Crumbl — Restaurant in Cutler Bay

Went to the crumbl cookie place that finally opened! The presentation, service and place were great and the cookies omg!!!

Semi sweet chocolate chunk - 5/5 deliciously soft and warm, chocolate chunks the perfect amount of sweetness and meltiness, feels like a hug from your momma

Cookie dough - 4.3/5 I love the chilled aspect, it added a beautiful level to the frosting which was buttery and delightful, the chunks of cookie dough wrapped it all up in a gorgeous chocolatey delight

Cornbread - 4.7/5 like cornbread in a cookie! The texture is cornmealy in the greatest way possible and buttery, the dollop of butter frosting ties it together and brings that fresh homemade nostalgic thanksgiving cornbread taste home and topped with a drizzle of honey? Cant get any better than that

Peanut butter ft. Butterfinger - 4.9/5 a delicious and gorgeous peanut butter cookie topped with warm milk chocolate drizzle that melts in your mouth and crunchy butterfinger. Truly a delight. Missing a .1 because I would’ve loved chocolate chips in the cookie

Fudge brownie 4/5 - truly a delicious brownie but it wasn’t warmed up so I didn’t go for seconds like I wanted to. The semi sweet chocolate chunks added a rich creaminess to the brownie that made me want a big glass of milk to wash all the sweet deliciousness down. Topped with a delicious fudge frosting that was surprisingly not too sweet and balanced it in a beautiful way.

Also tried the tres leches but I’m not a very big tres leches fan, however my daughter LOVED it. And it’s a HUGE...

I had initially ordered nine cookies for my family to try this place and was delivered one wrong cookie. We tried to call both Crumbl (for half an hour twice, then an hour the third time) and DoorDash to either have the order refunded or have them remake our order, but Crumbl didn’t answer. DoorDash tried to call the place as well and they again did not answer.

We proceeded to drive to the place because I was not going to pay $38 for one wrong cookie. We arrived and they told us that they couldn’t answer calls because their phone wasn’t working to receive calls. We tried to bargain to refund or have the cookies remade, but they apparently could not help us on their end. They told us we had to call DoorDash and tell them to call the store and confirm we didn’t receive our order for them to remake everything. Thankfully, DoorDash was very helpful and we were able to get our order remade.

A word of advice, since you guys are supposed to be a public business: get a phone that works and communicate better with your customers, both in person and over the phone...

I ordered five cookies through the Crumbl app for pickup on a Saturday the day they claim to be open late. I paid $25 and showed up to the store, only to find it completely closed without any notice. No update, no signage, nothing. I tried calling for hours. No answer. Their “chat support” gave me an email that was never answered. Days later, my aunt went in person to try to get either the cookies or a refund, and they flat-out refused, saying the manager wouldn’t be around for 5–7 days and that the refund window had passed even though the store was the one that failed to deliver the product. The staff was overwhelmed, people were waiting over 30 minutes for a single cookie, and the entire place was a mess. This isn’t a one-time mistake this is how they operate. Crumbl charges premium prices for a “premium” experience and then disappears when things go wrong. Absolute disaster of a company. No accountability, no customer service, no...