Crumbl — Restaurant in Saint George

I had an incredibly disappointing experience with the St. George Crumbl team. I placed a catering order for my grandmother’s funeral luncheon on March 15, 2025, with an 11:30 AM pickup. I had placed this order two days in advance, on March 13, to ensure everything would be ready on such an important day. Yet, when I arrived—even running late due to the burial—I was shocked to find that my order had not been made at all.

The staff claimed they never saw the order and then asked when I placed it, as if that changed the fact that my nearly $200 order simply wasn’t prepared. Instead of being upfront about their mistake, they scrambled to start baking without even communicating with me. Were they really expecting me to just stand there and wait while they rushed to fulfill my large order on the spot?

To make matters worse, when I walked in, none of the three employees acknowledged me, despite the store not being busy. I stood there in silence until I finally spoke up—kindly and patiently—but even then, they barely engaged with me. When I asked for a refund, the employee I spoke with wouldn’t look at me, showed zero empathy, and barely even apologized.

I even told them the order was for my grandmother’s funeral, hoping they would understand the significance of the situation, but they simply did not care. There was no urgency, no apology—just indifference. It was one of the most unprofessional customer service experiences I’ve ever had.

I am not someone who leaves bad reviews, but this experience was beyond unacceptable—especially on an already devastating day. As someone in the food service industry, I understand that mistakes happen, but the complete lack of accountability, communication, and basic customer service made this situation even worse.

As I stood in the store, overwhelmed with frustration and grief, tears started streaming down my face. The employees showed no concern, no compassion—nothing. I left the store, rushed back to the chapel, and cried in my car over the interaction. This was the last thing I needed while grieving, and I’m extremely disappointed in how it was handled.

To make matters worse, I have since reached out to the location twice and have yet to receive any response or acknowledgment. I have also reached out to corporate and am currently waiting for a reply. I hope Crumbl takes this situation seriously and addresses these major issues in customer service and order...

I ordered a delivery of 4 cookies from the app as a gift for my mother that just had surgery. I received the text message from Door Dash that it was being delivered and that it was delivered. I texted my parents and they had not received anything. I looked at the delivery photo and it was left on a dark doorstep. I responded to the text message and they said the driver will contact you. No one contacted me. My father went checking the doorsteps of neighbors and found it. The next day I texted the Door Dash text number and it said this number is no longer accepting messages. I tried contacting Crumbl Corporate and they advised to contact the local store. I emailed them and they took days to get back to me. When they responded they said Door Dash was a corporate issue and they couldn’t do anything. It’s a huge run around with none of the three parties involved taking responsibility. Poor customer service and I will never spend my money at this store again because of it. Too much money for cookies to be delivered to the wrong house. Also, very crazy to have to tip the driver before your order is delivered because they don’t have to do their job correctly nor...

I won’t deny that Crumbl cookies are delicious, and I love how the menu changes every week—there’s always something new and exciting to try. However, I’ve consistently noticed that the customer service is lacking. About 95% of the time, the employees keep their heads down and avoid any interaction, which makes the experience feel cold and impersonal.

Today, unfortunately, was the worst visit I’ve had so far. I completely understand it’s Mother’s Day weekend and likely one of the busiest times of the year, but that shouldn’t mean customer service goes out the window. I wasn’t greeted at all, which is already a common issue, and the only time an employee spoke was to call out my name. Not even a quick “thanks for your patience” or acknowledgment of the delay.

What really pushed me to finally say something was witnessing one of the employees—while assembling the boxes—touch their nose, and then, without changing gloves, touch their hair and hat before handling my order. At that point, what’s the purpose of wearing gloves at all?

I’m sharing this not to be overly critical, but because I truly enjoy the brand and want to see the experience match the quality of...