Crumbl — Restaurant in Tucson

Placed my order and when the associate showed me my cookies, I politely said, “oh this one was supposed to be the Oreo one.” She glances to the side and says, no that’s right, you ordered this (the cookie in question was an upgraded price, so I know I didn’t select that at the self service kiosk). I then again said, I’m pretty sure I ordered the Oreo cookie, she looks annoyed and says “do you want me to fix it?! I replied, if you’re sure this is what I ordered then it’s okay, I’ll just take it. I got to the car, checked my emailed receipt and it literally shows me the cookies I ordered, one of which was the Oreo. So I go back inside and show my receipt to the first employee that notices me; this guy starts to help me and offers me the Oreo as a single cookie and to keep the extra one that was in my box. While he’s doing that, the same lady that “helped” me before sees me, asks what I need, and I show her my receipt and said “this shows I ordered the Oreo cookie even though you said I didn’t.” She had a face of someone who was caught in a blatant lie, she wanted to be lazy the first time around and was embarrassed and just shrugged it off. So she grabs my box and replaces the cookie, even though I was going to get a free one from the inconvenience before, but she stopped the guy who was helping me. She grabbed the wrong cookie that was put in my box and literally put it right back on the tray for other customers, I’m sure that’s some health code violation there. I wasted my time, was promised a free cookie and then didn’t get it, on top of that, I see a guy entering in as I’m leaving for the second time. He’s going back into the store with his crumbl cookie box. I point to his box and say, “oh they messed up your order too?” He goes, “yup, and my cookies look disgusting too.” Not sure who’s in charge of this location, but it was my first time here (used to go in California all the time), and this was THE WORST customer service. I didn’t catch the lady’s name who lied to me, but there needs to be an integrity conversation with your staff. The guy actually tried to make things right for me, and the same girl still messed up my already bad experience by “fixing it.” A free cookie would be the least one could get since an apology wasn’t...

First time customer here I ordered 50 cookies (catering) and paid extra for the individual boxes to give them away as gifts for my son's school. When I went to the store to pick up, the employee put the boxes in the counter. When I asked for a bag, I was told they had no bags. I asked for at least a cardboard box, she checked on the back and came back saying there were no boxes. I had to ask for at least the bigger box they normally use for catering so I could use it to take the cookies to the car. After dropping some of the small boxes, I had to go to the supermarket next door and buy 4 reusable bags to fit the 50 boxes. This company does delivery too. How do you transport 50+ boxes of cookies with no way to secure them on your car or even to move them from the store to the car? Some of your cookies have frosting on them. The one I opened had the frosting all over the box. You need a solution to handle and secure orders with large quantities. Handing out 50 loose boxes for the customer to figure out how to secure and transport the cookies is not appropriate. At least indicate in your website that no bags will be provided so people can come prepared. Also, I bought ice cream and I had to ask for...

So gonna start off by stating great staff. This rating change has nothing to do with the staff that works there. My wife had set a pick up for one of Dubai Chocolate brownie at this particular store. She had to preorder the Dubai Chocolate Brownie well in advance in the app. Like it was ordered for today. However, we show up at the pickup only to be disappointed to learn that they had run out. So either the app let us buy a cookie that wasn’t in at that particular store or the staff didn’t see the order and sold it earlier in the day. I don’t blame the staff I blame the app. Then the thing is instead of giving us the opportunity to go to one that’s closer. It’s apparently company regulation that we go to that exact location to redeem a free cookie. Can’t be the one that closer to us nope. We have to drive 30 minutes out of way to try and get a cookie. Again I can’t stress this enough I don’t blame the staff. I blame the rules put forth by...