Crumbl — Restaurant in Oro Valley

Severely lacking consistency and customer service. Over the last month there is something wrong with what seems like every order! You can never actually park in curbside to pick up your curbside order. Placing an order through the app is almost pointless when they prioritize in store orders even if your order technically came in first(per Samantha a manager). I have had my order forgotten and had to wait even longer(was told it would be refunded but wasn’t), had my order cancelled as they made in store purchases the priority, wasn’t even notified of this until I called after waiting 15 mins past my pick up time. I was lucky enough to be given a refund, except the manager gave it to someone else so that refund took 2 weeks and extra phone calls. Had cookies topped incorrectly, for the price this shouldn’t be happening. Now received an entire order of cold hard cookies and was told nothing could be done as he watched my cookies go from oven to warmer to box so there is no reason for them to be hard/cold. I offered to bring them back and was told not to. I have had the displeasure of speaking with Samantha and Ryan, so called “managers” who severely lack customer service skills. Ryan didn’t even want to finish the phone call and made someone tell me to email the owner. While some of the cookies are truly amazing, it’s really not worth the issues this location...

I have to take a moment—no, I have to take MANY moments—to talk about BEN from Crumbl Cookies. This man is not just an employee, he is the Michelangelo of cookie service, the Shakespeare of customer care, the Beyoncé of bakery hospitality. When I walked into Crumbl, the air shimmered with positive energy. I swear the lighting got brighter, the cookies smelled sweeter, and a tiny chorus of angels began humming in the background. Why? Because BEN was there.

Now… allow me to elaborate. Because Ben isn’t just “good at his job.” No, no, no. He is the gold standard of cookie hospitality. His smile could melt chocolate chips on the spot. His voice? Like warm caramel being poured over vanilla ice cream. The way he described the weekly flavors? I swear I was transported into a Food Network documentary. I nearly cried when he told me about the chocolate chip cookie—it was poetry, pure and simple.

When Ben handed me my pink box of cookies, he didn’t just hand it to me. He delivered it with the elegance of a Broadway performer hitting their final note. I felt honored. I felt seen. I felt… loved. Even the napkins he gave me felt like sacred scrolls.

Crumbl, please protect this man at all costs. Build him a cookie statue. Give him his own apron embroidered in gold thread. Because while cookies are temporary, Ben’s legendary...

This place either is understaffed or they just don't care. its the only location in Tucson and I was in the city for the day, I ordered online 3-4 hours before for a walk in pickup for 3 cookies. After standing around at the pickup counter till past my pickup window time and after they assisted everyone else except me I just walked up to ask about getting my order. Only to be told 2/3 of my cookies had an hour wait to get them (not even a minute after a staff member dropped a pan of another type of cookie) and then asked me to come back later. I tried to explain that I couldn't as I was leaving the city, eventually they offered a refund and told me it'll take 3-5 days to come back so the points I used to get those cookies which would mean I couldn't even go to a different store in another city to get them. Not that they cared, and not that my issues are a businesses problem but I went through a lot of hoops to get to be able to get this order placed and the amount of time and gas I wasted to get all the way up there to be told they couldn't fulfill my order? Horrible customer service. if you're able to go to another location I wholeheartedly recommend it, if just for better staff and service because the cookies are good IF you...