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Crumbl Cookies

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Crumbl Cookies's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 5 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/21/2025

      Type:Sales and Advertising 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 ordered a gift on crumbl cookies app through my phone. I ordered 6 cookies for my brother in law who had just had surgery. I asked for the package to be left on the porch as to not bother anyone. The package wasn't packaged correctly and by the time it was delivered, there were ants and insects on all of the cookies. My brother in law had to throw away all the cookies and didn't even get a chance to eat any. I had tried calling the franchise store in my area and left two voicemails. No one has gotten back to me yet. I am very dissapointed as I love Crumbl cookies but will not be ordering from them again.

    • Initial Complaint

      Date:07/07/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 recently had a birthday reward coupon to use in the Crumbl mobile app. I am a rewards member with the Crumbl rewards program. The birthday reward coupon was a qr code to scan in the mobile app for a free single cookie. The coupon expired on Sunday, July 6, 2025. All the Crumbl stores in Hawaii close on Sunday, so I couldn't use it. I was planning to use it yesterday, but found out store was closed on Sunday. I tried contacting Crumbl customer service via chat but no one answers my question, chat feature does not work good. I am trying to find out if coupon can please be reissued or expiration date can be extended? There is no customer service phone number to call. Please let me know. Thank you

    • Initial Complaint

      Date:07/18/2024

      Type:Product 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 purchased 6 cookies from this Crumbl Cookies location. All of the cookies I was given were extremely undercooked and inedible. I tried contacting Crumbl to ask for a refund but they were unhelpful. They just told me that their cookies are supposed to be gooey and that they are not underbaked, just gooey. They gave me a voucher for one free cookie. How does a voucher for one free cookie make up for six underbaked cookies that I could not eat and had to throw away? The cookies were not simply gooey, they were extremely underbaked. They were practically raw cookie dough! I did not purchased raw cookie dough, I purchased cooked cookies! I have had Crumbl Cookies prior to this experience and thus know the difference between a gooey cookie and an underbaked cookie. I'm not sure if it is a health code violation to give a customer raw cookie dough, but these cookies were underbaked and not just gooey.

    Crumbl Cookies is NOT a BBB Accredited Business.

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