Complaints

• Initial Complaint

  11/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When you purchase an online order with Crumbl through their app, you are charged before you pick up the order. Some of the items you order have an up charge if they are premium. On three occasions this year, I arrived to pick up my order only to be told the items were sold out and to “pick another flavor”. The other flavors are not the premium item, I was not offered a refund so I paid for a premium item to receive a regular item and lost out on money and was not offered a refund. Crumbl should not be collecting money from customers before they pick up their order if items are going to be sold out. Crumbl is pocketing the money when I pay for a premium item and the item is sold out when I arrive. I am not understanding why the item would even be available to order on the app if it’s sold out. This seems to happen often.

  Business response

  11/12/2024

  The online ordering system is provided and maintained by Crumbl corporate. The franchise location doesn't have any control on changing the ordering system.  We provide an option to our customers to email us if they have any concern about the order or need a refund for the difference for the uncharge for premium items.  The store email address is mentioned on the main door and also posted next to the store phone for our crew to provide it to our customers.  Please ask customer to reach out to use on the same email (********************) with the order number and date of the order and we will process the refund for the difference.  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/19, placed online order through their app to pick up 2/20. Unfortunately I had an emergency and was unable to pick up order. Prepaid via app when checking out, 101.44. Their app does not give you an option to cancel your order and unsuccessful attempts to call the store, on 2/21, the money had been taken out of my account, with me not picking up my order. I have been in contact with the manager at the store level to refund my money. Third attempt, they state it’s now giving an error message and they are unable to resolve my refund. It’s been over a month and I just want my money back. How a business can offer a service online, with no option to cancel the order, then take the money out when have not picked up order blows my mind.

  Business response

  03/25/2024

  This has been taken care off. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