Crumbl — Restaurant in South Elgin

Every time I order, and pay. While I am waiting for my order, they come tell me that they have sold out. It’s happened in the store AND during deliveries. It’s so frustrating. It’s not once or twice. But every time we have ordered. One time we placed a huge order for delivery they delivered the order -6 of our cookies and instead of giving us a refund they just put in these little cards for us to get a cookie times six on our next order. As if they were doing us a favor. The right thing would have been refunding the ones that you couldn’t send or contacting us and allowing us to pick a different choice and then when I went to go in with those cards to get the cookies we were still owed they told me that I had to purchase cookies in order to use them even though they still owed us money for the cookies. It made absolutely no sense. Then on an order three weeks ago every single cookie that was delivered was atrocious they were not sweet cookies like you would expect they were savory. Not one of us in my family liked any of them . So then we tried to give them another chance the other day I placed an order they had it on the screen they had it when I placed my order and then five minutes later a girl comes out and says you need to pick different cookies we no longer have those and then explain to me that they chose to fill their delivery orders first instead of the orders that were placed in the store. It made absolutely no sense. They gave me an option of sitting there and waiting for a half an hour no option of a refund it was either pick a different cookie or wait. There are times where they have some great cookies and some of the girls excellent customer service but I am unsure what’s going on with filling the orders as well as not just offering a refund when you don’t have the cookie that the customer originally wanted. As well as some of these recipes really need to be reevaluated and possibly pulled off their menus for example the everything bagel one was disgusting. I believe there was like a corn bread one a few weeks ago on edible and there’s been a few weather that are not palatable. The concept of the store is amazing and like I stated they have some really great recipes and good cookies I just believe some need to be taste tested by management and staff and pulled as well as they need to know how many cookies they have left and not sell them if...

Hopefully it is just rough due to recently opening. I am hoping they get their process together and run more efficiently like the Schaumburg location.

Planned to order on Labor day (August 5th) but saw that one of the cookies i wanted (Fruity Pebbles) was sold out. I decided to order online on August 7th. Arrived to pick up my order and it was a less than stellar experience.

We were told they sold out of the Fruity Pebbles cookies (even though we ordered online when they were available).

Employee continued to insist we just take another flavor which they did have in stock. Even though we told them we didn't want to try the other flavors other than the 3 that we ordered, they continued to be persistent and tried to get us to take others. Had to continuously say no and that we would just like a refund.

It was only about 6pm and they close at 10pm they seemed to not be planning to make any more cookies for some reason.

If you have ever been to the Schaumburg location, they are a well oiled machine with many many employees all working hard at their tasks. This location was basically one person at register, one packing orders, and then a bunch of employees standing in the back who all looked like deer in headlights. Not doing anything at all, not making more cookies, not cleaning..... nothing.

Like i said i hope they are just struggling through getting up and running after recently opening and I will try back again in the future but they have a lot...

Waited an hour in line to get inside and find out they were out of 3 of the 6 cookies. They were out of chocolate chip, banana and sugar. Even though it was a grand opening they should of had someone walking up and down the line to let you know when they were out of a flavor. My niece specifically wanted chocolate chip and I was really excited for banana so when we finally got to the door it was a big disappointment. I would recommend having someone if your in a party, keep walking up towards the front to look what they have ready so you don’t keep waiting for something. They had a worker holding the door that didn’t greet you or talk I’m not sure what his purpose was but that person should be greeting guests at the least, communicating things with customers waiting…etc.

There is another cookie shop opening across the street behind jersey mikes called sweetness cookie company that I am very excited to try, it seems more locally owned and operated versus a...