Crumbl — Restaurant in Florida

Great cookies spoiled by unfortunately terrible service.

My wife and I went to this location yesterday, Dec. 6, 2021 at around 2:30pm, while we were in town doing some shopping. We ordered 1 Gingerbread Cookie and 3 York Peppermint Cookies, and they placed them in a box and we went home, which is about 30 minutes away.

At home, we found out they gave us 3 of last week's recipes (hot chocolate). I was pretty dismayed because one of the reasons we stopped by was we were both looking forward to the York cookies as my wife and I both love York Peppermint Patties. They change recipes each week so we weren't sure how this could happen.

I contacted the store at 7:35pm that same day when we found out the cookies were incorrect and spoke to a representative at the Brandon location. They apologized for their error, explained that on Mondays they use the previous weeks leftover cookie ingredients to avoid waste and that there must have been a mixup and asked if we could come back in so they could make it right. I thought this was great! It was a bad experience, but it was turning around. I told the representative that I couldn't make it back today as I didn't want to drive an hour round trip, but my wife would be going into Tampa tomorrow and could stop by on her way back.

My wife went into the store today to pickup our replacement cookies, Dec 7, 2021. The representative said there was no record of our call and that they wouldn't be replacing the cookies.

My wife asked if she could speak to a supervisor or manager or someone else, and the representative declined. After much back and forth and a terrible attitude, making my wife feel like this was our fault or that we were trying to steal cookies, they finally obliged and provided the 3 corrected cookies.

This was overall a terrible experience and has left a bad taste in our mouths. I doubt we will be going back anytime soon. I highly suggest anyone that comes here to double check their order at the counter before you leave, or simply avoid this location all together until they train their employees better in customer service and...

This will get lost in the flood of reviews, but hopefully this helps someone at some point.

Crumbl’s greatest weakness is its quality control: both in product and in service.

As other reviews have pointed out, cookies are often under baked and distributed with raw centers. This seems to be consistent across multiple locations, so perhaps the recipes themselves are incorrect rather than just poorly carried out.

The issues in service may be a result of the young staff that Crumbl takes advantage of. Today, I placed an order using the mobile app like I always do. This time, however, the app automatically set my pickup time to over an hour out. So I went inside and let the employee know that I was here early, and that I would either need to cancel my order or receive it early. The employee located my order on the tablet and agreed to prepare my order. I then stood and waited while everyone in line ordered, waited, and received their boxes for 20 minutes. Finally nobody remained in the store that had arrived before me, yet they continued to serve new customers.

I finally had to ask again to cancel the order, which they were happy to do after a couple more minutes of waiting. On my way home empty handed, I called to ask what procedurally had changed to cause this debacle. However, no explanation was given besides an assurance that they would talk to the staff.

I was disappointed with my experience and the response from the store. Between the too often under baked cookies and this experience today as the final straw, I will not...

BEWARE I’ve always been a lover of Crumbl, I’ve loved getting their variety boxes, used them for our baby shower and have ordered Crumbl for friends when in sad times but this one incident has torn me away from Crumbl forever. I ordered a box to be delivered to a friend for her birthday, Crumbl uses DoorDash to deliver their products- I ordered through the Crumbl app and they partnered with DoorDash - My friend has a gate code that I was unaware of (my fault) the driver decided to leave the box of cookies outside of the gate with no security person or anyone to monitor the cookies, completely open for the public to grab - the dasher leaves me a text that they left it at the gate, my friend went to go retrieve the box and it was gone. If you are unable to deliver to the address, bring the item back to the store and advise for pick up instead of leaving it available to the environment? I called Crumbl and the first person I spoke with advised me “they did their job by providing the cookies, they may not be able to do anything because of the driver” This is a partnership between Crumbl and DoorDash, I did not hire DoorDash myself to deliver these cookies

I spoke with a manager who offered a refund or to redeliver, I opted for redelivery and never heard anything further. So if you’re in the market for Crumbl and want them delivered maybe think twice? There’s plenty of other speciality desserts in the...