Crumbl — Restaurant in Rowlett

This is my first time ever ordering crumble. So I am a little frustrated that this is my first experience. But I do need to clarify that the main issue that I have is through the App, and this store unfortunately happened to be the one that I place my order at. I got home tonight to find that my order was higher than the original price I was under the impression I was paying via it’s reflection in my bank account. At no point in the process of me, paying for the order did I notice that it had gone up higher. I’ll pull the receipt, and it showed I had left a tip. That I was unaware that I had even left. Because apparently it was auto selected And put at the very top of the final transaction, where it just looks like 3 Individual Circle that are small and I hadn’t even noticed were there As anything other than decoration (I had processed them as cookie decor due to their placement). I’m not going to deny that people deserve to be tipped. But I deserve the option, Knowingly, to make that decision and decide how much. Not to have what felt like a very sneaky underhanded way of manipulating it. And then to not even have it at the standard 20%. No it was 37.5%. Yes, I did the math. This was not a total that I selected, this is the total that was preselected. That while I did have the option to change, was displayed in such a manner that was very easy to not know it was there. I’m not asking for a refund, it was on me for not checking the final total simply because I wasn’t expecting this to happen, and I was to busy in the moment putting in my card details. But I do want to note that this felt like an underhanded tactic to get tips. Anywhere else I have ever placed an order the option to tip has pretty much always been between the receipt and the card info/final payment. I don’t know of a single case that I can think of where it’s at the top of the screen. Something I only figured out because I started a second order just to find out where it was. And especially with your company being a cookie company making it really easy to dismiss without giving it...

I recently visited the Rowlett Crumbl Cookie Store and was extremely disappointed with both the quality of the food and the customer service. The cookies were not up to Crumbl's usual standards, lacking proper dressing and decoration. When I called the store to request a refund, I initially spoke with a young lady who seemed willing to help. She got permission from her "shift lead," but then suddenly informed me that a refund over the phone was no longer acceptable.

I offered to bring the cookies back, as I did not want them, and was told I could receive a refund or exchange once they received the items back. However, I was informed that the cookies were premade, and I did not want another pre-made item.

The worst part of my experience was speaking with a tall guy with dreads who claimed to be the manager. He laughed and smirked at my dissatisfaction, which I found highly unprofessional. I questioned his managerial experience and expressed that laughing at a customer's dissatisfaction is not a good example for his employees or coworkers. When I requested his boss's name and number, he refused to provide it, only saying the manager's name is "Lexi."

This experience has turned me off Crumbl entirely. The kids working at this location showed no care for the quality of the cookies or customer satisfaction. The cookies did not look appealing, and there was no effort put into making them look good. The employees seemed completely indifferent to what customer satisfaction means.

If you're a fan of Crumbl, I recommend trying another location. Crumbl stores are independently owned and franchised, so perhaps other locations have owners who care about their store and the employees they hire. This particular store, however, has left me with no desire to return to Crumbl. Don't waste your...

I visited this location for the first time recently with a friend and it is needless to say I will not be returning. Not only was the customer service awful but two of the cookies looked nothing like what was advertised online. When we entered the store two of the employees immediately gave us dirty looks despite the smiles on our faces and the interaction only grew worse when I started ordering. The young man with the ginger hair taking my order was quick to interrupt me when I was making my selections which only made the experience worse. There was another young lady working there and the entire time I was ordering she was giving me and my friend dirty looks which made us uncomfortable and feel like we were an inconvenience. Online the cookies were shown to have sprinkles however the ones I received did not have them. And while this may seem like no big deal my issue is the lack of communication concerning the missing item. Had they mentioned they would not be included for whatever reason I would not have had a problem but because they decided to not disclose the information it made the experience less enjoyable. I am disappointed in the lack of professionalism displayed by these two employees and the fact that the cookies are not up to crumble cookie standards. I will no longer be supporting this business because of this experience. Do better...