Crumbl — Restaurant in Texas

This review is long overdue -

Decided to stop by on a Friday evening with my son after reading the phenomenal reviews on this place - It smelled absolutely heavenly inside, and there were several customers inside.

We ordered the party box via the kiosk option (which was pretty neat), with the following flavors: chocolate chip (8/10, loads of chocolate chips, soft) chilled sugar (didn't get to try these, but my kids say 9/10) snickers (10/10, literally snickers in a cookie form) mint brownie (10/10, tasted like Andes and is even better when warm) [ Cookies are HUGE, soft, and pretty good. We shared cookies with our neighbors, and they were a huge hit. Loved it so much that I wanted to be petty and take credit for something I didn't make LOL ]

As we waited, no one attended to us. It felt odd, as I saw the staff attend to the other parties/customers. No one greeted us, but eh, I thought no big deal. When our order was called, that was it. There was no interaction, no nothing. Left my box on the counter right next to the delicious samples of mint brownies. I didn't know how to react, since one of the biggest highlights from this place is their "amazing customer service."

The cookies are a fun, delicious, occasional treat - and decently priced. Just wish their customer service was a bit better. Maybe they were having their 'off days', but there were multiple employees, and not one said a word to us - and it was just us. Just...

My name is James, but I'm logged in, and I only ordered one chocolate chip cookie under Brandi W., who is my wife. Let me start by saying I walked in today, on 9/5/23, and no one even looked up and acknowledged me. They weren't even busy. All it took was just one person to look up, speak, and ask the name on the order, even to see if my stuff was ready (which it was). Everyone was in their own world while decorating cookies, and my order was already prepared and sitting there. So I had to literally say ''um...excuse me???" to get one of the girls' attention to hand me my cookie, as it was just sitting there. Horrible customer service! It would have taken two seconds to acknowledge and hand off my order. But I had to stand there for about 3 minutes first and give them the benefit of the doubt of just not noticing somebody standing there. Oh, then, to top it off, the girl finally just (slid) my cookie to me with an attitude, as if she was mad about me having to get her attention. As I sit here in front of the building typing this, I've noticed that they aren't greeting ANYONE while they walk In!! These places of business need to quit hiring kids and hire grown-ups with real bills and have stuff to lose. I'll never order from here again. Their cookies are basic, at best, and cost way too much for that type of customer service. I only ordered because I have my six-year-old with me, and she likes cookies. I could have just gone to Subway...

Never again. Just go to the Aliana store. i tried to call, but when I ask for a manager, nobody comes to the phone.

Last week the Lemon/Raspberry cookie had mold on the bottom after one day (What cookies gets mold after a day??? Am old one) which makes me uncomfortable, because was it there the entire time??? And this week the edges are SO HARD & crunchy. We taste the cookies about 10 minutes after getting them from the store, and ended up putting them all in the microwave just to try to soften them because they were so hard.

Also, I told the young lady that brought me my box that the chocolate chip cookie is supposed to have salt on it. She said the salt melted into the cookie. When we got home and tasted it, there was absolutely no salt on the cookie. But I’m definitely not gonna argue with somebody over a cookie. I’d rather just go to a location that actually cares.

I’ve been a pastry chef for over a decade, so I’m capable of making my own cookies. But my daughter likes to do the tik tok reviews, so we go every few weeks. I’ve had so many issues with this store. Every time I go 15 minutes down the road to the Aliana store, there are always flawless. It sucks, because you should have consistent quality. I should have to drive to another city to get...