Crumbl Reviews

by Jennajay1995

TLDR; Terrible customer service, bad user interface in Crumbl itself.

I ordered my first this app cookie order in Crumbl store for a friend. However, immediately after placing the order, I realized the delivery time of ASAP meant an hour later (and at a time my friend wouldn't be home) and attempted to edit the order. Despite being placed 30 seconds before and not even having been processed, there is no function on Crumbl to do this. Instead, Crumbl tells me to call the store. I do so, and I have since been on hold for OVER AN HOUR; not only that, but at one point my position in the hold line somehow jumped backwards instead of forwards (from number two to five). There is no other way to contact the store or address order problems, except an online chat function with estimated responses of A COUPLE HOURS.
The cookies cannot be good enough to make up for the bad experience and wasted money on cookies now delivered incorrectly as I've sat here on hold.

by Nickname00119922

Everyone I talk to about your company likes your cookies but absolutely hates the confusing system and wait times and many vowed to never visit again. I can only guess a majority of these reviews are fake or incentivized.

I scheduled a pickup over 1 hour before I actually wanted them because I know how crazy your store gets, because I had the unfortunate experience of waiting 45 minutes in person at your store for cookies when there was no physical line. (Solve this by having separate queues for digital and physical orders / cookies ready to go for in person customers, or give customers a choice for freshly made with realistic wait estimates, I was told 10 minutes when it actually took 45)
And despite putting in my order at 8:16pm with a “pickup time” of 8:15pm, when I go to pick it up at 9:20pm I had to wait an entire hour for pickup! And by that time the original flavors I ordered were sold out and an originally sold out flavor was available… seriously… fix this.

At the cost of a mob of extremely angry customers waiting over an hour for their orders and frazzled workers working past closing to fulfill orders that should have been made 2 hours ago, you created the worst system that prioritizes making cookies fresh rather than considering that people don’t like waiting 1 hour for cookies, and would rather have slightly cold cookies asap.

Hire an operations engineer. Seriously. If you already have one, get a new one.

by AKindell92

Terrible service! I ordered cookies from Crumbl , the store did not have the cookies I wanted. Not a big deal, just cancel the order. No there is no way on Crumbl to cancel it. The number to the store wouldn’t work I called it seven times. On Crumbl it still showed being out for delivery. Also it doesn’t link with door dash so you can’t report a problem on that app either. When you call it says you can text an 844 # but it took hours for a response. And they can’t even do anything about a refund anyways The number said it could offer me vouchers for future purchase but never did. They said someone from the store would reach out to me but nobody ever did. I called back the next day and they can only refund the cookies not the other fees since it’s through door dash not them. And I can’t contact door dash about a refund because there is no record of it on Crumbl . If you want crumble cookies don’t use Crumbl. Just order them on door dash instead so if there is an issue it can be fixed. Haha hopefully nobody else has any other problems because Crumble doesn’t try and make it right when it’s all said and done.

by Floren Rager Highlands Ranch

I stood in line where it said to order . I was ignored. Finally the girl looked at me and asked me if I had ordered? Not sure how I could have ordered because she had not even spoken to me. Then I gave her my order I ordered four cookies. She said oh you want a six pack? I said no these are the cookies I want that equals four. no sorry or a smile nothing. Then she told me my charge I put my credit card in the slot and it sat there she didn’t tell me to take it out I just sat there she handed me the box and she said thank you and I said what am I supposed to do with the credit card why isn’t it telling me what to do and then she said just take it out! She was rude and disrespectful. I was there around 2:13 today at the Highlands Ranch location. This was my first time in the storeAnd that was a very rude way to treat me I realize you were having a hard time hiring staff but I think maybe some proper training would be nice. Plus she was dirty and had a dirty apron on and it kind of made me sickly

by Bankiser

This was the most confusing process ever. I entered my address and it popped up a map and I ordered cookies for delivery. After a short while I got a text message saying my cookies were being prepared and the time they would be delivered. Then I got another text message saying that they were being delivered and if I had to meet my driver to please do so with a mascon. I went to the door and waited for the cookies to be dropped off so I could pick them up but they were never delivered.
I called this app who blamed door dash and told me to call them back in 10 minutes. Then I attempted to contact door dash only there was no order number since it was through the this app app. Finally I was able to track it through one of the text messages they had sent me and called and messaged the driver with no reply. I then called this app back and they said they could refund me or I could pick them up in the store but they could not re-deliver. Even though I paid a delivery fee so why would I pick them up in the store? The store worker was very unbothered and offered no real solutions he was rude and short. Now I just get to wait 4 to 6 days to see if my money is refunded and my kids have no cookies which they were looking forward to…..

