Crumbl — Restaurant in North Las Vegas

My husband was craving something sweet so we decided to try Crumbl Cookie. We went through the drive-thru. We ordered 6 butter cake cookies and vanilla ice cream. They were out of 5 off 6 ice cream flavors that were on the menu. So we ordered the Snickerdoodle ice cream. We pull to the window and pay for our treats. About 5 mins later the young man tells us that they are out of the cookies that we ordered. So we asked why we were charged if they didn't have the cookies we wanted? He said he didn't know they were out. So we told him to cancel the entire order and give us a refund. We asked to speak to a manager and he closed the window with an attitude. The manager never came to the window to speak to us. A few minutes later he came back and said your payment has been refunded and closed the window. No receipt showing the refund. We asked to speak to the manager again and a young lady came to the window and said I refunded your money very rude. We asked who her manager was and she said she isn't here she will be in tomorrow, and closed the window. My husband parked the car so that we weren't holding up the drive-thru and I went inside to ask for a printout of the refund verification. The manager saw me come in and ignored me. 2 different associates asked if I needed help and I told them I needed to speak to "her" as I pointed and they both told her. Her response was "she is going to have to wait". When she finally came over to acknowledge me I asked if she had a receipt for the refund, she pulled it up on the iPad and turned it so that I could see the transaction. I asked if I could get a receipt and she printed it and then walked away. We didn't go back the next day to speak to the other manager, but we will never go to this...

My review is more so a question. I placed an order for pickup according to my app at 11:45 on 4/24/2021. The payment went through and everything. I arrived about 1 minute after they closed which is definitely a bummer. However, both workers did see me walk up looked at me and proceeded to turn the lights off. Totally get that it could be their policy to do so around closing. However,the payment did go through. I actually did see the lady go to the tablet that is used for mobile orders and exit out. I’m not sure if that is part of employee policy. Am I able to still pick up the order I had on the next business day ? I just want to be sure because that would be quite disappointing otherwise because I did technically pay for the order. To my surprise, I also did not see an order prepared or ready when I arrived especially since I was not on time. I come to this location all the time. Never really had a bad experience. I do find it to be disappointing especially since I already paid. Maybe that’s something the app should not allow if the customers are not able to actually receive their order that same day. Just a suggestion because that does seem unfair on both ends. It was super awkward as well as the customer to just walk up and be stared at and not even really helped too. Not to mention I already paid for the tip as well ! Really hoping I can hear back from someone in regards...

This was the worst customer service I have ever received. We ordered a party box through the drive-thru, and the employee already sounded like she was in a miserable mood. When we pulled up to the window, there was no greeting; instead, she shoved her iPad in our faces and asked if we wanted to leave a tip. Upon declining from how rude her behavior was, we informed her that we wanted to use our rewards, but she took our number, charged us, and closed the window without acknowledgment. After a long wait, she returned with the cookies. When my husband asked for a receipt, she simply said “uuhhh,” walked away, and did not return. Eventually, a different employee came to the window and asked if we needed anything. My husband requested a receipt and to speak with the manager. We were instructed to wait, and the original employee returned with the receipt. Since we hadn’t driven away, the second employee returned and asked if we still wanted to speak with a manager. We affirmed, and she informed us that the manager wouldn’t be back until tomorrow. The lack of professionalism, or even basic human behavior, was astonishing. I wouldn’t be surprised if they were under the influence, as one cannot possibly lack such fundamental...