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Business Profile

Bakery

Crumbl Cookie

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bakery.

Complaints

Customer Complaints Summary

  • 3 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/06/2024

    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.
    On 9/16/24 I ordered a pick-up order of 12 minis and four regular sized cookies.The regular cookies were fine; the 12 minis were hard and did not get better when microwaved.I called the store twice to request a refund of ***** Crumbl points (the mini order was purchased with points). The second time I was placed on hold for 20 minutes and gave up.On 7/16 I sent an email to ********************************** to request a refund of points. I did not receive a response.On 7/18 I sent an email to ********************************** and copied ***************************************** Mr. ******* replied and said he would submit my request. I heard nothing more after that and have not received a points credit or refund.Crumbl is great overall; I would just like this issue resolved and have not been able to do so. My desired resolution is a refund of 2500 loyalty points or $24.99 (cash equivalent).

  • Initial Complaint

    Date:09/25/2024

    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 have been trying to get an order placed through thr app since 5:30 pm and it now an hour later ans ******** successful order. My first order kept lagging then eventually said something went wrong. I still had my order sitting in the cart but my account had a pending charge. I tried to place the order to keep encountering problems then it told me to use another card. Then said stuff was out of stock. Then it declined the orders 3x.I guess the app was having trouble which is understandable but I can't even reach any type of support to maybe get a raincheck or a resolution. I have googled how to contact customer service ans kept ending up on the app but the chat bubble nowhere to be found as if the disabled it because of the sale.This was my first time trying to purchase since people always talk about them so I figure I'll try them since they were on sale. We'll let's just say I won't be returning ever.

  • Initial Complaint

    Date:02/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We placed an order at Crumbl Cookie in ******* 2/24/2024 . We drive almost an hour was to pick them up ****** (my daughter) Called before placing order to see if she if she could order and pick them up if she was not going to arrive until after closing& the employee was so friendly I even left a gracious tip & when I placed the order through the app I had no call them back & told them to replace the two CC cookies with the two the 1st employee said they had, ******* the manager answered this phone call and told me that they get phone calls like this all the time and that even though shes not supposed to shes gonna go ahead and do it and leave them on the bench for us. By this time we were already almost pulling in. told her that the employee spoke with earlier mentioned they had two cookies left that were showing sold out through the App instead of the CC ordered please put the two cookies left in the box which I left a note as well. This time ******* the manager answered and ** asking for the phone call to be reviewed and ** also asking for the video footage to be reviewed. When my daughter arrived and the location ******* obviously told her ride who was parked directly in front of the door. He told my daughter to not even try they are closed and he also said 3 other things that he would of only known about if he worked where. So ******* the manager told her ride about this ************** said 4 things to my daughter and her friend which they are young girls and in high school, They were so excited about their cookies after a long week of school & cheering at a basketball game, this really scared her but ******* finally answered and told her that she refunded the order and that she changed her mind and refunded. This is absolutely unacceptable & I am a loyal customer & of his is not just a mistake but she went to far having her ride home tell my daughter from his car that she is not to go inside. My daughter left without our order that we paid for, scared.

    Business Response

    Date: 02/28/2024

    Hello,

     

    Thanks for reaching out regarding this complaint. As the owner of the business I take all complaints seriously. I'm sorry that your experience wasn't great. Unfortunately we were out of the cookie you wanted for the whole entire day on Saturday the 24th due to issues getting more of the baking cups shipped to us, which was completely out of our control. When you originally called you spoke with a ***** instead of a manager and the ***** didn't have all the information that would've been needed to make any promises. When our manager, *******, found out what the ***** said she let you know that we would have to issue you a refund due to us not having any of the product available. Our last male employee clocked out at 10:38pm when the store closed at 11pm so I'm unsure if it was an actual employee that your daughter spoke with. We were accepting orders until we closed at 11pm but we were only able to sell any of the flavors that we still had in stock. 

    In the future you're more than welcome to reach out to the store's email **********************************

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