Crazy long line, finally made it inside the shop anddd they were out of half of their cookies.

The manager, Aleq, really understands the meaning of customer service. They are completely stocked with customers and doing their best to manage and through it all she gave me an amazing experience. This staff is very kind and helpful and I will definitely be coming back to this business. The app makes it really easy to place an order and they even have free delivery! read more

Love Crumbl! Always great atmosphere and great customer service. I received a welcome when I walked in the door and the store smells amazing. I got all three of this week's cookies to take them to my family. I will be back for more... love the store and the employees!!! read more

These reviews are wild. I've been coming here for seasonal flavors every week for the last month. I order on the app and the order is ready on time, its easy to pick up, and the staff is friendly. I've left happy every time I have visited. read more

Incredibly rude staff. We ordered under the name Chad and waited outside after being yelled at to hurry ordering a party box and to wait outside as the store reached max capacity. We wait with a crowd of people patiently and we heard a low voice calling our name. My hard of hearing mother was a little confused and wasn't sure if they were calling our name or not, so we went inside to make sure my mom wasn't mishearing. She asked very kindly if they in fact called out Chad, and the rude worker said "yeah, like four times," with a bratty passive aggressive tone. I'm sorry, what? She called out our name with a low voice when there is a crowd on a saturday evening and she was very hard to hear. She barely stuck her head out the door to call our name. Plus, im paying $40 of my money for cookies, at least be a patient and considerate woman for my hard of hearing mother. Extremely rude and I won't be giving this horribly run place any of my money. Very unprofessional. To the rude worker that I hope reads this, I hope you learn a little more on how to be more patient to your customers in your next workplace because if you are this rude in a place that is easy to work at, imagine how you will be in a job that is more demanding. Shame on you. Go get your cookies at a different place everyone. read more

I've never written a yelp review before but this one needed it. PLEASE HIRE MORE EMPLOYEES. The girls working tonight were AMAZING and running around trying to complete every order. It was extremely busy and there were only 3 of them. customers were getting frustrated but it was the fact that it was so busy and they were short staffed.. these girls were working SO HARD and definitely deserve a raise!! and more employees to help them. read more

good cookies, okay service. would recommend going later in the day when it's not too busy

The first time i went into crumbl cookies the guard physiclly assaulted me ( a 16 year old girl) and put his hands on me to tell me to get out when i accidentally walked in to get my order, later on another guy came in and he did not physically touch him but simply told him to wiat outside. Him putting his hands on me was so unnecessary cookies were good but that was absolutely unnecessary to to point which i cried about it later on my day. read more

Eh! It's all hype! Cookie tasted raw, customer service was non existent....but if we are talking about flavor! It was lacking!

We were in the area spending some quality time with the family in the veranda and got excited to finally try the Crumbl cookie flavors of the weeks haven't been happy with Crumbl cookie lately because the last time we ordered it from the Vacaville location it was for a birthday gift and they got the order wrong it was missing toppings to the cookies and some of the cookies were broken so all the reason why we try this out because the cookies are good so please don't take our experience for what their daily outcomes for when they're helping their clients, we might've just came on the wrong day at the wrong time but they did tell me I can call the one 800 number to get compensated. I have not done so but I may try it again because we do have another birthday coming up and hopefully whatever location I'm at ordering it gives me the service that I expect for the Price and quality they present and all their social media post. Again everyone's taste buds and experiences are different every day is different so give this place a try because you won't be upset because the flavor and taste of the cookies are amazing read more

I've been to about 3 crumbl cookies locations but this location was disappointing. I always had good experience but when I tried this concord location since it's closer from me I was disappointed. They ran out of one of the flavors and it was only 2pm so i decided to buy their other flavors. The cookies were cold and didn't taste as good as I first tried them. I've always got them fresh and warm ( like just out of the oven). I will give them another shot hoping they will improve read more