by Anderso_2022

I knew the new store would be busy which is why I decided to download app and order for delivery. I wasn’t aware it would be thru Grub Hub so I was confused when the driver called me (angry) that the store was so busy and my order wasn’t ready. He ended up cancelling it which was understandable, a Grub Hub driver can’t wait three plus hours for an order. It’s even understandable that the store was too busy to get to my order but when I called this morning the person I spoke to didn’t even apologize. He just told me I could cancel the order and I’d be refunded within 5 business days and if I still wanted the order he said I would just have to do a new one thru Crumbl . Which I did because my family was real excited about these cookies lol. So now I’m out $100 on cookies and not super confident they will actually be delivered. I understand the store is super busy, I was just surprised that the person I spoke to today didn’t handle it a little better. I also think it should be clear on Crumbl or online that you do deliver but it will be thru Grub Hub and not their own driver.

by S&Lpres

We tried this store tonight instead of our usual but will never go there again! Out of 3 of 6 flavors like Choc chip, PB choc Chop and German Choc cake. They also did not have any Ice Cream! Told the hostess how disappointing the selections were and just shrugged her shoulders and said those were the most popular (tell you something?). Ordered 1 I didn’t want and then she showed me the frame to add tip! Nice guy -I tipped! Then as we walked to get our order they rolled out a cart with 7 trays of cookies fresh out of the oven. Told the server we would like one of those and she boxed one up but said since the one we ordered had been put in the box and put on the counter...she could not take it back. WHAT!!!!! She was the only one that touched it... is there something wrong with the counter we should know about. I suggested that if the have cookies coming out to simply ask if we would like to wait. And we would have waited 15 minutes at least. Don’t go to this store. There were 6 people working. Maybe they should communicate with each other and host needs to represent the buyer!

by Curbhowler

After reading the reviews I thought this would be a home run but, I was wrong. My recipient and I both live in Jersey, but I noticed the order was coming from Utah which I thought was strange. It was delayed in Tennessee (perhaps a FedEx issue with the flooding). It arrived and it was the smaller qty box (less than what I paid for) and the greeting was for someone else in California. My recipient had no idea it was from me and they had to contact customer service. I contacted customer service this morning as well. Nobody answers, instead they send a text back to you. I filled out the requested information (receipt order number). The text reply stated they were having trouble finding it and to send a screenshot of the order. I did…5 hours ago. No replies since. I have called again and got nobody BUT I got another text asking how they can help. Poor experience. No credit for what I paid for. My recipient still hasn’t gotten what I paid for…or my note.

by 2Chronicles16.9

Crumbl works alright, but I am giving them only 2 stars because I feel like they’re trying to deceive people into leaving tips on accident like just happened to me today.

Here’s what I mean: Near the end of the purchase, they give you an opportunity to give the employees a monetary tip ... but it’s opt-out style, not opt-in. So if you’re trying to hurry and get your order placed and don’t pay close attention, you might get charged an extra $2 that you didn’t intend to. This is the only place I can think of that has an opt-out style like this: it doesn’t show that they are going to charge it to you until they also show you, MUCH more prominently, the Apple Pay button to complete the purchase. So if we’re in a hurry, we’re thinking, “Finally! After all those questions about my order, let’s wrap this up!” So we hurry to tap the Apple Pay button and double-click the side button to pay. Then, 😒 disappointment as I realize I just made a mistake, with the help of their app developers.

