Crumbl — Restaurant in West Manchester Township

A short while ago I purchased a variety pack (2 dozen) of mixed baked goods. I placed the order the afternoon PRIOR to pickup and scheduled for a 10AM pickup, the following morning. Like most of you reading these reviews I’ll admit, the cookies and pastries were absolutely amazing according to the nurses! They were a complete hit with whom I gifted the pack to. Then why did I leave a single star for the review..?

I’m glad you didn’t ask, but the ‘skinny’ of the story was simple: she broke the number one rule of customer service: DO NOT ARGUE WITH YOUR CUSTOMERS. The bakers were phenomenal, the cashier was great and was very courteous, but in squaks the manager. She argued with me - right out of the gate! She must still be salty with the results of the landslide election? She didn’t like me from the moment I walked in, I could tell. I had SCHEDULED a 10AM pickup… Or so I thought.

She begins to shriek about some policy about the pickup time and cited; very rudely: “…you should add 10-15 minutes to the time you scheduled to ensure freshness”. Okay, totally fine; had she of POLITELY EXPLAINED this to me, but she didn’t. She continued to slam bakery pans around and ‘shoot me looks’ - of TDS.

CONSERVATIVES - avoid this business, your hard earned money is better spent elsewhere. Don’t take my word for it, go and visit for yourself. Be sure to wear your favorite presidents gear and watch the fireworks for yourself. Appointments don’t mean what they mean for every other normal culinary business, they make their own “rules” here and man oh man did she ever let me know! RUDE, and ARGUED WITH A CUSTOMER - the “Golden Rule” - broken right outta the shoot!

First and LAST time I will patronize this business and franchise. I’ve informed everyone I come across when this business comes up in polite...

This place was recommended by friends and it was our first time ordering. We entered into the Crumbl shop and it smelled like heaven. Sweet and that oven aroma was just perfect so I was excited to try it. Ordering was easy as there are only a few cookie flavors to choose from. Our cookies were ready pretty quickly in spite of several orders in front of us. Everyone seemed to be working very hard :) I would of liked a spot to sit down to try a warm cookie there but there no tables or rest rooms (strictly carry out) which is fine. I rated them 2 stars for several reasons. They are described as the best cookie or a gourmet cookie but, price of nearly 4.75 per cookie, I was expecting better. Now the cookies are a generous size and come out warm :) which is great. They are not the traditional cookie which sets them apart but it was not in a good way for me. The chocolate chunk cookie was not a tasty one. It was really undercooked (doughy), did not have that buttery taste a cookie should have. Honestly, I make decent chocolate chunk cookies at home for a fraction of the price. I tried the pumpkin with cream cheese frosting. It's more like a cake than a cookie. It tasted okay but just was not wowing me. Next tried a little of the mystery flavor of the day pineapple upside down cake again more like cake. I have to say this one was pretty good compared to the other two. The next day I tried the oreo PB. This tasted more like a true cookie : ) This one tied for first with the pineapple one. All and all it was decent to try but...

I have frequently stopped in this location on my trips through York. I am also part of the crumble cookie club for building points and as of today, held a “silver status”. I stopped in today, 8/13, as I knew crumble cookie rewards its members with a free cookie on their birthday. Upon entering the store, I opened my app and they asked to scan the code. My code was unfortunately not there, but I offered to show her my license as proof of my birthday. The employee said showing my license would not work, and then encouraged me to use a reward I already had for a free cookie. Confused at the situation, and with another customer waiting behind me, I said “ok, but I still don’t understand why showing legal documentation for my account was not acceptable verification”. Trying to navigate my app I did discover that I also had $10 in crumble cash, so I opted to use that instead of the free reward for 1 cookie and instead left with 2 and paid the .97 left from an up charge.

Regardless of being able to scan for a code or not, there is such a thing as common sense and verifying a birthdate for an account with a legal document. Clearly the employee and the girl she also spoke with (that also encouraged me to reach out to customer support) lacked that common sense and made my experience at your store very upsetting. I get it, it’s just a birthday cookie, nothing huge. But what a disappointment today if that’s your store...