Crumbl — Restaurant in Paducah

My rating ha6d been reduced with this updated review:

The cookies are always good, sometimes great, and the employees are always nice.

Because the employees are always so friendly, it makes me think my biggest gripe is due to a policy by corporate or local management. This is not an exaggeration. Every time I've ordered from the Paducah location, I have done so from the Crumbl mobile app and every time one of the cookies I have ordered was not available. This is the root cause of my complaint, because each time, when my order is next to be ready according to the board, an employee tells me they are out of the cookie I ordered and they ask "What would you like instead?"

1.) I have never been given the option to wait 20-30 minutes for the cookie to be made. I have only been given the option to replace it with another cookie that they have plenty of. 2.) I ordered over an hour in advance, so I feel this is ample notice to prepare my order and/or save the cookies I ordered so they are not given to those ordering in person at the store.

I wrote off the first couple times it happened as them being hectic since it's new and that they just needed to get used to operating efficiently, but after it happened again today, I realized this is their normal method of operation.

I still like Crumbl, and I still want to order from this location, but due to the frustrating reality that I'm not going to get what I order, I've decided to stop using the app, for two reasons. 1.) If I order in the store, I feel like I will likely know if a cookie I want is unavailable before I complete my order. 2.) They don't start preparing my order until I get there anyway.

I don't want to discourage anyone from trying the Paducah location of Crumbl, but I will say the app has been a great source of frustration and is essentially useless. Also, I don't know why I kept tipping the employees in advance after they repeatedly failed to...

Placed an online order on September 29,2023 to be picked up today. When I came in the store to pick it up it was obvious that the young lady had no idea what I was talking about so I showed her the order on my Crumbl app. She was able to find it but was still a little confused about what I ordered. She ask me what I wanted, now I am confused. I stated that it was supposed to be the cookies of the week. It took her several minutes to put my Order together and when I told her I needed the cookies cut in 4 pieces like the instagram ad showed she said she could not do that but I could buy the cutter from her and do it myself. (Why post an ad if your staff is not allowed to do such a simple thing!) Now the purpose of my purchase was to take them to a lunch I was attending with 8 other ladies and to have these ladies try samples of each of the cookies. This sampling did not go as planned but the ladies that where able to break the cookies apart liked them. Not a big fan of the “Big” cookies.

11-13-2023 I received a reply from the owner today. While I personally am not a big fan of this type of cookie - that does not mean they are not good, remember different taste for different people! What I am a big fan of is a owner or manager listening to the consumer. It takes someone that really cares about their business to reply or to use comments as a training tool. I don’t expect anything from this business, but I truly appreciate that the owner responded. That shows me just how much they do care. It’s for that reason I am changing my...

Ambiance/Atmosphere: Walking into this cookie shop felt more like entering a robotic factory than a welcoming bakery. The atmosphere lacked warmth, with staff seemingly more focused on their tasks than acknowledging customers. Ordering via a kiosk against the wall proved challenging, as the menu was positioned high above. I had to consult another customer to understand the process, highlighting a potential barrier for less tech-savvy individuals, like older adults who may struggle with self-service ordering. The lack of seating, just a small waiting area, is another potential deterrent, especially for those who cannot stand for long periods. Service: Despite the presence of multiple staff members, none were actively taking orders, resulting in a lengthy wait. I stood in line for approximately 20 minutes before my order was ready. My only interaction with a staff member occurred when they presented my cookies and inquired about their accuracy. Food: This is where Crumble Cookie truly shines. The cookies are exceptional, justifying the higher price point. They are soft, chewy, and perfectly baked – a stark contrast to many disappointing cookie experiences. I ordered 2 Funfetti, 2 Chocolate Chip, and 2 Oatmeal Skillet cookies. The Funfetti and Chocolate Chip were exemplary, while the Oatmeal Skillet cookie was a delightful surprise. It resembled a heavenly homemade oatmeal cream pie, with rich buttery notes, hints of caramel, and a light, creamy buttercream frosting reminiscent of...