Crumbl — Restaurant in Santa Fe

A friend and I placed an order online in the morning time around 11 to pick up at 6. When we arrived to pick up we were told online orders were not being honored at that store and would have to be canceled and reordered after standing in line (40 min wait minimum) since the original cookies we ordered were no longer available also would not give a refund at the counter and said we would have to call at another time for a refund. When I called to get our refund we had to wait on hold since we were told how were they sure we didn’t already pick up order and we’re just trying to get our money back. I understand being busy but maybe should not allow online ordering if not able to honor and have better customer service options for people who do order online without being rude to customers who are unaware online orders are not being accepted since it let us place in the first place . Best to just give a refund if order is unable to be fulfilled without having to go through an extra hassle. I have worked in food industry before and know it can be hard but it also shouldn’t be taken out on customers who are not being rude to you and trying to be understanding of...

I placed a delivery order for 5:15-6:00pm around 2:00pm. I was told the order went through and was given tracking information for the delivery car. I kept checking the app after 5:30pm and it kept saying “9 minutes” left. I also could not access the delivery car tracker, I’m not sure if that’s because no one left or it wasn’t working in the app. I waited until 6:30, then checked again and found it saying “Soon” on the delivery time estimate. I called the store, as I had to leave my house and didn’t know whether or not to cancel, and was told by the automated voice that no one was available to take my call. I had to cancel the order. Super...

This location always takes incredibly long, with big lines inside of people just waiting around. This location is also terrible at having flavors in stock, seems everyday there is at least half of the menu unavailable. The staff are always just shaping cookie dough. On top of all of that they’re generally the least friendly Crumbl I’ve been to. Really sad because the whole town was so excited for this location to open but it’s really been a huge let down for the community and loyal Crumbl diners....