Crumbl — Restaurant in Riverside

I wanted to share my recent experience with the Riverside Crumble team and express my disappointment. I first attempted to place my order online 2/27/23 for 100 individually wrapped cookies. I was not able to complete the online order, so I decided to stop in the store and place my order in person. When I requested to have the cookies individually wrapped the counter person informed me, they were out or stock on the individual wrappers. She did offer another solution to have them individually boxed. This did come with an additional charge and the only option if I wanted the cookies individually wrapped. Due to our employee event having the cookies individually wrapped was the best option. I additionally requested the delivery option, but it was not available for a Wednesday delivery. Due to our employee event I chose to pick up vs waiting another day for delivery. I was called ahead of time by the store informing me everything was on schedule and the cookies will be available at the anticipated pick-up time. I picked up my order on Wednesday with the store having my order boxed up ready to go. Upon separating my order I discovered I was short 10 cookies. I called the store and explained I was short 10 cookies. The person who answered was taken back as she stated she boxed them up herself and everything was present. I re-explained that I only have 90 of my 100-cookie order. I was informed to go through all the boxes individually and double check. Once I knew which cookies were missing to come back as my time was of no importance. Within 5 minutes the store called back and stated they found the 10 cookies in the refrigerator. I was informed to come back and pick up the order. There was no concept of my time for the stores mistake. Roughly an hour went by when the store called and stated the 10 cookies were available for pick up and they were going to add 5 more for the inconvenience. At this point I requested to be reimbursed for the 10 cookies I did not receive. The store employee stated she had to call the manager. I waited while she called, and the employee stated the manger would int issue a refund. I requested to have the manager call me directly. I never received a call which makes me question if the manager was ever contacted to begin with. I attempted to send my feedback from the link attached to my receipt. The link gave an error code. I find this suspicious as well. 1 star due to service level only because I was not able...

Edit: ordered delivery again directly from the app and the door dasher Otto. S. didn't even attempt to deliver my cookies. They charged me , kept the cookies, and provided nothing. I'll be doing a charge back with my bank. What kind of fraud is this. These cookies must be too good because the door dash keeps stealing them. Original: These cookies are delicious, I don't understand how a dessert could be deemed too sweet by some of the other reviewers. Actually they balance out the sweetness pretty good in my opinion. On the classic sugar cookie the dough is less sweet to accommodate the very sweet almond buttercream icing. My favorite is the Oreo sugar cookie. With regards to customer service I find it lacking, I just recently placed an online order from the crumbl app with delivery and upon receiving my order they had subbed out 2 chocolate chip cookies for sugar cookies and did not inform me or ask me what I would like to get instead of that. They actually had an attitude when I called in the lady named Sarah doing the phones was really rude I asked her why my cookies have been subbed out and she was like oh well we just do that sometimes if we can't get a hold of the person that ordered . I explained to her that no one had tried to reach me I have no missed calls or messages. She snarkily replied saying that we're really busy and there's a line out the door and we are understaffed so we just had to do that she said we didn't have time for any other option. I'm not understanding why she would even let me know about the stores issues . I think she was just rude and inappropriate she should have first addressed the customer service with an apology for an incorrect order ultimately I got my money back but it reflects poor customer service by making up excuses instead of just saying okay we made a mistake let's fix it don't give a long narrative about how busy the store is, that's not my business as a customer to know that. I will purchase again because the product is good. They need more training for the staff regarding...

Honestly, I have heard amazing things about this place. So I used their app to order cookies from them. It was more expensive than door dash, but I figured it was better to get directly from the source than to deal with door dash. Order my cookies, and get two text messages saying that they were canceled because of door dash driver (I guess they use door dash for their delivery).

I call up the store because it is stuck in the app that it is being prepared, and they tell me 'no you didnt use our app you used door dash.' Which, no, I didn't. I used the app. I honestly just wanted them to reorder the cookies for me and send them again via delivery, but he told me there was nothing he could do. I was a bit frustrated, so I chat with the manager/supervisor on duty, Teo, and he says 'I will make sure that gets refunded for you but how about if you are willing to drive here I will give you a free 6 pack of cookies?' So he takes my information down, and says to come in any time. And to call back if the refund doesnt happen.

It doesnt, so I reach out to the Crumbl support they tell me (again) to go back to the store. So I call them and they told me the 'free six pack' was in lieu of the refund. It isnt free when I paid MORE for the four pack plus delivery on their app to get a six pack with no delivery. Plus, it isn't free if I have paid for it. I get it is two extra cookies, but I had only wanted them to fix the order the night before.

And so I told her, of course, give me a refund. I am sure the cookies are great, but this is the worst service I have ever had. Sadly, I won't be returning. Very...