We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Bakery

Crumbl Cookies

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bakery.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/10/2024

    Type:Product 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 placed 2 recent orders with Crumbl Cookie through ******** from the ********* location in *********************. One was on 11.6.12 at 5:45pm. I ordered the $19.99 4 pack and it took an hour to arrive, was not insulated and was not sealed properly, posing a safety risk so I threw the order away. I had to fight with ******** to gave me $13 in credits, half of the $26 total that I spent. The second order was placed on 11.9.24 at 12:16pm. I again ordered the 4 pack for $19.99. It arrived in poor condition with some cookies seeming old and stale, not even close to the quality it should be. Doordash gave me $5 in credits and refuses to help me further. I understand the quality of your cookies is going downhill, that is very apparent and since they are so expensive, it is financially devastating to continue to lose money on this giving this company more chances. I didn't want to believe all the articles I saw regarding this well known issue but apparently it's very true. I have asked doordash to refund the full amount, I have filed a complaint with the BBB but they still refuse. Please help me with a full refund for both orders.Attached is a picture I took of the order from 11.6 that was not sealed. Sticker was stuck to inside of box.

  • Initial Complaint

    Date:07/01/2024

    Type:Service or Repair 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.
    July 1, 2024 at 1:02pm Receipt # NmlsgrcsQJ Total ***** I asked the cashier to give me a receipt. She told me to get it off my phone. Due to this was a purchase for the company I asked for a paper receipt. She printed handed me three receipts from previous orders and got mad when I gave the other two back to her and told me she was with a customer, and I explained yes me. The she told me she did not have time to deal with me. I asked for the manager the shift manager stood there while she continued to be disrespectful and never told her to be quit or apologized. Horrible customer service from the cashier and shift manager.

  • Initial Complaint

    Date:03/27/2024

    Type:Service or Repair 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 purchased Crumbl cookies through DoorDash, which is the company that delivers for them and they will not give me credit on my app for this

  • Initial Complaint

    Date:10/08/2022

    Type:Billing 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.
    Unauthorized charge on my credit card by Crumbl. I have never done business with this company nor had I ever even heard of Crumbl until the unauthorized charge appeared. I have no idea how they got my credit card number. **************** reports that the charge was for an online order, not a purchase at one of their retail stores. Tried calling and texting Crumbl as directed on their web site, but received no reply. They have no humans answering the phone. **************** is reversing the charge but I'm still having to go through the hassle of dealing with this scam company.Unauthorized charge was on Sept 14, 2022 in the amount of $25.74 by CRUMBL at ******************************************************************. Amex card number ends in *****

  • Initial Complaint

    Date:09/27/2022

    Type:Service or Repair 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.
    the business made an error regarding my account information and i had to sit and wait 30 min for an order i made that under normal conditions for customers should have taken no more than 4 min. I complained to the employee that took the order which occurred on Sept 17, 2022 and the employee told me that he had to talk to the manager. the communication from employee to manager never took place and i spent close to 30 min for them to sort out what order was mine. this is completely unacceptable.

  • Initial Complaint

    Date:09/12/2022

    Type:Service or Repair 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.
    On 9/8/22. Crumbl Cookies charged my bank account ***** in three seperate transactions consecutively, for a total of ******. No one in my family placed any order or went to a Crumbl location, whatsoever. I contacted my bank and they suggested calling Crumbl to get the transactions refunded. The only way to contact Crumble is a chat and they simply told me there was nothing they could do with just my card number and the date. I find this ridiculous. I had to call my bank back cancel my card and file a fraudulent claim.

  • Initial Complaint

    Date:09/12/2022

    Type:Service or Repair 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.
    so I have these Entertainment coupons that are supposed to be half off purchases used them for the last couple of years with no problems then I went to *********** **** location and they refused to take them yet lt says they are good at there locations I went to crumbles website and talked to this Rude lady named ***** on the website chat who was very rude and told those coupons were no good at all and they never took them I tried to reach the ceo on ******* and through linkendin and he never got back to me at this point I am really upset and I want a free box of cookies for them not honoring the coupons and being really really rude to me on the website chat these coupons should be good entertainment still putting them on there website and says good at there stores

  • Initial Complaint

    Date:08/26/2022

    Type:Service or Repair 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 ordered cookies through the app, after placing the order I drove to the store in ******** **. none of the workers helped me. They helped everyone else and then when I spoke up 10 minutes later they said oh were out of the cookies you ordered never helped me at all.

  • Initial Complaint

    Date:07/18/2022

    Type:Sales and Advertising 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.
    HORRIBLE CUSTOMER SERVice!!! I placed a gift delivery order through the Crumbl app. Their delivery person never notified the recipient and left a box of cookies and ice cream sitting on the ground and just left! Did not ring the doorbell, knock, on the door, NOTHING! My friend later found the cookies on her doorstep infested with ants and the 4 pints of ice cream melted!we called the store and the manager said she had no authority to offer customer service, that we need to speak to the owner. We contacted the owner, which was USELESS! She NEVER offered to replace the ant infested, melted items. IN FACT, she said I would have to place a new order if I wanted my friends birthday gift replaced! ARE! YOU! KIDDING! ME! She did finally offer to credit my account which has yet to be done 9 DAYS LATER!!! I even contavted the owner today AGAIN to get my credit and she does not respond.

Crumbl Cookies is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.