Yooooo this crumbl cookie suuuucckkks. The cookies are delicious, but I wish they would get some actual competent workers in there. Second time having the cookies we ordered and paid for through the crumbl app not ready upon arrival. Its not fair to the person who paid for them ahead of time to not receive the cookies they paid for? It's not hard to set them aside either. If it's first come first serve then the company probably shouldn't be selling anything through any apps. read more

it was highly busting busting and i ate all my cookies then had the most explosive diarrhea you've ever seen but 10/10 would reccomend

So crumble cookies are great, but this location is horrible. The staff never get your order correct. The run out of different cookies so they just put what they have in your box not what you ordered. I was so tired of making ordered with pickup times, then arriving , only to have them tell me it will be another hour. So after not using them for a couple months , I tried door dash. The cookies arrived the first time not as ordered, so tried a second time , still not what ordered. So long story short spent $50 on cookies that were not what I desired. read more

crumbles cookies are so good and gooy and there service is so good everyone is so nice there

Worst customer service I have ever experienced. I ordered ahead using the app (2 hours) and arrived at the store at my designated time. I was told that they didn't have any more of my cookie I ordered (AND AREADY PAID FOR) and I could 1. Wait an hour (but not be compensated for my wasted time) 2. Get a refund 3. Get another flavor (but still have to pay for it). What is the point of ordering ahead of there is no guarantee that the cookie will be available ? Why isn't there a way to tell people via the app that their cookie won't be available ? Why don't you do anything as a company to make up for wasting peoples time and making them drive all the way to the store and then not have what they ordered available ? Any other company would have better options to make up for the wasted time and horrible impression. I'm appalled I was still expected to pay full price or not offered something to make up for the frustration. IF YOU CANT GUARANTEE COOKIES WILL BE AVAILABLE DONT ALLOW PEOPLE TO ORDER AHEAD TO BE PICKED UP AT A CERTAIN TIME AND THEN NOT TELL THEM UNTIL THEY DRIVE ALL THE WAY TO THE STORE. I left with no cookies and a horrible taste in my mouth. read more

So bomb. The cookies literally melt in your mouth. Order online so they can be ready by the time you get there. Lines do get long.

Good cookies but horrible customer service. They take forever to acknowledge you when you walk in. Almost like they are purposely ignoring you. Ambiance is fine. read more

Slow workers, long wait, they clearly have no clue what they're doing. Customer service is awful and they're curbside isn't working whatsoever. Very poorly run. read more

This review is for the Concord location. The website clearly states hours of operation from 8am-10pm, m-f. I stopped by to pick up some cookies for a friend at 7 pm on a Monday and they are closed. Two workers were in the shop, saw me, but did not give an explanation as to why they were closed. I tried calling the phone number listed but it is only a recording saying to order on line with the app. This is not the way to run a business or handle customer service. I will not be recommending this place to anyone. read more

Cannot say anything about the cookies because we didn't even make it that far. The young lady who worked there was extremely rude to me and my daughter. It was 99 degrees and we waited in line outside for about 15 minutes before finally making it to the door. We held the door open for about 30 seconds waiting for the line to move a bit to make our way in. Mind you the door had been held open the entire time by other individuals. The staff person then tells me we need to keep the door close because bugs will get in. I apologized and begin to close the door behind me when she then tells me to wait outside because it's crowed. I can completely understand store policy when it's consistent and also being enforced in a polite manner. She was extremely rude for no reason. Definitely not coming back especially when you can find decent cookies almost anywhere you look. read more

Horrible horrible customer service. We ordered cookies to be delivered to our house by 5pm to bring to a party. By 5:30 they still hadn't come, so I called the Crumbl store in Concord to let them know and I was informed that it wasn't their problem. It was Door Dash's problem and I needed to follow up with Door Dash. Door Dash is Crumbls delivery system. Not mine. So I asked to cancel my order and the girl told me I needed to cancel with Door Dash. My order was never with Door Dash. I had to demand that she cancel and refund me through Crumbl. Absolutely terrible customer service. Will never order from them again. read more

