Crumbl — Restaurant in Avondale

Review of Crumbl Cookies – Customer Service Experience

As a longtime dessert enthusiast, I recently visited Crumbl Cookies with high hopes of enjoying their famously decadent cookies. Unfortunately, my experience at one location left a bitter aftertaste that no amount of sugar could mask.

During my visit, I inquired about a current promotion—six cookies for the price of four. I asked a simple clarifying question about the deal, but the employee behind the counter responded curtly, informing me it was “only for the minis.” Believing that to be the final word, I made my purchase. Later, I discovered through another source that the deal did in fact apply to the regular cookies as well.

When I called the store to politely ask if I might receive the two additional cookies I should have qualified for, I was told no. Disappointed but accepting, I stopped by in person to confirm. To my dismay, as my friend and I exited, I heard the staff laughing—an unprofessional and unnecessary gesture that left me feeling disrespected.

For contrast, I reached out to a different Crumbl location regarding the same promotion. Their staff immediately clarified the details with warmth and courtesy, proving that the brand can indeed deliver excellent customer service when properly managed.

While the cookies themselves remain reliably indulgent, customer service is just as much a part of the experience as the product. A simple misunderstanding could have been resolved with kindness and professionalism, but instead, it highlighted an unfortunate inconsistency between locations.

Until this particular store improves its staff training and approach to customer interactions, I recommend seeking out another branch—or at the very least, double-checking promotions...

I’ve used the curbside feature 4-5 times now for the Avondale location and loved it until tonight. Never again. Editing my 5 star review to a 1 star because I just went through one of the worst customer service experiences I’ve ever had. I made a curbside pick up order on the app at 9:52 PM, under the impression the store closed at midnight. I was five minutes away when I made the order and hit the ‘I’m here’ when I pulled into the parking lot. It was 9:58pm. The door was wide open and two employees were inside cleaning, staring at me. I thought it was weird so after a couple minutes I approached the door and before I could say anything I got a very rude “We’re closed!” I proceeded to tell the two girls that I had made an order on the app and wasn’t aware of the 10pm close time. They told me I needed to come back the following day at 8AM to get my cookie. I told them I would like to just cancel the order if possible and they told me I needed to go get my phone from the car and show them my order on the app. So I did and as one of the girls angrily started preparing my one cookie, she told me I needed to be aware of close times and check google or Siri before coming to the store again. Have I said enough yet?! I’m not sure why the app would let me make an order and not tell me they closed in 8 minutes or why she was so angry about one cookie that I was willing to cancel. I told her she was very rude, asked to speak to a manager, and she proceeded to tell me there wasn’t one and that she was the team lead. She wouldn’t give me her name and told me to leave. A 3rd employee came from the back and apologized and handed me the corporate number. WOW. I’ll be calling as soon...

Crumbl has always been a favorite of mine for their rotating menu of creative, freshly baked cookies but this last visit truly stood out because of the incredible customer service.

From the moment I walked in, Isabella greeted me with the warmest smile. She was so kind, patient, and genuinely cared about making sure I had the best experience possible. She walked me through the weekly flavors, gave great recommendations, and even double-checked my order to make sure everything was perfect. It’s rare to come across someone who brings that level of kindness and energy to their work, and it truly made my day.

Elena and Andrea were also absolute stars. They worked together so seamlessly and made the whole environment feel upbeat and welcoming. You could tell they all cared about the customers, not just getting people in and out, but actually making a connection. That made a big difference it felt like more than just a quick stop for cookies, it felt like a little moment of joy.

The store itself was spotless and beautifully set up, and my cookies were warm, gooey, and absolutely delicious (seriously, the Chocolate Chip and Tres Leches were next level this week). But beyond the cookies, what stood out the most was the people.

Isabella, Elena, and Andrea truly went above and beyond, and I left not only with an amazing box of cookies but with such a positive feeling from how I was treated. I can’t recommend this Crumbl location enough, and I’ll definitely be coming back (probably more often than...