Crumbl — Restaurant in Salem

I’ll start by saying the product is good. My cookies were great and I’ll definitely be back. The location is alright, the interior is amazing, and the set up is superb. However, this location is BRAND NEW, and they sure are having the opening pains that I have had in other store openings as a manager. There’s a lot of miscommunication between staff members, example: one cookie flavor was out but some staff were misinformed, and went out to take orders, when those customers came in they found out they were out of the ones they ordered. There’s a lot of cookies out, when I went over half the cookie menu was sold out. It’s rough, I’m sure. Perhaps you’re completely slammed up to your ears and can’t keep up, I get it but it really isn’t a great look to be out of so much when you’re opening. I think the environment is great but there were a few things I would have appreciate more (I’m being really picky but if it was my crew I’d tell them the same) it was really warm in the building, I would surely suggest the AC come down. Not only were the staff sweating but so were the customers. The music was very quiet, and I think with such minimal communication happening you could arguably (at least when I was there) turn music higher for a better environment feel. The lobby was packed but awkwardly silent. The cursor was sitting in the middle of the advert board, again, it’s just a bad look. Is it a big deal? No. Is it an impression? Yes. I’m unsure if it’s the staff that are new, perhaps it’s a manger issue, perhaps y’all are just slammed (trust me I get it) but while I was there it became so full inside that we couldn’t let people in to take orders and the pick ups were slow. The girl usually taking orders was creating boxes, and no one was going around trying to fix EVERYONES order that was sold out, so it was taken care of one by one as the order became ready which isn’t time efficient and again was very awkward for the whole lobby to hear every order that was ready.

It’s not meant to be mean, but if it was me as a manger I would be fixing those little issues. The shop is beautiful, the product is good, the set up is amazing, just have to work kinks out and execute properly and efficiently. I hope that people who are having a less than amazing first time try it again because opening a shop is really hard and I’ve been the girl on the other side dying for it. I would just keep this all in mind when you head in that it might not be perfect, and to give people some slack while they work...

I have had Crumbl Cookies in the past, however this was our first experience with the Salem location. I will never be returning to this location again. The Service was awful, I placed an order on their app (because I wanted a seamless pickup) paid the $35.00 for the dozen cookies, and the Mandatory $5.00 gratuity. I placed the order at 2:30 pm, the App said they would be ready at 3:00pm. My wife, sister in law, and mother in law all drove over to the store (from Turner). My wife went inside and was told that she had to tell them that she was there on the app and it would be a twenty minute wait, not a big deal she called me and I checked in. The app said we were number 12 in line, it was mother’s day weekend, so I understood. I informed my wife of the number via screenshot text message, updating her periodically. After 30 minutes we were at number Four and the counter reset, we were now 21. My wife went inside to talk to them about this and they said the order just popped up. It would be an additional 20 minutes. After twenty more minutes she went back inside to check on the order and was greeted with rude employees, this all happened while she watched walk in customers go in and out with their orders. I told my wife to leave and go elsewhere for our dessert.

I called the store and explained everything that had transpired to the manager. She didn't seem to care, and offered me what appeared to be the corporate script for upset customers. She even asked me if we still wanted our order, we were fifth in line after an hour and fifteen minutes. I requested the order be canceled and also requested a full refund. At no point was I offered any corrective measures, or even an apology.

Things to take away from this. This is not the first time this store has had this complaint. I have read the reviews on this store and there are several people out there with similar experiences. Ordering from the app is entirely pointless, they force a mandatory gratuity when using the app. This store is extremely...

Cookies are delicious. Had them in Boise, Idaho the first time. However, we live in Salem, Oregon now and tried curbside, it’s a joke, don’t do it!!! I had a cookie pick up time of 6:15. I got my cookies at 6:57! I waited outside in the parking lot with my 19 month old daughter upset and screaming in the car because we were just sitting there. We were going to pick them up and then go back home and eat dinner...that was not the case and a hungry toddler is a NIGHTMARE! What’s the point of curbside pickup and picking a time?? It looks like they were helping people that walked up first. Which there are about 20!! Not to mention the 12 or so cars waiting outside who had SCHEDULED times. I would have given 5 starts but this experience was HORRIBLE. When I called, the girl said they make the cookies when you you check in, so they are warm and fresh. Ok, that’s great. But shouldn’t you make them a bit before someone is expected to pick them up??? And it shouldn’t matter that we get them warm, I have ordered cookies for delivery before, at the Boise location and they weren’t warm when I got them. Which is fine! They are definitely not worth waiting in the parking lot for 45+ minutes. Rethinking my recommending to all the people I have recommended them to! Or at least order for delivery and not curbside pickup, at least you would get them at the time you scheduled and not 45+minutes after! 👎🏼👎🏼

Update three minutes later: lowering this to one star because I drove off after finally my getting my order, 45 minutes after my pick up time and when I open the box after driving away the cookies were wrong. I had to turn around and wait another five minutes to get the right cookies. Horrible...