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Crumbl Cookies

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:01/31/2024

    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.
    Crumbl cookies has a loyalty rewards program..If you spend $100.00 you get $10.00 to use toward another purchase.I am entitled to $10.00 which the ********* staff verified. My home phone number is in their system which they told me I could use. Now they are telling me only a cell phone will work to give me a text and they cant fix it in the system.., I need to call ************** which isnt in service..I called another number I found ************** also not in service..I called the Ceo VP **************, no answer just rings.. On 10-14-23 I e-mailed ******************************** No response. I went back to the store in ********* 1-22-24 and wanted to talk to the boss.. A staff member called her ****** and she said to e- mail her and she will take care of it.. I e-mailed on 1-22-24 at **************************************** No response.. I e-mailed her again on 1-26-24.. No response!!! I called the store on 1-30-24 and a staff member said ****** will be in at 4pm, so I called and left a message for her to call me.. No Response.. This is very simple to solve. Just give me a gift card or give me 2 cookies which are $5.00 each .. Total $10.00 This is terrible that I had to go thru this.. Their customer service stinks and needs to be fixed and they need to honor my reward!!!

    Business Response

    Date: 02/16/2024

    I apologize that you did not receive the customer experience we strive for at ********************. I hope you give us the opportunity to serve you again and deliver the service you expect. Please come back to Crumbl ********* at your convenience to receive your return of $10 as well as a FREE six-pack. There's no expiration date on this offer. Please just come in and ask for ************************ or **** and we will take care of you. Again, please accept our apologies and hope to see you soon. Regards, ****.

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