So I've been doing a diet challenge, and today was my first day being able to eat a cheat meal, and I chose Crumbl cookies as that first treat. I was so excited that I placed the order on Monday to pick up today (Wednesday). I called crumbl to see if I could pick up my order an hour early because I was in the area (fully expecting to be ok with them saying sorry but we can't). To my surprise, they couldn't find my order. They looked again, and found it, but they told me it had already been picked up. They said there was nothing they could do for me and just took my number and name down and said an owner would call me soon. 4 hours go by and no calls, so I call back just to check in. They gave me the same answer but then said that the owner would call sometime today or tomorrow. They call me about 4 hours after that saying i'm so sorry for everything, please come in to get your cookies. Finally! As I was about to walk out my door, she called back and said actually I just talked to the owner and he issued you a refund...but if you want cookies you're going to have to repurchase them through the app again. I'm annoyed with the quality of customer service I received. I almost felt like they thought I was lying about the situation and just wanted more cookies. Ideally, I would have liked a refund and the cookies. That seems like good customer service to me. I was so excited to try this place out because all my friends love it. ugh. read more

Love that they have a salem location now! Love the sugar cookies the best!!! Service slow the opening day but I'm sure it will get better as time goes on! read more

Yumm - Crumbl Cookies are the best!! We look forward to the weeks reveal every Sunday. Love being able to have them delivered to our doorstep!! read more

Worst place ever to get cookies from forever long wait and then they don't get your cookies I wont ever go back to this dump

Staff was welcoming. Only six options for cookies. 4 dollars a piece is overpriced. And they were out of stock of a cookie that was already purchased. :( read more

Ordered cookies online with a pickup time of two hours later. Went to pick them up and let them know I was there. I waited for almost 20 minutes while people walked in and out in that time with their cookies and still never got mine. This happens a lot. read more

Delicious cookies, disappointing their prices have gone up AND they charge a service fee now. Just for packaging your cookies. Anything to make a buck I guess... read more

Just awful! There is no communication between customers and staff. When I managed an opportunity to ask a question, the employee did not answer at a volume I could hear and walked off before I could ask for them to repeat their answer. They also had over 15 people in the lobby at once when capacity is capped at 11 as stated on their wall, and no customers were reprimanded. Can't believe there would be a tip option for a business without any interaction between customers and staff. I might suggest a live board with the upcoming orders visible for folks, so they may leave the premises while waiting for their cookies. read more

These cookies are amazing! I've only been there once, but I cannot wait to try all the flavors. So far, the dulce is my favorite. Also can't wait for any of the lemon flavored ones...Yay!!!! read more

I ordered 12 cookies and then went outside so that I could stay away from the crowd of people and maintain social distancing. I waited 40 minutes and then finally went in to see what was going on. When I walked in and asked about the order, 3 of the 7 workers went up to the register and told the manager at the time (I assume) that they hadn't started the order because they had ran out of chocolate chips. They didn't let me know of the issue in any way until I went in. It was ridiculous, the only option i was given was to wait an additional hour or pick different cookies. I cancelled my order because I didn't feel any desire to spend $33 for cookies I didn't even order. I have tried their cookies before and they are delicious, but their service is not good and they did not offer anything to make up for the fact that they didn't even start the order even after 40 mins. read more

Not good is an under statement. I ordered crumble cookies as a christmas gift for my elderly parents. Despite receiving a confirmation by DOOR DASH they had been delivered. They never were. The company was very sorry....but did nothing. I WILL NEVER use door dash again and second thought about crumble cookie, there website states they deliver. Hope that delivery driver enjoyed the cookies, last time I'll ever use their service. Be where when you order deliver from crumble cookie. read more

I have had Crumbl Cookies in the past, however this was our first experience with the Salem location. I will never be returning to this location again. The Service was awful, I placed an order on their app (because I wanted a seamless pickup) paid the $35.00 for the dozen cookies, and the Mandatory $5.00 gratuity. I placed the order at 2:30 pm, the App said they would be ready at 3:00pm. My wife, sister in law, and mother in law all drove over to the store (from Turner). My wife went inside and was told that she had to tell them that she was there on the app and it would be a twenty minute wait, not a big deal she called me and I checked in. The app said we were number 12 in line, it was mother's day weekend, so I understood. I informed my wife of the number via screenshot text message, updating her periodically. After 30 minutes we were at number Four and the counter reset, we were now 21. My wife went inside to talk to them about this and they said the order just popped up. It would be an additional 20 minutes. After twenty more minutes she went back inside to check on the order and was greeted with rude employees, this all happened while she watched walk in customers go in and out with their orders. I told my wife to leave and go elsewhere for our dessert. I called the store and explained everything that had transpired to the manager. She didn't seem to care, and offered me what appeared to be the corporate script for upset customers. She even asked me if we still wanted our order, we were fifth in line after an hour and fifteen minutes. I requested the order be canceled and also requested a full refund. At no point was I offered any corrective measures, or even an apology. Things to take away from this. This is not the first time this store has had this complaint. I have read the reviews on this store and there are several people out there with similar experiences. Ordering from the app is entirely pointless, they force a mandatory gratuity when using the app. This store is extremely unprofessional. Update 5/12/2021 I have emailed Crumbl's support link, have not received a response yet. I fortunately paid for these cookies with a credit card, I have been monitoring my statement looking for a refund or the charges to drop. I have now contested the charges with my CC company since they are still there today. I am going to stand by my decision to not visit this location ever again, and at the pace we are going I will never buy Crumbl Cookies again. Crumbl, If you are reading this update I look forward to speaking with you. read more

I think Crumbl Cookies has some bomb cookies and I enjoy trying the new flavors weekly...however, I find it disappointing when you order curbside pick up, you wait for your order and they run out of the flavors you want. I understand that cookies are served fresh and served in which the order was received but when I pay for what I want I expect to get it. Customer service is great, cookies are bomb...but the system is lousy. I feel that if you pay for the flavors you want you put them aside for the customers. Maybe that's just me. Sorry. read more

Orders cookies online at 8:20 with an estimated delivery time of 9:12 PM. I got a text the order was being delivered via Door Dash even though I ordered directly from Crumbl. The delivery status showed 5 different drivers attempting to pick up the cookies. Finally at 9:45 I called the store who told me they gave my cookies to a Dasher. But the Dasher never delivered. Then I got a call from a Dasher saying they tried to pick up the cookies, and the store said they already gave them to someone. Long story short, finally, at 10pm it said my order was cancelled. Now $20 later, no refund, no cookies, and a frustrated customer. Even a week later, still no refund. read more