Crumbl — Restaurant in Washington Township

3 weeks in a row with terrible customer service and a waste of my time. With an 8 month infant, I always get my cookies delivered. Usually at 5:30 every Monday. Last Monday, life got crazy but it was 6:55 when I realized my cookies should’ve already been delivered but they weren’t there. I called the store and the manager told me it was a “glitch” that it never went through.. okay, so what was the solution? To refund my money, tell HR about it, and tell me to have a good night. WOW. She calls me back asking if it was ok to have a clocked-out employee deliver my cookies, I obviously said yes. The cookies were delicious. Fast forward to today, when my SO and I decided to get a 4 pack of ones we loved from Monday’s. I ordered it for delivery at 7:45, I called the store asked for a manager and Aaron answered.. I just asked him if he received my order and it would be delivered, he said yes. Now it’s 8pm, and I Received a text from doordash saying my order was canceled and to contact the store? So I did. Aaron tells me doordash called him 5 minutes before I did to explain a dasher picked up the order and cancelled it (meaning I wasn’t getting my cookies) .. ok, so at this point I wanted a solution not another run around.. Aaron then told me he would put me on hold while he figures out my refund. At this point, your cookies are cool but not worth all the stress and money I go through every week. Total shame....

Pros: Service was quick and polite. The order tablet was simple to use . The cookie I got was decent size, enough for two people. I got the Large semi- sweet chocolate chip cookie. And my son got the brownie thing. The menu has only 6 options for cookies , but I didn't mind that. Simple is better sometimes.

Cons: Doesn't make since having a tip option in check out. Assuming they don't get paid a server's salary, so makes no sense to tip just to hand a box to you . Prices are little high but not too bad , 1 large cookie is $5 and 3 small cookies are $10 . The large cookie is the better buy, but would like an option for maybe 2 small cookies. Tablets are easy for orders, but don't keep clean. So , would recommend cleaning more often. The brownie thing we got was actually hollow. When we put a fork in it , it caved in and was like it was missing the middle lol. Obviously not happy about that. The cookie I ate was .... Ok. Maybe better if warmed up.

All and all , not crazy about the cookies here. I've had better from other bakeries.

I'm Beef and that's where I was.

Update: I was contacted 3 days later via Google review. I was suggested to contact their customer service. I used the chat option and messaged with Alexandra. She was polite and efficient. I really appreciate when companies pay attention to reviews and respond. Because of that I'll give another star for 3 to 4...

I'm giving a five star review because I would like to emphasize that I have nothing but respect for the people working at this place. Giving a particular shout-out to Victoria at this location for keeping a cool head under pressure.

But every Crumbl that I go to seems to have the most stressed out, overworked staff I've ever seen. There's never enough employees working, everyone seems scrambled and like they are doing the work of three people, supplies are always out of stock. The staff manage to keep their heads but I'm really disappointed in the amount of support they seem to receive. It never even seems like there is a manager or someone of leadership working to guide the rest of the team or to handle upset customers. Instead these teenage-and-20-somethings are left to their own devices to figure it out. They deserve better and so do your customers.

While I'm making a point to address Crumbl the company directly, fix your store layout. There is nowhere to stand! This store in particular is one of the worst. Why is the pick up station directly in front of the doors? It forces people more often than not to stand outside. If you're operating in this manner, at least put a display in the window showing which order is available to be picked up. I could understand if this was one of the original stores that opened, but it's...