Crumbl — Restaurant in Port Saint Lucie

My fiancé and I came here for the first time on a Thursday night, around 9pm. There was probably about 6-8 people aside from us, waiting for our orders. We ordered and payed on the kiosk and stepped to the side to wait. As we were waiting for our order, we were commenting to one another on how rude the staff were being, not only to each other, but to the CUSTOMERS. From throwing spoons on the counter, sighs of irritations, and a considerable amount of eye rolling. We finally received part of our order, and proceeded to wait for our ice cream. Now if you are familiar with Crumbl, and to my understanding, the ice cream is pre-prepared in pint containers and just need to be taken from the freezer and given to the customer. The young lady helping us forgot the ice cream in our order, but we gave her the benefit of the doubt, because she did appear pretty flustered. She also appeared to be very young, which is an important part of this review. We asked her for the ice cream, in which she turned around to grab it from the freezer, and almost slammed it on the counter in front of us. Knowing what was coming next, I asked her for a spoon, which was basically tossed on the counter in front of me, with dirty hands.

Later on, after being completely appalled by the customer service, we called to speak to a manger, simply to advise them about the experience we had to hopefully save this from happening to someone else. The lady we spoke to on the phone would not connect us with the manager and insisted on “helping us.” We let her know what we just experienced and all she had to say was “well what do you need? Are you missing part of your order.” She completely missed the mark on that one. Then had the audacity to say we got that service because they were “busy and short staffed.” I completely understand being short staffed in these trying times but that does not give anyone the excuse to treat paying customers, ESPECIALLY, first timers. With both my fiancé and I having experience in high volume restaurants, we were surprised at the level of carelessness this place offers. Clearly the manager holds their staff to no type of accountability and does not really care what is going on in their establishment.

Now for the best part, I returned later (we were still in the parking lot trying to enjoy our cookies) to speak face to face with a manger. This time, I spoke to a gentleman, not who I spoke to on the phone. He informed me that he was the only manager working and that they had multiple staff members call out. He then informed me that he had one of the staff members CHILDREN working that night as an extra set of hands. The girl at the front I previously mentioned could not have been older than 14, and the little boy was maybe 6-8. Mind you, this is a school night at 9PM. How is that okay? Not once did I receive an apology, not once did anyone try to rectify the situation. Just poor excuses for poor customer service and poor management. The BBB has been notified of this, and I will not be returning. Please stop using your children as slaves and hire some ACTUAL employees, that will treat people with respect and represent your brand in a...

We normally have a such a great experience at this location but today’s experience left a bad taste in my mouth. I placed an order online and went inside at the “ready” time. I stood at the pick up counter and waited for the family at the order counter to finish being served. The person handling them, looked up at my partner and I, but never acknowledged us. We waited patiently for about 5 or 6 minutes and still no acknowledgement. Another person walks in and she immediately goes to handle them. I figured, maybe we were waiting in the wrong line. I wait for the gentleman in front of me to finish being served (he was given prompt and excellent service, btw). He leaves and I am now standing at the counter waiting for the woman to help me. She intentionally walks away and even goes as far as to look me in my face at the counter and walk right past me to go and talk to another gentleman outside. She does not for one second acknowledge that I have not been helped or reassure me that someone will be coming to assist me. It was bad enough for the kids preparing the orders to come up and apologize to me. They immediately got my name and promptly got my order to me. Whoever this woman is needs to be fired. I understand being busy, especially in the food service industry. But this woman was looking for every other reason to not assist my partner and I. Like I said, this is very unlike my previous experiences at this location. I’ll absolutely come back because the quality of the product and service is usually spectacular. But this vile woman made a Saturday morning cookie...

Ordered online for delivery at 5:30 pm, got updates from the app saying my order was confirmed and should be delivered by 6:30 pm. Checked back on the app around that time and it said my order was delivered, but of course nothing was delivered to me. I contact the store and the girl I spoke to mentioned that it was delivered and the driver (Hannah) dropped off my order accordingly. I again mentioned we did not get anything delivered and I asked her how we can go about the issue, she then stated that she would have to see if a refund can be issued but I would have to go in person. I then said I should get my order re delivered to me at no additional charge because it was a mistake on their behalf not mine. She then got a manager on the phone who told me not to worry that they will re do my order as soon as possible and I should get my cookies soon. BUT when I asked what the estimated time would be she said “well my driver is still not back at the store and then she has to take her break so definitely more than an hour” which I believe is unacceptable and terrible customer service. I of course got upset by the way they were trying to handle this situation with no professionalism AT ALL. The manager then told me how they have gotten so many calls regarding the driver and that she got in trouble already for it. Almost 10 pm (4 hours later) still no cookies and all they can tell me is they don’t know what is going on with their gps service. No refund, no cookies....