Crumbl — Restaurant in Dundee Township

I just want to start off by saying this is some of the poorest customer service i’ve ever experienced. I went to crumble in the afternoon and ordered the Candy Cane Brownie. I did not open the cookie box however until i arrived at home. to my utter disbelief i open the box to find a fake eyelash with glue on it. at this point i’m shocked and try to call the store for an automated response to tell me that no one is able to take my call. I then drive all the way back down to crumbl and explain the situation as well as ask if i can trade in my cookie for another or get a form of refund also adding how confused I am. The afternoon manager then proceeded to tell me there is no way they can give me a cookie or a reimbursement or any sort. At this point i got frustrated because 6 dollars for a cookie is already absurd and now you are telling me i can’t even get a refund because you claim that the employees don’t wear fake eyelashes. neither do I. I work in food service so I am fully aware of how a good manager should react to a situation like this and he did not. told me there was nothing he could do and told me to email and that he was sorry!! if you were sorry you would’ve gave me a refund instead of trying to suggest that I put it there myself!! if you ever find yourself dealing with an issue at this location. know your not alone and that the management is ran terribly. crumbl algonquin should really take into consideration who they hire as a manager and make them take classes on how they should...

Honestly, the cookies were fine. I had accidentally placed my order to the wrong location, and pressed the button “I’m here” when I arrived to the Crystal Lake location, they told me I had to drive all the way to Algonquin. (different owners). Which was fine, it was my mistake. But when I arrived at the Algonquin location, and went in to pick up my order, she told me that someone else has already picked up my order, and asked me how I was able to press the I’m here button if I wasn’t at their location, which is possible by the way. She proceeded to continue telling me that I had someone pick up the order, and she had to go ask about what to do next. For over 5+ minutes accused me of having someone pick up the cookies, and basically continued calling me a liar. I did not tell anyone to pick up my order, nor did I tell anyone I was getting Crumbl. She kept telling me over and over I had someone pick it up. I’m not upset at the fact about the cookies, I’m upset at the fact that the employee was very rude to me and didn't even take acknowledgement that she may have handed out the order wrong. I myself have been in the food industry for 14+ years, and I have never accused a customer of something, especially hearing how they placed it to the...

I discovered Crumbl Cookies a couple months ago when picking one up for my grandson. When we got there, and saw the vanilla bean with vanilla icing I jumped to a four pack with two of the vanilla's for me! They were so fresh and moist even over the three days we took to finish them, they were still soft and moist like fresh from the oven. Sadly, that recipe has not been repeated and the other flavors we've tried, almost weekly, have not been as moist or fresh. This week, they had a blue frosted vanilla cookie with blue vanilla frosting and a couple of gummies on it that sounded close enough to the original. I jumped at the chance to buy one. When I asked to have them skip the gummies, the sales clerk said they couldn't do that but I was free to throw them out when I left- thought that was a missed chance for customer service but not a big deal. The cookie tasted okay but still not a moist and soft as the first one. There are so many good chocolate chip/chunk cookies out there that it's really hard to stand out and Crumbl's don't stand out, but if the vanilla bean goes back into the rotation,...