Crumbl — Restaurant in Centerville

The Centerville location has been going downhill that I can't ignore leaving a less than stellar review anymore.

We ordered cookies for this week (12/6-12/11) and were surprised that our cookies were not like the pictures on the app. The frosting ratios have been off lately, but this was a bit extreme and I even said something to the girl when she showed us the box. She assured us that they were fine, which I had no choice but to accept. Why show customers inside the box if you're not willing to fix a problem? It wasn't until we got home that we realized one of our cookies missed being frosted completely! I called in and the girl said to come back and they will fix it. A different girl took the box to add the frosting and the second photo is what came back, another off proportion of frosting. The worst part is that when we got back home, the now frosted gingerbread cookie was not fully cooked in the middle so we can't eat it anyway.

It's a shame because the cookie flavors sound amazing, but not all of the employees are committed to the expected standard put in place by the owners.

**Edit to add 2/8/2022 - I sent a message to the company as directed on 12/8. I even sent a follow up on 12/20 and I never received a response...

I just wanted to hop on here to make people aware. I did the wrong order this morning and within minutes of my mistake I called this location and was told it would be canceled and then to go in and re-order the correct one. So I did just that now both orders have been sent to my location and I have been charged for both when I call the Crumbl directly. They throw me to Door dash, Why would you tell me you’re going to cancel it and go in and re-order it if it wasn’t going to be. The crazy thing is they were both done at this location, so why didn’t they notice my name on two orders at the same location? On top of me calling earlier, giving them my name and explaining my situation and yet still my orders were sent out. Now they’re trying to throw me to another company not to take care of the issue. Had I not called I’ve been directed I understand that, but I had by them directly. Just wanted to give anybody a heads up if they ever have this issue now I’m chasing down door dash and trying to get my refund.

Update: now DoorDash is saying it is the company’s fault the store directly I’m getting tossed back-and-forth! ...

I love Crumbl cookies. I think they are innovative and providing to consumers something unique. At this location, I have generally had great experiences. However, I give them a 2 star review because of a disappointing experience and bad service this prior weekend.

In short, when they brought me my order they showed it to me and asked if it looked good. I responded that I wanted more whipped cream, and offered to pay more for the correction I was seeking - of which they refused with excuses of "it's corporate policy" and "we don't have a way to charge that" and that "the cookie is pre-made". I believe most registers have built in misc. debits/credits for items like this, and all I was asking for was about 10% more whipped cream. I get that if I was asking for it free of charge why they would say no - but I found their inability to adjust the order was unacceptable purely based on the fact that they were asking if I was satisfied with it.

If you are not willing to make minor changes to someone's order then don't ask if what you brought them...