Crumbl — Restaurant in Rogers

Crumbl’s cookies are outstanding, but their customer service is not. I placed an online curbside order and checked in on the app. I sat in my car for 30 minutes watching new customers walk in and walk out with their orders, so I went inside and stood at the cash register. 3 working staff members didn’t acknowledge me or make eye contact for 15 minutes. As I stood there, I watched several people standing in the pick up line receive their orders, before I yelled “Is anyone going to acknowledge me?!” A staff member said “Sorry, we’re really busy,” and tried to resume working. I was livid. I said, “Yeah, I know, but I’ve been sitting outside for 30 minutes. I haven’t received my order, and I’m not in the queue.” Apparently, they were working so fast they zoomed by my order and closed it by mistake. My cookies were sitting on the counter waiting for one more cookie. They scrambled, figured out it was my box, and gave them to me. Not a “I’m sorry.” Nothing. I was more than patient and I was very aware that they were being bombarded with orders. I would have been pleasant and more understanding if someone would have just asked what I needed. It was the lack of eye contact and acknowledgement that made me such a Karen. If I hadn’t said anything, there’s no telling how much longer I would have had to wait, and since my order was closed I couldn’t cancel it and leave, so I was forced to wait for cookies I paid for, with a tip. That’s another thing I find frustrating. Tips should be optional after payment. Not before. I know they work hard to make the cookies, but after that treatment a tip wasn’t warranted.

Additionally, I reached out to Crumbl/contact emailed the store and customer assist and have not...

Worst service ever!! My sister ordered on Wednesday 8dozen cookies for my nephews birthday party and got there to get them and they said they wouldn’t give us more then 2dozen even though she already paid almost 400.00. The girl said they aren’t allowed to give someone more then 2dozen so had to have 4 people come up there and they still were not getting us our cookies they then came up with the excuse that the person running the oven didn’t make enough! That’s not our problem it’s yours to fix it! The bday party was set for 530 and so the cookies were to be picked up between 4-4:30 and didn’t even get them till after 6pm!! Completely no excuse for this behavior. They were also ignoring us and giving cookies to other people that just walked in and ordered and this should of not happened until we had all our cookies in hand!! All these employees there tonight need to find a new job and new attitudes. When someone pays almost 400.00 for cookies 3days in advance it’s expected they are to be ready at pick up time not asked to take a refund because they were too lazy to do their job! Something needs to be done about this...

Both times I visited this location I had horrible experiences. My mom mobile orders from Fort Smith and I pick them up for her when I visit, and so I go in to the register to let them know I have a mobile pickup, and I end up waiting 3x as long as people who walk in and order from the tablets/cashier!! It’s so frustrating! Not only that, but almost all of the workers treat me like I’m invisible when I try to get their attention to ask about the status of my order. The first time, a girl was leaving for the day and was checking herself out at the register and didn’t acknowledge me once! Not even to say “someone will be right with you”. Nothing. Then she left and a baker had to scramble to the front to help me. So unprofessional. This last time I went (and it is the LAST time) the girl said that they were “working on my order” without even checking on it -_- so I was there for 20min with another lady that mobile ordered who waited just as long. She even said that they always seem “behind”. I’m...