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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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Complaint status

Complaint type

  • Initial Complaint

    Date:07/08/2022

    Type:Delivery 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.
    Tried to order online through app at the crumble location in ******* **** on July 2nd. Placed order through app and it said failed please try again, so I did. It said failed, please try again, so I did. I tried 3 times. After the third time, I called the store to ask if they had received my order. They said they had not but to continue trying. So I tried 2 more times. I even tried changing my tip amount to see if that would make a difference. After the 5th time, I checked my mobile banking and I was pre Auth every time and the money was pending out of my debit account. I have $70.50 currently still pending. Even though the app kept telling me it failed and to try again, my bank account was taking it out. I called and spoke with Evelyn, the owner of the Canton location. She was extremely nice and apologized and told me to contact customer service. She had a box of cookies ready for me when I arrived and did not charge me for them. They have absolutely no record of my credit card on file. All 5 times it never went through. The corporate office of Crumble instructed me to contact my bank. My bank said that it is up to Crumble to release my funds. Crumble states that they don't have them to release. I did contact customer service. They informed me that it is a problem with their app and ****** which is the company collecting the money? They were not helpful at all and told me it should go back in my account in a couple days. This was Saturday. It is now Wednesday and the 5 pending purchases are still being held in my debit account tying up money that I need. I would have never tried multiple times if their app would not have instructed me to do so. I want to reiterate that the owner of that location was very helpful however this needs taken care of asap. The bottom line is that I still have $70.50 tied up in my account that is my money and I cant touch. Crumble refuses to take care of getting money back.

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