Crumbl — Restaurant in Stuart

I placed an order for one single cookie from Crumbl at 8:45 PM, and it didn’t arrive until 10:45 PM—two hours later. The original delivery time was supposed to be 9:45 PM, but when I called to check on it, they told me my order hadn’t even been confirmed yet.

I asked if I could cancel my order, but the store told me they could not refund or cancel it because a DoorDash driver had been assigned—even though I had placed my order directly through the Crumbl app. They told me to contact DoorDash, which I did. However, when I called DoorDash, they said the refund and cancellation had to come from Crumbl. I was basically sent back and forth with no solution.

As someone who also works in customer service at a place that uses DoorDash, I know how this process should work, and this was extremely frustrating. By the time the cookie finally arrived, I didn’t even want it anymore. I had already wasted $20 for something that came way later than expected and still haven’t received a refund.

This was a disappointing experience, and I hope Crumbl can improve both their delivery process and customer service communication...

To start off I walked in at 7:15, the place was neat and clean. I ordered 12 minis and did not receive my order until about 7:40, watching everyone who came in after me receive there cookies before me really sucked as I had kids and my wife waiting in the car. I would give a 1 star but I understand they had to bake 4 of my cookies due to running out. However none of them had any conflict resolution skills in terms of how long I waited, and they all knew I was there waiting. I recommend coaching your staff on how to deal with long ticket times, how to be honest in a wait time as they told me it would only be 10 minutes, and maybe offer something to WOW someone for a long wait. I was so annoyed for how long I waited for 12 cookies with no staff batting an eye at me that I really doubt I'll go back. I hope this...

Went here with my daughter yesterday and not only were the children working here dismissive and didn’t even come over after we had been there for several minutes, they were busy chatting and then when I asked for a fork or utensil to cut and eat the cake my daughter and I were sharing she said they no longer provide them because they are not a sit down restaurant. She then told me she’s just a kid and gets minimum wage when it was not personal I was just expressing how terrible of a policy this. No plastic fork upon request? You can keep your overpriced cookies...