Again, I feel like they’re trying to deceive people into leaving tips on accident like just happened to me today.

by Crumblhelp

I love this app cookies, but there are some definite flaws in Crumbl . First off, it makes you turn on location services. This is a problem because if you send someone else to pickup your curbside order, Crumbl won’t allow you to text “I’m Here” even if the person you sent is at the store. Second off, if you order a delivery on Sunday, Crumbl allows you to place your order although the cookie menu hasn’t been released yet. There is no way on Crumbl to later specify what cookies to put in the order nor to cancel the order, the only way to fix it is to call the store. Lastly, if you are in another state ordering the this app cookies as a gift, they deliver based on your local time. For example, I am in Alaska and I ordered some cookies from an Oregon store to be delivered as a gift at 10:30. Because Alaska is one hour behind of Oregon, the cookies weren’t delivered until 11:30 their time. This is illogical, as to why would I want the cookies delivered on my time, when ordering from another store in a different time zone.

by WRXShop

First and foremost this is a review of Crumbl -not- the cookies! As you can probably gather by the positive review people love this app cookies. Crumbl itself though has a major issue when it comes to curbside pick-up ordering. (This is a big deal in Chicagoland as the line is 30+ minutes long on Saturday.) Crumbl uses your GPS location to determine which this app location is your default pick up spot every time you order. If this particular location has an error or curbside pickup is fully booked (usually an error as well) it drops you out of the order process and you have to try again. There is no way to change the location for pickup because after you get the error message you are dropped out to the main menu. For some this may matter but when you are roughly the same distance from 2 locations this becomes very annoying. Please just let us choose our pickup location… (There is also another error that results in a similar loop but I cannot recall what I did to get caught up in that one)

by Word Mom32

Easy to use app but limited choices for my location. There were only 6 cookie choices for my location. I’m hoping this is because it is just opening. Regardless, I like having the option of not going into the store. I do not think the cookies are overpriced, this is a treat, not something that is purchased regularly. Considering the effort andcleaning required for homemade cookies, it’s worth it to me if they taste good. I have not received my order yet. They are being delivered latter today. I may update my review after the kids and I taste them. Additionally, I do not tolerate sugar well so a sugar free option would be nice. Again, the store may have these available, but I could not determine this from Crumbl . Hopefully, as they become established in the community the product availability will increase on Crumbl /store.

by Arieshern

I went on to Crumbl last night to order cookies. Crumbl gave me a time and I started my order but when I got to the checkout, it first adds a tip on automatically(even though I give a tip, not crazy about this) then when I submitted the order it told me I was ordering outside normal business hours (it’s 7pm and they are open till midnight, so no I wasn’t). I started the order again, this time when I got to the checkout, It told me it failed and to try again… I tried three times then got the message again about ordering outside of normal business hours. I didn’t get any cookies but Crumbl charged my card three times! I called the store and was told “yeah Crumbl has been know to do that but it’s only pending in your account and it should go away within 3 days”😳😡! This SHOULD NOT happen, if the order fails Crumbl should not take money from your account! Now I have to watch my account and make sure the almost $50 will not be taking out of my account. If it does then I have to call the company back and tell them. This is bull and as it goes right now, I will probably not use Crumbl again!!

by AndrayaLynn

I recently went to pickup a curbside and clicked “here” before I got to the parking spot. I kept waiting and noticing that several people were getting orders faster than me. When I first arrived, it said I was number two in line. Quickly after, it said I was number one. Finally, after sitting there nearly 15 minutes, I had to say something to the runner, who was delivering cookies to a car that had literally just arrived. He apologized and said that they were busy and he was the only one doing this. He went back inside and said that for some reason the computer put my order last. I knew something was weird when it gave me a confirmation saying my order was complete before I ever got my cookies.

Fortunately this is the only issue I’ve had. Overall Crumbl is usually fine. One last thing, I wish they could make it easier to edit delivery details in Crumbl .

by MrsH50317

Crumbl does not let me select what cookies I want if I am ordering for the next week. I ordered through Crumbl on Saturday 2/12. It showed me a pickup date& time of Monday feb 14 at 5:30 but would not let me select the cookies I wanted. Then I got to the store thinking that I would just order in the store. So I put in an order at the store and found out that if you order for the next week you can’t select the cookies because the menu changes each week. New menu comes out on Sundays. But after getting there they started processing the order I had put in via Crumbl as well as the one I did at the store. Ended up with 8 cookies instead of 4. Lesson learned but being a new customer and this store just opened recently, does not leave a positive feeling. I feel that Crumbl should advise that if you are ordering ahead then you will get random cookies and not your choice. This could be risky too for people with allergies, potentially.

