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Business Profile

Bakery

Crumbl Cookies

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bakery.

Complaints

Customer Complaints Summary

  • 4 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:09/26/2024

    Type:Customer Service 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 would like to submit a complaint on this store because they neglect to provide service to its customers during the hours of service. If the store states that they are open until 10 pm, it is unreasonable that a customer arrives at 9:30 and the store neglects them service. In addition to this, the other closes store is about 15-20 miles away making it highly inconvenient and unfeasible for a customer to drive that long because this store cannot provide appropriate service. Therefore, as a customer and purchaser I demand that this store either revises their serving or business procedures, or otherwise shut down the location. It’s has been more than 5 times that I come with my daughters to get a cookie at this location and they neglect to provide the appropriate service due to their lack of organizational skills. It is unacceptable. Please find this complaint as a formal request for this store to function properly or move somewhere else that would make it better for its customers.

  • Initial Complaint

    Date:02/15/2023

    Type:Delivery 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.
    I ordered Crumbl Cookies from the Crumbl website the morning of 2/14/23 to be sent for Valentines/Birthday for my daughter. She works at a large business on ******** Blv. The cookies were to be delivered at 12:30pm. at 2:50pm, I received a text from Crumbl saying my order had been modified or canceled. The Door Dash driver did text me also to say that there was a huge line, he had been waiting over 20 minutes, left with no cookies. I have called the store multiple times, they are not answering. I have received no refund, and no cookies have been delivered to my daughter. this is beyond terrible customer service. to run out of merchandise before that early in the day on Valentines day is ridiculous. very poor management. I have given them more than 24 hours to rectify the situation. your help to get a refund or cookies delivered is greatly appreciated.

    Business Response

    Date: 02/16/2023

    Hello! We are happy to help with this situation! Please email me your phone number and receipt ID so I may access your order. I'd love to get this refunded for you since your order was cancelled.

    For future reference, we have support available during business hours at crumbl.com/support.

     

    I look forward to hearing from you!

Crumbl Cookies is NOT a BBB Accredited Business.

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