Crumbl — Restaurant in Pocatello

I have purchased cookies many times with no issues, however, Monday of this week I purchased a 4 piece box for my son's and in the afternoon and the boys both ate their Oreo cookie but waited until Tuesday to try the lemon cookies. Tuesday morning was very upsetting because my youngest son's father who is in stage 4 cancer was rushed to Portnuf ER and admitted to ICU due to severe breathing issues we had to remain in ICU until yesterday evening.

Obviously, my mind was NOT on cookies or calling about the bad cookies until this morning when I did call and initially was very kindly addressed by an employee who represented herself as being one of the managers and told me just to bring in the two cookies BOTH my boys said "tasted funny" and I could pick two different ones out. The employee asked me when I'd be in and I explained I'd be in slightly after 11am when my older boy finished football practice, and she told me if she was not in, she would leave a note for the other manager and employees.

When I arrived I sent my older son in because I was on phone with family and he came strait back out saying, "they wouldn't do it" so I preceeded to go back in and explained that I had been in contact with a manager earlier and was argued with and told no, and further told because the cookies were purchased Monday, no exchange would be given. I kindly but very upset explained our family situation with my younger sons father being in hospital ICU , yet NEITHER "manager" (girls looking no more than 20 years old) had one shred of compassion about our family situation or circumstances!!! WHO DOES THAT??!!

I explained I would NEVER buy another cookie there, nor would I recommend them to anyone and I'd be sure ANYONE I know finds out how we were treated! I'm an attorney and do consulting work and have worked my entire life before law school in customer service related jobs and NEVER seen or experienced this level of degrading disrespect from ANY BUSINESS!

I invite the owner of this Crumbl Cookie location to pull their video and watch what happened instead of just listing to teens/immature young people lie to cover for their disgusting behavior. No customer should EVER have to deal with that type of treatment!! And over just 2 replacement cookies!! I did NOT ask for a refund, I brought back the two bad cookies that tasted peculiar and just wanted an exchange. **DO NOT PATRONIZE A BUSINESS THAT IS FINE TREATING ANY CUSTOMER IN THIS FASHION! I would and have immediately fired any employees who set this type of example of "customer service" in business in my own past..."managers" like this are why businesses go bankrupt!!

On top of all this, the employee manager I had spoken to when I called initially, who was so kind called me by name and knew my account so not like I was new!! I've never had a complaint any other visit. and when you read my other extensive Google reviews, it is apparent the care and quality I put into my reviews!!

When I walked out disgusted saying I'd never purchase again or recommend to any other persons, I was told "good go right ahead" by one of the two young managers....

If I could give this particular store and owner, Ben Heusser, Zero Stars, I would GLADLY do so. I have been a loyal Crumbl supporter since 2020, when I discovered them during college. Since then, I have ordered biweekly at minimum, and have spent over a thousand dollars there in 4 short years. For a college student, that number is astronomically high, which shows my love for this company.

I decided to have them cater a small graduation party on 5/4/24 and placed the order a week beforehand on 4/27/24. We scheduled to have the 50 cookies picked up at 3:00, and when we arrived at 3:30, the cookies had not even been STARTED. They accused my husband of just ordering, and when he showed the receipt, they quickly put the dough in the oven and said it wouldn't be ready until 4:15. We were not able to get the cookies until almost 4:30, which was 90 MINUTES late to a 2 hour party.

When I contacted the store and was referred to the owner, he was VERY confrontational and constantly used demeaning terms such as lady, woman, missy, and young girl. He accused me of lying to him multiple times, when in fact his employees were the ones feeding him incorrect information about what went down. Even stating at one point that I was "crazy for being upset over cookies that were a little late and only needed to be frosted, which wouldn't have taken that long". Initially he only offered me "two free cookie cards" which would have been valued at merely $10 for a $150 order. When I expressed frustration, he backpedaled and said he was planning on giving me a couple free boxes instead (valued at $39), but said verbatim "Missy the way you're acting, you don't even deserve that". I turned his offer down and said I would not be returning if this was how he treats his customers. He accused me of "attacking small businesses" and stated that I was a "mean bully who needed to learn manners and respect" despite me never once raising my voice or swearing. The only thing I did was correct the lies he had been told by his employees and asked how he would make up for disrupting such an intimate celebration.

This store owner needs to be held accountable for his poor customer service and lack of employee management. A proper owner would actually look into complaints and not always trust the word of employees, especially when there is surveillance to prove what I have stated above. I have never felt more disrespected or belittled in my entire life. I will never be returning to this store, and will be informing all of my friends to do the same.

I have contacted Crumbl HQ and they have opened a case against this horrible man, and gave me a online coupon ($50) as an apology. Save yourself some trouble and make the drive to the Idaho Falls location. This man doesn't deserve...

This was my first time in Crumbl in Pocatello and I was very disappointed. I went on a Tuesday night at 8:00 pm. When I arrived there were 2 customers waiting for their orders and a group of 5 customers looking over the menu. The cashier was pleasant and took my order just fine. In every other Crumbl I’ve been to in Utah or Boise the staff is always making cookies and helping fill orders. It took forever for the orders to be filled. Only one girl was prepping orders while 3 other employees were in the back. Finally one came helped out while the 2 others just walked around. It was a fairly busy time with many customers in the store. I ordered 4 cookies and it took over 15 minutes to get my order when I’ve never had to wait over 5. The cookies were not fresh and warm per usual but all cookies being served were from overstock. The cookie prep area was completely out of needed ingredients instead of being fully stocked and ready to go. A customer , which had been part of the group of 5 when I arrived, ordered after me the Caramel apple cookie to which they had to respond they were out of and it would be another 30 minutes while they baked them. I was confused to how there were 2 other employees walking around not taking note they were getting low on cookies and other ingredients. The cookies themselves were mediocre. The cookies and cream cookie was hard being able to tell it had been sitting out for sometime and none of my cookies were warm- which is supposed to be Crumbl’s trademark. Crumbl headquarters would not have...