Ordered through doordash. All 6 cookies were inedible because they were raw and the sugar cookie had a liquid coming out of it. Called to ask for a refund and a very kind Paula/Paulina made it up told us to come in the next day. We just came in and got Ashley, who rolled her eyes when we said they were raw. I once again said what happened and mentioned all the ins and outs from previous conversation. She was very rude and her demeanor was insinuating we were lying. Not good customer service from her and probably not going to shop here again. read more

Understand that there are growing pains but in my opinion they were not ready to open at all. I waited 40 minutes on Saturday for pick up service and eventually left without cookies. Currently 8:10am and doesn't look like they are ready to go yet and their curbside pickup does not seem reliable. Extremely poor first impression. My advice would be to turn off online ordering until the store is able to fulfill orders. 0/2 on trying the cookies. read more

Worst crumbl in America. The manager is also very unprofessional and after speaking with her, I can see why the service is so slow and the cookies are so inconsistent. read more

Cookies taste good and at a reasonable price. The employees are very respectful and chill.

Of course this location has a horrible rating and I see why. The cookies are not the problem, they're somewhat really good (depending on the flavor). The service is what really makes me not want to come here ever again. I saw one person who was making the cookies not wearing a mask. She was talking over the flour and all I could imagine is how much of her germs were being displayed into the cookies. I also really found that the cashier with green hair was no help and seemed like she didn't know how to help with the birthday voucher for a free cookie. I showed the person the QR code and they didn't say anything, they just pointed to the tablet. So I ended up not getting the free cookie, instead I just paid for a regular four pack. These employees need to be more vocal and helpful. This was really the worst service I ever received. The service was unprofessional and unwelcoming. I used to come here often and the other workers I've encountered were so nice and helpful. But this time I would see them roll their eyes as they were talking to people or handing them their box. The workers seem very unapproachable and act like they're in a bad mood. I really hope management takes that into consideration, and makes accommodations around their employees. read more

Horrible experience today. Literally so many workers and still chaotic. Cookies were uncooked and gross. This place needs improvement and better trained staff. One worker wasnt even wearing her mask correctly and kept touching it. So unsanitary. Never going here again. Waste of time honestly. I rather by store bought cookie dough and bake em myself. read more

So I decided to do curbside.I placed my order and checked in at 7:23pm and was #23 in line. I ended up waiting over 2.5 hours for my order. I was #7 in line for an hour, so I tried calling with no answer. I finally decided to go inside because it had taken so long and they were about to close. When I went in to ask about my order the employee inside told me that they had SOLD OUT of cookies!!! I never got my cookies I had ALREADY ORDERED AND PAID for. So basically I wasted 2.5 hours of my life sitting in my car waiting for MY pre paid cookies that they sold to someone else before filling my order i had placed. I got some pity coupons, but that doesn't make the situation better. Looking at other reviews it seems others had the same experience as I did. Very poor way to do business. I understand they just opened so it was busy, I just think its very unprofessional to sell out cookies before filling orders customers have placed and paid for. Awful.. read more

It's just like any other cookies w/ lots of cooking grease or ingredients added. The wax paper at the end of the day was saturated with all the oil from the party pack of cookies i ordered. Nothing really fancy or special about these cookies! If you consider adding toppings or more chocolate or different kinds of sweets into or adding things to distinguish it from other cooky places...I guess you can call it special! read more

I have been to this location twice since they have opened. The first time, I arrived soon after they opened for the day. They had all the cookie varieties and the wait was relatively short from beginning to end about 15 minutes. The second time, I was there mid day and they were sold out of 3 or 4 different types; so I picked from whatever they had. I completely understand them being out of certain types of cookies by mid day. During my second visit I probably had to wait 15-20 minutes. Overall, I've been very happy with the cookies I bought - fresh and warm with delicious flavor combinations. Plus, the cookies are HUGE which explains the price. I've not ordered for curbside pick up from the app, but reading the previous reviews there clearly seems to be a problem with online ordering. My recommendation would be to get there when they open for the day and you will be pleasantly surprised with the cookies and their service. read more

