Crumbl — Restaurant in Des Peres

Last week on April 18th, I ordered two tres leches strawberry cookie/cakes from the store on Manchester road. The staff only gave the Dasher one of the two items that I ordered. Sidenote: the one item that they did bring was handed to me and was not in a bag-- it was just a small pink box. I called the store and reported the situation, and someone pulled up my order and that person did admit that the wrong amount of product was sent out and I was offered a credit, which I was fine with and accepted. However, later that evening, a lady who identified herself as a manager showed up to my door with the missing portion of my order and many apologies for the store staff getting the order wrong.

Fast forward to today, April 25th, I ordered from Crumbl through Doordash again from the location on Manchester. Again, a driver shows up with only a portion of my order. I ordered two raspberry cheesecake cookies and one carrot cake cookie. I was presented with two pink boxes. I asked the driver why he only had two boxes when I ordered three items and he said that's what was handed to him and when I asked where was the bag, he told me that they tend to hand out orders without a bag, and he also said it could be possible that they put two of the similar cookies and one box and the different variety cookie in a separate box which is why there was only two boxes. That was his theory, but he wasn't sure.

Upon opening both boxes. I saw only two cookies. Keep in mind that in the beginning of this story, I mentioned how the previous week when I received only a portion of my order, it did not come in a bag.

I called the store and spoke to someone else by the name of Rachel, who identified herself as a manager. I explained the situation including the previous week's events and I asked what is going on. At the top of the conversation she noted that many times they don't use bags because they run low often, so if there are only 1-3 three cookies in an order, they may not use a bag. Then she said that my cookies were placed in a bag (after I heard her muffle the phone and ask someone in the background if my cookies were placed in a bag). So as a manager, she didn't know personally; rather, she was going off of third party info from young teens who don't want to get in trouble for messing up-- of course they're going to say they put the correct amount of items in a bag. But the thing is, no bag was given. I reiterated this to Rachel. She then stated that the Doordash driver stole my cookie and kept the bag in the car and only took out the cookies that he wanted me to have. Highly unacceptable behavior!!!! This store messed up my order last week and someone from the store personally delivered it to my home but this week, because Rachel lacks accountability, she's now compromising the livelihood of a fellow hard-working American by accusing him of petty theft of a freaking cookie with no proof of her allegations. At this point, screw the cookie. Now it's about principle. Rachel had mentioned to me that she personally trained everyone in her store, but if that's the case, my recommendation would be to step down from training. You're supposed to be in a leadership position and the way you lead is by passing the buck instead of taking ownership for mistakes that happen in your store??? Accusing people of stealing with no proof of such actions when your store is known for making errors??? I will never do business with this company again. If the way Rachel handled herself reflects the culture of Crumbl Cookies, I wouldn't be surprised if they're not around much longer.

I was never offered compensation, a credit or even an apology, because her claim is that the driver stole it. It's like the equivalent of a kid saying the dog ate my homework. Seriously, grow up already!

This is the worst customer experience I have ever had with any establishment.

Crumbl-- it's time to go back to the...

I finally caved and tried these cookies NYE 2020. My “excuse” was a friend’s birthday. She is gluten sensitive, so I asked first and the employees said gluten (flour from wheat) is used in the store, but not in the cookie I ordered. She loved it! I think I tried the raspberry cheesecake YUM the first time. I absolutely love cookies and cream ice cream, and their chilled cookie variant is my favorite of cookies n cream recipes I’ve tried. I haven’t tried the ice cream because a half pint is itty bitty compared to their cookies (???). Confetti cake is the most heavenly cookie I have ever tried, also the highest in sugar if I were to guess. At absolute most, I’ll get a cookie a month for myself (I use the app to cross check my moderation).

KNOW BEFORE YOU GO: -It’s a small store, 6 customers inside during distancing. Be prepared. -Kids in middle and high school seem to flock to this place. After 3pm? There will be a wait. -A small kitchen can only make so many cookies. So yeah, they sell out throughout the day, but I don’t randomly binge 800 sugar cals, so if it’s out I know it’s good and check the app later. And if I don’t get one before the week is over? Another flavor will come around, and my pancreas lives another day. -On that note, a portion 1oz or 28g is not measured, so unless you carry a scale in your pocket (I don’t advise that as DPPD frowns on such things) this is not close to health food. -The prices for milk or water are ridiculous. Maybe if I lived in LA and made a California salary? I don’t. Go to Trader Joe’s!!

HOWEVER -The app is a bit annoying about location. I have it off, but it asks over and over and over. -There is a “convenience fee” for using the app or ordering in store, like 4% I think. It’s pretty dern inconvenient when I have cash or the app won’t finish the order.

When I saw that on the confirmation my first visit and I tipped, I was ticked. Sorry, no tips until that is removed. I wanted to see why it was so much more than a box of cookies. It’s not security, it’s hiring an iPad to supervise your employees. And, it’s not disclosed until AFTER YOU PAY. Business practices are marginal at best. -I’ve asked for a receipt multiple times, I’m told it’s no problem, but have yet to ever get a paper or email receipt. Another...

I have a friend from Utah that raves about their cookies so when I found out we had one in my state I had to try them out. My 2nd time going the line was out the door and I'm pregnant and didn't feel like standing so I went back to my van and ordered curbside instead. After 25 minutes the line at the door was gone, along with ppl that got in line after me, and I still didn't have my cookies. About 5 minutes later they brought me out a box which had icing and goo smeared all over the bottom and some aides of the box. After wiping as much as I could off with a face mask I had in the car I opened it up to check the cookies. It was not the right order. So after waiting 30 minutes I had to go in the store anyway 🙄. Which was still still busy.Once I was in there they told me they had sold out of the main cookie I wanted! I asked for a refund which they gave no issues, plus they offered to let me take the wrong order and put 2 free cookie cards inside. I don't understand why they didn't send someone out to ask what I wanted to do about the cookies instead of just deciding for me, but I got free cookies out of it so whatever! Anyway after the wait then the very messy box, which still got icing on my seat even after wiping it it off, then the wrong cookies I was ready to write crumbl off, but after how they handled the situation they changed my mind, I will gladly go back thanks to their awesome customer service. As for the actual cookies, honestly, I'm a home baker, so to me they weren't as AMAZING as I expected but I think that's just bc they taste very similar to my own, their sugar cookie is excellent when chilled, just good when not, not a fan of their chocolate chip at all, but a few of their weekly flavors have been really good and I'm hoping I can recreate them myself so I don't have to spend so much...