Crumbl — Restaurant in Roseville

So very disappointed. Ordered early on Thursday for a delivery on Friday at 3:30pm. Received confirmation of order. Received a txt saying "Your order is being prepared". Then within minutes I received a txt saying your order was cancelled. No explanation on why or what to do. I called and was on hold (4th caller) and then at 50 minutes I was the next caller and then it hung up on me. I found a txt support number I have been texting with them. Said they were looking into it, it appears to be a technical issue with the order and they contacted the Tech support team. I texted a few more times to check status but didn't hear back. I sent a txt in the morning to find out when they opened. They responded with 8am around 8:11 PST. I asked if there was any way to get the order to my parents by 5pm, if it is later I will need to confirm the time. They responded with "...it looks like we will be able to get it out before 5"... Then I received a message saying "I'm so sorry for the confusion but the tech team found out that they cannot change the time and address on a doordash. BUT we cancelled and refunded that for you so you can place a new order. I am so sorry about the inconvenience?" I immediately tried to place an order (even though I was very busy) and everything was sold out. The txt support said they could not do anything about it. Sorry, you will need to order next week or when they get more supplies back in. I have now been on hold again with the store for 1 hour and 10 minutes as I type this. I can't believe I can't get real help to get this resolved. My mom can see that there are supplies available to order for curbside pickup. I can't see them or order/pay as it requires location and I am in Maryland. I don't want them to have to go out in the heat anyway. This was suppose to be a Father's Day Treat! I can't believe someone can't fix this!

Not sure what is up with the phone system. I am on hold again (I have never reached anyone yet at this location). Friday held for 50 minutes before it hung up on me. Called on Saturday held over 1 hour where after being the next caller it then would switch and say I was caller # 2. It just did that again. Went from hold time estimate to 1 minute and I was the next caller and now I am caller # 2 and the hold time is 6 minutes. It keeps going up in hold time. Was 1 minute, then 2 minutes and now 6. Oh, I am again the next in line. I don't think they answer the phone. There is no way they are on with a caller for 30 minutes. Wish someone would call me. The text support said they could not help me. They said they issued refund, but I don't see a refund pending and my dad never got his order. I have been on hold this time for 12 minutes. ...

We first had seen Crumbl on a GoodDay segment and their cookies looked so good, they talked about a nee shop opening in a Roseville location (not too far from us) so I kept on waiting for them to open. Once they did, I placed my order on their Crumbl app for the party size box (12 large size assorted Cookies 🍪) and 4 small ice creams, then drove about 27 mins to have curbside delivery. Downside was I waited 20mins after arriving for my order, I even watched a few other cars pull up after me get their order before mine. I got curbside for a reason, I have small kids that I didn’t want to get out of the car and put right back in, however I still had to do this because 20 mins later, and a phone call to see what’s going on and they still hadn’t brought my order out. When I walked in they were still putting them in the box. (I would have thought since I ordered hours ago, and they sell out so fast, that my order would have been placed in a box when I placed and paid for the order hours ago) so the girl that ended up handing me my order said they took so long because they were trying to find the carrier the small ice creams came in)!!? Okay, 20 plus mins later and I walk in now to grab my curbside pickup and they still didn’t have any of my 4 small ice creams in the holder they were looking for so now my ice cream was already melting and we had another 30 min ride home. I gave 5 stars because the Cookies are beyond excellent. They are worth any weight and definitely worth the price. We had cookies for a few days because they are huge. There’s no way you can go there and only buy one cookie. You must by at least one, if not two of every flavor. They definitely have changed my mind about buying any store bought cookie or even trying to bake my own. I’ll make that drive any day to buy more cookies... I’m happy they aren’t close enough to my home for same day delivery or else I would be ordering every other day. Hand down best cookies every... employees I realize are new and all still learning so nothing to be annoyed by but hopefully they realize they shouldn’t have a curbside pickup waiting for 20+ mins on a day that’s not super busy... we do curbside for a reason, usually because we have our small kids in the car who start screaming after 5 mins of waiting.. 10 stars to those bakers.. you all know how to bake an amazing...

Let me start by saying the cookies here are really good. I'm cheap, but I still think they're almost worth the $4 they charge for one. They're twice the size of others, so really, it's more like $2 per serving. So why one star? Here's why. At 8:26 pm, I ordered a dozen cookies via their app, as a treat for our staff. Two of the six cookies on their menu we're sold out, so I ordered and paid for 8 chocolate chips plus 4 others. The app said they'd be ready between 8:30 and 8:45. I arrived at 8:55 and let them know via the app that I was there for curbside pickup. About ten minutes later, an employee came out shouting my name. I opened my car window and flagged her down. She told me sorry, but they only had 7 chocolate chips. When I asked why they're already sold out of two kinds, and now a third, she said they actually have one of the ones the app said they were sold out of. So I said great, I'll take 3 of those and only 5 chocolate chips. A couple minutes later, she comes back to my car and said she really hated to tell me, but the others in the store didn't realize I was there to pick up my order, so they gave away all of my chocolate chip cookies. I asked if they were going to make any more. She said it would take over an hour. At this point, I decided to go into the store to make sure they knew I was there, and to find out for sure which cookies were left. Turns out, they were out of one of the other cookies I had originally ordered as well. A different server came up to explain to me that the reason they gave my cookies away is because the health department doesn't allow them to keep cookies in the store that long. When she asked when I ordered the cookies, I told her about 45 minute ago. She said "oh", turned around, and started talking with several other servers to try to figure out what to do. It was clear to me that I wasn't getting any chocolate chip cookies so I chose 12 cookies they had on store. Only 3 of them were in my original order. The person who handed me the box apologized for the mix up. But at no point during this entire fiasco did anyone make any offers to rectify the situation. They didn't even offer me a free cookie. Maybe they couldn't...