Crumbl - Waldorf

"All my visits have been great and smooth except for my very last visit. I placed an order in advance for curbside pick up at 8am. I decided to just go in since it was cold and had been snowing. When I got in, they said my order wasn’t ready despite the app saying it was. They only had chocolate chip and nothing else and asked if I’d be willing to return later in the day and my cookie order would be ready. The man at the front noticed it was a birthday order and acknowledged my daughter which I thought was lovely. They did apologize for the inconvenience and I agreed to come back. Now the issue was when I returned hours later for my cookie order. There was only me and two other customers in the store at first so I figured everything would be quick. No it took about 10 minutes for someone to even acknowledge my presence even with my standing right at the front. Once acknowledged, I explained what happened and what I was told. The young lady went to the back to what I thought was to grab my “ prepared” order. Meanwhile the man from earlier came out and asked had I been helped realizing I was from earlier and I responded yes. Another 10 minutes passed when someone came out asking what cookies I wanted. I told them it is supposed to be two of each cookie. Well she mentioned one was sold out. I was a little disappointed because I thought my daughter’s cookies would be ready when I returned but they didn’t even have it together. By this time 5 or 6 customers had came in, ordered, and got their orders. After another 10 minutes passed, the man from earlier brought out my cookies and I was frustrated because I was told a cookie was sold out but saw several made right before my eyes. His response, “Oh you should have told me you wanted those, how many do you want?” I explained that I was told they were sold out and I thought my order would be ready for pick up. He explained they put sold out so they won’t get overwhelmed with orders and that he’s sorry for the wait. He went back exchanged two of my cookies for the right ones immediately. I understand things happen. My issue is that the system said my cookies were ready and they were not. Then after agreeing to return later, I still had to wait another 30 minutes then being treated as if it was my fault when a quick acknowledgment would have solved the issue immediately. The cookies are good but I’m big on customer service. This last experience left me super disappointed. I’d hate to think how much longer I would had to wait if I had waited for curbside service."

"Visited the crumble cookie at this location. It’s brand new and pretty. The customer service alone is 5stars. Cookies look just like the advertisement. Hopefully they can keep delivering top tier product and not lose quality. Thanks!"

"My daughters and I had a great experience at the new Crumbl Cookie! We were greeted by many employees as we entered the shop. There was no wait, ordering was a breeze and quick. The young lady who assisted us was nice and friendly. We didn’t wait long at all to receive our cookies, and they were big and picture perfect! We enjoyed every crumb of those cookies! We will definitely be coming back again and again! So happy to finally have a Crumbl in my city!"

"Friendly staff, the lobby ordering area is a little small. The cookies were very fresh and the bottom of the box was still warm. Milk Chocolate Chip - just average to me. French Silk Pie - chocolaty, not too sweet, the mousse and whipped cream are on point. Snickerdoodle Cupcake - the cookie and cream cheese frosting are both very good. Cookie Butter Lava - not bad, the cookie taste like it should be inside of ice cream. Confetti - pretty good. Chocolate Peanut Butter Puffs - The cookie and peanut butter frosting are excellent. The cereal puffs should be eaten soon or taken off, they can get stale."