Crumbl — Restaurant in Cedar Park

I ordered from this store today via the app around 3 pm. I understand that it is a holiday weekend which is why I wanted to see if any of the flavors I wanted to try were available. To my surprise, everything I wanted was “available” to add to my order. I submitted my order via the app at 3:03 pm. I made way over to the store and checked in approximately 3:20 pm. When I walked up to the door, there was a handwritten sign saying the only flavors available today were the brownie and un-iced oatmeal cookies (who wants a dry oatmeal cookie?). This was very confusing to me since less than 20 minutes prior everything looked “available” on the app. I overheard the employee telling the customer in front of me (who was also there to pick up an app order) that they only had the two cookie flavors available until probably 7 or 8 pm because they were working short staffed. But even if we came later there was no guarantee the cookies we wanted would be available. The employee offered an apology and said the best they could do was refund the order. When I stepped up to the register, I told the employee that I heard everything and I asked why the app would show everything available if that was untrue. They said that they were not allowed to mark flavors “out of stock”. This led to yet another disappointing and frustrating experience at this store (previous orders had cookies that were missing ingredients/toppings, cookies with less than mediocre flavor) because I wasted my time trying to bring home a surprise for my family. Also my other complaint is, if they are short staffed, where is the owner of the store? If each store is individually owned and operated, I would expect them to be there helping. It seems like the owners don’t care about their customers’ experience and/or satisfaction because they know that their product is popular and will sell despite others receiving poor service. It makes me not want to give any more of my money...

I ordered a 6-pack tonight for delivery. The delivery was made and I noted that we did not receive our French Silk Pie cookie that we ordered-which was the only one that my daughter truly cared about. I immediately called the store and the girl who answered the phone let me know that they had run out but they had made some more. She told me she would get a new set delivered but then told me I would have to come in the store because they were having problems with their system and she could not pull up my order. I told her I would be in to get the cookie. When I arrived at the store, I was told that they did not have any more cookies. I asked her how they would fix the problem and she told me that I had received cookies so there is nothing they could do. I explained that yes, I received cookies but one was not what I ordered. She told me that there was nothing they could do because I received cookies and they won't have that particular cookie next week. She then proceeded to tell me that her manager would tell me the same thing. I told her that this answer was not good enough because typically when you order something, and don't receive what you order, you get a refund. I told her that I did not mind paying for the 5 other cookies in my order, but I should not have to pay for the snickerdoodle cookie they put in my order that I did not want. She begrudgingly gave me a coupon for a free cookie but was unconcerned with the fact that I was told to come in for the cookie and then once I did that, was told they had run out again. Poor customer service. I asked for a manager to call me Monday but I won't hold my breath. My recommendation is to go in person rather than have your order delivered, and if that is not possible, check your order before the delivery...

First of all, the cookies are always delicious and usually the service is always wonderful. Today however really shocked and upset me. This morning at about midnight I placed an online order for a few cookies. The problem with this is at that time in addition to my cravings for it I also had on-board my anti anxiety and anti depression medication that works as a sedative. This makes me foggy headed and often confused which is why I try to sleep right after I take it. Well this time I didn't sleep right after, and during the fog I placed an order for two cookies. When I woke up I could vaguely recall that I placed the order and knew very well that I couldn't afford to actually buy them. Well I call to cancel. The first employee, a man, was very nice and helpful. He passed me over to an employee named Nikki who was very unkind. When I told her I placed the order on accident she said in a very rude way that implied I was either lying or an idiot "I don't understand, how do you place an order by accident?" This made me flustered as I didn't really want to tell her that the meds I take to stop me from killing myself make me confused and unclear leading me to make a purchase that clear headed me knew I couldn't fit into my budget. Here is where I did lie, I said my younger brother placed it and he wasn't supposed to. Well Nikki, not only is it none of your buisness why I make a purchase it's also none of your buisness why I cancel a purchase. The more I thought about this the more upset I got. I struggle with enough things and I really didn't need this, it was just so rude and unnecessary. Love the cookies and other...