Crumbl — Restaurant in West Valley City

I love crumbl. I love their cookies, and was super ecstatic to find that they had opened a location close to my home. I went in today to buy a party box, and ordered 8 chocolate chip, 2 churro, and 2 nutella. I requested the nutella in a separate box as I was bringing them to my family, which one of my family members has a nut allergy. The cashier seemed very confused about the request and I had to repeat several times how I wanted the cookies. She finally seemed to get it but instead of doing the party box as requested, she tried to charge me extra (3 dollars per cookie) for the two on the side simply because I had asked for them separately. I tried to explain several times that I still wanted the party box, but due to allergies I could not have the nutella next to the other cookies. Another employee attempted to help, but also told me I would be charged because they were separate despite a food allergy! Finally a third employee came by and was able to help me and not overcharge me. When it was finally settled, the cashier said that nutella did not contain nuts, it was just chocolate. Nutella has nut in the name! If I wasn't so vigilant and relied on the employees knowledge my brother could have gone into anaphylactic shock! Please please please train your staff better about what your products contain as well as procedures for food allergies. I should not have to plead my case with employees for something that is...

I usually love this place and would gladly give 5 stars, but unfortunately, I had a disappointing customer service experience today. The desserts are always amazing, but the employee I interacted with was not friendly.

When I walked in this morning on August 4th, I said, “Hi, I’m here for a pick-up order,” and was met with a dirty look, which immediately felt off. I gave my name (Kenzie), and she retrieved my order without saying a single word. When I got to my car, I realized I had received minis instead of the full-size cookies I had paid extra for, so I went back in to kindly let her know. Her response was a dismissive, “Did you?” in a rude tone.

She checked her system (even though I was showing her my app) and eventually brought me the correct 12 full-size cookies, taking back the minis. While I understand I hadn’t paid for both, I was shocked to see her place the minis back on the tray to be resold after they had already left the store with me. I’m not sure that’s even allowed, and it felt unsanitary.

I usually encounter wonderful, kind employees here and leave feeling happy with my purchase, but this time I left disappointed—especially after spending $56. I hope this was just an off day for the employee, because I genuinely love supporting...

I had an interesting experience tonight at Crumbl in West Valley on 3500 South. I placed my order and the associate (named Maya) asked me if I would like to leave a tip, I said. Sure. Then she asked if I wanted a receipt, I said, no, that’s ok! She never flipped the screen around and let me add my tip, so I reminded her that I was going to leave a tip and she said, oh I entered it for you… 🤔. So I asked her how much she entered and she said “one dollar.” I explained that it isn’t up to the sales associate to decide how much I would leave for a gratuity. So I asked for a receipt. I went over to the area where my order was being boxed up and put my readers on and noticed that she didn’t add one dollar to the receipt, she added much more. I asked to speak to a manager and Maya hurried and ran back to the manager, to try and get her story in before I spoke to her. Stephanie was the manager, she was very nice and refunded my “tip”. But I have realized the SCAM here. If you say you want to leave a tip and you don’t want a receipt, they will take the liberty of adding what they want to your receipt. This was intentional AND dishonest! Maya should not be employed...