Crumbl — Restaurant in Hanover

Please please please be careful if you have tree nut allergies! I get it, the cookies are good, and I'm not going to penalize them for growing pains for being new and popular. I specifically asked about tree nuts when ordering and was informed they were not in what I ordered. I took a bite into the classic sugar cookie when I got home and immediately knew it tasted like almond extract. I called and asked a manager if the sugar cookies were made with almond extract and was told that yes, normally, but not today. Then some vague description about how the dough doesn't today, so I asked about the frosting and was told pink does but vanilla today doesn't. I explained mine was pink and he said normally, yes, but not today because today they used vanilla extract. After expressing that I still felt confident mine was made with almond extract and that the staff should not say something doesn't have nuts if they 'normally do, but not today' he agreed and we hung up. My husband then tried the cookie and confirmed it absolutely tastes like almond extract, not vanilla extract like the manager told me was used 'just for today'. Almond extract, especially in frosting, has a very distinct flavor so it's not like it's easy to hide or confuse with vanilla extract. I was going to give a three star review to balance the good cookies with the neglect in allergy training to the front staff but I'm taking off another star for the manager gaslighting me into believing it wasn't almond extract after expressing allergy concerns.

Edited to respond to the owner's response: The possibility of cross-contamination in an open concept kitchen is not the same as the ingredient being part of the recipe and not acknowledged when a tree nut allergy is specifically mentioned when placing an order. But thanks for making more excuses instead of recognizing and addressing a...

Yesterday my 12 year old and friend were so excited to order a 40$ delivery to Cohasset. The order came incorrectly, they weren’t notified of any cookies that were being swapped out, and they weren’t fresh. My daughter calls at 12 years old, and was told by employee at Hanover location, that order was verified by deliverer. I have knowledge that not only were no updates informed to her, but no one that delivered verified anything. She calls herself, and ..They told her she can come in for a free cookie on Saturday… she doesn’t have a license. I called to rectify (only because of the poor service and that she was a pre teen who babysat for the money, and even called to inquire the errors), and no one answered. Their hours say open until 10 pm. Two voicemails left and nothing back. After a call this am, and another VM, I get a call back (see pictures), and door dash was getting blamed. She began sharing that she spoke to my daughter Wednesday, which wasn’t the case and I had to let her know again, it was yesterday after school . She proceeded to state it was Wednesday until I mentioned I have the picture she sent with her friend smiling before she opened it, and pay for her phone . I’m done with this location, and I’ve found it’s gone downhill . I never do this but unfortunately, my daughter and her friends in 02025 have used this for many occasions particularly when it was newer, and have been amazing business generating customers. Sadly, she used $40 she worked for babysitting and was brushed off when she took the initiative to call and politely let them know what happened. When I finally got a reply, just minutes ago, I found them rude, and defiant in their stance. They blamed DOOR DASH. Lastly, I’m done with this overpriced poorly run location. Thanks anyways on the Saturday free Twix...

Way too cramped crowded and unorganized. There is 100 people making cookies one person at the register and occasionally a person will come in call out a name for a pick up order. There is no real room for a line and no one actually checks to see why you were just standing in the store. Wish I could write a better review but every time I have to come in the store it’s a headache.

The staff is nice, but they should rename this place Crowded Cookies. No exaggeration I’m shoulder to shoulder in a less than 300sqft waiting area with 20 other people.

Another thing. I ordered cookies early in the day to pick up at night time. They do not reserve the cookies that you paid for in advance. They just sell them to who ever walks in. I find that inconvenient and unprofessional. They don’t call you and let you know either, they just wait until you show up and then say “sorry we don’t have the cookies you ordered you can come pick them up tomorrow if you want.” But who is to say that I won’t drive over here AGIAN tomorrow and they just say the same thing? I know this place is new but they really need to get it together.

Upon reading through the other bad reviews it seems my situation is not unique. The response from the owner to the other reviews is just a simple generic copy and paste message , not personalized what so ever. It’s clear that they only care about profits and not the customer service aspect of running a restaurant. I would be shocked if I got a response to this review let alone a personalized one that actually addresses my problem. Guess I’ll try to get my order again tomorrow seeing as i don’t want to sit on hold to cancel it. After that I don’t plan on returning as a customer, we’ll see.

I...