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Business Profile

Bakery

Crumbl Cookies

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/17/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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 wanted to make you aware of the terrible experience that I had in your store on Saturday 8/6/22. I had a surprise party that I was attending and thought it would be great to bring crumbl cookies that I had once at my work.I placed my order for 12 cookies at 6:33pm with a pickup time of 6:50pm. I selected that I would go inside to pick the cookies up being since I knew it was a Saturday and didn't want to inconvience the employees. I arrived at the store around 7:10 and saw a huge line. I went up to the counter and said that I was there to pickup my order. She looked at the order and said it would be a few minutes and started to put together the box for my order at that same moment. After a few minutes, she tells me that the ganache for the mint chocolate chip cookies is not ready. I asked how much longer and the baker in the back said 5 minutes. I shuffled to the side of the wall to get out of the way.10 minutes pass and my name is still not called. I realize if I don't leave soon I could potentially ruin a surprise party by not being in place before the birthday girl arrives. I approach the counter and tell the girl I really need my cookies I need to leave. I understand that you don't have the ganache but that's ok I'll just take the cookies. So she goes over to the box and presents it to me to review and I say "where are the two cookies'". She said they are not ready because of the ganache. Confused, I said yes but you can put the cookies in there without the ganache. She immediately starts crying. I'm confused. I'm trying to be helpful and say give me the cookies without the ganache and now she's crying. She goes toward the back of the store and the baker (the same one that said the ganache would be 5 minutes, 10 minutes ago) comes towards the front and starts yelling at me for talking to his employee disrespectfully. There's no way he could have heard our conversatio

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