Major issues with delivery orders recently. Their drivers frequently mark deliveries as delivered well before they actually arrive, and when we call the store they just say it's been mislabeled and will arrive 'soon' - making the tracking function useless. Our most recent order attempt ended in them apparently delivering to the wrong location and then refusing to re-send the order (an hour before close) after being on the phone with them for almost 20 minutes trying to figure out where our order was. We enjoy the cookies but this location seems to have major issues with delivering orders on time and to the correct location and we don't plan on trying again.
I would give zero stars but that isn't an option. I ordered online for curbside pick up and was sent an email to call a number when I arrived. There was no number in email to call. I called store number and it went to an answering service asking what store I'm at. If I call a store number then I expect that store. I was told they would call the store and told me they couldn't get an answer and if they weren't out in 15-20 min. To call back. That's ridiculous. I went in, the clerk behind the counter just shoved the cookies at me and did t say a word. She was so rude. If you uab3 curbside pickup how do you get it, their customer service is horrible. The cookies were hard and not much taste their reputation didn't meet my experience. Horrible.
Poor customer service, and OVERPRICED cookies. I asked to use the restroom to wash my hands and was told "it's not open to the public". If I buy a cookie I'm no longer the "public", I am now a "customer". One would imagine during COVID you would want customers to wash their hands before eating. I guess Insomia Cookie should be renamed to Infection Cookie.
I didn't even order the cookies but someone had some delivered for a co-worker of mine and the lady who delivered them was SO nice & the cookies were phenomenal!
The Durham location is terrible. They were out of must of the cookies and no minis. How hard can it be when the cookie dough is made and shipped in, your freezer or cooler should be able to hold enough inventory between shipments. Based on the staff that was in there, they have an intelligence gap.
Excellent cookie if you like the soft baked variety. Little pricey for the size of the cookie, but very tasty!
The rudest service ever. It was so strange. We came in and the first thing she asked...are you here for a pickup? I explained no, we were just popping in to try a cookie or two. She kind of mumbled...we only have.... I couldnt understand her so I asked her again and she repeated the mumbling...still could not understand her and couldnt care less that we wanted to buy some cookies. She was not helpful and when we asked if we could use the bathroom she said it was not open to the public...even though there were no signs that said that and it was clearly a public bathroom. Definitely not going back.
Warm chewy cookies and flavorful ice cream mmmm Love this place 4 cookies & a cup ice cream was$12 so good prices too!
Me and my daughter went there today. A young lady came from around the back like how can I help all sluggish. When she gets to the register my daughter tries to place an order for two different kinds of cookies we out of that cookie and we out of that cookie too. There was no sign up that they where out. There was little eye contact. The girl seemed to have an attitude. Not good customer service at all today.
The best cookies on the planet. I’m glad there’s one right down the street from my office on Main Street. Excellent. Tasty. Best. Nothing else can touch it.