Crumbl — Restaurant in West Springfield

The cookies are “alright” but the way they run the business it’s horrible. This is the second time this month we have placed an order & the app gives us a time for 2-3hrs later. THEY give you a time to pick up. We get the notification “YOUR ORDER IS READY”, and we get there, check in not only do we have to wait another 45 min to get called but when they do so, they tell us they’re OUT OF THE COOKIES we ordered TWO HOURS BEFORE. So apparently your order DOESNT GET FULFILLED when they tell you “YOUR ORDER IS READY”, it’s basically a come to the store, check in and stand in line again. They box it after you check in and are in there asking for it! So in the meantime while we were there waiting on an order that was “conveniently placed online” they ARE SELLING the cookie you ORDERED to walk-ins and by the time they get to you or in my case yesterday I ask about it, cuz waiting another 45min in store was getting out of hand for something I pre ordered and had a pick up time, yet again walk-ins were getting their order before us. We got an “oops sorry, we JUST RAN OUT OF THE Twix COOKIE would you like a replacement?” Not only that, but the replacement I got offered on an ordered that was supposed to be “ready” 45 min prior they had just ran out as well. So she offered me 2 small Snickers cookies in it’s place and to be honest it was a regular cookie with caramel syrup and peanuts thrown on top. Cuz they made it right there where we can see. Nothing special about it. It’s the morning after and it’s still sitting on my counter cuz no one liked it. Those KIDS running the store have no clue. They have the monitor for the orders where you can see your place in line and they still just call names at random. Horrible experience this month. I went from going every wk to 2x a month this month to maybe once or never again....

This store is extremely disappointing. I understand it gets busy, however it doesn’t warrant the type of responses workers here give customers. Every time I come here, a worker has been rude to myself or another customer. I’ve had workers scream at me from the back when I was talking to an employee at the counter. I can’t tell this place is popular, and it gets very busy, but there is a standard to uphold. Hiring anyone who walks off the street and doing little follow up has equated to an extremely rude, disrespectful and mean staff. If they can’t handle the job the accepted it’s time for a replacement. I’d rather drive to Hartford at this point. The energy in this store is absolutely atrocious. The employees are spiteful and mean. It’s just not what I expected from crumbl. The employees at other stores have never been like this. These employees are building a bad imagine for the owner of this location. Please. Rally your troops and have a talk. I have never, and I mean never, seen a place run by such nasty employees. It’s completely uncalled for the way I’ve been spoken to. When I politely ask a question cause the screen wasn’t following what was coming out and I wanted to make sure I hadn’t missed my order making a phone call outside. Terrible service. I truly mean it when I say it’s the worse service I have ever had and is completely unacceptable. I’m honestly not okay with it and I’ll keep routing these complaints, especially to corporate, as this continues. This store is making a bad name for the entire chain. Sorry but I’m not. The people here are the worst I’ve...

Wish I could include a picture. The mini cookies that were in the bag delivered to me were standing right side up. I didn’t think anything of it when I saw the pretty box. But when I opened the box of minis for my mom- the cookies were destroyed. Looked like a disaster! I am not sure why the mini box was not laid flat in the white handle bag. I ordered these from my crumble app. Why would the delivery driver stand them up the wrong way. I am sure the store did this. There would be no reason for the delivery girl to open my bag. Not to mention all of this happened after the fact. Earlier when I received my order I didn’t get the 2 pretty black bottle crumbl waters I ordered. They sent me 2 regular Dasani water bottles. If I wanted a water bottle I would go In my 2nd fridge and get a REGULAR water bottle. When I called to ask where is the black cool crumbl water bottles - an Angela answers the phone and decides to treat me like dirt and tell me basically it’s not her problem it’s a crumbl problem. She was terrible - prob having a bad day. Prob packed my mini cookies wrong in my bag. Maybe short staffed. Anyways - all of the above happened to me. I highly suggest to go to the Manchester Crumbl. Kobe helped me out when I told her my terrible west Springfield experience. What a day! Next time I will skip surprising my mom with her favorite crumbl cookies. We will find a new fav. Or just drive to Manchester. Anything is better than Angela in west Springfield. She needs a bit of people skill...