Crumbl — Restaurant in Virginia

I had an extremely disappointing experience at the Reston location. I put in a large (144 cookie) order online. When I showed up to the store a few days later to confirm the order and ensure payment was complete, I was told that there was no record of the order. I brought up the confirmation on my email on my phone, but still the store could not confirm my order. I had to wait an hour while the store associates contacted someone at the office named Izzy. Over the course of that hour there was a lot of texting back-and-forth between the worker at the store and the person I had placed the order with (Izzy) as they tried to troubleshoot the issue. Ultimately, I was instructed to put in the order again, which I did. I paid for the order that day and confirmed a pick up date of February 13 at 5:00 PM. Fast forward to the pick up date—- when I arrived at the scheduled day and time to pick up the order, the store associates appeared very nervous and confused as they had not yet started the large order. I was told to come back in 25 to 30 minutes. I did as I was told and arrived to pick up the order and had to wait an additional 30 minutes. Once they brought out my cookies, I noticed that I was still 24 cookies short and asked them for the additional 24 cookies which I had ordered and paid for. I was told it would take another 25 to 30 minutes for them to complete the order as they had miscounted. I waited the extra time and came back for the rest of the order. Unfortunately, because the store workers rushed to make the order, they placed the hot molten lava cookies directly in the box. Because of this the cookies melted to the box and hardened. At the event, it was extremely hard to get them out of the box as they were stuck and were crumbling, and became extremely messy. Given such a disappointing experience for a large order, I reached out to the corporate Crumbl website. I was told that they would be reaching out to the local Reston store so that video footage could be reviewed and training opportunities could be identified. Additionally, I was told that a manager from the Reston store would be reaching out to me to offer an apology. It has been one month and I have received no apology or information. Needless to say, I will never be returning to...

Ive been an avid crumbl goer for about over a year now and was super ecstatic to find out that a new location opened up in Reston! I’ve frequented this location almost every week since it’s opening and the service is always superb. I make sure to go on weekdays when there’s no wait, and when I’ve gone on busier days, I’ve received a few free cookie vouchers which is a nice compensation. My ONLY concern with not just this crumbl location, but all crumbl cookies in NOVA is regarding them undercooking their cookies. I always recommend Crumbl Cookies to soft-baked cookie lovers. People who like crispy or “crumbly” cookies wouldn’t be satisfied with this chain as they somehow always borderline undercook all of their cookies. I don’t know if this is an issue with protocols or fast, overlooked baking due to high demand, but I believe this can easily become a safety concern if not properly regulated. I’ve never gotten sick from eating at crumbl, but there’s been times where I’ve questioned if it’s okay to finish a cookie because the inside is completely raw and the consistency being that of cookie dough. Ive heard similar complaints from crumbl goers all over the states. I really do hope the franchise cracks down on this issue before someone gets seriously sick! Other than that, I absolutely love crumbl and will probably be there...

UPDATED MUST READ!!!!

I walked in practicing Ramadan and was met by the franchise owner. She was extremely polite and extremely kind. Once you open the door you are welcomed warmly and they say, WELCOME TO CRUMBLE!. It's a very warm welcome and very kind. I had the honor of speaking to one of the owners and I will say this.

Cruble, I am so happy a family like business is here!

Alot of people worry about job security specially women who may become with child on the job. A owner stated to me and asked publicly to her Manger what is our policy on pregnant women. They will have a job when they come back and they will be supported!

Also they are very supportive with multi culture and support Ramadan and the owner was very aware and very respectful.

I strongly encourage everyone to visit them and as they say on Bruce almighty.....

THATS THE WAY THE COOKIE CRUMBLES.

I will be returning and I do support this business! I can't verify them as halal but their friendliness is halal !

UPDATE

After I have broken my fasting I tried to sneak in but was noticed. I ordered the Peanut butter cookie... At first glance it looks so so... but when you take a bite of this.... It melts in your mouth! It's so amazing!!! I have attached a photo of me taking a piece...