Crumbl — Restaurant in Louisiana

Always super friendly, fast, & delicious...my review years ago. They did a great job w/ their cookies as well as customer service. I loved this place. All issues resolved w/out a problem &mistakes weren’t often. I know this store is always busy &I understand mistakes are made. I would rather have a longer wait time & have my order correct. The service &quality at this store has been steadily declining. Employees rush orders making too many mistakes. Before, any rare issue was resolved w/out a problem. Mistakes didn’t bother me bc it mattered more they were handled well w/ great customer service. Now,it’s terrible…it’s rare for me to get a correct order. 1 out 10 times my order might be correct &/or good quality &that’s if I’m lucky. Customer service is combative &bc of this I might try to resolve the problem 3 of 10 times. They act annoyed no matter how nice you try to be &like you are at fault. It’s too much of a fight to get them to fix their mistake. I’m sure the lost income from the amount of mistakes caused by rushed orders gets them in trouble which I assume causes them to be combative w/ their customers. Either way it shouldn’t be so much of a fight to resolve an issue &never should you blame/gaslight a customer. They have acted like I did something wrong &have gaslighted me...wasn’t just a misunderstanding. They knew their mistake &claimed I didn’t know what the cookie was suppose to be like. I’ve witnessed an employee knowingly mess up cookies. Gave me the messed up cookies not realizing til I got home. When I called to replace cookies they tried to tell me that the cookies were correct &I probably didn’t realize what it was supposed to be like/that it’s hard to tell(was a sauce under a layer they claimed it was there &I couldn’t see it/it melted in but could see it on ones that weren’t messed up). I had to explain that I witnessed the mistake in the store &didn’t realize they gave me the cookies &she finally stopped putting up a fight. Either way they are knowingly selling messed up cookies & then being combative when customers say something. The cookies they sell are weekly options &they are limited meaning as an employee there you should take your time to do the cookies right bc it’s not something that is as easily available like most things especially w/ the prices. Another example, I’ve had the biscoff tres leches made 3 different way in the same order. After calling and fighting w/ them to fix it they replaced 2 and those were made 2 different ways but 1 was correct…I didn’t call to get the other fixed. There’s been times when a cookie had an unreasonable low amount of icing on it…they will do nothing about that…& yes I like lots of icing but even with me taking that into account &going off how the cookie should be, it was an unreasonable low amount smaller than the tip of my pinky(no it was not a mini). The only time they fix an icing problem is if they forget the icing…that has happened numerous times too. Anyway I could go on &on about the issues I’ve had with the continuous fall in quality as well as customer care at this store but I’ll stop there bc my words are limited in the review. Nonstop app issues &online customer service is terrible too. Online customer service will do nothing to rectify the situation. They just say sorry, we will contact the store. Nothing to justify the issue for the customer. My loyalty/support of this place that I loved is almost gone after too many times of having no appreciation to loyal customers &no care to justify their mistakes. Cookies still decent most the time. Just not as good as they use to be or could be. Just don’t have high hopes. Terrible customer service both in store/online…they just want their money &don’t care if you don’t get what you ordered. Completely ignored when I tried to figure out why the app won’t let my order on Sundays for my 5% discount as well as having incorrect pricing/charges…list goes on… just want them to be like they use to be even if I get no justice bc I want them to do well. I loved their...

As someone in sales myself I like to put smiles on faces and I go that extra mile for my clients. After hearing great things about Crumbi cookies…. I decided I would bless some of my clients. I downloaded the app but since this was my first time ordering I decided to call in my order. Well the phone lines were down so I figured the app / internet would be down as well. Mind you this took me 30 mins of my time trying to get through. So I decided since now I was pressed for time to send someone to pick them up for me and to place me on the phone when they arrived so I could pick out which cookies I wanted for each box. Sam took my order and was beyond helpful…. He even apologized for the phone lines being down. I actually thought to myself I would hire Sam as he just impressed me so much. However, the manager of the day M reprimanded him, took the cell phone and handed it back to my person picking up said cookies and told both of them that orders had to be placed on app only. No handing cell phones to staff to fulfill orders. Sam advised the manager who’s name starts with a M that their phone lines were down and he was just trying to be of help.

With all being said…. The owner should reward Sam as the only reason I might even consider coming back is because Sam their employe went that extra mile. Truly the manager M has lost future business from me. Maybe Sam should be moved up to manager!

I can’t speak of the cookies cause I wasn’t given a chance to order anything...

(The cookie flavor was not the problem the quality of the cookie was the problem) HARD, SMALL & COLD. Every week I come to crumble for the new flavors sometimes twice a week if I really really love the flavors. Recently I started my diet so I didn’t go to Crumbl for two weeks decided to have a cheat day came back and most of the employees were new except for a few. I had a cookie It was so hard around the edges way harder than usual a little crisp is ok but hard is terrible and to top it off it was not warm at all even though it was supposed to be served warm. So I thought maybe this was just a bad day I came in, nope! So then a week later I had another cheat date I went and got The popcorn caramel cookie and once again it was so hard around the edges I couldn’t even eat it on top of that they we’re so stingy with the caramel on the cookie that the description should’ve just said popcorn cookie, cookie had also shrunk and once again it was not warm. I’m so disappointed with Crumbl I am a loyal customer and now I don’t even want to come in anymore and waste $4+ dollars on one cookie that I don’t even want to eat and there isnt anymore in the area 😩. The new employees definitely don’t seem to know what they’re doing, I definitely liked it better when the actual owner and his family were there helping and running The establishment because the quality of the cookies are horrible now. No one wants a...