Crumbl — Restaurant in Burbank

Ordered a delivery for a relative’s birthday. Never received the delivery. I was told once it goes from the store to DoorDash for delivery they can’t really do anything. I contracted with Crumbl and had no idea a 3rd party delivery service would be used. I ended up having to work with DoorDash to get the delivery fee reversed. Then called the store again to ask how this would be made right. DoorDash credited the delivery fee but couldn’t credit my credit card because it was charged by Crumbl who was my main point of contact. Was told by a Crumbl employee the manager Linda would be called and she would call me. She never did. Called the store again and was told they would check on it. Still no call from a manager or resolution. Nothing. I called today, again, to get a credit issued for goods not delivered. On hold 25 min. Was told they were trying to get the credit issued. How hard can this be? And still no contact with a manager. The customer service is severely lacking. No way do I want to do business with this business so unwilling to make this situation right. So Crumbl Burbank when will my credit...

EDIT: It got worse :( I love the cookies so I went back. I ordered ahead, got there on time and then had to wait for 1hr and 20mins. Please please add trained staff or close earlier for now. Being one of the only late night treat places on magnolia means you will get a LOT of customers at night. Everyone feels so bad for your employees.

Original review: Cookies are great! Especially the butter cake one. It is AMAZING. Sadly this location has really terrible customer service. I was in a rush so I ordered ahead. It was supposed to be ready at 8:45pm. I got there at 8:45 and then had to wait 20mins for my order. There were 2 people working and about 15 customers waiting on orders. Neither of the employees greeted customers or communicated longer wait times. I’d recommend having more employees working and especially having one dedicated to front of house to address and...

I'm on the fence about this location. I've been to this location twice for a pickup order and on both visits I have been the only customer there, but not one hello or hi when I walked in. No eye contact at all. I was invisible. So I just wait over against the wall by the pick up section. Both times I came in the morning. Is it just the morning crew that sucks? There are 4 or 5 employees there and no one can say hi? I get it customer service jobs are annoying. Been there done that but l would never make a customer feel unwelcomed just because I don't like my job. The only time that I was acknowledged was when my name was called for me to get my cookies. And I will add that the person who handed me my cookies was friendly. Now, the cookies are really good. So that would be the only pro for me. But are the cookies so good that it over shadows the poor customer service....