Crumbl - Cottleville — Restaurant in Cottleville

UPDATE 08/23/2022: This store never ceases to amaze me! We've been going almost every week for the past 2 years, and let me tell you...the Crumbl Cottleville store stands out as best in class. The quality of their products is always flawless, and their customer service is top notch!

There is a specific employee at the store that consistently goes above and beyond in making the Crumbl customer experience world class. Her name is Sarah R. I often see Sarah when I go in to pick up my cookies, and she never hesitates to go the extra mile to help me with selections and make my visit great. First, she greets me BY NAME each time I go in. Of all of the thousands of people that visit each week (including many regulars), I am amazed she can do that! I can't think of many businesses that offer that level of personalization! On top of that, she has a wealth of knowledge about Crumbl products and spends time with me to talk over the week's cookies rotation, share her favorites of the week and offer recommendations based on my personal preferences. If I am asking for help, I am looking for more than a canned "they're all good" response. Sarah provides insightful feedback to make informed decisions, and she's never steered me wrong. Sarah's customer first approach has turned my visits from "just a cookie run" to an end to end experience I look forward to and enjoy. Thank you, Sarah R!!!

I'd also like to give a shout out to the Crumbl Cottleville owner, Amy, who sets the tone and pace for the store. I've had the good fortune to speak with her a handful of times when calling in to learn about each week's tester cookie. As busy as she is, she has always been gracious and taken the time to talk with me about the store, Crumbl products and to gather insights about my experiences. It makes me feel like a valued customer each time she asks my opinion, listens and validates my feedback. Her dedication to customer satisfaction is clear. Amy takes pride in her store and genuinely cares for her customers and employees. That dedication shines through in the experiences delivered every visit.

Original Review: My family has been coming here since March 2020 when my sister in law sent my daughter Crumbl as a birthday gift. We are HOOKED! We have visited as often as possible ever since! The experience has been outstanding Every. Single. Time.

And full disclosure…I’m not really a cookie person. These cookies are so decadent and amazing that I am just as excited as the rest of the family to try the rotating cookie flavors each week! Give it a shot. You won’t be...

I started seeing the deliciously tempting Facebook ads for Crumbl cookies and knew I had to try! When my brother and his wife came to town I knew they’d love to try too so I held out a couple weeks. When we arrived at the shop I was so surprised at how cute the decor and ambiance was! There were lots of workers busy making cookies and we were created with a big smile and an answer to all of our questions. We chose our cookies and couldn’t wait! We even started our taste test while we were still in the car! We went cookie by cookie and rated each one from our most favorite down. We LOVED all the flavors, textures, and beautiful presentations. Our eyes rolled to the back of our heads and we savored each bite! Two weeks after our first experience, I was back buying the next new flavors and they were as equally as delicious! I loved trying new flavors and think the idea is so great and novel! Looking forward to continuing to support this business! Love love love the concept and the product ;-)

To keep my review completely honest I do want to give some critiques (which may be personal to my palette) I would prefer their chocolate chip cookie if they used a semisweet chocolate chip instead of the milk chocolate. I didn’t like the milk chocolate, but loved the texture and taste of the rest of the cookie. Regarding the sugar cookie as well, I didn’t like the small hint of berry that was in the icing. I loved the cookie otherwise and would have LOVED if the cookie had their buttercream frosting on it, instead! Again, these might be my own personal preferences, but I wanted to keep my review fully honest! I wouldn’t have changed a thing about any of my other cookie experiences out of 8 cookies...

Worst customer service experience ever*So I stopped by Crumbl around 2pm on Saturday 10/22/22. My daughter and I walked in and at least 6-7 staff members looked up and immediately looked away from us. Initially, I felt very weird, walking into an establishment being extremely excited and then being ignore or avoided. We looked at the menu and tried to figure out what to order as this was our first time in -which we voiced. No one offered to help us. We got to the counter, three staff members were at the register. They stared at my daughter and I and then looked at each other. And that repeated for several moments. We waited for one of the three to take our order. This -silent stare down situation- went on long enough for us to understand that we were not welcome and that no one was going to take our order. We politely left. Still, no one utter a single word. I turned to grab my daughters hand as we left and noticed that the entire staff was standing in odd silence , eyes darting back and forth between one another like some strange unspoken language. I still don’t know what think about that experience. I will never step foot in that place again. If a manager was on site that day he/she should be embarrassed of her whole staff because this was not only how NOT to treat customers this was just out...