Crumbl — Restaurant in Phoenix

Update 12-7-2024 This is the closet location to our house. This location opened at 8:00 am. My husband arrived when they opened. He ordered the Jimmy Fallon Candy Cane Brownie. Our card was charged three times for one brownie and he had to wait 15 minutes for it to be made. This brownie was horrible. You can see in the attached photos and video that it was not made as advertised. Putting frosting on the top of a hot brownie is disastrous, as you can see in the photos and video. These gourmet desserts are too expensive to make these costly errors. See what I received versus what was advertised. This is a shame and this location needs to do better.

Update 10-9-2024 Customer service was horrible. I was not greeted or welcomed into the store. The cookie I paid for did not look like the one advertised. See attached photos: the one advertised and the one I received. The employees were not helpful and stated the this cookie was premade. This location has too many inconsistencies. Do not go to this location. I do not recommend this location.

Update 1-10-2024 I have been a loyal customer since this location opened. I visited this location two weeks in a row and had the worst experiences. I ordered cookies and after I paid, the cookies did not look like the advertised cookies as they always do. When I told the employee that I wanted a refund or exchange, she refused. She then told me that the employee who was responsible made a mistake. There was not an employee present who could give me a refund or replacement. I requested that the employee call the store owner/manager, which she did. These were the worst batch of cookies that I received from Crumbl. This location passed off employees mistakes onto customers without any communication prior to purchasing, which is wrong. Customers are forced to pay for employees mistakes, which is wrong. Customers are denied a refund and exchange when what was purchased was not what was received, which is wrong. I attached photos of the cookies advertised and the cookies I received. The customer service was horrible. This location's change in employees has drastically lowered the exceptional standards of the Crumbl brand. This location is no longer a stellar location. Prior to my review, I did email this location and no one responded. I do not recommend this location. Do not go to this location.

These are the best local gourmet cookies! I love these cookies. The variety is wonderful. The price is reasonable and the cookies are big. I pick up the new weekly cookies every Monday. I highly recommend...

This review reflects the customer service and not the actual product. This place only has great reviews because the cookies are pretty good. Customer service wise, this is one of the worst places I've been to. Nobody greets you. I had to ask for help, since I realized they were clearly not going to greet or ask if I needed assistance. I then say, "excuse me, where can I check in for an online prepaid order?" The girl asked me for the name it was under, and didn't say anything after I responded. She then goes to her computer screen and checks something. Since she didn't say anything, I had assumed that she was getting it ready(it was supposed to be ready by 4). 15 plus minutes pass and I see her giving other people that came after me their stuff. Mind you, this was the first time I had actually came in as it’s usually my fiancé who comes pickup instead, therefore I had no idea how the process went. So then I asked, "excuse me, how much longer will my order be?". She looks at me and asks again, "what's the name??" Being confused as she had already been given this information, I again, give her the name. All puzzled she Goes over to her computer again, then says, " I can't find it under that name". I said, " well I checked in earlier and you didn't mention anything. I called my fiancé who had placed the order and he sent me confirmation. I again, repeated the name and order and she FINALLY sees it. I walked in around 5:38, and left At 6:12. I certainly won't come back to this location. Not sure how something so simple turned into such an annoying inconvenience. Placed a $70 order, and the fact that I didn't even get a courtesy apology, is just wrong and terrible customer service. The employee I dealt with is Heather. Some other girl came in after to help out and she was nice, and actually was greeting people asking how she could help or if they had placed an order. Had I dealt with her instead my experience would've been completely different and wouldn't had spent 30 plus minutes for a prepaid order. Such a waste of time and...

I usually get a box every week to try out the new cookie lineups to review and almost every single week there’s usually at least 1 cookie in my box that doesn’t have all the toppings as advertised/incomplete cookies and I’ve even received cookies that are completely bare with no frosting or toppings at all. Normally I wouldn’t care too much but it’s hard to miss the mistake of packing incomplete cookies when you have a display of them in the shop so it just shows how lazy the workers are and the cookies aren’t exactly cheap so for the price I’m paying I hope to at least have them completely prepared. I’m fully understanding that mistakes happen but it’s consistently every week so at this point it doesn’t even seem like genuine mistakes but like the workers/bakers just don’t care if they serve them incomplete. Besides that, when I don’t have to return my cookies for complete ones, the cookies do taste delicious and the workers have never been rude/showed annoyance when I have to take the...