Crumbl — Restaurant in Oakville

I was looking forward to trying Crumbl for the first time, but unfortunately, my experience didn’t live up to the hype.

First, the app didn’t function properly. When I arrived at the store and tried to check in, I kept getting a “uh oh, something went wrong” message. Because of this, my order wasn’t acknowledged right away, and I ended up waiting longer than necessary. When I informed the staff, they said they were aware of the issue but are still allowing the app to operate as-is. For this reason, I’d caution anyone relying on the app for pickup.

There were no knives available—only forks and spoons—and when I asked, I was told I could purchase a branded cookie cutter (for a fee) instead. There were also no napkins; when I asked, I was offered paper towel, which didn’t feel appropriate for a dessert shop.

While waiting for my diet dirty soda, I overheard an employee mention they were out of diet coconut syrup. Another staff member told them to just use regular coconut syrup instead, even though the recipe specifically calls for diet. That felt misleading, especially for customers watching their sugar intake. I wouldn’t have known if I hadn’t overheard the conversation.

Lastly, the app prompts you to tip. Considering how pricey the menu items already are, it felt odd to be asked for a tip on top of that—especially when the app isn’t working, there are no knives or napkins, and they’re out of key ingredients for drinks.

Overall, the cookies themselves were okay, but the experience left a lot to be desired. Not sure I’d go out of my...

Boy do I HATE to leave a bad review I’m a customer in the US ordered cookies for delivery but went to the wrong address in Canada which would be Uber eats fault but crumbl assured me I would receive a refund if I reordered which I did in good faith. Of course sadly you can never trust anyone over the phone the woman (middle eastern accent) would help her manager cover by telling me to email or that he was at lunch. I called 3 times a week at different times since may 23rd. I still haven’t received a refund and the lady one the phone won’t help me to get refund because I can’t physically show up she feels like she can ignore me and their manager can hide behind the fake email I haven’t received a single response from. I love my neighborhood crumbl they know me by name I order every single week. But I’ll tell you right now these people are crooks and even worse business people I hope you all see this and never support this location again. Go to any other location near you as they are within 20mins of each other. I run businesses and the customer service I’ve received here is bad enough I would fire the whole location and start again. The impression they left one me has made a mark. I will visit in person in September and I’m sure they’ll be shocked to see me. Hopefully then they’ll have enough respect for a fellow human being to be able to have a small enough amount of compassion to help a loyal customer.

New addition: Also they replied below with an email to “help me” but it’s an invalid email I had to come back a month later to add...

I did a carry out order an hour and 15 mins in advance to make sure i get the flavours I wanted. My name kept getting pushed to the bottom of the queue. I watched about 12 people get their orders first and they were all in-store customers. I went up to the counter at the 20 minute mark and told them I’m waiting for my carry out order. The girl went to the back, then told me fruity pebbles was out, so I told her which ones I wanted instead. Then a guy came out and asked if he could give me minis of the flavour I asked for from the girl because they were out of that flavour in the regular size too. I waited 24 minutes for half my order to not even be given.

I get that it happens, cookies run out. But what exactly is the point of ordering online and providing a specified pick up time if you’re not even going to make that order a priority and set it aside? In order to place an order online, you pay in advance. I paid for those cookies already, they should have been working on them if not already set aside. If I ordered instore like the 12 people who was served first, I might have gotten the flavours I wanted but I waited. Bad communication, waiting for the problem to go away vs proactively addressing it ahead of time. 24 minutes waiting for 12 cookies placed ahead of time is redundant and inefficient. It’s worth the 20 mins drive to go to Heartland instead.

EDIT: I opened the boxes when I got home, and realized the girl didn’t listen to the 3 flavours I wanted instead of fruity pebbles, and I didn’t get the flavours I asked...