Great Cookies, when you can get them
My wife wanted me to stop by and get a dozen cookies on my way home from a 1000 mile trip. I wanted to come home but lost the fight, and there was a fight. So I ordered the cookies via the app over 2 hours ahead of my arrival so I could save time with curbside pickup. Six chilled sugar cookies, six chocolate chip. I arrived at the time I requested in the app and hit the “I’m Here” button in the app. Forty minutes later a girl comes to my car and tells me they are out of the chilled sugar cookies. Guess which cookies my wife wanted? So, not only did these cookies, which are very good, start a fight that shouldn’t have happened, they also exacerbated the situation by not having what I ordered 3 hours earlier. Top it off I had to go inside to get a refund and didn’t have a mask with me thinking I wasn’t going to need one. If they app communicated with the store appropriately it would be awesome. But based on my first experience all I can say is someone owes me and my wife some free cookies!!!!!
SUCH A NEAT LITTLE BAKERY THAT IS OH SO DELICIOUS
By Jen Gillespie
This was my first time to visit this bakery & I was greeted immediately, such sweet young adults working that were all smiles & honestly seemed to LOVE their job! Best of all, they were so detailed in telling me all about the bakery and how it worked with new cookies each week and then what each cookie of the week I was buying was made of & some ideas of how they tasted & what seemed to be the “ best seller that week” as I was there on Saturday so the last day of those specialty cookies that week ! Highly recommend! A fun treat that is large enough to literally cut into 1/4 and still have a tasty treat to last your several times! Will definitely be going back, following new finds each week and then doing a lot of extra walking it sounds like ! ♥️😉🤣
The app works alright, but I am giving them only 2 stars because I feel like they’re trying to deceive people into leaving tips on accident like just happened to me today.
Here’s what I mean: Near the end of the purchase, they give you an opportunity to give the employees a monetary tip ... but it’s opt-out style, not opt-in. So if you’re trying to hurry and get your order placed and don’t pay close attention, you might get charged an extra $2 that you didn’t intend to. This is the only place I can think of that has an opt-out style like this: it doesn’t show that they are going to charge it to you until they also show you, MUCH more prominently, the Apple Pay button to complete the purchase. So if we’re in a hurry, we’re thinking, “Finally! After all those questions about my order, let’s wrap this up!” So we hurry to tap the Apple Pay button and double-click the side button to pay. Then, 😒 disappointment as I realize I just made a mistake, with the help of their app developers.
Again, I feel like they’re trying to deceive people into leaving tips on accident like just happened to me today.
San Tan Valley store. DON’T GO THERE!!!
We tried this store tonight instead of our usual but will never go there again! Out of 3 of 6 flavors like Choc chip, PB choc Chop and German Choc cake. They also did not have any Ice Cream! Told the hostess how disappointing the selections were and just shrugged her shoulders and said those were the most popular (tell you something?). Ordered 1 I didn’t want and then she showed me the frame to add tip! Nice guy -I tipped! Then as we walked to get our order they rolled out a cart with 7 trays of cookies fresh out of the oven. Told the server we would like one of those and she boxed one up but said since the one we ordered had been put in the box and put on the counter...she could not take it back. WHAT!!!!! She was the only one that touched it... is there something wrong with the counter we should know about. I suggested that if the have cookies coming out to simply ask if we would like to wait. And we would have waited 15 minutes at least. Don’t go to this store. There were 6 people working. Maybe they should communicate with each other and host needs to represent the buyer!
Seriously revamp your waiting system / operation strategy
Everyone I talk to about your company likes your cookies but absolutely hates the confusing system and wait times and many vowed to never visit again. I can only guess a majority of these reviews are fake or incentivized.