by Qwaynick

My wife wanted me to stop by and get a dozen cookies on my way home from a 1000 mile trip. I wanted to come home but lost the fight, and there was a fight. So I ordered the cookies via Crumbl over 2 hours ahead of my arrival so I could save time with curbside pickup. Six chilled sugar cookies, six chocolate chip. I arrived at the time I requested in Crumbl and hit the “I’m Here” button in Crumbl . Forty minutes later a girl comes to my car and tells me they are out of the chilled sugar cookies. Guess which cookies my wife wanted? So, not only did these cookies, which are very good, start a fight that shouldn’t have happened, they also exacerbated the situation by not having what I ordered 3 hours earlier. Top it off I had to go inside to get a refund and didn’t have a mask with me thinking I wasn’t going to need one. If they app communicated with the store appropriately it would be awesome. But based on my first experience all I can say is someone owes me and my wife some free cookies!!!!!

by Alexander Hamy Ham

Using the this app app to order cookies is usually pretty easy and very straightforward in terms of navigation. I did run into a problem when trying to place a catering order for a Halloween party I’m going to on Friday. The minimum about of the mini cookies that you can order is 50. That’s fine and probably all that I’d really need for this occasion. The problem occurs when I hit 20 cookies and was told I had hit the max for the amount of cookies that I could order. Keep in mind the minimum amount is 50 cookies and it’s currently a Tuesday and I’m placing this order for Friday leaving nearly two and a half days for preparation. So why is there a discrepancy in how many I need and how many I can actually add to my order? And now apparently I’m just not going to get these cookies since I can’t order them through Crumbl at this point in time. Maybe I’ll try again for Thanksgiving or something.

by Ani🫶

this app cookies in general is pretty popular. Like you’ve probably seen their cookies and other treats on TikTok or Instagram everywhere. I love their idea of switching out the flavors every week but keeping the classics. My fav rn is New York cheesecake by the way 😉. Crumbl is pretty cool too. You can add your birthday, which gives you a voucher to use on your special day to get a free cookie. Also, it has a menu page which tells you all the new flavors for the current week. Although.. my favorite part of Crumbl has to be the options of getting free Crumbs (points) by doing simple tasks like writing an Apple review.. hehe.. and other things like referring a friend. Those points can get you free cookies (you read this right!). So what are you waiting for. INSTALL IT RN!!

by Jen Gillespie

This was my first time to visit this bakery & I was greeted immediately, such sweet young adults working that were all smiles & honestly seemed to LOVE their job! Best of all, they were so detailed in telling me all about the bakery and how it worked with new cookies each week and then what each cookie of the week I was buying was made of & some ideas of how they tasted & what seemed to be the “ best seller that week” as I was there on Saturday so the last day of those specialty cookies that week ! Highly recommend! A fun treat that is large enough to literally cut into 1/4 and still have a tasty treat to last your several times! Will definitely be going back, following new finds each week and then doing a lot of extra walking it sounds like ! ♥️😉🤣

by Miz MeliMel

Went for the first time to try a this app cookie and went on Grand Opening Day at the Goodyear location. Place was nice and staff was polite and welcoming! The only complaint or suggestions I have would be to have samples for people to try. I thought for sure there would of been samples for people to try and decide on what cookie to buy and especially on first day opening but they didn’t and that was a little disappointing but I took a stab and picked peanut butter cookie to buy and it was delicious! But I really wanted to try their other flavors and I possibly would’ve bought more but didn’t want to take a chance not liking any other flavors. But will be back to try other flavors but I’m hoping they have samples out to try.

by Mandlesbb

Was great up until they started using door dash. Last two times I’ve ordered, the cookies take well over the quoted delivery window. Today when ordering at 8:30pm, my delivery time was scheduled “9:13-9:41” and after calling them to see what’s going on at 9:51, I get a text with a secondary delivery window now saying 10:21pm, almost TWO hours after my order and a hour later than the latest delivery time. Lame downgrade which defeats the purpose of “ordering” the cookies if its going to take that long to get to you.

by Itsjustme0222

First off I will admit I gave one star as it was easy to order. But everything after that is worthless in Crumbl. You can’t track your order, the time it gives you for delivery is misleading as I never did get my order, You can’t text your deliver agent, no place to leave a review for the store on Crumbl either. I ordered it 8:20pm and was promised my order by 9:22pm. By 10:00 PM I called to cancel as at that point I had already waited well over an hour and a half for eight cookies

by CalShrews

I’ve never actually had this app cookies but I’ve made two orders, the first I ordered was sent out 1.5 days AFTER I ordered so the recipient missed the delivery by two days. She had to wait a week.

