Crumbl — Restaurant in Payson

On July 25th we saw that this Crumbl location had a mystery cookie that's been on my to try list for a long time: the mallow sandwich cookie. Having attempted to get one at the recent Eagle Mtn grand opening only to stand in line for over an hour to not even move a third of the distance with a group of kiddos, we left saddened and very hot in the July sun. So when we saw it at this location we were so excited! We drove what should have been a less than an hour or so drive, that turned into a 2 hour drive due to an accident further up the freeway that put us in a standstill. We felt like conquerors when we finally made it off the freeway with a car of good sports. We were greeted warmly by the employee. She happily greeted us, though when we announced our order she told us the sad news... They had sold out for the day of the mallow sandwich. Normally I'd just get something else, but with all the effort to still not be able to try it (first world problems I realize) my sadness did show as I found myself saying with discouragement, "Ohhhh, we drove two hours to get here for this." The sweet woman, turned to her manager with kind sympathy to relay the info. As we pivoted to see if we could do something else with the gift card we brought, the manager said she actually had some in the back they were saving for the morning until they could make another batch. I was so amazed! As we got one more cookie and told them one of the mallows was enough, to my surprise not only did they give us the same number of mallow sandwich cookies we were going to purchase, but they only charged us for the one other cookie we got. They gave the mallow sandwich ones to us... On. The. house. Whaaaaat?! Who does that! I've never wanted to cry with joy over a package of cookies, but we were so grateful and I did have tears. So much kindness and all of us were amazed and grateful for that manager and her employee that night. She told me not to share that they still had some there that night until the next day at least... Took me much longer than that to get to writing this massive review. Sincerely though, still so amazed at this store! Thank you thank you! And yes, the cookies were well worth the effort and whatever money spent. They looked amazing and tasted that way too. Soooo. Good! But sincerely the people made it just that much sweeter. We were able to give the cookies to our family and two others that needed a pick me up. It was wonderful because of...

MESSED UP CATERING ORDER — I called almost 2 weeks before Mother’s Day to place an order of 100 cookies for our church congregation. I was told that they wouldn’t know what cookie flavors would be available until the next week and they asked that we give them at least two days before Mother’s Day. So instead, I got online and ordered 100 cookies the Monday before Mother’s Day (a good, solid 6 days before) and paid for them. I got a phone call the same day from Reno, NV, which I ignored because I don’t know a single person that lives in Nevada. Then the day before Mother’s Day I called the store to ask if everything was ok with our order because we never received a confirmation. He said to check our credit card statement and that if I had paid for them he’d look for the order. I found the charge and called the store back and asked if he wanted me to email or text him the statement charge. He asked if he could put me on hold while he talked to his manager. He left me on hold, for what seemed like an eternity with the worst music ever and then gets back on and says “soooo, I found your order, but I’ve got bad news. We had to cancel it because we had too many orders, you know, with Mother’s Day and everything.” He then gave me his manager, Jen’s phone number. Jen told me that they had to cancel the order and there was nothing they could do about it. She said she had called me back and left a message. My voicemail isn’t set up so that wasn’t true. She then said that they had to cancel 2 or 3 other orders. So if there were only a couple orders cancelled WHY would she not text or email me and make sure we knew!! So the day before Mother’s Day we ended up scrambling, trying to find something for the moms at our church. I will never do another catering order with...

If there is another crumbl in your area, I highly recommend ordering from another store. Extremely disrespectful and unprofessional. We ordered a box of four cookies, received the box via DoorDash and opened the box (the seal was not broken) and found only 3 cookies. We called the store to politely ask for a refund. The employee, with no apology told us to come in and get the cookie that was missing and we would be reimbursed. We decided not to waste time to go to the store to get only one cookie. About 20 minutes later my husband received a call from the store stating they checked their cameras and it shows there were four cookies in our box when it was assembled. My husband confused told them once again we only had three cookies and the box was sealed when we opened it. The employee then repeated in very rude tone that they checked their camera and it shows them putting the cookie in the box and sealing it. By this time my husband isn’t going to sit and fight with a stranger over a cookie. But what is upsetting is the way we were spoken to as if we were lying. To whoever manages/owns this franchise, I highly recommend you seek better employees. Very...