I scheduled a pickup over 1 hour before I actually wanted them because I know how crazy your store gets, because I had the unfortunate experience of waiting 45 minutes in person at your store for cookies when there was no physical line. (Solve this by having separate queues for digital and physical orders / cookies ready to go for in person customers, or give customers a choice for freshly made with realistic wait estimates, I was told 10 minutes when it actually took 45)
And despite putting in my order at 8:16pm with a “pickup time” of 8:15pm, when I go to pick it up at 9:20pm I had to wait an entire hour for pickup! And by that time the original flavors I ordered were sold out and an originally sold out flavor was available… seriously… fix this.
At the cost of a mob of extremely angry customers waiting over an hour for their orders and frazzled workers working past closing to fulfill orders that should have been made 2 hours ago, you created the worst system that prioritizes making cookies fresh rather than considering that people don’t like waiting 1 hour for cookies, and would rather have slightly cold cookies asap.
Hire an operations engineer. Seriously. If you already have one, get a new one.
Grand Opening Goodyear
By Miz MeliMel
Went for the first time to try a Crumbl cookie and went on Grand Opening Day at the Goodyear location. Place was nice and staff was polite and welcoming! The only complaint or suggestions I have would be to have samples for people to try. I thought for sure there would of been samples for people to try and decide on what cookie to buy and especially on first day opening but they didn’t and that was a little disappointing but I took a stab and picked peanut butter cookie to buy and it was delicious! But I really wanted to try their other flavors and I possibly would’ve bought more but didn’t want to take a chance not liking any other flavors. But will be back to try other flavors but I’m hoping they have samples out to try.
Cookies are delivered warm and are amazing. The app needs to clearly explain the cookies at the ordering point. Meaning what is in them and if warm or cool. Also if ordering for a future date you should be allowed to order cookies currently out of stock. If out of stock for the week an alternative cookie flavor should be added. In my case it was the standard chocolate chip that was currently out and I was ordering for next day. I could not add them even though I can’t imagine they won’t have them tomorrow. At minimum let me order them and put in second choice if still not available tomorrow. The cookies are large enough to share so keep that in mind when ordering
Lost our Order??
By Chocolate Kisses!!!
The cookies are delicious! Yum!! 😋 The store however could be bigger with tables and chairs to enjoy and wait. Need a sign that shows whose order is ready so people can see it and come pick up to avoid confusion. Customers are sitting in their cars waiting up to one hour or more for orders on the weekend. Yikes! Dangerous to have the girls running all over the parking lot yelling out names trying to find people. By the time we asked them inside where our order was they couldn’t find it and some of the cookies we had originally ordered were not available. 😢 it’s a brand new store so we get they are super busy. Probably need designated parking spots with number markers to assist in organization. Bet they would even sell more that way too! Wishing you great success going forward!
Will not use again.
By Ruined plans
I had one of the cookies from a pop up food cart and it was really good, so I decided to order ahead. New menu came out on Tuesday, so I ordered delivery from app. 6 cookies came to about $32. Why? Delivery fee plus tip. Expensive, but wanted to surprise her. Ordered for 2:30-3pm delivery. Said it would be here at 2:35. Discovered they used DoorDash (would have ordered directly from there, probably cheaper). 3 o’clock rolls around, shows a second driver and still at store so I called. They hadn’t started making my cookies and said I was 10th in line and no idea 1,2,3 hours until I maybe received. Ordering several days in advance and paying so much for delivery, they should have had it figured out. Currently 3:30 with no updates whatsoever. Would not have used if I knew our whole day could be waiting on something to come. Now it is messing with our Mother’s Day and dinner plans. Must not just me as the nickname for this review “disappointed” was taken.
There isn’t a way to make multiple single box orders of one specific flavor without going through the entire process again (no qty button), so instead of being able to order 2 dozen individually boxed cookies of the same flavor, I had to call the store and they had me order 2 dozen (2party boxes) and put a comment in the notes box for what I actually wanted- they were very helpful-but now when I go to pick them up I have to be stressed about whether it will be done how I’m wanting them AND having to pay extra/again since I’m wanting them individually boxed and that’s not how I was able to purchase them via the app. Again, I could’ve done the entire process 24 different times, but it’s not very time efficient, so a simple adding of a “qty” button would be super useful on the app/website.