Crumbl — Restaurant in Wayne

Done in the hopes they'll improve. The product is great, almost hard to believe since the staff are all children. Customer service is some of the worst I've seen. When you populate the staff with kids, I suppose that's the best you can hope for. The lobby is postage stamp size, so there's usually a crowd waiting in their order. Either the health dept or they decided, there's now a sign that limits the number of people to 15. As a dasher, I've told others to decline and incoming orders. They have no separation between customers and expect dashers to sit and wait. Example, a dasher actually got the attention of a staff member (they completely ignore your presence there btw as a dasher) who told him, "there's a line" lolol. Great answer. EVERY other store has one person dedicated to DD, AND a separate rack or area for pickup. Not to mention, the customer has been advised of an ETA, so you short them during the wait. I've never been in and out in less than 15 minutes, which is a joke. As stated, product is good, but when you staff with entitled children who've never been taught ethics, customer service will suffer. Get on the stick, you're experiencing the new business rush right now, but when that wears off, you'll have to rest on your laurels.

UPDATE Ok, so this place has actually gotten worse. Today's debacle had a full lobby and at least 12 people standing outside. I asked where the manager was, he's somewhere in the back lolol. Let me say, as a former manager of 35 years, if he is not on the floor direction and expediting with a crowd like that, it's time for a new manager. As for the owners, one of you has to leave the mansion in Franklin Lakes and get some hands on. I understand it's probably a tax write off, but for God's sake. For dashers, it continues to be a joke. PUT A SMALL RACK AND DEDICATE ONE PERSON TO EXPEDITE THE ORDERS. It'll make life easier for the dasher and the staff. YOU ARE THE ONLY EATERY THAT DOESN'T HANDLE IT AS STATED ABOVE. I appreciate the condescension of telling me to respond to support, however, that is a deaf ear proposition. GET INVOLVED WITH YOUR BUSINESS, when the smoke clears, people will ultimately say, great product, but no way am I going to stand there for 20 minutes in the rain, I'll just go to Nothing...

Attention to Detail Matters!

I heard about Crumbl through a close friend, and we were excited to check it out together, especially since we hadn’t spent time in a while. As avid foodies, we were looking forward to a special experience. We visited the Wayne location on August 24th, around 4 PM on a Saturday. Despite the small parking lot and a line of customers, the wait was fairly reasonable from the outside.

Once inside, the small lobby felt extremely crowded. It would have been helpful to have staff guiding people around, as the crowd was quite overwhelming.

This brings me to the main issue of my review: the customer service.

The cashier was unwelcoming, standing with a blank, miserable stare. We had to realize on our own that she was waiting for us to speak. With a name like “Crumbl,” I expected to be greeted by someone who was happy, smiling, and personable.

Imagine this: The shop’s ambience is cute, lively, and pink, but then you encounter a cashier who gives off a “Beetlejuice” vibe, looking like she hates her job.

Customer service was horrible. Driving 40 minutes and waiting in line, only to be met with such a lackluster attitude, was incredibly disappointing.

To make matters worse, when we finally received our order, it was completely wrong. We only got two out of the ten items we asked for, and we didn’t even bother going back inside to fix it.

We won’t be returning.

Pros: The two cookies we had were delicious. Cons: Poor customer service. The staff needs...

I called the Crumbl location about 35 minutes before they closed to check on their inventory. They mentioned they had what I was looking for and I said great, it was perfect timing and I would make it there with about 10 minutes to spare. There was a long line and due to the traffic created by this business, I was able to get on line just before closing time. The owner was turning people away from the line. I had mentioned to her that I spoke to someone on the phone before leaving my home as it would’ve taken me 20+ minutes to get there. I asked her about the line outside the business as there were about 30 people outside and she said it had been that way most of the evening or longer and the line was not moving quickly. At no point during my phone call, was it mentioned that there was a very long line outside, and that the likelihood of being able to get any of their products would be extremely difficult or unlikely after 9:30 PM. When I mentioned I had called in advance to the owner, she did not seem to care. I have never been to this location, but have been to others with no issues. So I spent an hour driving to and from this location with a result of coming back empty-handed. I feel like if the owner better led and guided their team in communicating updates to customers, that could’ve avoided my issue. She also did not seem to care about what I had to say and was very dismissive. Safe to say, I probably won’t go out of my way...