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Business Profile

Online Retailer

Crumb

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

Find a Location

Crumb has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Crumb

      4488 Eagle Falls Pl Tampa, FL 33619

    • Crumb

      256 Champan Rd Ste 105-4 Newark, DE 19702

    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 12 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:07/03/2025

      Type:Billing 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.
      Business offered a free pet i.d. tag and stated to pay only $4.00 shipping. I made payment through ****** and then noticed they had set up a monthly recurring fee of $6.95 that was not authorized. I contacted ****** and put a stop on the fee, then somehow the company accessed my bank checking account and pulled the money from there. I communicated with **** at Crumb repeatedly and her responses were less than helpful. I filed a dispute with my bank and advised **** at Crumb that I would contact BBB, Yelp and FB.

      Business Response

      Date: 07/03/2025

      Hi there, we have resolved this directly with the customer. 

    • Initial Complaint

      Date:06/24/2025

      Type:Product 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.
      The company ************************** sells pet tags claiming they are FREE unless you want to add more services and there will be a charge.I bought my tags, and as soon as I activated them , I WAS CHARGED without my authorization for a service I did not request.I contacted them the same day 6/23/25 6 times ! asking to ****** subscription and refund my money, I received an automated response saying they will review the request. NO REPLY for them.I contacted ****** to file a claim, and seller responded my subscription was still active !Based on reviews for many customers, this company is making UNAUTHORIZED charges without the customers consent and make very difficult to cancel the subscription.Even though the amount I am claiming is not much, it infuriates me that they are taking money from many people, and nobody has stopped them.

      Business Response

      Date: 06/26/2025

      We have emailed this customer directly and refunded them. 

      Customer Answer

      Date: 06/26/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******** *******

    • Initial Complaint

      Date:06/23/2025

      Type:Billing 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 these dog tags, only to find out that they charge monthly. There was NO information given about a monthly charge. They advertise $4.00 shipping fee and thats it.

    • Initial Complaint

      Date:06/23/2025

      Type:Billing 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.
      Pet tag sold by crumb pet Limited was Charged $4.00 then charged separately a international fee 03 cents didnt know about this fee if this was out of country Just want all my money back

      Business Response

      Date: 07/07/2025

      Hi there - thank you for bringing this to our attention. We are looking into how exactly this has happened, and will make the necessary changes to ensure that it doesn't happen again. 

      A full refund of the postage fee has been issued. Please let me know if there is anything else I can do to help. 

      Customer Answer

      Date: 07/07/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:06/16/2025

      Type:Product 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 was online and saw an advertisement for a dog tag that would help find my pet if lost so I order one that was 4 dollars then I decided to order one for my daughters dog . At least thats what I thought I was doing I added his name and other information. But my daughters dogs total came up to $6.95 and yes I wonder why it was more but I said maybe a second one was more. A free days later my dogs tag came but the one for my daughters dog never came. I texted and asked why I never received his tags when mine came so fast and I was told that had signed up for something else and it cost $6.95 a month then they I told them that no I had not sign up for that and Id like my money after that they let me cancel the service and will not take the &6.95 again and I would like a refund for the $13.90 with out question we never reached a compromise.

      Business Response

      Date: 06/16/2025

      Hi, 

      I can confirm that we have resolved this with the customer directly as of June 10th. Refunds have been issued as per the refund policy which was agreed to upon account creation. 

      All the best, 

      Customer Answer

      Date: 06/16/2025

       
      Complaint: 23470506

      I am rejecting this response because:
      I never agreed to anything I was given a response as to what they agreed alone no.t me all I want is my $13.90 to be returned and they can cancel anything else.
      Sincerely,

      ****** *****

      Business Response

      Date: 06/17/2025

      This has now been resolved. 

      Customer Answer

      Date: 06/17/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:05/08/2025

      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.
      I requested a free dog tag on line & paid the shipping & handling ($4.99) with a debit card to get further information about their services. Received dog tag & a post card in package signed bt ***, Founder Crumb.I NEVER SET UP THE TAG - OR - ACTIVATED ANY KIND OF MONTHLY SUBSCRIPTION. They have been withdrawing $12.99 monthly from my bank card account WITHOUT MY AUTHORIZATION!Also, Ive been unable to get a phone number to the company to discuss this matterIve been working on this since 3/1/2025 when I realized it was on my bank statement for that month. I want a refund of all withdrawals & to be rid of this shady company! Please help me with this problem situated in the state of ******* - Thank You!

      Business Response

      Date: 05/08/2025

      Hi there, 

      Thank you for reaching, we'll be happy to provide more context here. 

      It looks like when you ordered the tag you opted into a 14-day trial for our ****************** We sent you an email confirming this, included in the email was also the clear steps that this service will renew unless the renewal option is disabled on your account, or you reach out to the customer support team via email or live chat. 

      I can see that you have not reached out to us, nor was the auto-renewal disabled, this meant that your video vet subscription was started and you have been charged monthly for this.

      Your subscription has been cancelled and refunds have been issued as per the terms and conditions which were agreed to upon account creation. 

      All the best, 

    • Initial Complaint

      Date:05/05/2025

      Type:Product 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 paid for a monthly subscription, after that it showed a yearly subscription. I looked at the yearly one and then it charged me for it. I didn't want the yearly, but it charged me anyway. Even though I had already paid for the monthly one. I contacted the company to refund the yearly money, but they didnt. I then asked to cancel everything & still no response. There is no phone number, just an email address. I have sent 3 emails now with no response. This happened on 4/28/2025.

