Crumbl — Restaurant in Surprise

I generally like Crumbl and have been to this location several times. But last night was a terrible experience. My husband and I went to the Surprise location and ordered two cookies. Mine was the confetti cake milkshake one. When I got to the car I took a bite and it was frozen solid! It was hard as a rock. I asked my husband to take it back in and get a refund for that cookie. When he asked Isabella (an employee at the front counter) for a refund she said they didn't do that. He was a little astonished by that policy but left the store. When he told me in the car I asked if they could then exchange it so he went back in and asked the same employee if he could exchange the cookie. She said no. So after going around with her for a bit another employee, Thomas, came over and told him the same thing. Their argument was that that cookie comes "chilled". My husband told them yes he understood they come that way but this was not just cold it was frozen solid. Thomas then took a cookie from the table, frosted it and slid it over to my husband. He left. I called the next morning to speak with the manager about the company's policy on refunds or exchanges. Amelia, the district manager, told me they did do refunds or exchanges for the same cookie. So, this whole mess could have been totally avoided if they had just done the refund the first time my husband came in. I'm not sure if they didn't know how to do one, just were being lazy or what. But the customer service...

I ordered some cookies via the app and never ended up getting them due to getting sick that day. My card had been charged anyway the next day. I called the store to get my money back and some woman answered and just sounded put out. I explained what happened and her response was “Well, you can still pick them up anytime”. That really wasn’t the response I was looking for. A simple “No problem, I will refund your card” would have been just fine. She then said I could have cancelled the order myself via the app. I explained I didn’t need or want the cookies anymore at this point anyway and her answer was that it would take “five to seven days” to get refunded. I don’t know, it just seemed like she was trying anything she could to deter me on getting a refund and to have me initiate my own refund myself. Just lazy customer service support with a bad attitude. She finally asked for the last four of my debit and said she refunded me, which is all she had to do in the first place instead of the runaround. Others have complained about trash customer service too so I see it isn’t only me. After a full seven days, my card still had not been refunded and I had to do a chargeback with my bank. I also lost my rewards on the transaction because I was redeeming a free three-count mini. The points were never put back on the account even though the transaction was cancelled. Won’t be ordering anything from this...

This review was pure customer service disaster. My Neice had surgery so I wanted to send her cookies to lift her spirits. Ordered them on the app, entered a note so she knew whom it was from, paid for delivery and a separate tip. Didn’t get a call till later from my niece asking if I sent them. She was trying to figure it out as there was no note. Later I contacted the store to let them know I was disappointed the note was not included and she had to figure out whom sent them. She immediately asked the name of the order, I let her know. She looked it up then without skipping a beat says “Well you didn’t purchase a card with your order, so it can be forgotten, so I can’t reimburse you anything”. I immediately reply “Excuse me! First of all I didn’t ask you about a refund, second how about an apology over not sending the note I typed on line”. Her reply was “sometimes the sticker is forgotten if you don’t pay extra”. I replied that she however made it abundantly clear that my $41 dollars for SIX COOKIES, was not good enough to care. Worse I asked if she was the manager and she said yes. I suggested she choose another job if that is all that she cares about and therefore trains her employees to treat a customer in that manner. I personally don’t believe she was. I’ve been in CS all my life and never would say that. Oh and never did get an apology at all! May need to rethink my gift choices for...