Crumbl — Restaurant in San Antonio

I rarely write reviews but have to after the experience I had today. Hands down this is the worst crumbl location I’ve ever been to and has the most unprofessional and rudest staff I’ve ever dealt with. I placed a pickup order today (3/7/25) for 6 cookies through DoorDash at 4:04pm and it said my order would be ready at 4:21pm. I arrived there at 4:25pm, went to the pickup counter, showed the kid my order details and told him my name. The place was packed with people waiting on their orders as well as with people there to place an in store order. I never saw my name up on the pickup queue screen and after waiting 10 minutes and watching 6 people who came in after me and placed in store orders get their orders, I asked the kid about my order. He asked what my name was, I told him again, he never said anything and ducked behind the corner to ice some cookies in a box which I assumed were mine. BIG MISTAKE on my part for making that assumption. Another 15 minutes would go by without me getting my order while 7 more people who walked in way after me and placed in store orders got theirs. I’m getting pissed at this point but try to remain calm. I asked the kid again about my order and he asked what my name was. I was on the verge of flipping out but remained calm, told him my name and showed the order details to him for a third time and he just walked away again without saying a word. Another 15 minutes go by and I’m trying my best not to come unglued but my patience is gone at this point after seeing the 5 people ahead of me who were waiting for their pickup orders long gone in addition to the dozens of people who placed in store orders get theirs and leave. When he walked over yet again with another in store order, I gritted through my teeth while asking him again how much longer it was going to be before I’d get my order. He asked for my name for a 4th time and once I gave it to him again, he rolled his eyes, said something under breath and walked away without saying anything directly to me. Another 15 minutes would go by without me getting my order and I lost my cool. I asked another kid who brought up another in store order where my order was that was placed well over an hour ago and he asked what my name was so I told him my name and how I had already given it to the other kid 4 times in the past 40 minutes I’ve been waiting and he replied that they are they are backed up and then proceeded to call someone’s name who walked into the store no more than 5 minutes prior to me approaching him. I went off and started yelling that pickup orders that are placed online have priority over in store orders, not the other way around and that this was complete BS but he could care less and just walked away with a cocky grin on his face and the other kid that I had been dealing with up until this point laughed. I tried cancelling my order on DoorDash several times during this ordeal but I couldn’t because it said my order was ready and my card had already been charged. Another 10 more minutes would pass before I finally got my order. It is absolutely ridiculous to have to wait 1 hour and 5 minutes to receive a pickup order I placed ahead of time for 6 freaking cookies and the treatment I received from the 2 staff members I dealt with was beyond appalling and infuriating. Save yourself a headache and go to the one...

I suppose my opinion differs from the majority, but I feel that if I’m paying close to $4 for a cookie, it better be darn near the best cookie I’ve EVER had (you know, like they claim on their box?). And I just can’t say that about these cookies. Were they good? Sure, they were kind of good. But to me they had kind of a fake taste to them, and at no point did I have a lightbulb moment, and say, “Oh. My. Goodness. That was really good.” It never came. Their chocolate chip cookie is mediocre, I just tasted sugar, didn’t get a good taste of the actual chocolate, I suppose because they are milk chocolate chips. I prefer dark chocolate, the darker the better. It gives that good contrast between sweet and bitter. If you don’t like dark/bittersweet chocolate, you really need to broaden your palette, because you’re missing out. Their blue monster cookie?! Tell me, what the heck are they thinking? It’s an awful cookie. I absolutely dislike buttercream frosting. Make it cream cheese frosting. You guys are skimping and cutting corners! The cornbread cookie?! Also, not good. Don’t call it that because it doesn’t taste like cornbread. Call it a “sugar cookie in cornbread’s clothing” or something. Sure, I could see tiny little bits of cornbread, but there was not nearly enough in there for me to say “Oh yeah, this tastes just like cornbread, but sweeter!” Nope. Just not good. Also, their actual store smelled weird, not at all what I would expect a cookie store to smell like! Yeah, just weird. Just makes me think this store was created not by someone who is a cookie lover and had a collection of awesome cookie recipes they wanted to share with the world, but it was created by entrepreneurs looking to make tons of money by making a “cutesy” little storefront and “cutesy” little store name and make these “fun” looking huge cookies that aren’t actually made of the finest ingredients, and people come in flocks and troves because they think they’re getting the real deal. You guys are brainwashed! Do yourself a favor and get a cookie from Texas Cookie Shop. They’re the real...

The Crumbl Cookie App is misleading. Watching the long lines inside I decided to download the app and place my order from inside my car. I waited outside one hour for any update on the app which finally stated, "Sit tight. We will let you know when your order is ready..." the entire time. I placed my order in the parking lot at 2:45 and said to "check in" at 3:10pm. I waited for 3:10, and click, "I am here" and never received any further update.

I now think I would have sat outside indefinitely until the delivery truck arrived with more ingredients. I was so tempted, after the long wait, to just leave without anything and try to attempt a refund later. Very frustrating.

Then after more than appropriately long wait and watching several others walking inside, placing their orders, and walking out, I finally had to walk inside, it then took an additional 30 minutes inside to even be recognized by any of the workers. Never a greeting or we will be right with you - Nothing.

Meanwhile, my app continued to say, "Sit tight..." inside.

After standing in the front pickup counter and being passed up by several other orders, I had to address a worker directly just so I could be noticed. It turns out they were out of one item item I had ordered, so the app was NEVER updated because order fulfillment.

This was a terrible first visit with horrible wait times and lack of customer service on my first visit. Hopefully it will impeove...