Crumbl

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Crumbl's key feedback

Order Readiness Issues

Some users experience delays in order readiness, with approximately 5% of users reporting that their orders were not prepared on time, leading to dissatisfaction with the pickup process.

I arrived to pick up my order, but it wasn't ready, and the cookies looked damaged.

Product Availability

Around 3% of users are frustrated by the unavailability of specific cookies they ordered, with no prior notification or reimbursement, impacting their overall satisfaction.

I ordered specific cookies, but the store didn't have them and didn't inform me or refund my money.

Long Wait Times

Approximately 2% of users report excessively long wait times, sometimes up to an hour, which diminishes the value of the service and discourages future visits.

The wait was over 45 minutes, and they were out of half the cookies I ordered.

High Delivery Fees

A small percentage of users, about 1%, express concern over high delivery fees, which they feel detracts from the overall value of using the app for ordering.

I love the app, but the delivery fee is too high.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Crumbl

Crumbl receives overwhelmingly positive feedback for its delicious cookies, user-friendly app, and rewarding loyalty program. Users appreciate the app's ease of navigation, the ability to earn rewards, and the excitement of weekly flavor updates. However, there is a rare mention of a negative experience related to food safety.

#2 RUNNER UP

Insomnia Cookies

Insomnia Cookies is praised for its delicious cookies, excellent service, and reliable delivery, especially for late-night cravings. Users appreciate the seamless app experience and the friendly staff, although some have encountered issues with app glitches and payment methods.

#3 Straggler

Tiff's Treats

Tiff's Treats is known for its delicious cookies, but the app receives criticism for its lack of order tracking and cumbersome user experience. Customers express frustration with the app's limitations on cookie variety and frequent pop-ups, despite enjoying the product itself.

Nuggets

Major Highlights of the Week

Order Readiness

Customers experience delays in order readiness, leading to dissatisfaction when orders are not prepared upon arrival. This issue is exacerbated when the presentation of the product is compromised, as seen in damaged packaging.

I arrived to pick up my order, but it wasn't ready, and the cookies looked like they were in a car accident.

Product Availability

There is a significant issue with product availability, where customers are not receiving the items they ordered and are not informed about substitutions or stockouts. This lack of communication and failure to reimburse affects customer trust and satisfaction.

I ordered specific cookies, but the store gave me different ones without notifying me or offering a refund.

Long Wait Times

Excessive wait times, sometimes exceeding 45 minutes, are causing frustration among customers, especially when compounded by product unavailability. This inefficiency in service delivery is leading to negative customer experiences and potential loss of repeat business.

I waited nearly an hour only to find out half my order was unavailable, and I had to wait even longer for substitutes.

Complaint Resolution

The app lacks a clear mechanism for customers to lodge complaints or seek resolution for issues encountered, such as incorrect orders or service delays. This gap in customer support infrastructure is leading to customer dissatisfaction and app deletion.

There's no place in the app to complain when I don't get what I paid for, so I'm deleting it.

Pricing Concerns

Some customers perceive the pricing of Crumbl products as not affordable, which could impact the perceived value and accessibility of the brand. Addressing these concerns could help in aligning pricing strategies with customer expectations.

The cookies should be more affordable.

Delivery Costs

High delivery fees are a concern for customers, particularly in areas with limited store access, impacting the overall value proposition of the app. This could deter potential users from utilizing the delivery service.

I wish the order fee wasn't so high, especially since there aren't many stores nearby.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Order Readiness

Product Availability

Long Wait Times

Complaint Resolution

Pricing Concerns

Delivery Costs

Quotes of the week

Hear from some of the most impactful users to drive changes

I don’t like the fact I go out of my way to order from the app, to not get what I paid for. Then there is no place for me to complain about it. Second time I paid for a certain cookie for the store to give me what they want and not call or text to say they didn’t have the product.. but don’t reimburse me the money. Being from NYC, not too many stores are close by so I pay more for delivery. So I will be deleting this app.

Thalia😘

Week of April 9th, 2025

The wait is not worth it. No cookie is worth a 45 minute to an hour wait. Understaffed and after about an hour wait I’m told that they are out of half the cookies I ordered. I could substitute or wait another 15 minutes. At that point I was done … never again.

ponyboyII

Week of April 9th, 2025

I’m placed order on line and drove over to pick them up. They weren’t ready. When I opened the box it looked like they were in a car accident!

localgal50

Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

I’m placed order on line and drove over to pick them up. They weren’t ready. When I opened the box it looked like they were in a car accident!

Koray Okumus

Google Play

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User Experience Report

Crumbl

Top Insights This Week

Order Readiness Issues

Product Availability

Long Wait Times

High Delivery Fees

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts