Crumbl — Restaurant in Garland

I've only ordered Crumbl cookies a handful of times, and have issues on occasion, but the quality of the cookies usually makes up for the lack of quality in the service; however, that was not the case this time.

I placed an order at 9:50 PM through the app, and it showed that all the flavors I had chosen were in stock, my card was charged, and my order was placed. I drove to the store and arrived just after 10 PM. I felt bad having been late, but the lights were still on so I thought all was good.

An employee walked out and on the way to my car very tersely stated "we're sold out of everything except for Andes mint and sugar cookies." I explained to her that when I placed the order, all was showing available and I received confirmation for the order. She stated that since I placed the order after close, it was basing the stock count off tomorrow's inventory. I told her that the order was placed prior to close, but that the drive took me past their closing time. At this point, she told me that in the time between my order being placed and me arriving at the store, they had filled several party boxes. At no point did she offer an apology or an attempt to resolve the situation to my satisfaction. After a moment of silence, I finally asked if she could just refund the order back to me, to which she replied "sure thing" and walked away without much else.

I was not sure if she was going to come back to confirm the cancellation of my order, but sat in the parking lot for a moment to determine where I might get my sugar fix now. She did finally return and informed me that I would see my refund in 3-5 business days, which just felt like insult to injury. Not only could my order not be satisfied, but I am now also out that cash in the meantime because they charged my card prior to ensuring that they could fill the order. The fact that I am not even worth an apology is frustrating in itself, but that coupled with not knowing whether you will actually receive the order you placed feels like it's just not worth it anymore - no matter how good some of those...

Let me start by saying the cookies are delicious!!! I was super excited to get these cookies as a surprise for my wife. I selected the option that said "gift wrap" with I love you. All I got was a I love you sticker on the box. The size of a quarter. That's would have been no big deal, but I ordered my cookies and text "here" for curbside and I sat there for almost 20 minutes. I manage restaurants, and they looked kinda busy so I tried to be patient. I was parked in the spot that had a sign that said curbside for crumble. I know the employees could see my car parked in the spot but no one came out to ask if I was waiting on somthing. Many employees walked past my car for others people order's. I had to get out and go inside and let them know I was waiting for an order. They said they never got the message saying I was here. It then took another ten minutes to get my order. No apology for the long wait, there was zero attempt to recover my experience, just excuses to why they were not getting the "here" message. You guys sell and amazing product VERY expensive for what it is. When you charge this much for only 4 cookies you have to go above and beyond with the customer service or the cookies aren't...

To say I’m disappointed with the customer service is to put it mildly.. I ordered from the Garland , Texas location that recently opened.. it was a large order that I placed online 2 days ago.I have grandkids coming in I haven’t seen in a year due to Covid.. my husband went to pickup my order and 3 of the items was not available. The lady who brought his order out told him that another customer came in and brought all of the cookies and cream out that morning. They substituted it with vanilla. I called the location and the owner got on the phone and instead of taking the blame he placed it on the distribution center. Really.. when I placed the order 2 days ago and his assistant said a “lady came in and bought all of the cookies and cream “.. I spoke with him professionally and he on the other hand was yelling and belligerent. I purchased a large order from him and he said “ I don’t need your business “ and hung up on me.. totally unacceptable. I have all kinds of thoughts as to why he said “he didn’t need my business”after seeing my husband and hearing my voice . One thing he will need is my green dollar which I will...