Crumbl — Restaurant in Raleigh

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...

I had typed up a short story about this place but got tired of typing. The short and "not so sweet" version is this... The 4 cookies I purchased were just "4 ok". The 4 half pints of ice cream were just just "adequate"... definitely not worth almost $29.00. Yes, I knew it was going to cost that much because I looked on the website prior. Besides being "underwhelmed" by the sweets, I was very disappointed in their "customer service". I have worked in customer service for a good portion of my adult life so I know the difference between good and not so good customer service. I did not receive good customer service tonight. I did receive some "ok" cookies and "adequate" ice cream. However, I guess spoons are not included when you purchase ice cream? Hmmmm. Is it "extra"? My family and I live an hour away so it would have been nice, at least to be asked, if I needed any spoons; maybe some napkins. Forgive me... I said this would be short and sweet. Bottom line... When I went back in to ask for spoons, I was "TOTALLY" ignored for about 3 or 4 min. Is it too much to ask for someone to look up and acknowledge that the same person you just waited on, is back at the counter? (or anyone new at the counter for that matter) Maybe my order was wrong or maybe, just MAYBE, I needed some d@#* spoons to eat my d@#* ice cream. You may think I'm being petty but you weren't there...When I tried to ask her for some d@#* spoons, the "young lady" actually rolled her eyes at me and proceeded to help the lady that was standing beside me. I just think that's plain RUDE. Oh, did I mention when you use the kiosk machine to place and pay for your order, a screen pops up asking "do you want to leave a 15, 20 or 25% tip?" I was feeling generous so I did leave a 15% tip, for what I don't know. It sure wasn't for exceptional customer service, I'll tell you that. I won't be returning to...

I never make reviews but this was by far the worst customer service I have ever experienced. I made an order tonight for ice cream to be delivered to a friend TOMORROW (9/12) at 10 am. I get a text tonight that it will be delivered at 10:37 tonight. I called to see why this was and the employee (Jordan) tells me that the order is for tonight. I told her that was incorrect but she kept saying it wasn't. She asks if I want to cancel and re-order for it to be delivered tomorrow. The DoorDash employee then comes into the store and I can hear Jordan talking to him. She tells him that I am canceling the order and that she is sorry. She never once mentions that the error is their fault and instead puts the blame on me. I then get texts and calls from the DoorDash worker asking me why I canceled and I had to explain to him that I clearly ordered for tomorrow and that Crumbl is at fault. Jordan then continued to ask if I wanted to order again now that my "order" for tonight is canceled even though I never had an order for tonight. I did not make another order. This was my first time ordering from this company and I was excited to have ice cream delivered to my friend for her birthday. I would not recommend this place. Below is a picture of my receipt that shows I clearly ordered the ice cream for tomorrow (9/12) not tonight (9/11). There is also a confirmation from DoorDash that said they would be delivering tonight (9/11) at 10:37 pm and the total says $100 when my order was $10.98 before taxes and...