Crumbl Cookies — Restaurant in Little Rock

Ordered 4 cookies online Easter weekend (April 2024) for delivery which was a pretty cumbersome process. I did not receive a emailed receipt, so I called the store twice to confirm my order. The first time that I called the person answered the phone said she could not find my order on her screen and asked me to call back in 20 minutes. Fortunately, I didn’t close out my computer screen with the order up on it, and I found my receipt and call back a few minutes later with my order confirmation # and spoke to a second person who told me to call back again as well. My order did arrive and it was warm, but 3/4 cookies seemed underbaked and tasted like nothing but gooey butter, salt and flour. I called the store again to request a refund . The manager was willing to consider giving me one if I brought in the cookies in so she could see them which I actually volunteered to do, but I ordered them online for delivery to avoid having to go out, so I decided just to email her pictures instead and skip going in for a refund review that might not result in a refund. I emailed several images and feedback to her, but I’ve yet to hear back from them. I set the cookies aside overnight and tried them again. The only flavorful fully-baked one is the carrot cake cookie which was pre-baked using cake batter not cookie dough. This was not worth $20-30. Just looking at some of the other images of the cookies posted in other reviews here, there doesn’t appear to be consistency in quality and appearance. There’s a big difference between under-baked/raw cookie dough and fully baked but moist cookies. My chocolate chip cookie looked nothing like the like the ones in the photos in other reviews or on the website. And my lemon crisp tasted nothing like lemon and was not crispy. Best thing about the experience was the nice lady who delivered them with a big smile on her face. FOLLOWUP- 9 months later and it's interesting that, as of 1/27/25, I never received a post here or via email from the owner; they've responded to most negative review before...

Suggest waiting on them to get better organized. The 1 in Benton is spot on but this 1 is very chaotic and people are just standing around everywhere waiting on cookies. I've currently been waiting 25 minutes for my order. They're out of the 2 I drove here for so that is disappointing as well. This 1 is a no. Cookies are not warm at all which is partly what makes it the best and they're just cold and not good.

Tried them again today... I live in Nlr and a few weeks ago got off work drove to Benton ate Taco Bueno went to crumbl there which has always been fantastic and was back home in less than an hour and half. Today I went to the Cantrell location. Walked in to complete chaos. No one knew where the lines were or what line was for mobile pick up or ordering. 1 guy said he'd been waiting 45 min for 1 cookie. I saw 1 lady that seemed to be really trying to get orders out but the others were barely paying attention. I decided I would go to a different location. Changed my mind ordered on the app waited 30 min and went back. Still madness. Waited 20 minutes finally was asked my name 7 times by the same girl. Got my cookies. My daughter and I went to the car excited finally... Complete disappointment 😞. The cookies known for being so warm and soft were cold and hard around the edges. The very middle slightly soft but it was really dry and it just wasn't that perfect gooey warm cookie that would've made me forget about all the other nonsense. They are too expensive to have to throw them away which is what I did. I feel like they are understaffed, under trained and need someone to come in and help get some sort of organization to the process. I wanted to love it so much but it just left a bad taste in my...

As someone who has admittedly spent way too much money with this company for far too long, Crumbl seems to be on a downward spiral. As if the rising cost wasn’t bad enough, I guess they feel like dropping their customer service to make things even worse.

This evening I placed a pickup order at 10:47pm, over an hour before closing. We were 10 miles and a little over 20 minutes from the store. After checking in and walking in the store, I wait a few minutes before someone comes out asking if I had a pickup. After confirming my name, she then proceeds to tell me they essentially have nothing I ordered and have been told they can only offer 1 specific cookie for the rest of the night, or possibly a 2nd cookie but they don’t even have all the ingredients for that one.

It’s odd considering such a limited menu, but not all that uncommon for a Crumbl to stop offering certain items for whatever reason. But..why do other Crumbl locations have the ability to mark products out of stock and this one apparently doesn’t? Or at minimum, why couldn’t this store call me at any point during my 20+ minute drive to explain this and save me the trip? Luckily I was refunded in full, but what a waste of time for absolutely no reason. Thanks for saving me...