Crumbl — Restaurant in Salt Lake City

If I could give this location zero stars I would. I've ordered from them several times and have never had a problem.....until today. I ordered six cookies, including two Easter sugar cookies (with Cadbury eggs on top) for my grandchildren. They got four of the six correct, however, the only reason I ordered in the first place was to get the Easter ones. The others were for their parents. Instead of Easter sugar cookies they got oatmeal something. When I called them to correct the order I was told they didn't have the order, then they hung up on me. I called back and was immediately hung up on without them ever saying a word. The third time I called it just rang and rang and they never picked up. The fourth time I called the guy I talked to couldn't even verify the location was on 2100 South. Once that was verifed he asked me if it was delivered by Door Dash. Please know, I live in Oregon and ordered the cookies from the Crumbl Cookie website. They were delivered by Door Dash, so they told me it wasn't their fault. How in the world would I have any control who delivers the cookies when I order on the Crumbl Cookie website? My husband called back to see if he could get it sorted out. After several minutes of back and forth trying to get the managers name, he was told we could come in and pick them up...again, we live in Oregon! Either before or after that, I honestly lost track of the back and forth, my husband was again told that Door Dash delivered the cookies so their wasn't anything they could do about it. Then the guy hung up on him. Never, ever will I order from them again. Talk about poor customer service! So, in a nutshell, I ordered cookies from Oregon on the Crumbl Cookie website, Door Dash delivered the wrong order and that's not Crumble Cookies fault??? I need a slight edit here - while I have been typing this, Juan called back and in a not so friendly tone said they were going to deliver the right cookies after again saying it wasn't their fault. Ordering cookies shouldn't be...

I ordered a 4 cookies box for clients. If you order on the website more too far in advance the system tells you “we haven’t released our flavors of the week yet so cookies will be selected by the store for you”. I get a text today from the client saying they delivered an EMPTY BOX. And that the doordash driver was laughing as they delivered it. I called the store and the first employee said “well there weren’t cookies selected on the order. Just the box” so I asked “so you thought I paid $20 for a box?” To which she replied “yes.”

I then got the manager, thinking he would know this was insane. To my surprise, he also said exactly what the employee said. He said the order just showed a 4 pack box and no cookie selections. I told him how the website works, and then he said “well we don’t know what cookies you want” to which I told him I already acknowledged it would be the store choice when I ordered on the website and I do not care which ones they send. I paid $20 for 4 cookies. Not $20 for an empty box to be delivered to my clients. Like, what?! I am blown away. first off, why would anyone order a box? And second off, why wouldn’t they call me before sending an empty box to my clients?

I ordered Crumbl cookies at least 15 times every month for my clients. I am beyond surprised multiple employees and manager of this store didn’t have the common sense to make a phone call. And even worse, they actively chose to send an empty box to someone. Had it delivered by doordash and everything. I’m obviously a little heated right now, and probably shouldn’t write a review when I am. But the lack of common sense is absolutely mind blowing. How embarrassing it is for me to have that delivered to clients.

They refunded my order and sent a new of 4 box with cookies to the client in order to resolve the issue. But I am rethinking using Crumbl for all of my...

I love Crumbl cookies but cannot recommend. I placed a catering order for my wedding. I never received any confirmation email/text so I called a week before to make sure everything was set. I called the store and they quickly confirmed they had the order and it would be ready Saturday. The employee was a bit dismissive and quick to hang up, but I was just glad to have things confirm. I arrived to pick up the order Saturday morning at the requested and confirmed time and the employees were shocked. They said they didn’t have the order written on their whiteboard (though they also found it in their system immediately) and didn’t have the order. While they offered a refund, the cookies were for my wedding and I didn’t have a back up plan. When we asked if they could make them ASAP, they told us they didn’t have the ingredients (sugar specifically). They said we could try a different store, but the other stores “didn’t usually answer their call” and weren’t sure if they could make them with such short notice. At this point, we were super frustrated and disappointed. After some negotiation, they said the should be able to make the cookies but we would have to come back later that afternoon. In the end, we did get the cookies hours later (having to arrange for someone else to pick them up bc it overlapped with our rehearsal). No discount or partial refund was offered to remedy the situation or apologize for the clear error by Crumbl. In fact, no apology was made at all when the order was picked up. If you’re looking for a reliable place to order and cater treats, I recommend...