Brand Overview: Crumbl
Crumbl (operated by Crumbl LLC) is an American bakery franchise known for its oversized specialty cookies and signature pink packaging. The company was founded in 2017 in Logan, Utah, by cousins Jason McGowan and Sawyer Hemsley, expanding rapidly across North America through an extensive franchise network.
Contact Info
Customer Support Email: [email protected]
Customer Support Phone Number: Crumbl does not provide a centralized corporate customer support phone number for consumers. Customers are directed to handle support inquiries via the official mobile app, their online support page, or by contacting individual franchise store locations directly.
Industry and Operations
Crumbl operates within the quick-service food and dessert bakery industry. Its business model relies heavily on franchising, social media marketing, and an evolving menu strategy that introduces new and returning bakery items.
- Weekly Rotating Menu: Features a weekly lineup of specialty cookies, cakes, and gourmet desserts alongside core menu staples.
- Open-Kitchen Storefronts: Brick-and-mortar bakeries where customers can watch products being mixed, rolled, and baked on-site.
- Digital Ordering and Fulfillment: Services supported through a dedicated mobile app and website offering in-store pickup, curbside service, catering, and third-party delivery.
- Merchandise and Gifting: Branded apparel, gift cards, and custom multi-pack boxes designed for sharing and events.
User Sentiment
Customer feedback regarding Crumbl is heavily polarized. While the brand enjoys substantial brand recognition and social media interest, review platforms and consumer forums feature frequent complaints centered around product quality, pricing, and post-purchase resolution.
- Inconsistent Baking Quality: Many customers report receiving cookies that are underbaked, overly doughy in the center, or missing key toppings and fillings shown in marketing materials.
- Excessive Sweetness: A frequent criticism is that the recipes are overwhelmingly sugary with dense frosting, masking individual ingredient flavors.
- Delivery and Fulfillment Problems: Orders placed for delivery often arrive damaged, smashed, or missing selected items, with boxes showing frosting stuck to the lids.
- High Pricing and Perceived Value: Rising per-cookie prices have led many consumers to feel the dessert quality and experience no longer justify the cost.
- Customer Service Accessibility: Consumers frequently express frustration with the lack of direct phone assistance, slow or automated responses through digital support channels, and difficulty securing refunds from corporate or franchised locations for missing or incorrect orders.
- Inventory Availability: Popular rotating flavors frequently sell out early during peak hours, leaving customers unable to receive the specific items they ordered or intended to purchase.
Share Your Experience
If you’ve experienced issues with Crumbl, you’re not alone. Share your experience or file a complaint on Xolvie to let your voice be heard.