Crumbl — Restaurant in Lewisville

I visited this Crumbl store for the first time ever back on August 17, 2024. My son's basketball team won their summer championship, and he got to pick a treat of choice for his hard work. We went to the Crumbl store and ordered a 4-pack of cookies. While the rep who assisted us was polite, it was what happened after we left the store that was an issue.

I use the Fetch app, where you scan receipts to earn points to use for discounts on many websites (like Amazon). I sat down a few days later, scanned my Crumbl receipt, and got a message from Fetch indicating that my receipt had already been scanned! I know I did NOT scan it. I typically scan receipts just once a week and all at the same time. I contacted Fetch and they produced proof to me that my Crumbl receipt was scanned the exact same day I purchased the cookies; Aug. 17th. Again, I was NOT the one who scanned it. That was also my only purchase on Aug. 17th.

I contacted Crumbl customer service. They apologized & simply said it would never happen again. When I questioned if my complaint was going to be forwarded to the manager of this store, they said they couldn't discuss any actions taken, but they could assure me that this wouldn't happen again. Really...how can they make that assurance, I wonder? An apology outreach from the manager would have been appreciated. A reason to return to their store (i.e. a small gift card) would have been very nice, too. But not even an apology except a general one from customer service.

What a sad, pathetic first impression to make on a first-time customer. What's even sadder for Crumbl is that I'm an event planner by profession, and I have many clients and VIP folks who love specialty desserts. I was given NO incentive to remain a Crumbl customer. Thus, I am not going to be one. There are plenty of specialty cookies and desserts in the Dallas area who will be delighted to have my business and to leave my receipts for me to use as I choose.

Beware if you visit this location and use a receipt scanning app. You may want to do your scanning before you...

Unfortunately this is not a well run store. Last Friday, my daughter and her friends went to get cookies. They used the touchpad to order and then PAID for a dozen cookies, which included the higher end specialty cookies. They walked up to the front counter only to be told the cookies were sold out. If the cookies were sold out...why were we even allowed to order and pay for them! AND to make it worse; they were unable to process a refund. They just took our name down and said a refund would be processed in 7-10 business days. It felt like a scam! We paid for cookies only to be told that we couldn't have them and we couldn't be refunded! We paid almost $60 for cookies we couldn't get.

I emailed the location that night. 5 days later, I never got a response, so I called the store. The person who answered couldn't process my refund either. But she found my order, took my phone number, and committed to having the owner call me to process the refund.

It's now 3 days later, with no phone call and no refund. I called again and the person who answered finally said they could process my refund. Unfortunately, I will need to wait a few days to confirm.

This whole experience was so frustrating that we PAID and then left without the cookies we wanted. And it took an email and 2 phone calls and I just have to "hope" that I see my refund in a few days. No cookies are worth this...

Food: The cookies were good. We had the cornbread cookie, s’mores cookie, and the vanilla crumb cake ft. Golden Oreo. We were a little disappointed when we ordered because they did not have the strawberry shortcake or the birthday cake patriotic available to us.

Cornbread cookie - want my favorite, I can tell it was a corn bread cookie. Not bad however. 4 out of 5

S’mores cookie - this one too was just okay. Still a pretty good cookie. 3.7 out of 5

Vanilla crumb cake - this one was my favorite. Good icing and soft cookie along with good flavor. 4.2 out of 5

Service: I ordered online and arrived to pick up my cookies. They were ready really quick. I went in and the guy was walking towards me and handed me my cookies. He did say my name which was nice. 3.5 out of 5

Atmosphere: can’t say much about the atmosphere. I was the only customer in there so it was pretty quick, in and out. Nothing special. 4 out of 5

Price - good price. I received a free cookie due to my birthday which was nice!! Cookies are a little on the pricey side but, the cookie size makes up for it.

Overall, good quality cookies...