unprofessional, lacked problem solving skills, and they also hold open refrigerator doors with the bottom of their shoes. While I understand the demands of the day and the Olivia cookie, this location needs to be trained on how to handle these situations. In my own retail employee and cookie shop experience, we would have prepared days-weeks in advance, and if that wasn't possible, we'd double up staff or extend hours for the day/week knowing what was to come. I also understand the idea of making cookies fresh, but majority of them are sitting in the fridge to cool anyway; there is no reason pre-ordered cookies should not be accounted for prior to their pickup time. Not sure if this location is stand-alone in horrible service, but I wish good luck to the rest of the Olivia cookie tour locations, and hope Crumbl corporate gets ahead of...

I placed my order @10:56 using the app which said it would be ready at 11:00. I got there at 11:15, clicked the I’m here button and my order wasn’t ready. I waited and a lady was handed a dozen cookies and then the next customer got her 6 pk. Her friend was still waiting to place her order. 2 guys then place their order on the kiosk. There were only 2 people working which is usually the case. The woman worker finished the first part of my order and handed me my dozen and said that they were working on my 6 pk. She then takes the woman’s order. The 2 guys that were last to arrive were given their 6 pk, then the woman that just placed her order received hers. That’s when I finally said something. It was inexcusable that they were given their 6 pks before mine while I waited for mine. The other worker who was a guy tried to make excuses but there was no acceptable excuse. I’m used to the store breaking up my orders to give smaller orders to other customers when I’m purchasing 3 or more dozen and have always thought that it shouldn’t be the way and never said anything. But to hand out 2 6 pks while I waited was so inconsiderate and poor management. I used purchase 2-3 dozen a week. But since I’ve noticed the customer service going down hill I slowed down and now I will stop going to this store completely. I manage a marketing team and I will not have them purchase from that store as well. The attitude of the woman employee was disgusting. She laughed when I said I wouldn’t go there anymore. She’s young and doesn’t realize how word of mouth or bad publicity works. I never received a greeting or an apology for taking so long. Not even a discount or anything for this one of many poor customer service incidents.

If you are looking for something quick, I suggest not going to this place. Go to the La...

My husband and I get Crumbls every week back home and when I tell you that this is the best Crumbls location we have ever been to, I mean it! We are not from the area but were getting married in Palm Springs and knew we wanted to have these cookies for our dessert. From the moment we walked into this store, we had such a positive experience. The staff were very friendly and knowledgeable and the owner was so wonderful to work with throughout the wedding planning process. She truly went out of her way to make our wedding stress free and you can tell how passionate she is about what she does through her hard work and dedication to her customers. Each cookie was so beautifully designed and we got SO many compliments from our guests as to how delicious they were. They were ready on time and every detail was executed perfectly! If you are thinking of doing an event in the dessert, I highly recommend using them for...