Crumbl - Reston

I had an extremely disappointing experience at the Reston location. I put in a large (144 cookie) order online. When I showed up to the store a few days later to confirm the order and ensure payment was complete, I was told that there was no record of the order. I brought up the confirmation on my email on my phone, but still the store could not confirm my order. I had to wait an hour while the store associates contacted someone at the office named Izzy. Over the course of that hour there was a lot of texting back-and-forth between the worker at the store and the person I had placed the order with (Izzy) as they tried to troubleshoot the issue. Ultimately, I was instructed to put in the order again, which I did. I paid for the order that day and confirmed a pick up date of February 13 at 5:00 PM. Fast forward to the pick up date—- when I arrived at the scheduled day and time to pick up the order, the store associates appeared very nervous and confused as they had not yet started the large order. I was told to come back in 25 to 30 minutes. I did as I was told and arrived to pick up the order and had to wait an additional 30 minutes. Once they brought out my cookies, I noticed that I was still 24 cookies short and asked them for the additional 24 cookies which I had ordered and paid for. I was told it would take another 25 to 30 minutes for them to complete the order as they had miscounted. I waited the extra time and came back for the rest of the order. Unfortunately, because the store workers rushed to make the order, they placed the hot molten lava cookies directly in the box. Because of this the cookies melted to the box and hardened. At the event, it was extremely hard to get them out of the box as they were stuck and were crumbling, and became extremely messy. Given such a disappointing experience for a large order, I reached out to the corporate Crumbl website. I was told that they would be reaching out to the local Reston store so that video footage could be reviewed and training opportunities could be identified. Additionally, I was told that a manager from the Reston store would be reaching out to me to offer an apology. It has been one month and I have received no apology or information. Needless to say, I will never be returning to Crumbl again.

I come to this location a lot and really love the cookies. The problem that I have encountered more than a couple of times is when a cookie is sold out and there is no signage communicating that. So you come in, order at the kiosk, and while waiting for the order you are hit with “we are sold out! Would you like another cookie or a refund” Wouldn’t it be more efficient to write on a piece of paper that you are sold of something so that customers entering the store know?

Love Crumbl! This is my go-to for sweet treats or to send to friends/family for occasions. Their cookies are the best!

I don't know what happened in the last month to crumbl cookie, but I've UberEats ordered from them twice and they've messed up my order both times. First time? I ordered a 4-pack and they gave me three cookies - there wasn't even residue in the box to show 4 cookies were there. Second time? They give me the wrong ones - 2 out of 6 are entirely wrong. The best part? You spend $26 on a 4-pack and $36 on a 6-pack, but if they mess up your order, you only get $1 and change back. I wish they had called if the ones we wanted were out of stock like other places do. It's going to be a while before we order from you again.

Always a pleasant experience. Easy online ordering, friendly employees and great tasting cookies!

Not a single person came up to my son and I as we looked a bit confused as to how things worked there. Also they dont give you an option to just purchase one cookie. And for whatever reason every time I go in there, they “aren’t taking cash at the moment” So you better be ready to use your card for a three pack of cookies that are mediocre at best. Cookies at Harris Teeter are better priced and taste better anyway.

Some of the best cookies I've ever had.

Cookie crumbl started off great with their regular chocolate chip cookies. Now, they make cookies with these massive, chocolate blocks that remove all taste of the cookie. I only taste the chocolate. They've decided to stick with those for an odd reason even though I've heard others having the same complaint. The original cookie with chocolate chip was why I chose crumbl before. Very disappointed.

There are definitely divided opinions on Crumbl but my family loves them. My mom was having a hard day and Khadijah S provided amazing customer service and turned her day around. Her kindness had such an impact on her that she asked me to write this review, so thank you Khadijah!

A solid, giant, hefty cookie that is ideal for any number of occasions, moods, or settings. Usually warm and fresh when purchased, they are meant to be consumed on the spot; though are still good later on. As far as cookies, let alone craft cookies go, however, there is little to excite the senses or captivate the imagination about their particular selections.

service was great, cookies taste amazing. I particularly loved the French silk pie it was the best

I decided to go to Crumbl to pick up some cookies for my friends birthday and it was a disappointing experience. I went to the store to place my order. I was excited to see they now have minj versions of the cookies now. They also had a display with the cookies in the normal and the mini size which was very to help you pick. The store itself was very bright, and they have a small area to stand and wait for your cookies. The customer service at Crumbl was really nonexistent. When I went to order one of the workers came up and turned the screen for me to order but he didn't say a single word to me. He stood beside me the whole time and said nothing, it was weird. I stood waiting for my order for about 10 minutes while all the workers were working on baking. I'm not saying they need to drop everything for my order, but it was a long wait for them to put together a mini 6 cookie sampler and one sampler cookie in a box. The flavor of the cookies were good, but all my cookies were quite underbaked. I wish they had a few flavors that were standard. They only have a standard chocolate chip, the rest of the flavors are specialty.

