Crumbl — Restaurant in Plano

I visited crumble on Christmas Eve morning in 2021 at 830 am. This would be my 2nd experience at crumble, the 1st was at the Allen store near allen outlet. Okay, I park and notice what I assumed was children's hospital charity table in front of the store. I think children's hospital's colors are yellow red white and blue. The non black Hispanic woman wore red scrubs but I think this lady working the donation table was the friend or family of the other non black Hispanic woman working inside.

The cookies are average. Yes they are huge. I tried the chocolate chip cookie. It seems as milk chocolate chips are used for the cookie which is too sweet & the usual semi chocolate chip is a better fit since that's a automatic staple for chocolate chip cookies. My main issue is hygeine/manners. The employee did not wear a mask but other staff did. And the friend/family of the Hispanic employee was eating a cookie from the store or whatever she ate. Why did the visitor wearing red scrubs lick all 5 of her fingers of icing and slap her hand on the counter?!!

Even though she was not an employee, she is somewhat a extension of the person she knows at the store. I've never as a grown adult had to lick my fingers in public. No wet wipe or sanitizer was used. So sadly this is how sickness spreads. And the store is a shoebox. I only mentioned the description of the ladies because they were present. I will visit the allen location for now.

As im reading other reviews there is a pattern of friends & family hanging out at the store. Or even asking for donations in front if the store. Most ppl can't do this due to ethics. Is the store manager the same lady who is bringing her family etc to work? You can't ignore customers or act like your at home...

You have to tip to be treated like a paying customer.

This review is based on the service I received Monday January 31, 2022 at the location on 6100 W Park Blvd Ste 100B, Plano, TX 75093.

For context: There were about 6 people at work ( four prepping and baking cookies and 2 working the front end).

When I entered I was the only customer and while I was deciding which cookie to purchase another customer walked in to pick up an online order. The young lady had to assist her because the order was wrong, so there was still just me, one customer and the young man who was working the front end.

I ordered one cookie and another young lady walked in and she ordered 2 cookies. I noticed the interaction between the young man and that customer was a lot more friendly and helpful (he actually suggested cookies, gave out compliments the whole works). He then proceeded to fix two cookies and he walked over to where we were both standing (the order pick up area) with her two cookies, he then walked back to the cash register area.

I did not say anything at first, maybe they were waiting on more cookies ( we ordered different cookies) but after a couple minutes I had to grab his attention again ( there were no new customers, just me and the lady with the online order) and ask him about my one cookie. He then asked me what was my order again and proceeded to retrieve my cookie from the already baked cookies section.

I was baffled by the poor customer service and then it dawned on me, the young lady behind me tipped and I did not tip.

I guess if I want to receive decent service at Crumbl you have to pay for it, not just in the product price...

On June 7th, we ordered cookies via the app around 9:30pm. The app told us we were 27th in line to get our cookies. Parking lot was packed, people were sleeping in their cars waiting for these cookies. 10pm rolls around (closing time) and still don't have our cookies. By 10:15/10:30, people are getting upset and going into the store, and coming out and leaving cookieless. I go into the store to see what's going on, and the employee was extremely frazzled and overwhelmed and said he had canceled all orders at 10:00 because they ran out of cookies and he said "the app doesn't notify you when we cancel the order". There are dozens of cars out in the parking lot waiting for cookies that have been canceled for almost half an hour. I told the employee that he needed to go outside and let all the people know their orders had been canceled 30 minutes ago. He said he would "go tell them in a minute". I was so upset. I went out into the parking lot and yelled at all the cars that their orders had been canceled. Let me tell you, a riot almost broke up from this cookie company. The employee then came out and started doing his job trying to explain, but people were too upset at that point. I woke up the two teenagers in the car next to me who were sleeping and they said they had been waiting for an hour and a half for these cookies. Very poor management / staffing situation. We were never contacted by Crumbl regarding the situation.

Cookies: best cookies in DFW. So sad that this experience can leave such a bad taste in my mouth for...