Crumbl — Restaurant in Wylie

First off I would like to say great cookies I have ordered before but this store just lost a customer. I ordered cookies from their app and they were suppose to be delivered by 9:09pm at 9:11 I checked the app and it updated to 9:58. I called the store and they told me I would have to call door dash that they could not refund me so I did. I was on the phone with doordash for 30 mins with them telling me that they couldn’t help me. I then called back crumbl and after explaining to the young lady on the phone the situation she told me that they couldn’t deliver my cookies which is fine but the attitude behind how she spoke to me without any customer service whatsoever blew my mind. She told me to cancel my order and I tried to explain to her that the app wouldn’t let me she then told me she couldn’t help me. So I repeated to her that the app would not allow me to cancel my order. She says with a huge attitude give me 3 minutes and I was placed on hold. When she returned she still had a certain attitude in her voice and said. Your order has been refunded good evening and HANGS UP ON ME. So needless to say I didn’t get my order, I was sent to door dash for a refund, treated like I was a problem because they couldn’t deliver my order, then told they couldn’t refund me which was apparently a lie and then hung up on. Hope no one else ever needs assistance because this young lady needs a lesson in how to treat customers....

Ownership and leadership does not exist at this store location. Before placing an order I called the store to make sure they were open because I DO NOT LIVE IN THE DFW METROPLEX. The line rang out and no one answered.

I placed an order anyways for a home delivery at 10:30AM. Said order would be delivered at 11:34AM from via text. I called again to make sure, but alas line kept ringing out. Received a notification via text a door dash driver picked up the order. Alright so everything seems okay now. Ten minutes goes by and the driver cancels.

The driver nor store tried to reach out to me.

As I’m writing this review it is 1:51PM same day order was placed, called the store and get a automated messages saying “THEY’RE CLOSED”

Not a way to run a business let alone show the employees how to do things when weather is not in your favor. There’s protocols, steps to notify customers when their orders have been placed within the time window you open to close. If the store is going to close for the day, run down the list of customers and call to tell them their orders won’t be fulfilled.

This was my FIRST time ordering any Crumbl cookie product and I have to say the bar is set...

I have ordered Crumbl several times and I love sending the cookies as gifts. But I had a horrible experience today and I will never place another order with Crumbl again! I placed an order directly on the Crumbl app. The driver arrived with the cookies and rang the bell. (It was seen on the Ring doorbell). When no one answered the door, the driver took the cookies and left. I called the Crumbl store in Wylie and told them what happened. I was advised that once the cookies leave the store, they are no longer responsible. I told them that I ordered directly from Crumbl and not a 3rd party. They said it is not their fault and that my only option is to place another order and if I don’t trust that the cookies will be delivered, then I can go into a store and purchase them myself. I understand that “technically” the fault lies with the driver. But Crumbl should stand by their customers and their product. When I complained, they were incredibly rude and dismissive. They could have offered a refund or offered to replace...