I made my 2nd purchase last night, I doubled checked the address and everything was right. The address changed completely after I submitted my order. I reached out to this app on Instagram and have yet to hear anything back 18 hours later.

by Vikingintexas

So I downloaded this in hopes of sending my friends cookies despite being across the country, and Crumbl won’t work. If I press a a button right after doing one other simple action on Crumbl , it freezes. The checkout button wouldn’t work so I’m not able to send any of my friends cookies without going onto the this app website which defeats the purpose of Crumbl . I still love this app, and still use them, but these bugs needed to be brought to attention. Hopefully it’s fixed soon!

by Cadunn

Tonight we ordered a box of cookies and we did not get what we ordered. We were supposed to get the peppermint cookie and instead it was a chocolate chip. The oatmeal cookie was raw. The order also came 30 mins late. The lady that delivered the cookies had little kids in her backseat and they seemed sad and miserable. It was kind of awkward going out to the car and seeing that. Overall it was just not the best.

by Foxhollow2002

There is no denying that this app cookies are some of the best, but in terms of their rewards program, it can be a bit sketchy. After 50 or so points ($1=1pt) you should get a free box of 4 cookies, but there is no way to view your progress on Crumbl , nor is there a way to redeem it for delivery. I’m sure I either have enough points, or am v e r y close to getting there, but there’s really no way to tell or redeem the cookies sooooo... ¯\_(ツ)_/¯

by SteveLatauska

Silly for a cookie review, right. Would definitely be a 5 if calorie values were included! However, those of us watching our daily calorie intake like to know how many calories to enter in MyFitnessPal as we devour an amazing this app cookie. You’ll sell more cookies if people can figure calorie value into the day’s diet. You already have a this app Chocolate Chip cookie and Honeycomb Ice Cream listed in MyFitnessPal. We love your products. Thanks very much!

by Жфещу

i love this app i go there all the time when I’m craving something sweet and the new flavors are absolutely brilliant I’ve gotten many of my friends and my girlfriend stuck on this app! But Crumbl should allow us to see our points cause i know i have a free box but does it expire? How do i tell the people i have a free box? I’m really confused about this whole point system and how it works you should install it into your app so we can look at it whenever we want :) other that i loveeeeeeeeeee this app and The people are always so nice

by BlessedxGloryx

This is a great well constructed app but i happen to give it a 4/5. Some may ask why? In my opinion the only thing Crumbl is missing is the description of the cookie it would be really cool to have the description (no not if it’s vegan or not i could care less) but for example. Let’s say you have a cookie called “Brownie Trouble” (no it’s not a flavor.. yet) Crumbl should say something like “description: gooey inner filled brownie with semi sweet chocolate chips on top with a nice crispy outside”. Not just the picture anyways please take this into consideration.

Thank you,
-J

by Klrhklrhklrh

These cookies are amazing and I’m sad to admit my scale has gone up since discovering this place! However, checking our points would be helpful. Also, cookie descriptions would be helpful too. Wth is “snowball” or “biscoff lava” and what is in them? Also, why can’t I order whatever I want instead of predetermined boxes?

by LindaLu225

This is better than I ever imagined! Who needs flowers to cheer someone up when you can send warm cookies?!? Hands down not even a second thought. A couple clicks on my phone app and BOOM a pink box appears at the door. No clean up. No oven. No problem 💗

by Jerica218

I just placed our first delivery order for this app, and it took less than five seconds to order from my phone. We should have our fresh, warm cookies in less than 30 minutes from now.

by Amf465

Crumbl is very easy to navigate and is convenient, the only thing I was unhappy with was that there isn’t more of a variety for cookie selections. I felt very limited and I think more people would deliver through Crumbl if you let them select their boxes like you do in the store.

by Cookiefreaks

We all love your cookies at our house!!! I only wish I could combine my app points with my In-store phone number points. We also wish we could create our own box for delivery and not just in store. Keep up the good work!

by Asthmamom1

I really was hopeful. I need to be able to send gift baskets to clients and this would be great if it worked. It is buggy. It freezes in the middle of an order. Keep trying to make it better.