Crumbl — Restaurant in Riverdale

My colleague and I thought it would be fun to treat some clients to some crumbl cookies for the holidays. She ordered online where we were given very little options for catering flavors. She proceeded to call the store several times to try and arrange for a 9:30 pickup time instead of the assigned 10am and request specific box sizes since our order was being split up between a few destinations. Nobody answered the call or returned her voice-mail. We showed up at the store round 9:40, they had one customer at the counter and four employees working. Nobody acknowledged us or said anything for several minutes. They stacked up 6 HUGE boxes full of cookies in front of the customer at the counter and sent her on her way. She struggled as she attempted to pick up all the boxes at once, looked around a little defeated, then I offered to help her carry them out to her car. None of the crumbl employees batted an eye, just continued to ignore us. A few minutes to 10, an employee asked what she could do for us, we explained we had a catering order to pick up. She curtly stated that pickup wasn't until 10am so we would need to wait for her to box them up. My colleague apologized and told her she had tried calling countless times and even left a voice mail. To which, the employee responded simply that their phones weren't working. She then turned around and went to box the order, without giving us an opportunity to make a specific request. At this point 2 other customers had come in after us, again without an acknowledgment from the staff. We felt very uncomfortable and unwelcome, what made it worse was that the cookies were being split between two boxes and we needed three. Unwilling to 'bother' the staff with our concerns my colleague proceeded to the tablet in an effort to buy a four pack of the large cookies to offset the difference and allow us to deliver 3 boxes as originally intended. To our dismay, the card reader wasn't working so our order was canceled. When the employee handed us the catering order we reluctantly asked for an extra box to split the cookies up. I recognized that they were busy and asked for a pair of gloves so I could split them up myself. She acquiesced bringing me the gloves and extra box, then disappeared from our view. I began to split the cookies and ended up with an awkward arrangement of cookies that didn't fill the oversized boxes. At that point, it was after 10, and we had to get going to make our appointments. We were so embarrassed at the thought of our clients recognizing what appeared to be missing cookies from our oversized boxes. We have another catering order, a much larger one, that we need to deliver tomorrow, needless to say we will be taking our business elsewhere. I will not be returning to Riverdale crumbl and I will encourage my friends and family to go...

It looks like customers are expected to place their order through a tablet/kiosk thing at the front desk. The people in front of me were taking a long time. I did notice a computer screen next to it with a chip reader. So I assumed that the staff could also take a regular order..you know…the old fashioned way.

So I stepped up to the cash register only to be ignored. One staff member was working, while another staff member was on her phone and another staff member was in the middle of the work area looking like she was waiting for another order to come in to give her something to do. I’m standing right here wanting to place an order, and for whatever reason, nobody would help me. Are they really expecting customers to only place online orders, or use the tablet to order? Are they completely getting away from old fashion service? Or did I just stumbled upon three people who were not interested in taking my order? I don’t know. I don’t care. I won’t be back. I was there to order 50 cookies for my workplace.

If crumble decides to respond to my comment, please actually address my concern instead a copy and pasted message, encouraging me to submit my complaint through a website. This is my official complaint. This is how people complain about service. A smart owner/operator would use these reviews as an opportunity to respond thoughtfully so it looks like they actually care.

So I encourage this company to get away from copy and paste responses and actually ingest the comments that are being left here. There are several people just like me who have recently had the...

I walked into the store around 530 tonight, hoping to get some cookies for my family. I waited at the counter for several minutes while three employees “hung out” and giggled over their cell phones. I patiently waited - maybe they were finishing a task? Give teenagers the benefit of the doubt, right? One made eye contact with me and I smiled but she never approached me. Another employee came out from the back room with boxes and put them on the counter to my left and continued doing…whatever he was doing. The three girls just stood there engrossed in their conversation. I became increasingly annoyed. Here I am in this horrific economy willing to buy overpriced cookies for my family on a Friday night. Well… I can do that elsewhere. I kindly asked “I’m just curious is it part of your job to attend to customers?” They stared at me blankly (oh this rising generation). I walked out. I’m sure they feel they are underpaid too… I will not be back. If businesses like yours do not prioritize respectful interaction as part of the exchange of money for a good/service there are plenty who do. I suggest making a no cell phone rule at work. If this was my cookie store, I wouldn’t want to be paying people while they giggle...