Crumbl — Restaurant in Waterford Township

I am fairly disappointed with my first experience visiting Crumbl Cookie. My son and I visited on 6-10-23 at around 2:30 pm. When we entered, the store was clean and smelled amazing. We had the option to order on a kiosk or at the register. There was a woman and another group of 2 in line in front of us and nobody behind us. We placed our order on the kiosk right after the single woman in front of us placed her order at the register. The store began to fill up rapidly, we thought, "we arrived just in time to beat the rush!" Unfortunately, the rush beat us. We didn't receive our order for 4 cookies, and 7 other customers were in and out with their order. I asked someone who was serving customers their orders if there was a mistake with our order, and she stated that someone else had claimed our cookies accidentally. She retrieved the box from the back that the other customer had originally claimed. NOT a fresh box of cookies. We had been waiting 10 minutes. Our cookies were originally a mix of CHILLED and HOT. I asked for a fresh box of cookies because I realized that the woman in front of us DID send a box of her cookies back. (I thought they messed up her order as they gave her a new box. She had a large order with multiple boxes of cookies) I remembered seeing her touch the cookies she sent back and even mentioned to my son "I wonder what they do with them when they take them back. Probably have to toss them" After receiving our "new box" of cookies and heading home to try them, we noticed that we were missing the cinnamon butter that was supposed to be on the Cinnamon Frybread cookie, there was just some sort of melty liquid on top and the cookies were all the same temperature. Hardly warm or cold. Ultimately, the cookies were okay, but the experience and customer service were extremely disappointing. At no point in time did any staff member attempt to let us know someone claimed our cookies by mistake. Nobody even asked if why we were still waiting, and I'm not 100% sure that the cookies we received were ACTUALLY fresh and not the ones the woman had accidentally claimed...

Edit: I did contact them at that link, actually emailed the store directly and never heard back. You clearly don’t value your customers enough to look into this further for me or try to make it right with a sincere apology.

I’m extremely disappointed with my experience today. The staff seemed to lack proper customer service skills and were unfortunately quite rude. It wasn’t my fault that the store was unprepared for the busy evening.

I waited in the designated pickup area for 20 minutes after checking in on the app and simply asked about the status of my order. Instead of being met with courtesy, I was snapped at with “we’re busy! It’s coming out!” When I asked again, I was brushed off with repetitive, unhelpful responses like “it’s coming out.” At no point did anyone ask for my order details or name. Meanwhile, several customers came in after me, placed their orders, and left, while I was left waiting despite placing my order over an hour prior. Eventually, a more attentive staff member asked for my name—and surprise, my order had been sitting there the entire time! The cookies, which were supposed to be warm, were cold by the time I received them because no one bothered to assist me sooner or check on my order status.

This was a highly frustrating experience. I believe the store could benefit from a stronger management presence and a staff trained in providing customer service with respect and a positive attitude. These 2 girls seemed miserable to be at work and had off-putting looks on their face the entire time they interacted with customers. Will never go back. Worth the trip to...

Placed and paid for my online order at 8:30 am for pickup later in the day. When I went to pickup my order, one of the cookies I had ordered and paid for was out of stock!!! They don’t set aside the cookies you order and pay for online, so any walk-in customer has first choice of their inventory. What?? I think this is WRONG, and poor customer service, especially since I already PAID for my online selections. I thought my selections would be ‘reserved’ for filling my online order since they were already paid for, but they are not. IF I do business with this location again, I will be a walk-in customer; what is the benefit of ordering online if you aren’t guaranteed your selections will...