Crumbl - Tatum

We placed an online order ahead of time, which gave us an hour of wait time. When we showed up for our “allotted” time, we were informed that more cookies were sold out. Mind you, 2 out of 6 cookies were already sold out when the online order was placed. To show up an hour later for the 4 different flavors of cookies only to be told that 2 more are sold out… “But if we wanted, we could double up.” As if this is being offered for free 😂

These cookies would go to a nursing home. To a loved one who is in their last few days of life and has a sweet tooth for cookies and cream, and brownies. We ordered those flavors specifically for her to enjoy on her own last night. When we expressed our SLIGHTEST concern about how these flavors could be sold out if 1- we paid for them already and they weren’t sold out then, 2- the app told us that the cookies were ready for pick up?… A young African American boy proceeded to talk back to us IN FRONT of an entire storefront of customers. He continued to laugh at us sarcastically as we were heading out, ONLY to be backed up by one of his female, white coworker with dark hair. He proceeded to SHOO us away by continuously laughing at us while the female staff repetitively said, “Okay, have a good night. Okay, have a good night” full “outdoor” tone from the kitchen. Again, ALL of this IN FRONT of at least 20 of your other customers… RUDE.

My partner and I go to this store every week, purchasing six large cookies as a routine. Rest assured, we will NOT be giving this brand our hard-earned money unless these people are dealt with and settled with!

It's disappointing and hurtful that Crumbl has been a household name in our family. So much so that this is part of our loved one’s last supper wish, and this is how the night unfolded… Your app and “online order” concept don’t work. On another note, this location is staffed with kids- SOME immature kids with zero work ethics and zero feel to the definition of “hospitality” or customer service. This hasn’t been the first nor second encounter of this caliber but we have bit our lips. BUT THIS TAKES THE CAKE.

As business owners in the restaurant business, we know that had the owners/partners/investors seen tonight’s encounter at Crumbl; they would have been appalled too. Hire people who care because your brand makes us feel cared for. It’s become a household name in our home and a comfort food to many. So much so that it was part of our loved one’s last wish, but DO better with your offered services on the app. And DO better HIRING the people that ALIGN with your brand.

For your information, we came in at precisely 8:50 PM on a Saturday, 10/5.