Crumbl — Restaurant in Southlake

This review is not a critique of Crumbl cookies, but really a comment on their customer service and systems. When I arrived at the store at 6 pm yesterday (Saturday) to pick out some cookies as a Sunday gift (store is closed on Sunday), I had to find out from 20 other customers who were all standing in line that the store was too busy. The store was not taking any in person orders - you had to download the app and order on-line. I wanted the cookies, so I took the other customer's advice and ordered the cookies using the app. The app assigned me a time to come back to get my order at 7:15 pm. Okay, so I drive home. I return to the store at my assigned time to get the cookies and hit the "I'm here" button on the app. The app alerts me that I am #40 in line to receive my cookies. I was surprised that despite ordering online and being assigned a time to pick them up that I still needed to wait again once I arrived just to get my order. Frustrated, but having already paid for the cookies and still wanting them, I decided to drive somewhere else and run some errands. I return to the store 40 minutes later just to check the app and see that I am now #27 in line. I guess I'm a "Ken", so I call the store to complain and cancel my order. The employee is polite and states that this is their process and they have had Door Dash drivers that have waited over 2 hours for their deliveries. He promptly cancelled my order. Crumbl must make great cookies. People won't even line up for 2 hours to get a life-saving medical treatment - so their cookies must be even better than that. I do think that as a new business, Crumbl must improve their app and methods. I realize that I probably chose the busiest day and time to try and get cookies, but you cannot run your business this way. The app needs to alert customers of a realistic time to receive their orders. There are other larger and more established brands in the take-out or quick-serve industry whose apps will alert customers regarding delays and realistic anticipated pickup times. Hopefully, Crumbl respects their potential customer's time. If Crumbl continues to run their stores this way, the problem will solve itself. Customers will become frustrated and there will be no wait times as no cookie is...

ABSOLUTELY HORRIBLE and worst experience ever. this location almost always has only ONE cookie in stock. very disappointing, i did a delivery order and they gave me my box of four with a cookie that i didn’t even order at all, one i actually did not like, and i had ordered when the ones i wanted finally came back into stock (took hours). they didn’t even contact me or ask if this change was okay when i had not even ordered the cookie they gave me, when the others were suppose to be in stock. i guess they ran out right before my order was placed or i don’t know? but i wasted $30 on those and for the past few weeks i have checked this location to do curbside and i end up having to refresh tons and tons of times for hours because like i stated before, they are Seriously ALWAYS out of stock of every single cookie and it seems like it takes them four plus hours to bake more, if they even do at that. It definitely seems like they just do not prepare for the week ahead and do not anticipate how many cookies they will sell and workers do not care and do not want to restock and bake more cookies. i have been to three other crumbls and those locations are in stock constantly all day long, they always prepare properly and staff is fast, efficient, friendly, and helpful, so i do not understand why southlake cannot do literally any of this things as well.... so unorganized, and disappointing. please save yourself the time and DO NOT GO TO...

They get 2 stars only because the cookies are fairly decent. I received a quiet greeting when I walked in with my two kids but no interaction whatsoever beyond that. It was our first time in and I’m a pretty logical person so I figured out easily how to order.

We decided to order 1 of each of the 6 flavors available. When our order was ready we took our box and walked out. I know now I should have checked it but we were rushing off to an appointment and simply did not have time. When we got on the road, my children opened the box and discovered they had doubled one of our flavors and left out the ONE cookie I had chosen for myself. I double checked my receipt to see if I had made the error but I had not. I called the store and told the woman that answered what had happened. When she didn’t offer a reply of any kind, I asked if they would have the flavor all week. She responded that yes they would. I mentioned that I guess I would try to make it in this week if I have time, but the fact is we do not live in the area and I will likely not make it back.

I was not offered so much as an apology for the mistake. And really that’s all I was looking for as I was not able to turn around and get a replacement anyway. Can’t say I will be back - at least not to this location - even if I did have the time. The quality of your product doesn’t really matter if you don’t provide polite...