Crumbl — Restaurant in Thornton

I waited in my car for over 25 minutes for my order to be delivered, but no one ever came out. I noticed the store had no customers inside, so I eventually went in myself. When I entered, I was not greeted for nearly a full minute, and when someone finally acknowledged me, it was a brief “hello” with no offer of assistance. After I mentioned I had a curbside order, my cookies were simply slid across the counter to me without any explanation, care, or thanks. The box was not presented or opened, and I was left feeling dismissed and unvalued as a customer.

When I checked the order, the cookies themselves were highly disappointing. The Dubai brownies I specifically ordered looked nothing like the advertised photos — they appeared small, lacked visible layers, and were generally unappealing. The chocolate on top had turned white and crusty, making them look unappetizing. Additionally, the one warm cookie I ordered was completely cold, likely from sitting out too long, even though it was meant to be served warm.

This experience was particularly frustrating because I had planned this curbside pickup as a surprise for my sister on her first day of school, after driving 40 minutes to get to the Thornton location. Instead of a joyful treat, the cookies looked unappealing and did not meet the quality I expected from Crumbl. Additionally, the customer service I experienced was unacceptable.

I am highly disappointed with both the service and the product I received. I would appreciate it if this situation could be rectified, whether through a refund, replacement, or another appropriate solution. I truly hope this feedback is taken seriously so that future customers do not have the...

We have been going to crumble in Thornton since the day it opened, it is nearly a weekly trip for our family. The cookies are great but the service and friendliness of the workers has taken such an extreme downward spiral we will never return to this location after tonight’s experience. Tonight we went in and ordered a box of 4 cookies, and had earned rewards for a free box as we are here all the time. One of the cookies ordered was the peanut butter brownie. My daughter has a severe peanut allergy so we asked to have that cookie in a separate box. The box is $.25 which was fine and we were happy to pay for it but when we went to pay the card wouldn’t be accepted because it was less than a $1 transaction. We had no cash or other option to pay for it. The lady at the register told us “there was nothing she could do and she would just put it in the big box with the others.” The peanut butter cookie was already in a separate box at this point on the back counter and she proceeded to tell the other worker to take it out of the small box and put it into the other. In the process 2 of our 4 cookies were broken due to rearranging and sitting out for 5 minutes while trying to make the cards work to pay. The lady took one of the broken cookies out with her hand, through it in the trash then slammed a new one in the box and shoved it towards me with a sly remark. With all of this hassle my daughter now cannot eat any of the cookies because the peanut butter dripped throughout the box. Very disappointed in the downhill turn this place has taken as we will...

First of all let me just say that the cookie are amazing! My favorite is the sugar cookie (the one with pink frosting). Everything would have been perfect if we would have received our cookies the night we ordered them. We got our cookies almost 24 hours later because the delivery guy decided to go home for the night instead of doing his job and delivering our cookies. (We only found this out because when we called the next day to see why we never received our cookies this is what the manager told us).WOW! The manager my boyfriend spoke to was apologetic and said he would refund our money. (We still haven’t received our refund but I suppose I’ll give it another few days). And would send us cookies right away. We received them FINALLY and they’re delicious and it’s honestly my new favorite cookie. My aunt used to make cookies like this when I was a child and it brings back so many happy memories. Anyways the manager did try and make it right and was honest with us about why our cookies didn’t make it to us. Advice for your delivery driver... if you decide that you wanna go home for the night and not do your job then at least have the decency to call the customers and let them know your not coming... we literally stayed up all night for you and wondered if you were coming or if something bad had happened. It’s not cool to charge a customers card and then not show up. I would have given 5 stars if the employee would have done his job. I will definitely give this place another chance because let’s be honest here.. the cookies...