      Business Response

      Date: 05/05/2025

      Hi there, 

      We have responded to you directly about this, please review your email for further information. 

      Best, 

      Customer Answer

      Date: 05/05/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** **********

    • Initial Complaint

      Date:05/02/2025

      Type:Billing 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 keep having a $6.95 charge to my credit card every month. I did NOT sign up for nor do I authorize this monthly charge. I have tried to contact 'Crumb ****** DE' as it shows on my credit card statement and am unable to find the business contact information. Please CLOSE my account. Do not automatically bill my credit card any longer.

      Business Response

      Date: 05/05/2025

      Hi, 

      Thank you for reaching out. 

      You can easily reach out to our support team by starting a live chat with from within our ************ You can also respond to any of the emails we have sent you and our team would have responded. 

      I can now confirm that your subscription has been cancelled and you will not be charged again. 

      All the best, 

      Customer Answer

      Date: 05/05/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ****** *******

    • Initial Complaint

      Date:04/04/2025

      Type:Billing 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 signed up for this dog tag. I was charged $9.99 the first month, and was unaware there was even a charge so I cancelled. Every month since November 2024 I have cancelled the account yet continue to be charged monthly fees. I have reached out every time and been assured Id get a refund and my account was cancelled. Then the next month we go through it all again. Every time, I tell them to cancel my account and remove my payment information (I am unable to remove the payment information on my end; I have tried), They assure me the case is resolved but then here we are once again. They continue to offer me special pricing even though I have stopped being kind and have been more than clear that I do not want their services. I am at a loss on what to do and am getting absolutely no where.

      Business Response

      Date: 04/04/2025

      Hi there, 

      Thank you for reaching out. 

      I have reviewed your case and would like to apologize for any confusion. I'll be happy to provide some more information here. 

      When you initially ordered one of our products, you opted into a trial of our ****************** The trial was not cancelled, which meant that it renewed. As mentioned in the confirmation email which was sent to you when you opted into the trial, your Video Vet subscription will renew at every month until it is cancelled from within your account with us. 

      On Black Friday, you also accepted a promotional offer for a years access to Premium Features on your pets tag. I can confirm that you did successfully disable the auto-renewal for this plan, but you did not disable auto renewal for the Video Vet subscription. We have resources available on our help center on how to do this: *******************************************************************************************************************************. This is why you were continued to be charged for your Video Vet subscription. 

      I have now cancelled your Video Vet subscription and refunded all Video Vet payments, equalling $39.96. The refund should reach your within 3-5 business days at the very latest. I have also removed your payment information from your account as per your request. Please note, we've also already refunded your $4 postage charge as a goodwill gesture. 

      Just so you know, you still have access to the full suite of Premium features until November of this year. If you need help accessing your account or using any of the features available to you, feel free to check out our Help Center: ************************************************

      Ive also shared this case with our support leadership team so we can learn from the experience and improve how we communicate about trials and renewals moving forward.

      Thank you once again and we wish you the best. 

      Customer Answer

      Date: 04/07/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is will suffice my needs.

      i can only hope their customer service **** do better going forward. There were ample opportunities to explain the issue to me with more details so I understood (because I clearly didnt understand about the vet service), but instead we went in circles with me saying Id like to cancel all of my accounts, being sent a link to cancel and then cancelling, and doing it all over again each month. Nit to THEN be told they got special permission to give me a deal to keep my membership. Like, tell me you arent listening without telling me youre not listening should be the motto based on my experience  

      I dont know if its humans or AI but whatever the issue, it creates a horrible experience on the customer end and should be looked at.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:03/17/2025

      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.
      On 3/1/25, I purchased a QRCode dog tag online from Crumb.The advertisement did not say there would be a monthly subscription required in order to activate the tag. This company's advertisement gave the impression that the QRCode tag would be used much like a regular dog tag. Simply scan and your contact info and dog info would be ************ I was very surprised that the dog tag would only work with a monthly subscription.This, however is not discovered until you enter your personal info, along with pet picture and details. At the end of all of this data entry, you are forced to proceed with a monthly subscription. There is no way to opt out. There is no way to go back and remove your information or dog's information either. So your only option is to subscribe.Not interested. This is very deceptive.I attempted to contact the company via email to request a refund for the cost of the tag. No reply to my email, but instead received several emails, back to back stating they are aware the tags have not been registered and are now offering a 99cent monthly initial subscription. No thank you.I want my account info deleted and refund for cost of tag.Very stressful.Very irresponsible and corrupt practice here.

      Business Response

      Date: 03/17/2025

      Hi there, 

      Thank you for your message, I'll be happy to provide some more context here. 

      You do not need a monthly subscription to benefit from having a Crumb tag. The tag will show a basic pet profile without a subscription, by default, all new customers are on the free plan. It is completely optional to opt into a free plan. We have this outlined on our website (see attached), our online help center and our social media. 

      I can see that you emailed us on Saturday and we have already responded to you, explaining that you don't need a paid subscription to benefit from having a Crumb tag and that you were already on the free plan. 

      As a goodwill gesture, I have issued a refund for your postage cost. I have also deleted all your information off our systems as per your request. 

      We hope that this is a satisfactory outcome for you.

      All the best, 

       

       

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