The cookie cutter is definitely needed and super nice because these cookies are soooo much. They're good but bit too sweet and you definitely cannot stomach the whole thing. It's just a lot of a lot.

When life gives you lemons, go get some cookies! I mean after all, life is better with cookies. I was out in Reston visiting relatives and decided I would stop by and get some cookies. Thank you, Kendall! She was wonderful, helpful, and so nice. First, I wanted to comment on the selection. There must have been 12 choices of different cookies. We only have about 6 choices in Maryland. So, I was having trouble making a decision. I ended up choosing a carrot cake cookie and a chocolate chip cookies. They were both delicious and huge. Besides, Kendall's excellent service, the store was clean, and well organized. I took off one star, because the cookies didn't quite taste as fresh, as the ones we get in Rockville. But, I would definitely go back for more. My son has bought them from this store before and they were really fresh. My one suggestion would be to cut the selection to keep the freshest tasting cookie. Thank you, Crumble Cookies. And, thanks Kendall.

Love this location , fresh cookies. Always greeted with a smile. The service is top tier and ambience is calming

I came on a Saturday evening, and it wasn't too crowded, but they had plenty of traffic coming in and out. Plenty of parking too. I ordered at their kiosk and waited for our cookies as they started preparing it. We ordered 2 4-packs, one for us, and one as a gift for some wonderful neighbors. It didn't take too long, they start to prepare them once you order. The store was very clean and efficent. Overall they did a great job. We tried the cookies when we got home, and honestly, not my cup of tea. Not really the fault of the store as the cookies are from corporate. All the cookies tasted the same. Just a regular sugar cookie. They are very pretty, and if you're running short on time to bake yourself, these aren't too bad.

I ordered 4 cookies for V'Day to give to someone. When I picked them up, I was shocked to find that the box was wiped and 3 out of 4 were poorly shaped. I know Crumbl was always big on presentation and all t this is just not acceptable. These should be in their graveyard statch not for sale. This is probably going to be my last time buying from them!!

Yum! Great cookies, great service, great location, no complaints! My fav is moms recipe, wish they had it more often!

The kids love Crumbl! And request it regularly. The best chocolate chip cookies around.

The worst crumbl store. If you place an order at 9 they will not make your order and will close the store in your face and tell you to come back for a refund. Then I had to call back on separate days to get a refund because the first girl who said she processed it actually didn't. STAY AWAY

So good my neice really loves the location in Reston. I appreciate the customer service !

I ordered 6 cookies for pick up and the pickup time kept changing and getting delayed. The store itself didn't look super busy and the employees were just chatting when I stepped into the store. It took a while for anyone to even acknowledge I was there too. I think Crumbl should have their employees at least look and ask it a person who just walked in and is standing by the counter is there to pick up an order or if they have a question. It almost felt like they didn't start even making my order until I got there and when I got it, it was one hour past the original pick up time, yikes. Again, my box had a lot of cookie dough and sugar glaze residue on the outside. The cookies were also just alright. You could tell they are all sugar cookies with different toppings, but nothing made them seem amazing. I prefer Levain Bakery.

Every time I come to the reston crumbl everyone is so nice and welcoming! Their manager Izzy is a gem and always has a smile on her face Best crumbl in NOVA

