Crumbl — Restaurant in Santee

June 4th 2022. VERY bad service. Cookies were raw in the middle.

After waiting for the initial 15 minutes, which I thought was excessive already for cookies that cost nearly $5 each, I returned my daughter's order and showed them the issue. They tried to tell me (someone who has been baking for over 30 years) that they intentionally cook them raw in the middle so they can "finish cooking in the box." Reeiiggghhttt.

The gal that ended up taking them back said they would give us a whole new order and that it would be about 20 minutes. Well, an hour and ten minutes later, I asked to see the manager and explained the issue and that we were STILL waiting for four cookies.

His only question was, "Did anyone not come and ask you about your order?" I explained that the gal that took the cookies back told us it would be about 20 minutes. He apologized and at that moment, conveniently, another employee walked up to the manager and handed him a box with our cookies. My daughter said the girl rolled her eyes when she handed the box to the manager. He then handed us the box and appeared to be satisfied.

I told him the wait time was more than excessive and the service poor. He walked over to the register and grabbed two coupons each good for one cookie and again appeared satisfied with himself.

I told him that was a very bad customer service response to our issue at hand and that if I was in his position that I would have given the customer (in this case me) a dozen cookies AND a refund. He clearly was amused so I simply told him we would not be giving his company future business and that he would get a bad review.

So, take CAUTION if you decide to go to this place. I do not know if the other locations operate the same but the one in Santee Town Center gets two big...

I was pretty upset when I wrote the review below. While what I described below did happen I am glad to say Crumbl stepped up and made an effort to win back my business - which they have. The cookies are delicious and my experience at this shop yesterday was a great improvement. So I am modifying my negative review to a positive review. Thank you Crumbl Santee! I will continue to be your customer.

I ordered 8 cookies, and after a 25 minute wait I left with 2 cookies. The store ran out of 2 of the 8 cookies I ordered. With no suitable substitute they offered to cancel the cookies. Meanwhile I saw 2 cookies not available on the app. I ordered those two cookies and asked them to put the cookies in the order with the 6 other cookies I was waiting on. Which I believe they agreed to. 10 minutes later they called my name and presented 2 cookies. “Where are my other 6 cookies?” “Oh when we cancelled your order it was the whole order.” Meanwhile more cookies sold out. So after a long wait I left the store with only 2 cookies. The cookies order was intended to be dessert for a dinner I was on the way to attend. Embarrassing. There was no effort made by the store to correct this oversight. They were apathetic and shrugged their shoulders. Huge disappointment. The cookies are great but the way I was treated was...

we got a batch for the first time yesterday and got a taste of each flavor they had then... I don't if we were just unlucky or if this place isn't actually good with cookies but the flavors were just not good on the cookies themselves. The Boston Cream was absolutely great... until you bit into the cookie. The cookie was definitely not a match for the topping... I couldn't tell exactly but maybe the taste had too much salt or not enough of something else. The Red velvet was so plain and bland if I blindly tasted it without knowing what it was I would've thought I ate a sugar free cookie with white chips in it. The snickerdoodles.... for shame.. If I can make a tasty snickerdoodle with a recipe from a google search you'd think a specialty place would do better but nope not snickerdoodly enough. Lastly, maybe this might be a preference of chewy(?) cookies or not but I feel like the insides were slightly undercooked rather than a "chewy" texture that I can safely buy in a grocery store. Also sidenote the cashiers aren't exactly paying enough attention and seem to let their "free time" extend onto when the store has customers. The area behind them I think for storing/ gathering cookies was definitely overcrowded with...