Crumbl — Restaurant in Saint Louis Park

Cookie: Fantastic; Customer Service: Poor and leaves much to be desired

Yesterday (8/18) around 4:30 pm, I went to this Crumbl location to get a cookie due to the promotion Crumbl had with the MN Twins for the game I attended over the weekend. While there, I attempted to order the cookie using the self-serve kiosk, but for whatever reason, the technology wasn't working to scan the QR code. No big deal I thought-I'll just go to the front counter and get help. Turns out that was a mistake. While standing there, one of the workers walked right past me without asking if I needed help. Maybe she thought I was waiting for my order, so I gave it a pass; however, it became obvious later as I stood there for couple more minutes that I was being blatantly ignored and these employees weren't willingly about to help. While I was patiently waiting, both employees who were working at that time looked over at me a few different times, did nothing (not even an acknowledgement or asked if I needed help), then went on complaining about their jobs. As they were in the middle of complaining, I politely interrupted asking if I could please get help, and with the amount of rudeness/attitude I received, you would've thought I had just asked them to complete the most tedious task known to man. Instead of coming up to to the front counter to quickly help/scan the QR code for me, the female employee stood there and talked loudly across the kitchen telling me how to work technology, as if I didn't know how it works nor had tried already. When I told them I already tried but for whatever reason technology wasn't working to scan my QR code, it felt like this massive standoff. Eventually, the male employee handed me the cookie, and I said "thank you, have a good night." I no more than turn around and take a step or two towards the door, and they start bashing me complaining about "dumbass customers" and how they don't get paid enough/shouldn't have to deal with people or something along those lines. Maybe they were understaffed and frustrated-I don't know what kind of day they were having or what's going on in their lives; however, what I do know is that was a very unpleasant experience (the worst I've had at a Crumbl), and nobody deserves this or should have to go...

Their cookies themselves are okay (the base dough usually isn’t sweet enough and the amount of frosting on the frosted cookies is usually excessive, but I have enjoyed their S’mores and Red Velvet cookies that have no frosting), and the packaging is cute, but they’re too large for one enjoyable, convenient serving. Crumbl could sell smaller cookies for a better price, but they choose to save the small cookies for catering orders only. Essentially, they force you to buy a giant 800 calorie cookie instead of a few normal-sized cookies, which means you can’t try every weekly flavor unless you want to order 4 enormous cookies for $5 each. That’s their first shady sales practice.

The second is their posted calorie counts. They list the cookies as having “200 calories” “180 calories” etc under the pictures of each cookie. You look at the huge size of the cookie and it doesn’t make any sense unless they’re magical diet cookies. Turns out, they’re listing the calorie counts for ONE FOURTH of a cookie underneath the photo of the whole cookie. There’s an asterisk followed by tiny text concerning the real portion size that is cut off at the bottom of their electronic screen. To gauge the employees knowledge of the calorie count, I asked the teenager working there how it’s possible for such a big cookie to have so few calories, and he had no clue that the calorie count is for 1/4 of a cookie. As a doctor, I don’t appreciate Crumbl’s deceptive posting of the calorie count in light of the country’s obesity epidemic and their apparent circumventing of the purpose of the law that requires calorie counts to be posted. I prefer to buy my cookies from a more ethical company.

I’d be down to try Crumbl again if they clean up their act. Love the ever changing flavors and...

I had high expectations for Crumbl, but unfortunately, my recent experience was disappointing. I placed an order online, received confirmation, and was charged for it. However, when I arrived at the store, I was told my order was sold out. This was confusing because I had already paid for it, and my order had been confirmed.

What made it worse is that I suspect my order wasn't sold out at all. The store had a long line of customers when I arrived, and it felt like they might have given my order away to someone else just to keep the line moving and avoid disappointing those physically in the store. If that was the case, it was a poor choice, especially since I had already paid and expected my order to be ready when I got there.

To add to the frustration, the only options I was given were to either get a refund or choose something else. Picking something else or a refund was not what I felt was good compensation, considering I had driven 30 minutes with expectations that I was going to receive the order that I had paid for and that was confirmed. It would have been nice to offer some kind of compensation—maybe a free cookie, a coupon, or something more than just the refund or a substitute.

I understand things can get busy, but this experience left me frustrated and questioning whether I’ll return to this location. They need to ensure that confirmed orders are honored, even when the store gets hectic, that would be a great gesture at displaying...