Crumbl — Restaurant in Texas

Don’t go to the Richmond Crumbl store in Aliana.

I’ve been a fan of Crumbl for years now, and love their cookies. Naturally, I was excited when I learned that they had a location here in Richmond. But please please don’t go to this location.

Every single time, and I mean every time out of the 5 times or so that I’ve come to this store the wait has been 30 minutes plus. Even when I order on the app, wait at home for 15 minutes, and then check in at the store I still wait 30 minutes. And it’s not just me, but like 15 other people crammed in the seatless waiting area all waiting just as long for their cookies.

You might think: “oh that’s just a sign of their success, they just have so many orders”. No. This is a sign of the stores terrible workflow. We got 15 plus customers waiting for cookies and I see like 4 people in the back balling cookie dough up, 2 people making icing, and one person icing cookies. Nobody taking orders, nobody interacting with customers, nobody checking on those customers that have been waiting patiently, and nobody else helping to ice and box up cookies.

They have the biggest bottle neck in the world, especially when they have just 1 person icing and boxing cookies, and they of course have to ice them like they got only one customer waiting. Everybody working there is just walking around the kitchen slowly as if it’s a slow day. Meanwhile you got more customers than you do workers standing around in this hot kitchen like bro whoever owns this place has gotta know this happens.

Once I ordered 2 chocolate chip cookies. Literally no icing needed. The cookies were sitting in the warmer the whole time I was there for 30 minutes and nobody asked me what my order was. There’s no system in place to get quick orders out the door fast, they just take them as they come, so I’m sitting there looking at my cookies watching the one person handling orders take 2 minutes to put an icing swirl on a darn shortbread cookie while the rest of the staff is just balling up dough looking like ain’t ever made cookies for before.

Another time my wife found a hair in her cookie. We thought no big deal let’s call them up and let them know. So we called and they said they couldn’t help me because a manager wasn’t there. So then what I’m just stuck with a hairy cookie cause they got no leader? Buncha lost sheep working this joint let me tell you.

Take your orders to Cinco Ranch please. Do not come to this store. Better yet look up copy cat Crumbl recipes online and make them yourself. Make a date out of it and I promise you’ll get your cookies faster and fresher that way than you would ordering from...

HORRIBLE service. We called ahead to make sure they had the flavors we wanted and they said they did. We immediately placed our order and then drove to the store (8 minute drive). When we got there, we stood at the pick up counter for 10 minutes before anyone even checked to see what order we were picking up. The WHOLE TIME the workers were talking to a large group of young kids (15-17ish?) One WENT BEHIND THE COUNTER to take a picture of something?!?!?! So many violations!!! When someone finally checked on us and we told them our order name for pickup, they then informed us they were out of two flavors. We asked for a smaller box (since all our flavors weren’t in stock) and to be refunded the difference from the 6 to 4 box. Several minutes later, a shift manager (I’m assuming) gave us the refund and then told the workers to get us the box of four. The girl who was working with us literally disappeared after that. We stood there waiting for another 15 minutes just waiting for our box!! The entire time they served other people and completely ignored us. One guy did come ask what order we were waiting for, when we tried to explain the situation he left in the middle of the first sentence?!?!?! He just went back to their cookie making station but not to work on ours??? Finally I had to ask about our order when she came to deliver yet another persons order to the counter.

We understand flavors get sold out, but it was ridiculous that they didn’t even mention they were low on stock when we called (even though we got there less than 10 minutes later).

It was also extremely rude to be waiting when the workers were all talking with their friends.

We wasted 30 minutes of our time just being completely ignored. No apologies, no smiles, nothing.

We should have recognized the red flag of a few workers leaving the building as we were coming in. It was weird. The group of kids/workers were saying “you can tell they want to quit” etc.

Just extremely rude and...

Giving 2 stars only because previous experiences have been good. Visit today was just AWFUL. We walked in and there were a bunch of people waiting. Not in line. Waiting. We order and we start to wait. 15 minutes go by and people are starting to get visibly upset and start asking about their orders. I watched them go back to the order tracker.. and swipe and swipe and… swipe until they found their order. Of course the response was “there are a few people ahead of you right now”. I’m not kidding when I say that probably atleast 10 people were sitting there asking where their order was. As people around us are getting more and more angry waiting, we finally witness some employees arguing behind the counter about making an announcement that we can either wait 30-45 minutes for our cookies or get a refund. The announcement was never made. There were two people boxing the cookies and when I say there was absolutely NO sense of urgency, despite the orders racking up. Then one of them decides to count the register despite probably 30 orders in queue? I don’t get it. Finally talked my boyfriend into asking for a refund and leaving after they announced they no longer had the topping for one of the cookies. It was an all over hectic mess tonight and the customers got the brunt of it. I understand running out of ingredients and just running behind. But they could have been upfront with customers and said “hey, I just wanna let you know, we are running about a 30 minute wait right now. Would you still like to order?” Or just simply stop taking orders to get caught up. It’s that simple. I love Crumbl but I don’t think I’ll be back to this location until they get better organized.

Update: the fact that the owner is sitting there and only responding to 5 star reviews that were made after mine is telling me everything I need to know. I won’t be coming back to...