Crumbl — Restaurant in Texas

I wish I took a picture of the first whole brokie before my husband sent it back.

Very inconsistent quality the cookies are not always cooked all the way through. Went when they first opened cookies tasted good and cooked properly. Then after that tried a few times and cookies were always raw. Went back a couple nights ago after months cookies were perfectly cooked. Went tonight brokie was completely raw, cut into and the brownie was still batter to the point that when I cut it and lifted it up from the pan part of the brownie batter leaked onto plate (forgot to take pics of the whole thing) Sent my husband back and he was told it was because they were served right out of the oven and not allowed to sit in the warmer for 15 minutes. He was given new brokies and those were better but still raw! I understand that the company itself wants to serve gooey cookies but there is a difference between gooey and raw.

From what I was told by who I assume is the manager, the cookies are pulled from the oven and placed in warmers. I tried to explain to her that by placing it in the warmer it continues to cook (similar to wrapping and letting a steak or fried turkey rest) Also if they are continuously opening that warmer door before that 15 minute set time is done it affects the temperature and how well the cookies actually set. This is poor training. I've attached pictures of the first brokie brownie batter that drip onto the plate and the still raw replacement brokies and the cowboy cookie we purchased that same time that were perfectly "gooey" to show the difference.

Also I understand that the eggs are pasteurized, but all it takes is mishandling of ingredients from a crumble employee or even manufacturer for a customer to get sick. It happens all...

I entered the Crumbl location F-12 in Cypress,TX on 8/14/23. I wasn’t sure how to order from inside as I always order curbside when ordering a Crumbl. Today for some reason, I decided to stop and go inside. I didn’t hear Roxy (found out that was her name later) say, “Hello welcome to Crumbl”, as she was training an employee. I waited a couple of minutes, but no one said anything further. Initially, I was very upset (not angry), but disappointed because I felt I was being ignored. I walked out, and decided I would take a picture of the store and do a Google review. Well, before I could drive away, Roxy walked out of Crumbl and approached my car and began to apologize (which I felt in my ❤️ she was very sincere) and she explained how to order while at the counter. First I must say, SHE DID NOT HAVE TO COME OUT OF THE STORE TO TALK TO ME! She went above and beyond to take care of me, and made sure I was okay. I truly did not expect that type of service from Roxy or anyone as it was me who did not know how to order inside. Second, Roxy then was so kind to get me two cookies before I left, and brought them back outside to me while I waited in my car. The temperature was 102 degrees in Cypress🥵. Her actions made me feel so appreciated and special as a customer. Service like Roxy gave was stellar! THANK YOU ROXY!!!!!!!!!!! You are AMAZING and I sincerely APPRECIATE YOU!!!!!!!...

I'm a frequent Crumbl Cookies customer, often ordering for work events. I've consistently been impressed by the friendly staff across multiple locations, which is why my recent experience at the Cypress location was so disappointing.

Despite setting a specific pickup time and arriving 30 minutes after that scheduled time, none of my cookie boxes were ready. I then had to wait an additional 15 minutes while they prepared my order. To make matters worse, the employee who eventually helped me displayed an unprofessional attitude. As she packed my order, frosting from her gloves smeared across the outside of the boxes, and when I politely requested a towel to clean them, she responded in a noticeably rude manner.

This experience was particularly disheartening because it contrasted sharply with the excellent service I've come to expect from Crumbl. While I remain a fan of their products, I hope the Cypress location can improve their customer service to match the high standards set by other Crumbl...