When I first arrived at Crumbl, the store was moderately busy, but nothing out of the ordinary for a popular bakery. I anticipated a wait but was unprepared for what came next. Two hours. Yes, two hours for cookies. Not gourmet, hand-crafted delicacies that take hours to prepare—just cookies, which are their main (and only) product.

As I entered the store, I could already see a chaotic energy behind the counter. Employees appeared disorganized and frazzled, rushing between orders. Initially, I waited patiently, hoping it was just a temporary hiccup in an otherwise normal day of service. After 30 minutes of waiting without any updates or explanations, I began to grow concerned.

One of the most infuriating aspects of the entire experience was how in-person customers were blatantly ignored while DoorDash and other online orders took priority. Throughout my wait, I watched as order after order was handed to DoorDash drivers, with little to no attention given to the customers standing right there in front of them.

Throughout my two-hour wait, one thing stood out: the lack of communication from the staff. Not once did anyone approach me or the other customers to explain the delay, apologize for the inconvenience, or even offer an estimated time for our orders. We were left in the dark, wondering when—if ever—our cookies would be ready.

At one point, I attempted to ask an employee about the status of my order, but I was brushed off with a curt, “We’re working on it,” before they quickly turned their attention back to the growing mountain of DoorDash orders. It was clear that in-store customers were not a priority.

The scene behind the counter was nothing short of chaotic. Employees scrambled to fulfill orders, but it was clear that there was no system in place to manage the high volume of both in-store and delivery orders. I watched as employees hastily put together boxes of cookies, often looking confused about which order belonged to whom. At one point, I even saw a staff member repackage cookies that had been sitting on the counter for over 30 minutes, seemingly forgotten.

This level of disorganization not only slowed down the process but also gave the impression that the staff was overwhelmed and ill-prepared to handle the demand. It’s baffling that a chain specializing in one product—cookies—couldn’t find a more efficient way to serve its customers.

I wasn’t the only one frustrated by the poor service at Crumbl Cookies. As I waited, I overheard several other customers sharing similar complaints. One woman mentioned that she had placed an online order for pick-up over an hour ago and still hadn’t received her cookies. Another family expressed disbelief at how long they had been waiting, questioning whether the cookies were even worth it at that point.

The common thread in all these experiences was the clear favoritism shown towards DoorDash and other delivery services. It seemed that in-store customers were treated as second-class, their orders repeatedly pushed to the back of the line in favor of online orders.

My experience at the Sherman Oaks location of Crumbl Cookies was nothing short of miserable. From the outrageous two-hour wait to the clear favoritism shown to DoorDash orders over in-person customers, it was a masterclass in how not to run a business.

If you’re planning to visit the Sherman Oaks location, my advice is simple: DONT