I had heard of Crumbl as a result of seeing reviews written by Yelp friends in other parts of the country. All along, I wondered if Crumbl would come our way...and finally...it arrived. So, when it opened, we waited a bit until the newness and hype died down before going. We were here on a Friday in the mid-afternoon. At that time, it wasn't busy. There was only one party ahead of us in line. Ordering involved using a touch screen that, fortunately, wasn't complicated to use (much to my relief--LOL). I ordered 4 cookies---2 Boston Cream Pie, 1 snickerdoodle and 1 chocolate chip. After ordering, one waits at the counter to hear them them call your name. The young woman filling the orders was very friendly and helpful. I asked her if they ever have oatmeal cookies, since they're my husband's favorite. She told me that the selection of cookies changes every week and that I should check on a weekly basis to see what was on offer. The shop itself is bright and clean but I imagine that it could get cramped in there during peak times. As for the cookies---we both ate the Boston cream pie ones the first day. They were shaped to look like a pie crust. A little indentation was made in the cookie that was for the "custard" and the chocolate topping. While okay in flavor, they were disappointing as we both thought that the "custard" should have been thicker (it was kind of runny). The chocolate on top also was on the thin side. To us, they didn't much resemble a Boston cream pie. The next night we divided the remaining cookies in half, saving the other halves for the next night. We wrapped them well and they didn't go stale. The snickerdoodle did have good flavor. My husband thought the chocolate chip cookie was "okay". Would we return to Crumbl? Yes, I'm sure we will go with the intention of trying other flavors...but...we're in no rush.

Great cookies and service The Reston location is always clean and the staff is very friendly!

Need I say more about Crumbl?! I'm really happy and excited Crumbl finally opened today (grand opening) in Reston! Best cookies and always a hit! Cookies were perfectly baked and still warm when I got home. The coconut cookie was my favorite from this week selection. If you have not tried their cookies, you must try. But check weekly to see which cookie flavors interests you. Their cookie menu changes every week! And can't forget to mention, they have super friendly customer service!

Moral of the story: Buy one first. SOOOOO I was super excited to hear this was opening. Friends in different states have raved about these cookies so I stopped in at the first possibility. I wanted the entire wonderful experience and ordered one of each cookie available to try and share with other lucky people. Some were served warm and some cold, I thought that was neat. But they all came in the same box, which I thought was really strange. It made for a pretty presentation, but why would you mix warm and cold cookies? We dove into one as soon as we got to the car so we wouldn't lose that warm cookie experience. It was... ok? Sort of bland and the toppings didn't do much. Alright maybe the blueberries weren't in season or something. So we tried the chocolate one. Yech. So forth, so on. They were either bland or way to strongly flavored. Then there was one that came with pancake syrup. Which was a cool fun idea, till I looked at the ingredients of the syrup. Probably the grossest most processed thing ever. It made me wonder what the cookies were made of, so I looked them up, and thankfully the ingredients aren't processed like the syrup. Why would they choose such a cheap syrup for people to use on their cookies? Cookies aren't health food but choosing something so gross to add to your otherwise "freshly baked" cookies makes no sense. Dunno. Im the end we spent a ton of money on cookies and couldn't even find one that we could say we liked. There was one that was okay... but in the end we tossed the entire box and considered it a lesson learned. Buy one first.

Decadent, delicious cookies. Moist and soft, with lots of creative flavors. Highly recommend!

Quick service and the cookies are always fresh and warm! They last a while as well. Love seeing all the different flavors each week.

Best chocolate chip cookie. Can taste high quality ingredients. Some weekly menus are better than others

Favorite crumbl location in the area. The staff is very friendly. I order a lot for my office and they are always extremely helpful and fast even with my last minute orders

Crumbl Cookies - I ordered them on my app and then picked them up first thing jn the morning. Always give them more time if your going to get them first thing AM because they were not ready for me when I got there. But otherwise the cookies are always delicious. Big fan is the s'more flavor one for this week.

Fast and efficient service with a smile! Cookies were delicious too! Will definitely stop again!

I' had a really good experience here as a first time customer the young lady in front about 1:20pm explained to me the flavors of the week and showed me my cookies and I was out in less than 5 minutes. The chocolate chip is to die for, the French toast cookie didn't last but 4 minutes into the car ride. I'm not sure why this business has such bad reviews other than the entitled customer syndrome lol. If you see a cookie is expensive then don't buy it then complain about it. It's clearly not for your budget. Thanks for the delish cookies I'll be back!

Absolutely amazing every time!! We love spoiling ourselves with Crumbl and the staff is always so kind :)

Pretty good. Customer service is nice and the cookies are freshly baked upon arrival. Beware of the calories tho.

Great location! Friendly staff and clean facility. Tasty creations are always tempting.

