Insomnia Cookies — Restaurant in Chattanooga

We have been patiently waiting for this new, supposedly awesome cookie/desert place to open, so we didn’t have to drive all the way to Krumble. Much to our dismay, the cookie was hard a a rock, small, and not warm. My husband and I were looking so forward to getting the churro cheesecake cookie, we didn’t even go home before going to insomnia. We walk in and it smelled delightful, was clean, well stocked in the cooler, and looked as it should, being that it was new. I managed Atlanta Bread Company, and we made cookies fresh every night, because if you don’t, they get hard. The young lady that came to the counter, was nice, but neither one of could hear or understand what she said, until about the third time we asked, “huh?”. She informed us that they were completely out of “limited time cookies”, and the truck should bring some on Monday, which indicated it was either premade “tub” dough, or frozen cookies… which is not a deal breaker, if they are made at a central location and sent to the stores and then cooked properly. I ended up ordering a different cookie and ice cream, so I could try it, anyway. My husband decided on nothing. We live less than a mile from store, so I waited to get home before eating. Cookie hard and crunchy, looked terrible…for almost $10. nothing like pictures, for sure. We will definitely make that longer trip to Krumble… never to be disappointed. Hate to see a new business start off like this…...

I usually don't write negative reviews, and I try to be generous with service workers. But I was disappointed today as I decided to drive out of my way to take advantage of the national free cookie offer. The clerk, who claimed to be the manager, refused to honor the offer saying that the social media ad was fake (it was posted by the corporate account, which was verified on Instagram), and that the offer was only for rewards members (the corporate account clarified in the comments of said Instagram post that it was not strictly for rewards members). The post further clarified the offer was in-store only (I visited in-store) and available at all Insomnia Cookies locations. Instead of offering empathy, the clerk chose to argue with and belittle me in line. I wasn't trying to make anyone upset, I just had questions about how this could happen.

The incident has been reported to the corporate office. I did not manage to get the clerk's name, unfortunately, but hopefully some good will come of it. But most of all, I was disappointed because I'd been looking forward to it all day, and instead of getting a treat I was ridiculed by an aggressive staffer. I would've paid the $3 if she was kind. It's not a big deal. But the way you...

We ordered cookies and the sight used Doordash to deliver them. The cookies themselves may have been fine but unfortunately the entire box smelled super strong of weed and the cookies all had an aftertaste of it to where we couldn't eat them. Now I am assuming it wasn't the cookie shop but the Door Dasher, however, who I spoke to when I called Insomnia could not have cared a less and said "Yeah we dont put weed in our cookies so its not on us" and then sat there. So I confirmed I had to call Door Dash and the staff agreed and hung up. So I called Door Dash and got it reported and they told me to call Insomnia back and request a refund. So while the weed aspect was not their fault-customer service was lacking. Also, recommend staggering the filled cookies or parchment in between because they were so soft (borderline underdone) that the apple pie and peach ones were stuck together as one big cookie. All in all it wasn't meant for us to have cookies tonight...