Crumbl — Restaurant in Santa Rosa

Five stars all the way for the cookies! I love everyone that I've eaten, but yesterday the customer service was lacking. When I went in to buy my 4 pack an employee did something that I didn't care for to much and the reaction was uncalled for as well, BUT this is the first time I've had a bad interaction with an employee and I'm at Crumbl atleast once a week.

The cashier yesterday was busy and had a line. They sped through it fast and efficiently, touching the screen to do so and there was a cash order that they had to double count and was doing their due diligence, but when the line was gone and my order was taken they turned around to help the employee putting my cookies into the box, as one normally would, but they didn't take the time to change their gloves and proceeded to rearrange the cookies in the box. I didn't say anything right away because I didn't want to be that guy, but knowing that I wouldn't eat the three cookies in the area they had touched, and spending four dollars a cookie I ended up going back in and asking for four new cookies asking for them to please change their gloves first.

The employee then told me she didn't touch them and it was just the box, so I of course said, "I saw you helping (which there's no issue with she was doing her job) and you rearranged some cookies, so would you please get me four new cookies and change your gloves first" this is where I dont appreciate what happened.

The employee rolled their eyes gave an audible sigh and went to get me the cookies. They changed their gloves then brought me the new cookies, didn't ask if they looked okay (as they normally would) I said to them, "they look great" and then told them, "thank you I do really appreciate that" they then closed the lid and forcefully slid the cookies at me, and again said nothing. I said again, "really though I do appreciate it and thank you" I then got another audible sigh, an eye roll and no words were said.

I really don't appreciate that at all, so at this point I'm not sure if I'll end up going into the store when that employee specifically is working. The attitude was uncalled for and I didn't appreciate the fact that they had done wrong with not following proper food safety protocols, but I was the one that left feeling vilified.

Now I hadnt seen this employee before and maybe they were new and were just having a bad day, so some proper register training might be helpful here and would go a long way to making customers such as myself feel better about food safety certification and...

Came in on opening day for this location, so that may have affected my experience.

I got a coupon for a free cookie while shopping before their opening date, and happened to come in on opening day. The organization for the line and ordering was poor. Not awful, just poor, and the combination of both opening day rush and a lack of practice might account for that.

I ordered two cookies to start with; a Lemon Glazed and a Mom's Recipe. The cookies are $4 each, and come in cute little boxes, with discounts if you buy a box of 6 or some higher amounts. The cookies were ready fairly quickly if they were something that was made to order, but notably slow for cookies that had already been made and were just waiting to be purchased, which they were. It was odd that my ordering process involved four people (a cashier, a messenger, a packer, and a deliverer) instead of just one or even two people.

The cookies were... mediocre. They weren't actively bad, certainly not spit-out awful. Just overwhelmingly meh. The lemon glaze tasted less of lemon or glaze and more of somewhat closer to homeopathic lemon, the barest noticeable hint. It was mostly just texture rather than flavor. The mom's recipe was overwhelmed by the taste of peanut butter in every bite. I thought I would head back for a chocolate chip cookie, thinking that maybe it was just me. The staff were surprised to see me back, and when I said I hadn't really enjoyed either of the first two cookie they suggested that maybe I had been eating them wrong. ...ok...

The chocolate chip cookie was... actually pretty good. It was tasty, with a good balance of flavors, and was both crisp on the surface and gooey inside. I would definitely eat more of that cookie... if it cost a dollar, or even two. At 4 dollars, I think I'll just buy a dozen cookies from Safeway next time and be about 90% as satisfied twelve times in a...

I'm doing this review based on a string of events that have happened in the past month at this specific location, using the curbside pickup option. I want to preface that I followed all instructions correctly when placing the curbside pickup orders, not hitting the arrival button until parked directly out front, listing the correct car and car color, ect.

The first order was on may 22nd, 2021 when we ordered a box of four, pulled into a parking spot and waited - we waited 10 minutes in the car with no one coming out to us, so I decided to get out and stand (maybe we will get better service this way) it took an additional 5 more minutes for someone to finally notice us and deliver our cookies. Upon arrival they were all cold.

The second order was on may 29th, 2021 when we ordered another box of four, pulled into a parking spot and waited - waited around 15 minutes in my car then after getting frustrated again, I stood outside for some service. It took an additional 10 MORE minutes to be recognized by someone, and after receiving our box of cookies, they were once again, cold.

The final order was on June 5th, 2021 when we ordered a single cookie for curbside pickup, again pulling into a parking spot and waiting. You can see a trend here - after not having a single employee look in the direction of my vehicle, I had to once again get out of my car and wait till an employee recognized I was standing there for MORE than 10 minutes without being helped. After finally getting our order, the cookie was, you guessed it, cold.

I want to support this franchise but this is making it extremely difficult - with a level of understanding and forgiveness I can get one or two times having bad service, but three times in a row is abysmal. I don't know if I will ever be back to this location for...