Crumbl — Restaurant in Scottsdale

I have worked in the food industry for many years and with the general public in this capacity, so normally I am extremely understanding of those that work in these positions, since I myself too, in a sense, have the same job. I know the level of patience that these positions require in order to deal with people, but I have honestly never been treated soooooooo disrespectfully by a business before in my life. And it is incredibly disappointing for me because I just LOVVVVE your cookies! And I have been a loyal customer since the day your company opened in both Arizona and where I live in Michigan.

However, on 12/24, I had the worst customer service I have ever experienced and I am deeply offended. I’ve never been treated so rudely by any establishment. EVER. I had ordered my cookies online (for a friends birthday-I was planning on dropping them to her house immediately after I picked them up from your store) and I even paid for them online to expedite the store pick up once I arrived.

As I was driving to the cookie crumbl store, my gps changed and said I would be arriving there at 2:03, instead of 1:58. There was traffic. The store closed at 2:00. I knew I’d be cutting it close, so I called the store right away to see if I might be able to still pick up my cookies just a few minutes after closing. I asked if they wouldn’t mind just handing them to me (since they were paid for and I didn’t need them to check me out at the register or anything, or if they could just leave them outside the door of the store, since I was already only 5 min away).

The employee said no they couldn’t do this. I asked to speak to a manager, since again I was already on my way and was only 5 min from the location. But the manager also said they could not wait the extra 3 minutes because she “had employees with families that they needed to get home to for Christmas Eve.” They said they would refund my purchase. I asked if they would still be at the store cleaning, and since I already paid they wouldn’t need a register or anything. They said no they were leaving right at 2:00.

So, I arrived at the store at 2:03 to find 2 girls inside the store (employees) taking picture selfies inside the front of the store in Christmas costumes. I thought, ok, surely they can just hand me the cookies that I already paid for and ordered since I literally just talked to them on the phone a few minutes prior, and they were still at the store and hadn’t left yet.

I knocked on the glass (they were standing directly in front of me behind the glass) and then they walked directly by me towards the back of the store without acknowledging me, but they of course saw me and were ignoring me. It was extremely, extremely rude. I then knocked once more to try to get their attention, and right before they both turned the corner to enter the back of the store where I could no longer see them, one of the girls turned around, looked at me, shrugged her shoulders (basically saying in body language that she “didn’t care, sorry”), and then they both continued to walk around the corner to the back of the store where I no longer could see them. I of course was not given my cookies.

I have never been so poorly treated by an establishment. I am deeply offended by their behavior. I do very much realize that it was Christmas Eve, and I especially understand not wanting to stay after hours at work on the biggest and most family oriented holiday of the year, but it was 3 minutes past closing, not 3 hours. And the part that offends me the most is that I was told that the employees had families they needed to get home to, which I’m sure they absolutely did. But to say all of that to a customer, who has already paid for a product, and then for the customer to now be standing at your place of business, and see that the employees are still at the store, taking pictures with costumes on, NOT at home with their families like they said they needed to be, but also UNWILLING to simply and easily hand me the cookies I ordered, is terribly disrespectful to myself,...

This review is not about the quality of the cookies or the customer service a customer will experience. Instead, this review is about the working conditions my mother had to endure while working at Crumbl, the Scottsdale location, for a short period of time. My mother applied for a position before their grand opening, got interviewed, and was hired by Beth, a manager at this location. Having been a stay at home mom for many years, she was very excited for this opportunity to join the workforce again. A quick background on my mom, she is 55, English is not her first language, and she wasn’t born in the US. Unfortunately, this information is relevant to this review. Within the first few weeks of working there, she came home one day and asked me if it was normal for employers to ask employees about their background. When I asked for more specifics, she stated that Melissa, the franchise owner, asked her how many years she has been in this country and if she was a citizen. Before being hired she had to pass a background check, which included proof that she can work in the US. I found this question coming from the franchise owner to be extremely inappropriate and informed my mom that she did not have to answer these questions. For anyone reading this who might be questioning my mother’s status, she legally came to the US over 30 years ago and has been a citizen for about 15. I should mention that this specific location is not diverse with their hiring, as the majority of employees are of Caucasian backgrounds. On another occasion, Melissa questioned my mother about her family and their legal status and if they were also in the US. Not only is this completely inappropriate to ask your employees, but it is targeting someone based on their ethnicity. Along with being one of the only non-Caucasian employees, she was also one of the oldest as the majority of their employees are under 30. My mother was never given the opportunity to learn the POS system or decorating them right before they are given to customers. Instead, she was only allowed in the back making the cookie dough or cleaning. The one time she was offered a chance to work in the front, Melissa whispered to the manager on duty and was immediately removed and sent to the back to clean instead. This brings me to the reason for this review, my mother was fired today by Melissa over the phone, for “not catching on”. My mom had just come back from her shift in which she had seen Melissa in person and she never mentioned anything about any work performance issues. My mother never received any warnings, any write ups, and was not told if she was doing something ‘wrong’. Melissa did not respect her enough to talk to her in person or even fire her in person. This seems very unprofessional for an owner of a franchise to do and not let an employee know their areas of improvement before firing them over the phone. Instead, my mom was told to drop off her uniform because she is no longer employed. I am appalled that someone would treat their employee this way and purposely single them out for being different. Melissa, it is blatantly clear that you singled my mother out from the beginning due to her coming from a different background and had planned to let her go by the way you treated her all along. You might have thought that because of her background and age that she wouldn’t be able to voice this unjust termination, but I sure can. This is unacceptable and I hope people see you for the person you are, an unfair and...

I came into your store in Scottsdale Az at 230pm on Friday the 25th and I frankly got terrible service. What happened was I came in and the app wasn’t working because of the service in the area so I just decide to order in store, when I got in, a lot of the girls seemed to be very busy and one of them clearly was annoyed that I didn’t preorder before. As I got to the counter to get my four box, I asked the cashier if the banana cookie was any good, she seemed a little frazzled but before she got a word in, the girl who was upset about us coming in without a preordered item who was packaging the order said snappily “we don’t have that one” The girl cashier visabily got uncomfortable and said said sorry. So I decide to just get the pink velvet instead and call it good The girl packaging, now more agitated, put the box read and basically kinda threw whatever cookie in the box. She came up, asked if it was okay and then closed the box. I called Saturday to just tell someone about it because I needed to just tell someone what happened the the shift leader on hand was very lovely and said she can give me a refund as I explained what happened and she said she’ll message a manager to let them know that I should get a refund because of what happened. The shift manager also kept telling me that they get these calls alot and definitely wants to get to the bottom of it herself as she just doesn’t understand how it keeps happening. I called yesterday about it as I hadn’t received the refund and the manager on hand told me that’s out of the question and made me feel like I was a liar with saying that she’ll pull the cameras and see what happened as she wants to double check to see and if so she can train her staff better, if I still feel like pursing the matter I should know that she was there that day as well as the owner and she couldn’t imagine it happening(mind you the shift manager on Saturday told me that wasn’t the case) She gave me the owners email and then quickly hanged up after I apologized for inconvenience her too So, I usually never ever call or complain. I typically always try and strive to give anyone benefit of the doubt but I’ll frankly say this I’ve never felt uncomfortable or unwanted in a store before I however did reach out to the chat support and they told me they’ll open a report which unfortunately is a owned by a private owner so not much they can do but a huge apology and boulders which was great! Yet I’ve never felt like I was an inconvenience who needed to be taken out quickly. Which is strange for me as a I work in customer service and I’d never want to be treated the way I was treated by your store I know yall will be fine without my business but frankly I will never be using your service again. Very disappointed...