Crumbl — Restaurant in Rochester

I’d first like to say that the cookies are absolutely delicious and the concept of new flavors every week is awesome! I have been to crumbl in Rochester every week since they started here and while I do enjoy it a lot, I do also have some input. Every time I have been they’ve been sold out of multiple flavors (I understand, super busy and they’re made in house) however there is no way to tell until you get in the store after a 20-30 minute wait outside in line. I think the app in Rochester has a glitch because it always says it’s booked for curbside pickup so you can’t tell on the app what is in stock either. I think it would be a good idea to implement a chalkboard style list on the sidewalk of what is currently in stock/ out so those who are waiting for certain cookies won’t be as disappointed when going in and seeing what they want isn’t there, also saving employees from dealing with upset customers (which I have seen, it’s not the employees fault guys!) At the end of the day the cookies are awesome, the workers are friendly, just be prepared to enjoy some sugar and chocolate chip because there’s a high chance several new flavors will be sold out.

Edit: the last two weeks has gotten a lot better!! The lines have not been as long and they’ve had a lot more in stock, the employees are much more upbeat and the store has been super clean as well! It appears the app is also working now. Huge improvement, awesome job guys!! I’m...

I order cookies for my daughter's birthday for her job and they were almost raw. I had never order cookies or tasted the cookies from Crumble that was my first time and I had a very bad experience and on top of everything else the staff was very rude. I don't think I will be coming back to your establishment because if I'm paying my money for something I expect it to be right and I also expect to receive good customer service if the don't like their job or if they are having a bad day that's no reason to take it out on your customers. I expect to be treated with respect and dignity if I'm paying my money for something and it's so unsanitary for your employees to be touching cookies after they have touched the door handles when they took boxes of cookies to a curbside pickup without even changing their gloves the employees came right back into the store and started handing a customer money and the cookies with the same blue gloves and another employee did the same thing with her clear gloves on they didn't change gloves or wash their hands and that's not proper sanitizing and especially nowadays with COVID-19 and so many diseases.I work in the Healthcare industry and I know how important it is to wash your hands and change your gloves and if a person is touching money and door handles without washing their hands or changing their gloves do you understand how many people can get sick from...

⭐☆☆☆☆

I’m really disappointed with my recent experiences at Crumbl Cookies. It started when we attended a Grizzles hockey game where the teams scored a hat trick, we were told that each ticket included a free a chocolate chip cookie.

However, when I went to claim them, the next day they were open, I was informed it was actually one cookie per person per ticket, which was frustrating since I was picking up for my family and friends who couldn’t make it because of schools and work.

Later that same, my husband and son went to the store to claim theirs, only to be told they had run out of cookies and should come back the next day. When they did, they were told again that there were no cookies left.

Then, last week, I went to use a gift card and decided to get cookies for my friends who never got theirs from the hockey game. I asked if two of the cookies could be put in a separate container since they weren’t coming home with me. Instead of offering any helpful customer service, the employee just mumbled without making eye contact that I’d have to pay extra for a separate box. So, I left with all six cookies crammed into one box, icing everywhere, making a mess.

Between the misleading promotion, the unavailability of cookies, and the lack of basic customer service, this was such a frustrating experience. I won’t be returning, and that’s disappointing because I used to...