Crumbl — Restaurant in Ross Township

Update: our second experience was much better. Will give them another chance.

Our first ever experience at a Crumbl was a bust. We went specifically because my husband was really excited to try the Mallow Creme Lucky Charm cookie. The drive thru was closed. Having never been here before we were unsure what to do. When we walked in there were a few customers just standing waiting. We didn't know if they already ordered or not. There was no one at the front counter where it said order here and no one greeted us. The employees just ignored everyone and kept working in the baking area. Finally when some people moved we saw that there were two order screens, one of which was out of order, so we proceeded to order on the screen and then wait for our order. We were there for somewhere between 5 and 10 minutes before an employee came to the counter and announced to everyone that the Mallow Creme cookies had just gone in the oven and would not be ready for 20-30 minutes. At this time, many people who had been already waiting much longer than us seemed visibly upset. Some cancelled their orders, asked for refunds, and left. Others were given the option to switch their cookies or wait. I guess most people there had ordered this specific cookie. A man with his young son said he placed an online order for pick up over 20 minutes ago so he opted to switch the cookies instead of wait another 20-30 mins. His son was visibly sad about not getting the cookie he had been waiting for. We also opted to just switch our cookies as we felt we already wasted time and didn't want to leave empty handed. The coconut lime was very good but very sweet, it made for multiple snacks through the day. My husband did like the Buttermilk pancake cookie alright too. Hoping this was just an off day. The wait and the lack of service made us hesitant want to go back. Even the man who ordered online for pickup in advance didn't get his order. Maybe we'll give it one more chance if another flavor makes us excited to go try. Hopefully next time we will actually get what we came for without the confusion, wait,...

This week, I visited Crumbl at Northway Mall and ordered a 4-pack of cookies, three of which were French Toast cookies. I asked the employee preparing my order if she could leave the frosting off one of the cookies, and she agreed. However, another employee who overheard the conversation interjected and told me that they could not make my cookie as I requested. I explained that the first employee had already agreed to fulfill my request.

The second employee then stated that it was a corporate policy to prepare the cookies as shown in the display. I asked why, if this was a corporate policy, all employees were not aware of it. I reiterated that my request had already been accepted and that I expected it to be honored.

At that point, another employee named Nana, who identified herself as the team lead, stated that she could be fired for making the cookies differently from the display. I told her to simply leave the icing off the cookie. If that wasn’t possible, I asked her to void my order entirely. She voided my order, and I expressed my frustration by explaining that her role as a team lead should include ensuring all employees are properly trained on corporate policies.

While I can't rate the cookies, I can confidently rate the customer...

I went to Crumbl for the first time today and sadly, I think it will be my last time too. I kept seeing the special edition Kardashian/Jenner collaboration on TikTok and I wanted to try three of them. I saw that the store opened at 8:00 so I got there at 8:15 only to be greeted by a sign on the door stating that they wouldn't be open until 10:00. So I went back at 11:30 to purchase the three cookies I wanted. The customer service was dry and almost non existent. No greeting from anyone. It only took about 3 minutes to get my order. There was chocolate on the outside of the box. Who wants a messy Crumbl box? Not to mention the fact that they didn't have the special boxes for this week's special lineup. The Kris Jenner cake was absolutely amazing!! The Khloe cookie didn't taste fresh and it didn't really look like the pictures on the website and app. They were "sold out" of the Kourtney cookie. How was the store sold out by 11:30 if they opened at 10? Very odd. The Kris Jenner cake was the only reason this review got 2 stars. Otherwise, the overall experience would be a 1/1.5 stars. My sister told me not to get them and ai should have listened to her. $11 for mediocre...