Insomnia Cookies — Restaurant in City of Rochester

First time trying insomnia. Went there for my birthday after dinner to grab some cookies. The environment was rushed, customer service was nonexistent.

The woman asked what she could get me. I started telling her and she was loading a box of cookies. I ordered a deluxe chocolate chunk (or something to that effect), a double chocolate chip, a brookie and a chocolate mint.

At the end she named the deluxe cookie, the Brooke and the chocolate mint and said is that it.

Something was off (but It was my first time and I was just reading off the menu what I wanted). I told her "I think there was one more" She asked what it was and I said I couldn't remember, I had just told her what it was.

Turns out she wasn't filling the box for me as I was ordering, she was doing someone else's order and not paying attention to what I was saying.

She then filled my order with one less cookie.

I realized later what the missing cookie was.

There wasn't a long line, I'm guessing online orders. But if you cannot properly service your in-store customers and give them good customer service, you shouldn't be taking online orders... or just close for walk-ins!

As far as the cookies, the deluxe cookie tasted fresh, chocolate was OK, not the best I've had, the big chip had a weird flavor. The brookie was somewhat soft Okay flavor but nothing to write home about. But the chocolate mint wasn't warm or soft. That one had the best flavor but lacked in freshness.

All-in-all, I feel as though the cookies weren't worth it and neither was the customer service. Crumbl isn't my favorite either but seemed to have better cookies by far and significantly...

This was a few years ago. I had an extended stay Strong. The nurses were amazing. I figured out the day and time that would be between shifts when the most nurses who had cared for me would be availabl. I ordered several dozen cookies to be delivered at that time and let the charge nurse know. The app indicated that the cookies were being prepared the entire day. I checked with the charge nurse the next day and she said they never arrived. I called Insomnia and spent hours being sent around on the phone figuring it out. I was told the driver wasn't allowed on the floor to deliver them and I explained that I left the instructions in the order to have delivery person ask reception to call the extension for the unit. I finally had it straightened out and was promised a delivery the next day. The next day I received a message on the app that the cookies were unable to be delivered. I spent more time on the phone with a national operator who didn't understand that Insomnia is a block away from the hospital and insisted that the cookies could not be redelivered. I finally convinced them to call the local store, explain the directions of calling the unit and ask if they would redeliver. They did and the cookies arrived... After earlier the shift left and during a shift of nurses that weren't particularly the ones I wanted to get them. Insomnia offered no compensation or even a coupon for a future purchase. I certainly hope their operations have changed for delivery, but this was an expensive experience I am...

The last two times I ordered from Insomnia cookies, I have been dissatisfied. The last time I placed an order for delivery, the driver forgot our ice cream for both of our cookie-wiches, and it took at least 30 min for her to come back with them after I called. My friend didn't get to enjoy her meal because she had to leave in between the 2 deliveries. And the time before when I went to buy ice cream in person, they forgot my ice cream then too. I waited in the store for 10 minutes assuming maybe they were busy. I noticed the people after me were all getting their orders (including the same kind of ice cream as what I ordered) and I still was waiting. So I figured they forgot about me even though I was standing right there, and I asked about MY ice cream. They made me show them my receipt several times, finally scooped the ice cream for me, and they DIDNT EVEN FILL IT. You'd think after having me wait after they forgot about my order that they'd be a little nicer by automactially filling it to the top (like my past ice cream orders). Instead the girl working gave me attitude and barely topped it. Needless to say, these last two experiences have left me unhappy and unimpressed. I've been a loyal customer for awhile now, and whatever is going on with the current staff is changing how I feel about wanting to order from here again. Would not recommend coming here unless waiting forever and not getting your whole order is...