Crumbl — Restaurant in Aurora

WHATEVER YOU DO, DO NOT USE THIS LOCATION. I ordered from this store $100 worth of cookies to be sent to healthcare workers at a local hospital the day after New Year’s. The cookies were never delivered, and the store was called and advised of this. The store said they would send the order out again. The store charged me for the order both times and neither order were ever delivered. The picture they sent as proof of the delivery looks nothing like the location where the cookies were to be delivered to. An email was sent to the store requesting a refund or to resolve the problem and the store never replied. A phone call was also placed to the store to speak to a manager and the phone call was never returned. A dispute was file. with the credit card company, and Crumbl can only provide proof that an order was placed, and not that the order was delivered, and when called for customer service, they refuse to issue any kind of refund and only offered a voucher for a box of cookies. They even admit there were very clear instructions about where to deliver the order at the hospital. Clearly Crumbl does not care about their customer service, customers or even healthcare workers that were supposed to get those cookies the day...

I feel like Crumbls latest promotion is a bait and switch..advertising in store shows 4 large Chocolate Chip cookies for $ 9.99 but when we checked out this location it shows that on the menu but when you try to order it comes up $17 and change for 4. We asked one of the girls who was working and she said that it was only the minis for that price. Interesting considering that the mobile app shows the 4 pk of chocolate chip for 9.99 and says that's a 49% savings so it would be the regular large cookies on sale and not the minis at a 49% savings. We ended up using my rewards only so Crumbl lost out on a cash sale tonight because their employees were not properly informed of the correct sale items and their machines were not updated with the sale price either. Feels like a bait and switch and that's just bad for business in this...

Please make sure you take your business somewhere else or at the very least a different location. Placed a catering order + TIP for my daughter’s 7th birthday. Boxes were full of frosting and crusty/sticky. One set of cookies had no glaze, the sticky buns had MINIMAL topping. One cookie came smashed like someone’s finger went into it. All that fine, whatever, I return to the location after being almost half way home. I tell an employee and home girl proceeds to argue with me that there is topping and glaze. Girl just fix it and add the glaze. We work too hard to just have businesses over charge and have low budget customer service. TRASH.

ETA to owners copy and paste response- I have reached out to the franchise owners email and to corporate. I look forward to your actual response and action to fix the issue. 1/2025 still...