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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:10/11/2024

    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.
    On 10/10/2024 at 6:24pm I placed an order through the Crumbl app for the delivery of 6 mini-cookies (2 milk chocolate chip, 2 maple cream sandwiches, and 2 caramel apple). After I complete the transaction, the Crumbl app alerted me that Crumbl Towson was preparing my order. At approximately 6:35pm on 10/10/24 I was alerted from the Crumbl app that they had assigned my delivery to be done by ********. At 7:35pm a delivery driver arrived with the wrong order (large cookies and a tres leche cake which was the complete opposite of my order). In recorded interactions from my Ring doorbell, the deliver driver and I discussed the discrepancy and when I called the Crumbl Towson location the manager on the phone was rude, condescending, insensitive, and totally out of tune with the issue. When I asked for all of my money to be refunded, she stated that she could not do that since I Crumbl did not deliver my cookies, I would need to contact DoorDash. When I tried to explain that I did not order through DoorDash but the Crumbl app, she called me rude and would not refund my order. When the deliver driver tried to ask her if he could pick-up the order and try re-delivery, the Crumbl manager on duty the night of 10/10/24 told the delivery driver no because I was being rude. I was not being rude but trying to correct her interpretation of events. All of this interaction (delivery and speaking with the Crumbl manager on duty) is recorded and on-video from my Ring camera.

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