Crumbl — Restaurant in New York

Edit: added an extra star because things were a lot better the last couple times I went there since this review. They made fewer mistakes and I didn't get sick, nothing was underbaked. Haven't been back since then so maybe things are improving

Pretty hit or miss and going downhill.

I have tried an embarrassing number of cookies by getting 4 every week since the week after the place opened and they are definitely slipping. I have gotten cookies with less and less glaze or frosting/toppings over time and now they barely give you anything. Some of the cookies look nothing like other locations or on the app; the lemon glaze cookie had so little glaze you couldn't taste it, and this week's berries and cream had a hilariously small amount of berries and cream on top.

A consistent issue, however, has been quality in general. I've gotten too many cookies that were underbaked and I have felt sick after eating crumbl on multiple occasions. And it's not just me, my partner and I both felt sick the entire next day one time.

The only reason I keep going back is because when they're good, they're really ridiculously good. But with all the other issues, I'm losing patience and I'm done playing Russian roulette with my digestive system. I think this is it for me

For reference I added a pic of the lemon glaze cookie and what it's supposed to look like. I asked them if they could remake it and two different employees told me that's just how they make it there. Also added a screenshot of my "pink status" in the app to show the stupid number of cookies I have ordered here for some...

I waited 30 minutes for one cookie that I ordered online. I understood they were backed up. When came to pick it up there was a huge line outside, but I knew my cookie was ready via the app. I still waited outside for a few minutes because I knew a lot was going on. Once the owner came back outside (he was assisting people), I told him I was picking up an order and I just wanted to see if my name was already called (I knew it had to be). He said “well you need to wait”. I said I ordered it 35/40 minutes ago , he says “Well we’re backed up, you need to just wait. I’ll check.” And then goes back inside (never asking my name for the order so he obviously did not check). The whole interaction & tone was so beyond rude. Especially being that he came back outside 3-4 times after that to assist other people, ask their names of their orders, and never once even glanced at me to assist me. The tone was so dismissive, but he calmly assisted others. After waiting 5-7 more minutes I just decided to go inside and ask someone else… my 1 cookie was ready and sitting on the counter the entire time.

I never leave reviews , and I understand being overwhelmed. But he could have easily told me, come inside and ask the front counter. Especially, as the owner. I will never be coming back to this location, I’m a business owner myself and I hate interactions like this. It actually really upset my entire mood & offended me , especially after waiting 45 minutes for A cookie… that just made it 10x worse. I really wish I would have said something after I got my cookie that was ready the...

Let me start by it was the very first time I wanted to buy a cookie for my boy and when I buy the strawberry shortcake cookie they gave me to me hard frozen uncooked, I explained the lady that it was frozen and she told me oh we sell it frozen I told her so I come to this store excited because of the hype just to get a super hard frozen cookie and she was like she doesn't know what she is talking about, then I call them on the phone and talk to the manager which he sounded like a narcissist bully telling another employee that I ordered an hour ago when it wasn't not even 6 minutes I told him I am near by if you can prove that it was a hour I will show you my receipt, then he say ok you want the refund and I said ok of course I am not happy with the cookie, plus they where kinda bully over the phone they where laughing like it was a joke to explain that the cookie was frozen, horrible customer service, they hired bullies not nice and friendly atmosphere, is almost like you are in highschool, the cookie absolutely doesn't worth the money or the hype at all, was a Total waste of my money until this day I haven't got my refund, please do your self a favor and take your kid else where more friendly where they will respect you as a customer and not make fun of you over the phone when you call to address thr problem because they will see you like you are the problem and not them, please save peace of mind if you don't want to go through what I go through, waisted of money on a frozen uncooked cookie....