Crumbl — Restaurant in Riverton

Avoid this location like the plague. Terrible employees that will randomly choose to ignore some people, while serving others.

We had some DoorDash credits to use, so we decided a treat for the family on a Friday evening sounded good.

I placed my order while running some other errands and was told the order would be ready in 7-17 minutes. I arrived about 12 minutes after placing the order and had been notified my order should be ready.

Upon arriving, I checked with the five other people waiting that they had been helped and they had. So I went directly to the pickup counter and waited to talk with the two girls there.

They never acknowledged me. I let some time pass and finally spoke up to see if they had my DoorDash order. One of them checked a screen quickly and said they didn’t see it and asked if I had checked in. I was confused because that’s not something you have to do (or can do).

Mid-conversation, the girl (we’ll call her “blue hair”) walked away. The other girl had disappeared at some point (later, she left the store, so it seemed like her shift was ending and she had no desire to talk to anyone - fair enough).

After more time fulfilling other orders and walking around and not initiating a conversation with me again, blue hair finally said she’d help me in a second. By this time, I could clearly see my order on their screen and I pointed that out.

She said OK, what’s your order? As I started to say it, she decided to answer the phone and turned away from me. Cool, cool. She eventually motioned to another girl to check my order.

I told the next girl my order and pointed to it on their screen. We were then interrupted by a man speaking Spanish. The girl started speaking to him in Spanish (which I also speak and understand) and checked the order on his phone (which had been placed through DoorDash as well, I could see).

This man’s order wasn’t showing up on their screen, which was the issue I had been having. So he had to wait. The Spanish-speaking girl then ignored me and started fulfilling other orders, including people who had walked in well after me and people who had literally just ordered at the kiosks.

Spanish-speaking guy’s order finally showed up and they immediately fulfilled his order, giving him the last five chocolate chip cookies. Sweet!

More and more time passed as I waited there. More and more people had their orders fulfilled. I thought I was going to end up living in this Crumbl location or explode from the sheer insanity of the situation. Of two employees working a few feet away from me and completely ignoring me.

I finally confronted them. They checked my order. One was confused that I had ordered from them through DoorDash. I don’t know why ordering food through a food delivery app would be confusing. Nothing made sense anymore anyway.

Of course, they were still out of chocolate chip. For some reason, they were putting the wrong type of cookie into my box, but I accepted it so I could get out of there.

My goodness, I hope I never have to interact with blue hair, Spanish speaker, or I’m-out-of-here-in-five-minutes girl ever again.

Cookies were fine, but I’ll stick to...

I truly don't like to give one star reviews, but this is an honest review of my experiences at this store. One bad experience I can understand it might be a fluke, but having literally the same experience every time, and finally this last experience from this store warrants this detailed review.

DELIVERY: The last few times (three to be exact) I’ve ordered and had cookies delivered from this location have been awful experiences. First of all - horrendously late delivery times. The second to last time I placed my order around 8:35pm, didn’t arrive until 10:46pm. On the most recent delivery, we waited for over two hours for the delivery and the cookies never even arrived! No phone call or anything to inform us other than the spam of robot texts you get asking “how did we do” without any follow up to a bad score.

Found out they did delivery through Door Dash, who I contacted and their customer service was awesome!! Immediately had my info and were very professional. Great response and support initially, but since payments are through the Crumbl app and through local store, they transferred me back to this Crumbl location in Riverton.

From there the bad experience continued. The man on the phone would not communicate with us. Very curt, short words like we were annoying him, and very standoffish on the phone.

Answered the call with “What.” I thought the phone cut out since it was so curt so I said “hello” again and he responded “yeah, what??” I explained we never received our order and he literally said in a very rude tone “so what do you want us to do about it?” I understand everyone has a bad day, but really dude?? The attitude and tone he gave has left such a bad taste in my mouth. I asked for a refund since we didn't receive our order and he just said “fine” and then hung up on us! So... hopefully I see a refund?? Who knows - I didn’t get any help or any answers.

IN-PERSON / PICKUP: Due to the poor experience with delivery attempts, we thought going in person might be a better experience at this store. Unfortunately it was not any better. Filthy countertops, dirty iPads, and shipping pallets of their latest inventory of pink boxes greet you each time you walk in. The employees for the most part seem too busy to pay any attention to you, with the exception of one young woman who each time we've visited has ensured we were happy with our cookies before boxing them up (same girl each time). Disappointed with the cleanliness and customer service.

Unfortunately we have decided no longer to support this store due to the lack of customer service and the rude interaction we most recently had. Better off going to the Draper or Layton store in my opinion, because the cookies are...

If I can give 0 stars I will. Came here on 09/06/21 Labor Day. Ordered at 3pm through the App and the App said my order will be ready within 30 minutes. Arrived at 3:28pm and although I indicated I would do curbside pickup, I decided to give them a break since clearly the store was empty and no customers inside. As soon as I went inside, there were three girls working. NONE of them said hi, one looked like she was on the phone with her headset and was walking around and was pointing at one of the the cookies on the countertop. The other two were towards the back, decorating cookies and talking/laughing. I walked to the "pick up" counter and noticed my order wasn't there even though I ordered almost 30 minutes ago. I stood there for about 3 minutes, and out of the three girls, none of them said hi or said welcome to the store or most importantly "can I help you?" they just kept glancing at me. C'mon, if there was something that was just standing there, wouldn't you say one of those lines? I then looked at the app and I clicked on "I'm here" and about 30 seconds later, one of the girls at the back, noticed there was a ring and decided to prepare the box, and I told her that was my order, in which she quickly prepared.

I just find it ridiculous that, me clicking on "I'm here" made one of them actually prepare my order. Out the almost 5 minutes of me just standing there, NONE of those three girls even noticed me or cared to help me out. Customer Service is definitely lacking. This location is our regular place to get crumbl cookies as well, but this was the first time that I've encountered this. I know that it is a holiday, but the store was empty, and I already ordered through the app, but those three girls just ignoring me as soon as I came in is totally unacceptable.

To whoever management is, please let them know this feedback, I clearly indicated the time and date of...