Crumbl — Restaurant in Georgia

Another Horrible Experience at this Crumbl Cookie, stemming from 01/23/2025; After the Previous Review, I had gone into this Location, and Was asked by the Manager, as to what Transpired on 01/23/2025; Gave Details; Manager said would Speak with the "Shift Lead"; Because behavior was not a Reflection of the Company... However, I visit the Store, on Monday Morning, 01/27/2025; No Issues; Manager Present; I go back to this Crumbl Cookie, Monday Evening, 01/27/2025; Now the Shift Lead is there; And, She is Extremely belligerent; I'm picking up an Order; And, the Shift Lead, who says that She is the Manager, tells Me that I am Barred from the Store; I asked the Reason, as I was just there Earlier, Manager Present, and wasn't informed of this Ban; Shift Lead said that I cannot Come there in the Evening, when She is There; To reiterate, I haven't done Anything for a Ban, nor Have been Informed of a No Trespassing Order; I asked was this due to My Google Review; Shift Lead would not Answer; Told Me to Leave; I Asked if She would call Manager; Shift Lead would not Call Manager; And became Very Aggressive; Then, threatened to Call "Cobb County" on Me, which is the Cobb County Police... I don't have Any Warrants, Never been Incarcerated, I have Federal Clearance, and I joked when My Background Check was done, for My Internship with the Attorney General's Office, that I was Clean; When it came back, I was told that I wasn't Clean, in fact She told Me that I was "Squeaky Clean"; But, a Person that is Unprofessional, Hostile, Obviously Miserable threatens to Call the Police on Me, for No Warranted/Valid Reason is Unacceptable and Put My Life in Danger; I was in the Store, for a Lawful Reason; I didn't Threaten Anyone, I did not Shout, didn't Raise My Voice, nor use Any Profanities; But, this Person/Shift Lead humiliates and Embarrasses Me, in a Store full of Caucasians, who are Staring at Me, as though I were a Criminal; If Police had been Called, it could have Spiraled out of Control; Because, this Shift Lead is on a "Power Trip"; With the Political Climate in this Country, Police shooting Blacks, and Massive Pardons, I could have been Shot and Killed, due to Crumbl Cookie allowing this Behavior in Their Store; I could be in a Morgue, due to Crumbl Cookie allowing this Conduct in their Location; I believe in, Total, Transparency; Crumbl Cookie can View the Recording and its Audio, to find out what, Really, Transpired; One of the First things You learn in Law School, is to "Document, Document, Document"; The Initial Interaction was on 01/23/2025 at/around 5:31 PM EST; The Second, which Could have been Fatal for Me, was on 01/27/2025 at/around 6:20 PM EST; Also, My former Law School Classmate, and an Officer of the Court, was on the Phone; She Can/Will attest to what Transpired; I was Verbally Assaulted and Police were going to be Wrongfully Called on Me, which could have Quickly Escalated into a More Dire Situation; I could have lost My life, Tonight; I believe this is Normal and the Culture for Crumbl, as the Shift Lead implied; This needs to go above the Store Level; A District/Regional Manager needs to be involved; Researching Corporate's Information, for a Formal Complaint; Did not Consult with Manager; Because, Shift Lead said that Manager is Aware of Barring from "Evening Access" and Calling Law Enforcement on a Non-Criminal, Exceptionally Clean Record/No Record Individual; Just to add, this Individual was threatening to Call the Police and waste their Time, when Police have actual Crimes being Committed, as in Armed Robberies, Murders, Rapes, Child/Elder Abuse, Car Jackings and Thefts; Additionally, said Shift Lead has no Respect for the Law and Doesn't Mind wasting Their Time, for...

I've ordered from this Crumbl several times and have always had a good experience, however the experience I have had over the last couple of days makes me question if I will ever order from here again...

I placed an online order on Monday for cookies to bring to Thanksgiving. On Tuesday, I cancelled that order. My online receipt and my bank account both reflect the refund but at the same time on Tuesday, someone I work with notified me that they were charged by Crumbl and it was the same amount of the cookies I ordered and cancelled.

Tuesday I spent some time on the phone discussing the issue with one of the employees and he couldn't figure out how that was possible for me to be refunded and my coworker be charged. There wasn't a new receipt or another order added to my purchase history. He said if the charge posts and is no longer pending then to call the store again or for my coworker to call his bank.

Today, Wednesday, the charge posted. I had placed a new order so since I was going to pick it up and I went in to speak with the manager. Although her employee couldn't explain to me yesterday what was going on, she knew what was happening and said it's been happening because of the new POS system. And that there's another store with over 100 cases of this same issue.

She explained that the app has a glitch right now and will double charge the customer on all cards saved on the app. My coworkers card was saved to my app so my one purchase that was charged to my card was also charged to his and can only be refunded once since there is only one receipt.

She said that on the back end Crumbl is refunding those double charges within 30 days but that's a long time for someone to have to wait for a resolution to an issue that is not their fault. And it was suggested my coworker dispute it with his bank however his bank it requiring his cancel his card because he had some previous fraudulent charges and that's just too much of a headache for him to have to go through.

It's not that the employees in the store weren't nice, but I just can't recommend this company because they know they have this huge issue going on and have no immediate remedies. A gift card for the amount? A certificate to ease the amount of time it will take for the refund?

My coworker who is now out of state was offered a voucher for one cookie. I have had to venmo him the money for the purchase while he waits for Crumbl to figure this out over the next month. So I'm out $30 and no cookies... This is just a huge headache. I can't imagine other companies are just okay with no solution and wait a whole month for your money back?

And to top it all off, I was told there's not a customer service number. There's only the manager's personal contact. She's creating a case for this but I'm just not satisfied. At all. There should be somehow higher up that customer's can speak to.

And after this headache is said and done, my coworker gets his money back and will venmo me back. But then that's it? Just a thanks for being patient and have...

I had been many times before. I am signed up for their rewards (totaled over $100). After having the worst customer service experience of my life, I'll never go back. I have waited over a month to post this review (it would've been worded more harshly had I done it that day).

Crumbl was celebrating a milestone for the number of franchises they had just reached and were offering free delivery through their third party partners (ie DoorDash). After waiting 20 minutes (I had no place to be) and spending $12 for 4 cookies, one of the featured cookies that was not available when I originally ordered was back in stock. The gentleman who received his order before me switched out one of his cookies for the newly available strawberry shortcake cookie. When my order came up, I asked the lady if it was true that the cookie was available. She replied, "yeah, you can pay and wait". I asked if it was possible to switch one of my current cookies. She replied (with an oh so pleasant tone), "yeah, if you want to make everyone else wait". Again, I had been standing there for 20 minutes. Taken aback, I just smiled and stated "the cookies look great, I'm good". At that point she decided to double down and replied again, "no it's fine, if you want to make everyone else wait". After a 30 second conversation, she begrudgingly took the 2 seconds necessary to switch out the cookies.

Under the circumstance, I understand being stressed and busy, but I gave her the out and she went out of her way to comment again. The cookies are good, but so are Publix, Sprouts and any number of local bakeries that have...