Another lackluster Crumbl experience. The cookie that barely resembles the image on the website or the display cookie in the shop. A tiny blob of frosting & 4 sprinkle things?! WTF Crumbl? I come back here every 6 weeks or so hoping they've improved. They never have. I've never had issues at the San Ramon & Brentwood locations. But Concord has always had issues read more

I'm only giving an extra star because it was their first day of opening so I have to cut them some slack. I came at 7:55pm and saw the line was pretty long so I set an order on the app for curbside pickup. We were number #36. My sister and I were waiting in the car for the first 30 minutes then got tired of waiting so we went out and I got MOD pizza and them we explored the shopping center for an hour. We ended up waiting two hours and we were only #13. We decided to walk back to Crumbl Cookies only to see there wasn't a line anymore and there were only 2 people in the store. We walk in just to find out all of the cookies are sold out. We got full refunds and a few "free cookie" cards. I understand the first day was pretty hectic, but they didn't prioritize any of the people who did curbside pickup especially since we were only #13 which means there were people ahead of us that were also expecting cookies. They could've managed their time much better than this. I mean, how long does it take to pack up 4 cookies in a box? I could've walked to Africa and back with the amount of time I waited. read more

The manager in your Concord CA store made a pretty bad decision last night. I ordered 6 cookies and expected the 6 pack price of $20.45. She said they were out of the 6 pack boxes and refused to just put the 6 cookies in a 12 pack box. Instead she used 6 single boxes and charged me $25.50 instead of the 6 pack price of $20.45 just because there were no 6 pack boxes. Seriously? That is terrible customer service! read more

They have the worst service and it keeps getting worse. Their app ordering system is a disaster. They are extremely unorganized and need to find a better way to manage orders and their process. read more

Always out of anything other than chocolate chip and their chocolate chip sucks. Poorly managed at best. They don't allow you to pre-order, even if the ones you want will be out of the oven in 1 minute. They expect you to go to the end of the line and wait again. The one time I was able to order everything I wanted, after waiting 25 minutes in line, and 20 minutes for my cookies they came out and told me they ran out of everything else so they were going to give me all chocolate chip. I had to argue with them for a refund, cause I didn't want any of their nasty chocolate chip. Close them down, these shitty employees deserve to be out of work and destitute! read more

Absolutely horrible service. I came in around 10 which is their closing time and only asked for a four pack. As I was waiting around the side of the building I saw a group of 5 or 6 even girls skinny dark haired girls with their hairs in ponytails TAKING THE TRASH OUT TOGETHER AND BEING ON THEIR PHONES. Goofing around laughing with each other hands on hips while on their phones! It's ridiculous that they needed more than 2 or 3 people alone to do this task, as there's a line out the door right as they're about to close so you'd think most of the attention would be helping the front or at the least not wasting time gossiping and going on their phones to record themselves. I wish I got their names on their name tags they're ridiculous for working here at this busy hour and treating their customers like this. 10/10 WILL NEVER RETURN. Don't understand what the internet hype is about. The cookies were raw anyways. They need to keep better track of their employees and their ingredients. read more

I cannot believe that I ordered 7 cookies around 5ish for curbside pickup. Arrived at my designated time of 8pm only to find out they did not have two chocolate chip cookies for my order. Really ... ran out if chocolate chip cookies. Had two pick two other cookies. My chocolate craving was not satisfied tonight read more

I've waited over an hour for a dozen cookies when I ordered them at 11:00am by their app for a "pick up window" at 9:00pm. Extremely disappointed with the set up. I understand they want to provide fresh cookies but wow. I wouldn't have waited if I knew it would take this long. Huge disappointment! Do better!! read more

DO NOT PLACE AN ORDER FOR DELIVERY ON THEIR APP. They do not have a cancel option. So when their app lets you choose the flavors you want, they might run out of them before your order is next in line. They run out of flavors everyday. Totally understand that. But when you're told later that they're out of those flavors, you can't cancel it on the app and are now stuck with flavors you may not want or like. Their cookies are so good. Love this place. But now I'm stuck with a box of cookies that I won't eat. read more