Crumbl — Restaurant in Saugus

I’m writing this in hopes that corporate management sees this;

Cookies from Crumbl are always great. Their stores are clean and quick. Unfortunately, anytime I choose to have my cookies delivered to me, I face issues. That’s not to the stores fault; it’s all on Door Dash. Crumbl needs to break their partnership with door dash. This is the third time I’ve had to go to the store and have my cookies replaced. This time was the worst though, the dasher totally disregarded my delivery instructions and took a whole cookie from my order. Door dash doesn’t take responsibility when you call them, and blames the Crumbl store. The team at the store was very helpful in getting me a new batch and refunding my delivery fee. It’s not their fault at all. But seriously, if I was in charge I would break my partnership with door dash and start using another delivery system because this will cause loss of customers. The team at the store even said this happens a lot. I rely on delivery to get my cookies but I’m not gonna keep ordering and having these issues so I guess I will just have to stop being...

Amazing customer service. Ordered a party box for the unit on night shift. The box was dropped off by doordash and the cookies were a mess (see photo)! This was by no means the shops problem- it was the doordash driver. I called the shop though since I had no way of contacting doordash (the order was placed through the shop… not through the doordash app). The employee at the shop apologized profusely and sent out another box to be delivered without charge! He didn’t stop there…. He waited and called when he knew they would have made it to the hospital to make sure they arrived in good condition (which they did see photo!). Amazing amazing customer service. We will order from them again! (And yes I did place a complaint though doordash customer service email; but without the app and the direct order info, I’m unsure this will go anywhere). I did have the drivers name and submitted that with the photo of what she left us.

I applaud the employees at the Saugus Crumbl cookie location. You did an amazing job! You left a unit of nurses very happy!! Thank...

the workers there are so sweet and are so friendly! the packaging of the cookies are so cute, I love the pink! i got the milk chocolate chip cookie which was absolutely delicious, maybe one of the best cookies I’ve ever had! i also got the salted caramel cheesecake cookie which was also so good, second favorite. I then got the peanut butter bar which was pretty good, the cookie was great, not over powering, but I feel as coming from someone who also bakes, it would’ve been nice if the frosting was more “peanut-buttery”, and if it was, i couldn’t really tell. I lastly got the pecan pie cookie which was good, not my favorite, the cookie part is nice, and the pecan part tastes good! nothing bad about it…however my biggest critique would be the PRICE. Like 4 cookies for like 16? Plus a tip? So $20! I probably won’t ever get Crumbl Cookie again because it’s just not worth it. Especially for such a large corporation, it’s really...