Crumbl — Restaurant in West Hartford

I've been wanting to go to a Crumbl for a while. First time here and really enjoyed the experience. Pro-tip: order through their app to get points and just pick up at the store. If you order at the store kiosk, you might have to wait a little bit longer. We went after dinner on a Saturday and the place was busy. However, we only waited about 15-20 minutes. There was a screen that shows your place in line and who's next. The kitchen is open air; you can see the employees working. I ordered four cookies for $19.31 with taxes.

The cookie flavors were:

(two) Semi sweet chocolate chunk: chunky chocolate chip cookie with semi sweet chocolate chip and sea salt. A classic. Loved everything about it. The semi sweet chocolate and sea salt go hand in hand.

Pistachio gelato: cookie with buttery taste, pistachio gelato flavor cream, chopped pistachios, and muddy bites waffle cone. Loved the mini ice cream cone and pistachios. The cookie batter was decadent and moist; the pistachio flavor was on point. Would definitely buy again.

French toast: cookie with buttery taste, cinnamon egg wash, buttercream, syrup, and powdered sugar. Delicious. Loved the buttercream frosting. The flavors tied in together flawlessly.

I had a taste of all and they were absolutely delicious (shared with my family and they loved it). They come out warm, so be careful of it falling apart when you first pick it up. Pricing is a little high but the cookies were pretty big. Overall, good cookies and I would...

My Daughter was really wanting to try these cookies so I decided to take the wait. I placed my order in one of the screens on the side and then stood towards the back of the space. After about 15 minutes waiting I noticed the two people who came after me receiving their order. I asked the person in the front where my order was, but she kind of ignored me. After 5 more minutes passed I reached out to “Angie” who seemed to know more about the system. She checked for my order in their computer and she could not find it, she asked me for the last digits of my card and she finally found it on her system but could not find what I ordered. Another person from Crumbl came to help and they talked to each other. I asked for a refund at that point and they said they could not do that and that I had to call my bank to get my money back…???? So I told them just to give me the order and they said they couldn’t and gave me a lot of attitude and told me to place another order and repay again. Angie asked me to “relax” while I was expressing my frustration. Honestly, after 45 minutes in that store, I am extremely frustrated and disappointed with the service. This kid Angie needs to learn how to treat her customers and Crumbl needs to come up with a system that works. In summary, we left the store without our cookies, my little one crying because she didn’t get one and for me, a call to make to my bank to get my money back because “Angie” did not give me a refund. Amazing! Horrible...

I go to this crumble often. Sometimes it’s great, other times it’s not. It’s very inconsistent.i always get the large cookies & I always get the semi sweet chocolate chip cookie if they have it. I love them. The salt with the chocolate chip cookie is heaven. Last time I ordered 3. All went in the trash. They were so dry they had an oatmeal texture. I didn’t call or anything. This time I ordered a 6 pack. I wanted to try the new flavors. The French toast cookie was heaven!!! 4 of the cookies are dough, The pumpkin cheesecake cookie was raw, the chocolate chip cookie dough cookie, the Halloween milkshake and the dirt cake cookie (which also had way too much frosting on it that it was too sweet. My favorite cookie, is missing the best part, the flaky salt on top. For the 30$ I spent plus the time and gas I spent to travel there, I’m pretty disappointed that out of the whole six pack only 2 cookies were edible and only one cookies was prepared the right way. Unacceptable crumble. Consistency is key. I understand mistakes can happen but weekly? And I’m just one customer. Consistent training of all employees is important, especially when they are preparing the items for you. I only have 3 photos of the cookies because we killed the French toast one and the dirt one was the first one we tried so I...