Crumbl - Logan — Restaurant in Logan

I'm sorry to blast a new business, but I will never be back. For several reasons.

First, the atmosphere: I think the owner was going for modern; which is fine. I like modern. But there is warm, inviting modern, and there is arctic, cold, un-inviting modern. This place is extremely cold, hospital-like and not a welcoming place, due to having a complete white palette. Everything is white and sterile. Yes, that makes us think we won't get food poisoning, but it also makes you grab your purchase and leave. You won't want to sit and enjoy a cookie and coffee. Mostly because, they don't sell coffee.

Second: No coffee, and cookies too decadent and sweet: Instead of just plain good cookies, they are selling big, over-the-top decadent overly sweet cookies. If you want people to come in and sit down, you'll need to sell coffee and tea to counteract the sweetness. I seem to remember 3 liquids being mentioned on the wall; milk, water? and something else? But nothing that would counter-effect the massive sugar overload and nothing to warm you and make it feel inviting.

Third: The cookies. I bought the 4 pack, which was $10. The counter girls aren't very friendly, or maybe it just seems that way in the arctic-like atmosphere. They got my order wrong, which it turned out I was glad they did. I ordered two sugar cookies and two chocolate chip. They gave me 3 chip and one frosted. The frosted cookie was so over the top frosted and filled with sugar that you can eat maybe a one inch square and nothing else. It was literally a cookie you couldn't eat. Great Harvest makes an amazing, normal sized frosted cookie that you devour. But here, they try to be decadent and gourmet but just end up making something you can't even eat. I was literally nauseated and hadn't had but a couple of bites. The chocolate chip cookie was made huge but they also tried to please by adding massive amounts of chocolate chunks (not tiny round chips, but chunks). This resulted in a cookie with very little actual cookie but mostly decadent chocolate chunks. Again, too much of everything.

Maybe I'm a little different. I've been to Europe several times and over there, sugar is expensive (or maybe they just have more class) and so they use very little sugar in their sweets. Their sweets are lightly sweet and so good. It's almost embarrassing how we Americans think we have to overdo everything. Bigger is not always better, as we've learned about that book-burning Texas.

I think this business will have lots of one-time only customers unless they make some changes. Give us hot drinks; music; warm up the atmosphere and make the cookies normal and good. Something we would want because we don't want to fire up the oven at home.

Right now, these are the kind of cookies you buy to maybe put in a basket and impress a big-money client. It's not something you feed...

Good cookies, EMBARRASSING service. Okay, I have been to crumbl several times, and used to contribute the fact that I would wait 20-30 min in line to be because of Friday night lines out the door, but recently I have had a few experiences that make me think it may just be overall customer service incompetence. Just today I went with only two people in front of me, and no exaggeration it took me 15 min to get my cookies...what?! After the two ladies in front of me got their cookies I stood their waiting for someone to take my order while another woman walked through the door right in front of me and started ordering on the kiosk where they take your order. Oh-I’m supposed to order it myself? Maybe 1 out of the 10 workers behind the counter could have mentioned something to me? Then when I finally get up there to order the worker walks me through this whole lengthy process on the kiosk and I’m thinking-“lady. Just take my order” Anyway-In my experience, the consistent lack of customer service does not make the expensive cookies worth it. Sorry crumbl :(

P.S. does anyone else think it’s somewhat comical that they ask for a tip? I’m like- a service tip for putting my cookies...

There is no doubt that Crumbl has amazing cookies. I love the fact that they change up flavors weekly. My reason for only a 4 star review is for how they handle their gift card purchases. They no longer offer $5 GC. The minimum is $6.40, yeah, you read that right. Who charges tax for a GC purchase? Crumbl does. You can go anywhere else and buy a $5 GC and pay the exact amount for it, not a Crumbl, they charge you tax! Not to mention they now charge you for the small, simple gift box that the GC goes in as well. So, imagine my surprise when I go in to purchase nine, five dollar gift cards, that should cost me $45, and they ring it up as $57.40. I was not happy to say the least. When I asked for an explanation all I got told was they made the change so that all GC could be used at any of their locations. Worst explanation ever. Needless to say, I will no longer be purchasing GC of any value from them in the future. As for their cookies, they are by far the best I have ever had and I will continue to purchase them, just not as frequently...