Crumbl — Restaurant in Tacoma

Terrible experience. We walked in, nobody was around so we placed our order on the little machine. There was one girl working who did finally come out but never acknowledged us… no hello, no asking if we need any help, etc.

We get our order & she said she only has 2 cookies. She told us our Dubai brownie would be an hour wait. I asked my little sister if she wanted something else instead & she said no, that’s the only thing she wanted. So I asked if we could just get our money back. She declined & said she can’t give refunds. It’s not allowed.

The only resolutions we were offered was: Lose our nearly $8 & leave Get something else (for lesser value bc the cookies are $5 so even then you’re just profiting my extra $2-$3… yeah it’s just a few dollars but it’s about the principle. The corporate greed is insane.) Wait around for 1 hour

This is unacceptable. Asking someone to wait one hour for a cookie or brownie is completely unreasonable. I requested manager’s name who is Paige & we decided to leave & escalate. Before getting to the door I realized I didn’t have a receipt. So I went back & there was another guy that I got the attention of & asked if I can get a receipt somehow bc we didn’t get what we ordered.

He asked what we ordered & I told him the Dubai brownie. He said hold on & brought me a brownie a minute later. I asked if it needed baked or anything (bc the girl told me an hour wait so I was confused.) He said the only reason it was an hour was bc the chocolate needs to harden. I can let it harden on my kitchen counter, there’s no reason for me to have to wait with 2 young kids & 3 adults esp when we don’t live near by. Again, unreasonable.

Had there been even an ounce of customer service during our visit/order, they would have been able to say hey the brownie is an hour wait & we would have declined & never ordered it in the first place! I should have been offered a refund though regardless in the first interaction. That is theft. My order was not fulfilled. (Until the second guy provided after I went back for a recipe.) Idk how Crumbl thinks that’s good customer service, but we will never return.

On top of it all, the floor was absolutely disgusting. No sense of cleanliness at all & it looked like the floor hadn’t been swept in days. We were in mid afternoon on Saturday 10/25...

The lobby was disgusting dirt all over the floor and counter. Looks like they haven’t cleaned in a month. Glass filthy. I didn’t look behind the counter but one can only guess… honestly sometimes ignorance is bliss. Self kiosks weren’t on and there were no signs showing what the cookie options were or how to order. Last time I was here you were required to order through a kiosk so the whole order process was confusing. The lady at the register was nice enough and told us what the different cookies were. I had to ask though. She asked what I wanted but there were no signs saying the names of cookies so I had to ask, kind of weird! I tried to pay with a $50 bill and they don’t take fifties, which doesn’t make any sense when six cookies is over $26…overall a bad customer experience and I won’t be back. If I didn’t promise my kids cookies I would have walked right out. I like to divide the cookies into five pieces so we can each have a taste of each cookie. I ate 3 pieces (which is 3/5 a cookie) and feel sick. They tasted good though! Just...

I have made several purchases from Crumbl since their opening day and here are my thoughts: The Good: Rotating flavors. My curiosity tempts me to be a repeat customer. The staff: A greeting every visit and fairly knowledgeable when I have questions. Presentation: What you see in ads, is sometimes not what you get. Not here. The cookies you receive really look like their ad photos.

The Maybe Not So Good Depending On Your Preference/Taste: Cookies are dough-y tasting. Took me several attempts to get a feel for that chocolate chip cookie. It's just okay for me. The sugar cookies have a weird aftertaste. Maybe it's just me? On the fence about these...

The Not Good: During a recent visit, there was a hair on the cookie display and a worker doing the frosting was on her phone....a lot...and didn't change out her gloves. And phones on the production floor?? Ummm, eww. Minus a star.

It's a cute little shop. Staff is nice. If you haven't been, it's...