Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Bakery

Crumbl Cookies

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bakery.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/10/2024

    Type:Sales and Advertising 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.
    When you purchase an online order with Crumbl through their app, you are charged before you pick up the order. Some of the items you order have an up charge if they are premium.

    On three occasions this year, I arrived to pick up my order only to be told the items were sold out and to “pick another flavor”. The other flavors are not the premium item, I was not offered a refund so I paid for a premium item to receive a regular item and lost out on money and was not offered a refund.

    Crumbl should not be collecting money from customers before they pick up their order if items are going to be sold out. Crumbl is pocketing the money when I pay for a premium item and the item is sold out when I arrive. I am not understanding why the item would even be available to order on the app if it’s sold out. This seems to happen often.

    Business Response

    Date: 11/12/2024

    The online ordering system is provided and maintained by Crumbl corporate. The franchise location doesn't have any control on changing the ordering system.  We provide an option to our customers to email us if they have any concern about the order or need a refund for the difference for the uncharge for premium items.  The store email address is mentioned on the main door and also posted next to the store phone for our crew to provide it to our customers.  Please ask customer to reach out to use on the same email (********************) with the order number and date of the order and we will process the refund for the difference.  

  • Initial Complaint

    Date:03/25/2024

    Type:Product 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.
    2/19, placed online order through their app to pick up 2/20. Unfortunately I had an emergency and was unable to pick up order. Prepaid via app when checking out, 101.44. Their app does not give you an option to cancel your order and unsuccessful attempts to call the store, on 2/21, the money had been taken out of my account, with me not picking up my order. I have been in contact with the manager at the store level to refund my money. Third attempt, they state it’s now giving an error message and they are unable to resolve my refund. It’s been over a month and I just want my money back. How a business can offer a service online, with no option to cancel the order, then take the money out when have not picked up order blows my mind.

    Business Response

    Date: 03/25/2024

    This has been taken care off. 

Crumbl Cookies is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.