Crumbl — Restaurant in Town of Oyster Bay

I went to Crumbl for my first time yesterday evening after hearing many good things about it. Staff didn’t greet us when we walked in. The lobby/waiting area was a packed with people waiting for cookies or trying to order. My friend’s order came out before mine, and they told her the blueberry cookie was sold out. I also ordered a blueberry cookie so I was expecting staff to tell me the same thing, except in the five minutes I waited, fresh blueberry cookies were finished. I found it particularly rude that they didnt offer my friend the option of waiting five minutes for a cookie versus choosing a different one. I’ve worked in food service for many years and if we ever ran out of something temporarily we would always give the customer the option of waiting a few extrs minutes for what they wanted or getting a substitute. Some staff members showed the cookies to other patrons to make sure they looked good/were right, but others, myself included, were just handed boxes without being shown what was on the inside. On top of that, our boxes were filthy. They were covered in icing. It appeared to me that the staff weren’t changing their gloves. The cookies themselves weren’t bad, but they weren’t anything special. Between the subpar customer service and filthy boxes, I don’t think I would be returning anytime soon. This visit unfortunately did not impress me like I was...

I rarely take my time to write a review but this place deserves all the hate. I was going to be shopping in the area with my family so we thought we'd try Crumbl. Ordered online at 2:30 and were given a pickup time of 3:10. Arrived at the pickup time, but guess what that's not the actual pickup time. There was a line that was about a 2 hour wait to actually pickup the cookies and by the time you get in the store the cookies you ordered aren't guaranteed. So we left as we were busy and weren't going to wait 2 hours. We came back later that night at 8:30 and still had wait about 20 minutes and one of the cookies we ordered was sold out. We wanted a refund for the cookie that was sold out, but they wouldn't give us one and said they had to replace it. Take the replacement and we eat our awful cookies. I couldn't imagine waiting 2 hours for this garbage. Can get 3 donuts at Glenn Wayne bakery for the price of 1 cookie here and the donuts there are soo much better. 1 star for abysmal service, incompetent management, and overall lack of knowledge on how to properly run a business. 1 star for overpriced cookies that are on the same level as subway cookies. If it could be 0 stars it would be. Please take your money and precious time elsewhere you'll...

Let me start out by saying that if all businesses were run like this location, then there would always be incredible experiences. I have been a customer here since right after it opened, and I have had nothing but great service and attitudes from all the employees. This is entirely due to the owner Malay. He is an absolute doll who goes above and beyond for the customer. He works right there alongside all of the employees and is always quick to make sure everything is on point. This is the way businesses should be run. One time early on, I was waiting to order, and I wasn't acknowledged for a couple of minutes, which wasn't a big deal to me, but when Malay noticed this, he came right over and apologized to me. I told him it was ok, and he goes, "Oh no it isn't!" He then proceeded to give me free cookies as a result. Another time he gave me free cookies for my birthday because I had not signed up for the Crumbl rewards in time. This is genuinely one of the sweetest business owners I've ever met. As for the establishment itself, it is kept immaculate. I can't say enough good things about it. So, please go see Malay and his staff and support his business. I'll always continue to. ...