‘They’re doing something wrong’: Crumbl customers ask for a refund after ordering Oreo cheesecake.

They can’t believe the employee’s response. An attempt at reviewing desserts from Crumbl Cookies took an awkward turn for two TikTokers who weren’t happy with the Oreo cheesecake.

Photo by@hilgirl19/TikTok Tada Images/Adobe Stock (Licensed)

Hilary (@hilgirl19) and her friend Kierra recently purchased a box of four items from their local Crumbl, including the new Oreo cheesecake. While recording their review for social media, they found the cheesecake to be “disgusting” enough that it prompted questions over whether there was actually something wrong with the one they received.

“It’s not right, whatever it is,” Kierra says after spitting her bite out. “The top feels like it should be cold, but it’s warm.”

Determined to try it out herself, Hilary even goes as far as to suggest it might be "rotten".

Disappointed, they decide to call the store to inquire about the deal—all the while recording for TikTok.

The employee who answers confirms the cheesecake is supposed to be “chilled.” Hilary lets her know that theirs had not been.

“We just got one, and it kind of tastes rotten, in a way, and it’s warm? And it’s really gross,” she says. “I was wondering if there’s any way we could get a refund or something, just because we did pay extra for it.”

After a lengthy pause, instead of directly agreeing to a refund, the staff member suggests a different solution.

“I hate to say this, but it is kind of just a gross cookie. It doesn’t taste good,” she says. “People come in and order, and I’m like, ‘No, do not get this.’”

Hilary and Kierra were clearly surprised—and found the reaction quite funny—so they decided that was their final order.

But, Hilary had already shared the video and mentioned Crumbl Cookies in the post, indicating she still wanted her money back.

What other customers say about the new Oreo cheesecake

It appeared that the audience was generally in favor of this. While their personal critiques of the new Oreo cheesecake were varied, they generally had a positive outlook on it.

“Our cheesecake one was good,” wrote @ariintherarri. “It’s just that crumbl locations are very inconsistent.”

“Wait no!! they’re doing something wrong bc mine didn’t look like that and it’s SO GOOD,” @someonespal agreed.

But another commenter claimed that “every review I’ve seen this week everyone hates the cheesecake Oreo one,” while another said they’d heard “people say it tastes sour.”

“It was so good I went back the next day and got another one,” @thefrenchiemomqueen admitted. “I think they made it wrong that’s wild.”

Regrettably, the TikTok platform is also acting as a cautionary tale for regular employees to be cautious when giving advice to customers, as you could be recorded and have your comments shared online.