Crumbl — Restaurant in Phoenix

There are three basics areas that determine how likely I am to frequent a place, quality of the product, cleanness of the store, and the customer service. If any one of the three is off then it makes the experience less than ideal. If one of the three is horrible then it will impact whether I ever go back. Unfortunately, I had an experience at the Ahwatukee location in which the customer service didn't come close to meeting expectations and the result is that it will be my last visit. My daughter had went in the store to order 6 cookies. When she got home, we found that three of the cookies were incorrect. We called the store and spoke to Beth, the shift manager, and informed that we had the wrong cookies. She explained that she could "exchange" the wrong cookies for the right cookies. We explained that if we were driving back down to the store that we felt that something else should be done to compensate for our time and inconvenience. We even suggested that she just let us keep the wrong cookies and let come and get the right cookies. She said she couldn't do that. Frustrated, I went in with all 6 cookies and got her to provide a full refund. She wasn't apologetic or concerned for the inconvenience. The next day, when I contacted the corporate support team, they confirmed that it is their policy in cases when the wrong cookies are received to let the customer keep their cookies and come get the right cookies for free. Seems simple enough. I also wrote an email to the owner of the Ahwatukee store, and Melissa respond the next day explaining that although her crew didn't repeat back the order, or open the box when giving them to our daughter, both things she admitted were part of the training and process, she wasn't able to do anything for us. In fact, instead of trying to make the situation right, Melissa just explained that she had reviewed the camera footage and verified that the mistake had happened the way I described, but said, "Mistakes happen. We are all human." Yes, Melissa, we are all human and make mistakes. The difference then is how we deal with a mistake once we make it. You had an easy solution in front of you, that also seems to be your company's policy, but chose to handle it a different way. The cookies are good, the store is clean, and your service is sub par. Worse, you make excuses instead of just rectifying the situation. Good luck to you. I will chose to take my...

I love Crumbl cookies but the service I received on 8/7/2024 when entering the Ahwatukee location was highly unacceptable and upsetting. On 8/7, I placed a mobile order for pick up. I walked in the store to what I thought was the pickup side. There was a family waiting for their cookies and I politely waited my turn behind them. They received their order from an employee and left, so I walked up but the employee just walked away. There was a different employee helping someone at the register. That employee proceeded to help another customer that had came in after me and when they were done, they got that customers order and gave it to them. They then proceeded to walk past me as if I was not there to help another NEW customer that had just came in. At this point 2 employees have walked away without even acknowledging I was there as if I was a ghost. I then interrupted before he could help the next person and said “Excuse me, you don’t see me standing here”. His response was “Yeah”. So I asked “You just wasn’t going to help me or say nothing”. He then rudely ask for the name of my order as if I did something to them. The other employees got the order and laughed while doing so as if it was a joke. I truly don’t know what I did to deserve this treatment. If I was not in the right spot for pickup, that should have been said instead of ignoring me as if I was invisible. This was the worst service I have ever received and I did nothing to provoke it. I’ll be sending a letter to Corporate Crumbl also because no one deserves to be...

Crumbl sells the world’s priciest cookies, and I enjoy gifting and eating the cookies only if I don’t think about how much they cost.

There’s usually a flavor or two that are intriguing and worth trying each week, and a couple of flavors that make me think they’re just trying to get rid of whatever was last week’s flavor with different toppings. I like that the cookies are served warm or cold, which gives the impression they are fresh.

Most of my purchases have tasted great as far as cookies go. I can’t be as complimentary of the customer service, which is why I dock a star. I often make curbside orders, and picking one of those up take forever! Make sure you have enough time, and are not in a hurry.

Once we waited for 10 - 15 mins in the parking lot only to watch an employee deliver what I knew was my order to another car. After several minutes of no response, I had to walk into the store to request my order, which they claimed was already delivered, and then wait another 15 mins while they prepared my order again after everyone else who walked into the store after I parked. The other driver got to drive off with his order and my dozen cookies, which they let him keep. Because I had already pre-paid tips online, I was a little annoyed, especially because staff did not even acknowledge the mistake or delay when they finally delivered my order. So be aware that when you order online, and prepay tips, that does not ensure prompt service, and online orders can take a lot longer than just walking into the store to...