Crumbl — Restaurant in West St. Paul

While I still love Crumbl cookies, we will no longer be visiting this location. The staff are horrible at communicating any delays and the set up is just not it. Our first incident was Valentine’s Day, so yes, we expected a wait and ordered ahead to minimize that wait. After standing in an overcrowded doorway for over 40 minutes, one of the staff finally informed a complaining customer that they only had one working oven at the moment. That customer had been waiting for her curbside order for over an hour, and the announcement had not been made to anyone else, I was just lucky enough to overhear it so I knew to just cancel my order and leave. Ended up being almost an hour of my time I won’t get back, and with my 8-month old and boyfriend waiting in the vehicle. Fast forward to finally feeling ok with going back to this location and it took almost 10 minutes of my boyfriend trying to place an order for someone to finally come up to tell him the system was down, and when he asked if they would be able to just take his order he was informed he could just download the app to order, so he left instead because he doesn’t have the app, and honestly, I get why Crumbl used the iPad, but have a back up for those that don’t have/want/need the app to still be able to order, and COMMUNICATE WITH YOUR CUSTOMERS FROM THE START IF SOMETHING IS BROKEN!!! We have two other crumbl’s close and will be using those locations instead from now on. Do NOT recommend the West St....

Not a great experience. I placed a cater order on 1/14 online for pick up on 1/15. The system was not sending me the text to confirm my number and order after three tries. I called the store and the nice person on the phone told me the manager was in the bathroom, so I asked if I can leave a message. He kindly took my information and could read it off the phone. The GM on duty never called me back to take my order so today I woke up and went to HyVee and purchased 40 cupcakes on the spot from the bakery, the gourmet ones. Today is Saturday and I still have not received a call back, so I called the store and spoke to a nice young lady, Chana (Spell), she was apologetic, but manager was too busy to talk to me, so I will send my message here. I understand staffing, I am a GM myself for food service so I understand, but I follow through with my commitments to my customers. My order for Saturday was to reward and thank my team as they are being spread thin too. They still received a gift, I understand small business and try to support, but this will push me away. I do not typically believe in social posts, but the GM will not give me the time of day so here...

I didn't want to write a bad review because maybe they were short staffed or something, but I emailed this location last week and have not received any response so... here we go...

I'm sorry to say that I was very unsatisfied with my experience on 08/09. We love Crumbl, it was our first time at the Robert Street location. Everything tasted great, but none of the cookies came with their intended toppings (no lemon wedge, no cotton candy crumbles...). The worker didn't remove her gloves when she finished packaging the cookies, so there were large smears of chocolate and stickiness all over the box. The cookies were intended for a baby shower and considering the price for each cookie, I was expecting better quality.

EDIT. I returned. I thought maybe the location was just having an off day, so I decided to try one more time. My mistake. Once again, I got no toppings, but I was smart enough to check before I left and told them that they forgot. They fixed their mistake. But my husband found what I think was a huge chunk of parchment paper in his peanut butter cookie. So... I will not be returning. And shame on management for ignoring my...