Over-hyped and under-delivered. I was excited to see a new place opening here since the storefront had been empty for a while now. Plus my daughter loves desserts. The interior hits you right away- its super bright and all white, way too much so. The actual ordering area is tiny and cramped. The staff was very friendly and the cookies came quickly. Then came the disappointment. They were the most expensive mediocre cookies I have ever had. Very doughy, slightly under baked, and just lacking flavor. Not terrible by any means, but so far from what you would expect based on the hype and cost. We won't be coming back unfortunately, we can get much better cookies for a fraction of the cost elsewhere.

Out of the three times I've been there, two trips have been successful. The cookies were delicious and the customer service was great. One time, I ordered a warm cookie and it wasn't warm at all. The cookies was hard, dry and room temperature.

so good, love the variety from week to week. Blue Monster is Amazing! My Family and I chop up the cookies into quarters and eat them throughout the week.

Great cookies! Great flavors cookies! Service is always nice people greeting you once you walk into the store.

Cookies are soft thick and delicious and it was pretty quick for them to come out with my cookie:)

I love the variety and seasonal flavors Crumbl offers! And is not too sweet, just perfect.

Great service! We always have excellent service and cookies from this location and would strongly recommend

Amazing unique cookies that are always ready for any occasion. There are an assortment of cookies to choose from week to week.

We enjoy Crumbl cookies so much! They are cookies are always delicious and the different flavors appeal to everybody in my household.

Love their cookies. I treat my kids at least 2 times per week. Thank you for being that good.

The cookies are rich and yum! The service is always fast and very friendly! I do wish they had all the bigger cookies in the smaller form.

It's very clean. Wish they greeted the customers when people came in. Otherwise it's good.

Really good cookies and they always make them good the store is nice and the people are nice

1. They are basically all sugar cookies with toppings. 2. The serving side is for 1/4 of a cookie. 3. Order online? Enjoy the $3 auto tip on the $4.75 cookie. Hard pass.

So after a bad experience on Saturday night, I talked to Mary at the Reston Crumbl and after reviewing the tapes and talking to me and the evening crew, we worked everything out. I'm still a bit sad I missed out on some cookies but I am sure they should come around again. The store was clean and Destiny and everyone was helpful and patient. The cookies looked amazing and I am eager to try them, the strawberry jam from the strawberry cheesecake was delicious! I know there is a card game for Crumbl already but I think they should start a new game where we try to guess the flavor of a cookie for next week and whoever gets it right gets a free cookie!

Bummer. I ordered a four pack of cookies via their app; it said they'd be ready at 7:40. I arrived at 7:44, and they were not ready. Then the girl started boxing my order up and put in two incorrect cookies that I did not order. Luckily I saw the mistake from the order counter and was able to correct it before bringing them home with me. Then she said one of the cookie varieties, their regular milk chocolate chip that's offered weekly, would take 25 more minutes to bake. Why did the app allow me to select it as an option, and tell me my order with this cookie in it, would be ready at 7:40 when it would actually need an additional 25 minutes? I had my young kids in the car so I couldn't wait, and I just substituted for another cookie. There were several young employees there, not sure if any were the manager, but they offered no apology or "free cookie next visit" customer loyalty option for their mistake(s). Deducted a star from my previous review for poor customer service.

Finally - a closer location to us! The service is top notch, super friendly and attentive! This is obviously a franchise and they pretty much operate the same. We all know the cookies are to die for, delicious, huge and chewy! I'm not a big fan of their seasonal flavors, I'm a ride or die with their iced sugar cookie. I get it all the time and disappointed when it's replaced with a seasonal flavor for a week. Huge cookies, always made fresh, and the service is outstanding. What more can I ask for?

Cookies are great however when I'm paying such a premium for a cookie I expect the entire e Peyton be great. Customer service was horrible. Had pre ordered cookies for a set time. When I got there they started to prepare the box and took them 15 mins to put a box of cookies together. Then they tell me I ordered one box when I preordered two. Had to do the math for them that one box of small dozen cookies wouldn't cost $54. Finally convinced them that $22+$22 is $44 and thus I paid for two boxes. Then was told they ran out of some for when smaller cookies part of the assortment box. I told them no worries I will take other flavors. Was told I couldn't and they had to give me two large ones of the same flavor. So now I have 12 kids and two of them get large cookies and the rest small. Just illogical. Won't go back there again primarily for the incompetence service.

Meh cookies for a lotta dough! Save your $$. Disappointed... Tollhouse cookies are better.

Excellent service and delivery at the Reston Crumbl store! Would recommend it anyone looking for a great cookie.