Crumbl — Restaurant in Alaska

I recently worked with the store regarding a pretty unique issue. A couple weeks ago a box of six cookies was ordered for me for a celebration. I forgot and had to leave town and didn't make arrangements for someone to pick them up. I called the store and said I would like two cookies out of the six for today and pick up the other four later. They reassured me that that would be okay and they'd be ready for pick-up. When I got to the store there was a whole bunch of confusion and commotion about what I was asking for and the cashier kept trying to charge me nearly $10 for the order. I mentioned to them that I should not be charged for the cookies and didn't understand why I was being charged nearly $10. The confusion ensued and they told me they had issued a refund but the problem is: since the cookies were a gift I do not have access to those funds to get the replacement cookies. Not only did I not receive the cookies, I didn't get a refund either- I am at a complete loss and quite frankly not sure I'll be back to this location. I know Crumbl cannot provide replacements for orders once the store has initiated a refund but how does that help me as a money spending customer? I wasted gas and time to come to the store after they promised to fulfill the order and now I'm empty handed. I'm disappointed.

Day 2: ordered two cookies, one of which I didn't order and happened to be extremely allergic to and the second one was thrown together and ingredients missing. This is two back-to-back days of pure chaos. Please hire better staff or train them to...

They are very sweet employees inside but they should have labels on the cookie display because I was pointing to the cookies I wanted without knowing what they were called or what they were and then I realized when I got in the car that they didn't give me one of the cookies i had pointed to. I don't think this would have happened if they had the names of the cookies on the display by the counter or on the door or window or somewhere where you could see what all the choices were. The menu is way off to the left and i didn't know what that area was until i was done with my order. I just moved here from out of state and I'm used to cookies from this company being warm and soft and these cookies were too hard and they weren't all soft and warm. It was abit of a let down for $18. We're expecting perfection - soft warm fresh cookies not old not cold not hard. They should repeat the order back to you and verify it...

I used to not be the biggest fan of their cookies, they were just too large and maybe that's why the texture was just never right for me.. but they sell mini cookies now and they seem to cook right now.. I've literally had a gift card for over a year cuz I just wasn't a fan.. but I went for it this weekend and got a 3 pack of the minis.. 2 were topped with a bunch of caramel and there was a fluffy creme hidden under it. Ok ya got me! I haven't eaten the chocolate one yet.. it has chopped pecans on it.. if you weren't a fan of their Enourmous cookies - maybe give them...