On Monday, April 20th, I placed an order at Crumbl Cookies and the experience was, without exaggeration, completely unacceptable. This is the second time I’ve visited this location, and it’s clear there is no basic standard of customer service.
I placed my order online, and the system indicated it was ready within the estimated time. When I arrived, the store was completely unattended. There was an employee in the back who did not greet me or offer any assistance. I waited over 15 minutes with absolutely no acknowledgment.
When two employees finally came out, instead of apologizing, one of them asked me what I was doing there. I explained I was waiting for my order, and he told me he didn’t have one. Only after I insisted did he check again and find it. His response was to tell me that “next time” I should mark in the app that I’ve arrived so they know I’m there. That is not only unreasonable, it reflects a poorly managed system and a complete lack of accountability.
It is completely unacceptable that with three employees on shift, not a single person is monitoring the front of the store. This is not just a customer service issue — it is a serious safety concern. Leaving the store unattended exposes both customers and employees to unnecessary risks. What happens if someone walks in with bad intentions? What if a customer needs immediate assistance? There is no one present.
The lack of organization, indifferent attitude, and absence of professionalism make this experience unacceptable and damaging to the brand. It’s frustrating because the product is great, but the service completely ruins the experience.
This location has strong potential, but with this level of execution, it is failing significantly.
0.
Perla Rodriguez
Great service and excellent cookies!
Zyleix Music
The cookies are soo good especially wedding cake! The staff is so nice and the facility looks clean and put together. Love crumble
Was amazing
The best cookie I’ve ever had
really nice and love it
Amazing staff and delicious desserts! Will come again!
I love the experience of trying the new flavors, and how that is going to impact your taste! I’m totally in love❤
Wonderful staff and the cookies are always what is advertised!
Our niece brought Crumbl to a family holiday gathering and they were a huge hit!
The cookies are always amazing!
amazing
Delicious & Great Service
Restaurantji Recommends
amazing customer service
So yum
On Monday, April 20th, I placed an order at Crumbl Cookies and the experience was, without exaggeration, completely unacceptable. This is the second time I’ve visited this location, and it’s clear there is no basic standard of customer service.
I placed my order online, and the system indicated it was ready within the estimated time. When I arrived, the store was completely unattended. There was an employee in the back who did not greet me or offer any assistance. I waited over 15 minutes with absolutely no acknowledgment.
When two employees finally came out, instead of apologizing, one of them asked me what I was doing there. I explained I was waiting for my order, and he told me he didn’t have one. Only after I insisted did he check again and find it. His response was to tell me that “next time” I should mark in the app that I’ve arrived so they know I’m there. That is not only unreasonable, it reflects a poorly managed system and a complete lack of accountability.
It is completely unacceptable that with three employees on shift, not a single person is monitoring the front of the store. This is not just a customer service issue — it is a serious safety concern. Leaving the store unattended exposes both customers and employees to unnecessary risks. What happens if someone walks in with bad intentions? What if a customer needs immediate assistance? There is no one present.
The lack of organization, indifferent attitude, and absence of professionalism make this experience unacceptable and damaging to the brand. It’s frustrating because the product is great, but the service completely ruins the experience.
This location has strong potential, but with this level of execution, it is failing significantly.
0.
Great service and excellent cookies!
The cookies are soo good especially wedding cake! The staff is so nice and the facility looks clean and put together. Love crumble
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