Crumbl — Restaurant in Town of Poughkeepsie

I came in with low expectations due to a poor first experience at a different Crumbl, but now I can see why there's a strong following for this cookie shop.

Everyone has different preferences for what a cookie should taste like and what the texture should feel like, so if you're not on board with a butter and sugar forward dessert then I would look elsewhere. These are soft and warm cookies when they're handed to you, so if you're looking for something crunchy then I'd suggest waiting a couple hours for them to harden or just skipping.

With the caveats out of the way, I really came in expecting a flop. That was not the case. The baking and prep areas were clean and organized even for Day 1. Ordering was quick and painless, the staff was attentive, and as a franchise I believe this one will be well run.

What Crumbl does well is branding towards a younger audience and this location was no different considering the opening day turnout. Although I was initially concerned that this store's location would make it less than ideal for foot traffic, it's clear that the young people in the Mid-Hudson Valley have little interest in visiting their local mom & pop bakeries that offer no flair whatsoever. Crumbl is going to steal a lot of business if local bakeries can't sharpen their brand to appeal to younger audiences.

As for the actual cookies, I have little to complain about taste-wise. They are sweet, they have a buttery flavor, and I think they do a decent job of offering a differing variety so that everyone has a chance of enjoying at least one kind. While the ingredients aren't going to be absolutely top quality at a chain bakeshop like this, the recipes and prep are balanced well enough to warrant the nearly $5 price tag per cookie. "Is $5 per cookie worth it?" is a personal question that you need to ask yourself. To me, if the same level of quality is certain, $5 per cookie is worth it. It's large and filling enough to be considered a full sized dessert. But if you're imagining a batch of cookies you made at home from a prebatched roll of chocolate chip cookie dough you bought from the grocery store to be a much better value then Crumbl isn't the place for you.

Overall, I wanted to give Crumbl an average or below rating, but they've earned more. I was prepared to give a 4 star review at most, but I cannot actually come up with anything negative to say. All 6 cookie varieties were enjoyable, but because this location seems very well run, it gets the full 5 stars from me. Well done and welcome to the...

So while the cookies are usually good, the customer service, technology in the store, and the app are terrible. Other than the first day the Poughkeepsie , NY store opened, I've been in 5 times - almost every week. And the store is filthy considering they've only been open for a little more than a month. The cookie boxes are covered in crumbs or other stuff from the kitchen. The cookies also seem thrown in the box because they always end up getting stuff from one cookie onto the others.The first 2 weeks, the app wasn't working so I couldn't pre-order my cookies to pick them up. I went to the store and the tech is down there also, so I can't order in the kiosk, nor can I use my rewards for my one extra free cookie. Other than the first day they opened have I ever been greeted, looked at in the eyes [as their customer review asks] nor have I been spoken to unless I said something first. As a matter of fact, I went in 4 days ago and not only was I not greeted, 2 female employees full out ignored me to speak to 2 guys even though I made eye contact with one of them 2x because I was unsure of how to order since I was paying cash. If it weren't for the cookies being pretty good, I'd never set foot back in there ever again due to the utter lack of customer service and rudeness that I experience in that store consistently. What a joke. That franchisee better retrain his staff or that location is gonna close down pretty quickly because the customer service is awful. And Crumbl themselves need to get their app working or I'll be uninstalling that as well and letting friends and family to do the same since it...

I've went in once and have had delivery through Uber Eats twice. The first time going in, it was crazy and it seemed as if everyone working was confused. It added to the confusion of the customers. It took several minutes to get acknowledged. But they had recently opened and I understood.

The Uber Eats page is not updated. I ordered what was listed amd got nothing that I wanted. I didn't realize wasn't up to date after my delivery was all wrong.

Tried Uber Eats again. Page is still.not updated. So I ordered six pack of cookies and 2 singles. On the 6 pack special instructions I wrote in 3 strawberry cheesecake and 3 Dubai chocolate brownies. On 1 of the single cookie order specials I wrote chocolate Mallow cookie. The other peanut butter munch. At the very end instructions I wrote if cookies aren't available can you contact me, since the uber eats order form is wrong. I got 1 cheesecake, 2 peanut munch, 1 Mallow, and 4 cookies that will go into the garbage because nobody will eat the chocolate chip, the pumpkin, or the pink. I understand maybe they are to busy to reach out to get $20 worth of cookies right but maybe if you dont contact the person, replace them with the flavors you do have from the order, rather than random flavors. Again maybe they are to busy to reach out, but then maybe they shouldn't offer delivery on Uber Eats. It's a shame because the cookies are good but it's not super easy to get over to where they are from...