Crumbl

The product line used to be fun, innovative, and something customers genuinely looked forward to. Unfortunately, I feel our leadership has lost sight of what made the brand successful. Too many recent products and menu decisions have been less than desirable, and they don’t seem to reflect what customers actually want. We have an incredible library of proven, high-demand products, yet we continue to prioritize experimentation over the products that have consistently performed well..

Our leadership has become increasingly disconnected from the franchise partners who are actually running the stores. Leadership has lost interest in the day-to-day success of the business and, after achieving its own financial objectives, no longer cares as much about the owners. Communication with Corporate is extremely difficult. Our primary avenue for raising concerns is through tickets submitted in the app, yet with so many positions eliminated at Corporate, response times and accessibility have become even worse. The people making decisions are not listening to those who actually operate the stores. FP’s have firsthand knowledge of what works operationally, what customers respond to, and what creates unnecessary costs and challenges. Unfortunately, much of that feedback is dismissed. Leadership's egos have taken precedence over listening to the operators who are directly affected by these decisions. Decisions are made without adequately considering the realities of running a store, and ultimately, the financial consequences fall on the franchise owners. We don't expect Corporate to agree with every piece of feedback we provide, but we do expect to be heard, respected, and treated as partners. This is not a partnership.

The brand is cute

HQ is all related and inexperienced for their positions. The arrogance is the issue here which causes a financial drain on YOU the operator.

It's a cute dessert company

Corporate is all over the place. Very reactive, emotional (ego-driven), and arrogant. They're out of touch when it comes to actual in-store operations.

Customer demand for the original concept (cookies only).

The Franchisor makes it clear that they do not care about FPs or store profitability, they make every attempt to nickel and dime FPs for business decisions meaning they pay for none of them. It’s unclear what we are paying for with royalty fees and how they spend any income to benefit stores (from fees or investments).

There’s not much I can say here. The only advantage is that Crumbl has name recognition, which brings people in—but that’s where the benefits end.

Crumbl is incredibly disorganized. Rollouts routinely appear 2–4 weeks late with poor notice and planning. Orders from Crumbl are often wrong, with no recourse. The shipping process is slow and painful. Corporate repeatedly over-promises and under-delivers, and the franchise support I’m told exists vanishes the moment I need it. Files sent to me for sponsorships are pixelated and unusable. The technology is abysmal. The app has gone down for long stretches this year without any meaningful consequence or fix. The lack of proper backend development is clear—whoever is managing this doesn’t know what they’re doing. Feedback is consistently ignored or brushed off by unqualified staff giving nonsensical or unhelpful responses. I feel embarrassed representing this brand when customers ask about poor corporate marketing choices or Crumbl’s inconsistent values.