Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order (#0rr6jmnnvV) on Aug ****************************************** store. I used my Crumbl cash to make the purchase which I earned by using my Perks over time. I picked up the gift cards the same day but when I went to use the cards on Oct 10th I discovered that the gift cards were not loaded properly and didnt work. I called the store to report the issue on Oct 12th and the store issued a refund to my account but my ********************** cash was never refilled. A store agent said to wait 1.5 weeks for the store credit to be refilled and to contact the manager if I still havent received the crumbl cash (store credit). So about 2 weeks later I had to email the manager because my Crumbl cash still hasnt been refilled yet. Its been a week since I sent the email but Ive gotten no response, so I contacted the website customer service messenger today and a girl named ****** responded saying that you cant make gift card purchases using Crumbl points which I did, and she also said that my Crumbl cash wont be refilled since the points were earned fraudulently. They refuse to respond now after I asked how they came to this conclusion because its obviously wrong. I made the transaction using the points I earned fairly and everything went through properly at the time of purchase. Now the business is refusing to respond to my questions. This is unacceptable, I paid $50 for three gift cards which they are refusing to return or even address. There is nothing fraudulent about this issue, they are simply using this as an excuse to deny my issue. I want my $50 back in the form of store credit or a gift card as I am owed.

  Business Response

  Date: 11/12/2024

  Thank you for reaching out about this issue. We understand your frustration and apologize for any inconvenience caused.
  Upon review, our records indicate that the Crumbl Cash used to purchase these gift cards was acquired through an unintended technical exploit. To maintain the integrity of our rewards program, weve deactivated gift cards obtained in this fraudulent way. This means we will not reissue Crumbl Cash or credit for these purchases.
  We strive to create a fair experience for all customers and appreciate your understanding. If you have further questions about our policies or need assistance with a different matter, please dont hesitate to reach out directly. Thank you for your understanding and patience.

  Customer Answer

  Date: 11/12/2024

  Nothing about the points that I earned were earned unfairly. To be clear, I signed up with Crumbl with a new account and I used the Crumbl perks included with the sign up process to make the three gift card purchases. If your system did not allow this order to be placed than it should have rejected it. Claiming this dispute goes against your policy is a wrong and an unfair assessment. Crumbl also can not just take earned points away without any justification. If there truly was a problem with how I earned the points for this purchase then I should have been notified in the app when earning the points or when making the order for the three gift cards. I complied with Crumbl's policy the whole way through making these transactions, so I do not accept Crumbl's response to this BBB complaint. I request immediate compensation for this major inconvenience that Crumbl has caused. This compensation will be for the pain and suffering Crumbl has caused me; the time lost in contacting your business to correct this matter through phone and through emails; and for the 50 "Crumbl cash" earned on my account which has yet to be refilled.