Crumbl — Restaurant in San Diego

I am updating my review because of an extremely positive interaction I had with the new manager after voicing my concerns about the app and the way it was misleading for contactless pick up orders. Long story short, I had ordered contactless pick up but when I received my cookies, one of them had been replaced with the generic chilled sugar cookie (our least favorite flavor) with zero explanation. I went back to tell the employees that they gave me the wrong cookie but the lady said they ran out of the fruity pebble one (the one that I ordered) so they couldn’t do anything about it. I was able to talk to Italia, who listened to my concerns about having to pay in advance and not being guaranteed the exact cookies you paid for, and then not being followed up with the substitution that took place. She explained that contactless pick up is not the same as preordering so unfortunately it won’t be guaranteed each time when the supply runs out. We’ve been going to Crumbl almost weekly ever since we discovered it over a year ago, and we absolutely love Crumbl and share it with all our friends and family. That being said, they need to update their app or ordering system so that a customer is guaranteed the cookies that they paid for. Italia noted that feedback and she said she will also make sure the employees are trained so that there is no more future miscommunication. I am very satisfied with the way Italia handled my situation and she was able to turn this experience around through her professionalism. Thank you Italia, Crumbl needs to hire...

Crumbl and this specific location is usually fantastic but this particular rating is reflective of last week’s shortfall in service and customer experience. We worked with a catering specialist to arrange for a 9 am pickup for a large order on the day of our wedding. The specialist assured us that she’d have the order adjusted to 9 am ready despite 10 am being the earliest option to select online. When we arrived minutes after 9, the staff quickly told us that our order was due to be ready at 10. That was a bit frustrating but after I explained to them that the coordinator assured us it was going to be adjusted, they said they were already boxing the order and it’d be out in 10 min. No big deal until it was approximately 30 min later and I had to ask them where we were at with it. They said they need about 10 more min and the order subsequently came out in about that amount of time. Not their fault but the box ended up being larger than we expected; the only thing that stung about it was that in a moment where the staff had some opportunity for some service recovery they let us know that they could rebox in smaller boxes but made sure we knew a fee per box was required. Ultimately, the day still went on to be as special as we hoped but it’s definitely still a bit disappointing that the one thing that went wrong was caused by our favorite cookie spot. It was clear that there was a breakdown in the business’ planning and communication with errors that could’ve...

Revolving menu, makes you addicted to come back and try for more even if a week is off with flavors. Sometimes certain ones are too sweet or lack the expected flavor but texture is pretty good. Flavors are creative and good in size, worth the cost. So far their cornbread is my top fave alongside their oreo marshmallow fluff.

It's best to download the app and order curbside pickup because the lines and wait time is a hit and miss. I'm glad I gave this place a try after an a-ok experience the first time ordering in person. Long line, unorganized with the influx of people waiting and picking up orders and items being sold out. I ordered in-person the first time at night waited over 40 minutes and didn't realize until I got home I didn't get what I ordered & that's most likely because the items I wanted sold out (banana cream pie & red velvet 😒😭) Would've been nice if they told me when I received my order.

I've ordered their ice cream. Small in size buy so good! Quality flavors!

Pro-tip for ordering via app, do it ASAP in the AM because even curbside pickup slots can become unavailable. & parking lot is hectic. I've come for curbside a few times. The first 2 times were a breeze, this last time busy. I was 5th in line on the app, waited over 15 minutes and nobody came outside to deliver after nearly 10 minutes from my app saying to enjoy that I had to go inside to get it. It was on their counter. Maybe they were short staffed...