Crumbl — Restaurant in Burlington

Our first and probably last time trying this place. My daughter was insistent that we try this place because she had heard they had an Olivia Rodrigo cookie. They change their flavors every week, so of course they no longer had the cookie she came here for, but like any cookie shop they had a selection of either big cookies or small (3 bites) cookies. About half of the available cookies were sold out, but what really frustrated me was they REFUSED TO sell us just one single cookie because THEY ran out of the boxes for them. I tried explaining that we were just here to try them and assured her that the cookie wouldn't need a box, but the employee was insistent that it's against company policy to sell the one cookie. We were forced to either buy 4 large cookies or 3 small cookies because of their inventory problem. We chose the latter even though 3 small cookies was less cookie than one large one, and cost twice as much. Any company that has a policy like that doesn't care about the customer, and their policy of changing flavors weekly means that if you did find a flavor you like it doesn't matter because it won't be there the next time you go. There are so many wonderful dessert shops in this world. Places that have a better selection of flavors and that care about the customer experience. This just isn't...

Usily workers are very nice and respectful and give the customers alway right service. Well we just came in there sign said they had 3 out of 4 of the flavors we wanted there was Noone in line well when we get to cashier and order he tells us they only have one of the kinds we wanted and in the background his Co worker " oh I just ate the last of that one and you ate the last of the other one" so we didn't get 2 of the cookies we wanted to try because the workers were eating cookies they weren't supposed to. Well we get a 4 pack of the one we did want to try run are card as I telling him to put my phone number in for my crumble points ( I'm 2 points away from another 10 $ free) well he just runs my card and doesn't even give me a receipt I tell him hey I was telling you to put my phone # in for my points and he says oh well it will go to the account of the name on card ( used wife's card and wife's standing next to me) wife" umm I've never had a account or anything here always has been my husband's" other worker well it probably started one for you. Like um no I tell them like look man I'm 2 point away till 10$ more of on my crumble account witch we have a lot as we're here all the time. Workers just glare at use and say very rudley oh well have a great...

Ordered a catering order for $150 at 8am that I asked to be ready at 5:40. Realized at 4pm that I hadn’t gotten an email or text confirming my order. Called the store to check and they said they had my order but couldn’t fulfill any of it because they had been sold out of those cookies all day. I asked why I wasn’t contacted.. since it’s a 45 min drive away, and the worker just said I dont know. I then had to ask about a refund because my card had already been charged for said order… to which she said it would take 3-5 business days. I checked my bank account this morning and there are TWO charges for $150. Really really disappointed that they sat on my order for hours with out contacting me and then I had to ask for the refund. I’ve been a loyal customer and this will make me look elsewhere from now on.

Reached out to crumbl like they asked after I posted my review and got absolutely no help. I’ve also emailed the store directly with no response. I’m honestly baffled at how bad of customer service I’m receiving. No one is addressing how they handled the situation and over 7 days later and still no refund. they just keep telling me to call my bank. Do not order from this company if you want honest billing and handling of...