Crumbl — Restaurant in Texas

Zero Stars October 08, 2024 2:00pm - 4:30pm I had an absolutely terrible experience with Crumbl Cookies. I ordered cookies for my friend's birthday, ensuring everything was perfect—I even paid extra for special wrapping and left a generous tip. What I received was a complete disaster. Not a single one of the cookies I ordered was delivered. Instead, I got a random assortment of cookies I didn't ask for, and the presentation was appalling. The box was literally thrown at my friend's door, unwrapped and unsecured, with cookies scattered all over the place. It looked completely unsanitary, and the note for the birthday was missing.

This level of negligence from the store is unacceptable. It’s clear that they don’t take any care or control over their items. When I called the store for answers, hoping for at least an apology or some accountability, I was met with dismissiveness and excuses. They wouldn’t own up to their mistakes, and it felt like they couldn’t care less about the situation. Eventually, they offered a refund, but only after a long wait of 5-6 business days, which doesn’t make up for the ruined celebration.

Honestly, I don’t know what could have driven them to treat a customer like this. It made me feel like I wasn’t valued at all. Was it because of my last name? Did they think I wasn’t worth proper service? I don't know, but this felt mean-spirited and outright malicious. I sincerely hope corporate looks into this matter because no one deserves to be treated like this. I've also filed a complaint with the BBB to make sure this kind of behavior doesn’t go unnoticed.

Update: Some of the cookies in this box weren't even completely done cooking. If you look closely at the dark brown cookie- it's just mush. Wouldn't feed this to my dog. They definitely were vindictive with this order. Do not eat here.

I would not recommend this location to anyone, especially...

This is an email I sent directly to the company the same day of the visit-no response yet. I am writing because I tried the milk chocolate cookie and it had a very bland taste. It seemed as though the cookie was missing salt. The dough lacked any flavor. I was at this location on 7/23/22 at about 3pm. I arrived to your small establishment where customers were blocking the doors so you could not determine where ordering originated verses pick up. There were no employees offering customers any assistance in this congested space. So you had to wait in the crowded space or go back to your car to estimate when the order would be ready for pick up. There has to be a better system perhaps an estimated time or board highlighting orders that are ready. Every flavor of ice cream was gone except peanut brittle. This was my first order but not my first visit. On two prior visits you were out of raspberry ice cream, which I believe were out of stock before 1pm. It could actually have been earlier. Please improve your product quality, operations, and service. I would also suggest you have one employee available up front to help first time customers and answer questions about orders since it is so chaotic. It seemed to me the primary objective was to not have any customer interaction and I think the operations has succeeded in that area. Just not the customer experience I expected for a pricey cookie business. Thanks in advance.

Sadly...

Decided to order curbside since this location is 30 minutes away and I often arrive when most cookies are sold out. I waited about 8 minutes from the time I checked in on the app. Employee brought me my cookies, she didn't say a word, I thanked her anyway. The box was sealed. Luckily I checked my order before pulling off because it was wrong. So I still had to get out the car with my baby and go inside. They removed the incorrect cookie, didn't offer to let me have it. Hopefully they discarded it. I would hate to receive a cookie that another customer could have possibly touched. Anyways they replaced it after I waited just a few minutes no apology or acknowledgement but it's cool I will likely avoid this location not the first time Iv had bad customer service here. I just assume the staff is super busy so maybe not in a friendly mood which isn't a deal breaker for me I understand they get a lot of traffic and can't greet every guest. I'm a loyal customer so I was a bit disappointed , maybe this is my sign to lay off such big back activity for a while. Update: Crumbl customer service advised me to email them so they can rectify the situation. They rectified by apologizing by email lol such a waste of my time to even reach...