Crumbl — Restaurant in East Peoria

We stopped in after eating in East Peoria to try the flavors of the week. I went in and ordered at the kiosk and after ordering while waiting for my order the employee at the cash register said they could not fill my order as the cheesecake cookie the manager was only allowing two per order. She asked what cookie I would like in place of the 3rd cheesecake cookie and I said there was an additional upcharge would they refund the difference and she said we would have to cancel the whole order and place another order with only two of the allowed cookies and i would be refunded in a day or two and be charged again for the re-order, I asked why if there was a limit why I was not told or it was listed on the menu and she said corporate would not let them and I said I would not cancel my order and be re charged. During this ordeal they asked anyone who had ordered more than two cheesecake cookies to change their order and did not always refund the price difference. I have ordered many times from Crumbl and been told they were out of a certain cookies and just replaced it with another. I cannot beleive they were letting people order and pay and then ask them to take different cookies of lesser price(there was an upcharge of 1.49 per cookie) There was no manager on site to even talk to and most of the staff were talking about what was going on and laughing. I am sorry but my party ordered over $150 in cookies and they said they would not serve us the additional three cookies that were ordered. But we could have canceled and reordered two additional orders of two cheesecake cookies and received them. They could not even find my friends order to even refund so they eventually gave her the cookies she ordered and my other friend was treated the same way over one additional cookie. I cannot beleive we were treated the way we were essentially over three cookies. There excuse was they were short on supplies and trying to make them last but we could order as many two at a time we wanted. I asked them how many times they had asked people to pick other cookies due to the limit and they did not refund and she said she had no idea as they had lots of doordash orders all day. So I would assume most customers were overcharged. There were atleast two while we were in there.

I love trying all the new flavors but the service we received tonight was horrible and I will probably not go back as the whole staff...

The cookies were not that great looking. The 2 mint mallow sandwiches for some reason the cookies look like they were pushed in with a utensil of some sort and as a result they were falling apart on the outside edge. To make matters worse they put very little mousse on them and closer to the middle of the cookies they seemed a bit overdone. I bought one of the same cookie from the one in Peoria the start of the week and the cookie there was great, not falling apart and rough looking like the two I bought in East Peoria, was the right doneness and the mousse reached the edge of the cookies. I liked the one in Peoria so much I went to East Peoria at the end of the week before the switch to pies next week. Unfortunately the quality was inconsistent between the locations.

The oatmeal skillet cookie appeared ok and the pink velvet seemed to be lacking frosting compared to Peoria.

The other problems I have is I have mobility issues. This location does not offer curbside pickup, yet Peoria does. The parking is literally outside of the store, just like Peoria. There were l believe 6 employees working at the time. If this is typical I don't think spending 30 seconds to run orders out would be that problematic. Then I have to use a cane to get around. Another patron held the door (both in and out) for me as he clearly saw I was struggling. I also had requested the cookies be boxed individually instead of all 4 in one. I figured it wasn't a huge ask and it would have made it easier for me to carry. I usually carry a plastic bag to help carry stuff and a 4 pack would not fit well in it. The employee then said she would have to charge me for 4 boxes. I felt this was ludicrous, I'm already paying $20 for 4 cookies, it shouldn't be a huge deal. I mentioned to her about Peoria offering curbside and they also have individual boxes on the app for their location at no cost. She said oh really? So I said nevermind and grabbed the cookies and left. That employee seemed like she had a chip on her shoulder or was upset about something. If only she knew what I have been dealing with these last couple of years.

Anywho, overall the taste of everything was ok aside from the issues I stated, but I was very displeased with the service I received...

I’ve been at Crumbl probably 4 times since opening. Each experience has been disappointing. From sloppy, melting cookies to orders not being filled as ordered when I tried the app. I guess I’m not understanding, if I place an order of a box of six individual type cookies hours before my designated pick up time to try each of them, and the app has no problem selling each of those individual cookies to me then why when I get there are they sold out? And why am I standing there for a half an hour after my pick up time to get the cookies. Which happened today, My pick up time was 530 and I was there at that exact time. Your store did not give me my cookies until 6 o’clock!! I got there to pick up my pre-ordered cookies the same time my aunt came and she stood in line to order cookies. She stood in line the exact amount of time it took your store to fill my order that was pre-ordered. And we ended up walking to our cars together. Meanwhile, I watch dozens of people go in and place orders and walk out with cookies. No one telling them that any cookies were no longer available. by the time they brought out my cookies two of the cookies had been sold out. So, if you would’ve given me my order a half an hour before when the order was supposed to be ready would I have gotten all of my cookies???? Maybe a bigger storefront would help you to be able to fill orders. That little 4 foot counter isn’t working to fill boxes and the work area is people on top of people trying to fill new trays. It is massively chaotic😬 The cookies are good but not spectacular for the price. I’ll be back when you get things...