Crumbl - Upper East Side — Restaurant in New York

Not what I was expecting. (In a bad way)

First, the staff needs to get better at interacting with customers. I walk in and they said welcome to crumbl but I was having some difficulty seeing if they took cash. A nice lady said yes and to use the tablet at the front but I couldn’t figure out how to checkout. I realized they didn’t take the denomination I had so I left and went to get change. When I came back I figured out how the checkout worked but then they wouldn’t even talk to me. I asked the young lady which cookie is her favorite and she totally didn’t respond. Maybe she didn’t hear me which was fine since it was busy. When I was getting my change back I asked again but this time saying which cookie she would choose and just flipped the tablet and handed my change. After that I waited a few minutes (it was pretty fast and I will give the staff their cred for that) they called my name and just said here are your cookies and a bag is over there. They just put the box down and walked away quickly. I know the place is busy but they could at least haven given me a simple answer or just bagged my order. I’ve never stepped into the business before so I would have liked some input before I chose. I would give 1 out of 5 starts mainly for that cashier.

Next ratings on the cookies themselves:

Fudge cookie: Very decadent and rich. If you a fan of super chocolate flavors you’ll like it but it’s a very strong taste. Center is nice and soft but the edges are very hard. 2 out of 5

Reeces cookie: The chocolate flavor is way too strong and you can really only taste the peanut butter if you taste the filling alone. Not a good balance and not what I was expecting. 1 out of 5

Oreo cookie: This one actually tasted nice, but it’s not a cookie. This is just straight up cake. I would get it again but it’s not what I was expecting in texture when I think of cookies. Super soft and I would really want to eat this with a fork and knife. 4 out of 5

Chocolate chip: I believe the best way to find out how a cookie shop does their job is to leave ol’ reliable chocolate chip as the be all, end all and this definitely left me with how I felt about these cookies. The taste was there but the implementation was not. It had the same problem as the fudge, soft in the center and the edges overcooked. I dont know what’s going on with how they are preparing their cookies but I think they need to rethink their process.

Overall I give this place a 2 out of 5. It wasn’t a complete disaster but they really need some better people skills. I understand they have a small area for customers and the place gets overcrowded fast but I know customer service is always important. I shouldn’t have felt like I was doing something wrong just by asking what flavors are good. It’s not like it was cheap. For the 4 cookies I basically spent 21 bucks after taxes so I was hopeful for better service and better flavors. I think the hype for this place...

These cookies are pretty good, but the customer service is the worst I’ve seen in a long time. They claim to be open until 10 bit the doors are often closed and the staff is ignoring you by 9. If you call ahead to ask why the app won’t let you select a pick up time after 9 they tell you to select the next day, because all the slots are full. If you ask if you can order in person, they lie and try to talk you other or coming after 9 by saying there is a really long line when the truth is you can’t order because they locked the doors and will ignore you if you come to try and do so. Other experiences include a nasty door person who rivals the door/ list keepers at old school nightclubs. These act like they are guarding the pearly gates (not handing out cookies). They have some people move aside so they have to wait longer. And more than once I’ve heard them mumble insults about customers as they walk away. It’s really inappropriate. My first visit was horrible due to the inappropriate staff, but I never give a bad review based on one experience. However, it never improved at all and seems to get worse each time. The cookies are okay, but I don’t think they are worth the mistreatment you’ll witness and / or receive while picking them up. I’m going to try delivery and maybe another location. This one might just be...

If I could give 0 stars I would. I Used Instacart powered by Uber eats to place my order and my whole order must of been made by a blind person because there is no way my complete order was wrong. I payed for a happy holiday note I got "congrats".I payed for a holiday birthday cake cookie and I got a chocolate chip I ask for a lemon and oreo and I got no toppings. I ordered late so I wasn't able to contact them. Ruined my whole date night with my daughters. What makes it worst, is my daughter has a chocolate allergy. Highly annoyed and upset for sure! To be charged delivery and service fee for a waste of my time is just sad to me. I would normally go to the store however, I am recovering from ankle surgery and currently have 2 broken toes. This is my second bad experience with Crumbl.updated..Crumbl responded to my message with an email to reply for help. And the email is gone. They totally edited the review. Longs story short I still don't have the Crumbl I ordered or my money back. No one is helping me. Ruined my whole Saturday and now I'm fighting for my money back that I took the time out to spend on Teerible Crumbl. Didn't even offer me a half of cookie .nothing! I have nothing!!!! I am angry I work very hard and I knew better to spend 40 dollars at this place. Trust me...