Crumbl — Restaurant in Crystal Lake

Your store 100% deserves this negative review after such terrible customer service I just had w/ your rude employee . Just got a 6 pack of cookies. Found a long brownish hair in one of our the mallow creme cookies. The person supposedly named Reanna? Answered told them what happened, and responds with “oh sorry” with a very “idgaf tone” then long pauses awkwardly. Then I’m like “ok..?” Then they say I can come back in for free cookies. Which I’m not driving 15 min back to the store to get cookies so I ask if they can just put a credit on our account since we ordered online. “I have to ask the owner I’ll call you back” only slight attitude at this point — me: ok do you need my number? Then Just pauses and clicks on me…wait about 5-8min and calls back. Same person answers HELLLLLLO???? With A super rude attitude. I ask if that’s how they are supposed to answer the phone. Then says - who is this?? Again with very prominent attitude. I say the lady who just called about the hair. Then immediately says they didn’t answer and they’ll refund my account. I’m like ok? Do you need my info. Since they clearly did not ask even once. Then is like I have your number. And I told her it was my husband who ordered. Gave him his name and that’s it. Clearly this employee should not be working in food/customer service biz if they can’t handle when a customer has a literal HAIR in there food and making it right. I guarantee the owner can look on my husband’s & my account and see we have spent lots of money w/ the company. Will be not going to their location again. Check your employees on proper customer service. Happened at 7:18pm...

DO NOT ORDER FROM THEM. We ordered through their app, everything seemed fine. Said our cookies were picked up and being delivered. The delivery driver contacted us and said she refused to deliver them because we were too far. (Meanwhile the crumbl app never flagged this or we literally don’t have ordered). We called the store and just asked for a refund, they told us to take it up with DoorDash. We do NOT have DoorDash, because we ordered directly via the app which must contract out DoorDash. Basically we’re told we are SOL - They stole 42 bucks from us, said they could not get someone else to deliver, and also could not process refund. (We tried to call DoorDash. Who has no record of us existing because we don’t use DoorDash) so now we get to dispute the charge with our bank. Just, wtf? Maybe update your...

BUYER BEWARE - fix your POS system! The manager and franchise owner (SAM) are aware that sometimes transactions are processed but don’t go through their back end. They expect customers to cross their fingers and hope the charge falls off in 5 days, though on your charge card it shows a transaction was processed. Tonight we left with a charge on our card, a prayer it drops off in 5 days, ownership of watching to make sure it does, call the franchise owner Sam back if it doesn’t and no product! Go figure… that’s service. All this for wanting to treat my daughter for earning her red tape in Taekwondo, turning her bad day around and bringing some cookies to her principal for appreciation day. So much for that! Certainly not worth the headache and hassle. Both the manager and franchise...