Insomnia Cookies — Restaurant in City of Syracuse

I try to be more understanding of customer service issues and orders taking a bit longer than planned, but this case was frustrating and unacceptable. I had some coworkers who had graduated from Le Moyne and raved about this place. My boyfriend wanted a cookie cake for his 24th birthday and I thought that a cookie cake from insomnia cookies would be a great surprise since neither of us had been before. I put in my order on Wednesday to be picked up on Saturday at 2:30 pm. I figured this was enough warning and time to prepare. I got to the shop Saturday at 2:37, not even early and the door is locked to the store. A few moments later a woman comes out and says that there are no more cookies and to come back later. I mention to her that I have a pickup and she goes inside. Comes out a few minutes later and says that they haven't started my cookie cake that should have been picked up 10 min prior. After waiting inside for 30 min for a my order to be finished. Some people started coming in, small children are entering with their parents and the music that is playing has so much profanity in it to the point that every other word was a swear word. When I finally got the cookie cake and brought it home, it was a good cookie with it still being slightly chewy in the center and the frosting on top, but i don't think I would buy from them again due to the wait time for an order placed 3 days in advance and the customer service. Pretty disappointed with my...

I've loved the stores I've visited in NYC and I was excited when I saw there was one by where I was staying outside of Syracuse. A delicious warm fresh baked cookie at 2:30am it doesn't get much better than that!! I just made the drive over, 30 minutes I spent in the car to your store at 137 Marshall St, Syracuse, NY 13210. Quickly found parking and smiled when I saw the OPEN sign glowing in the late night mist. As I walked in an amazing aroma of multiple different cookies filled my nose and I knew I was going for the major rager box. So you can imagine my disappointment when I got to the counter for them to tell me they're closed at 2:49. There was still no explanation when I said "closing early huh?" thanks apparently your hours are very lax at this location. You should tell your employees to at least turn off the open sign so I can be pissed from the comfort of my car. Also leaving a one star review on here was the last thing I wanted to do but you can't even leave a proper comment on their website page error every time! Guess that's just the way the...

Very disappointing - placed an order through the web site for delivery. I received a confirmation email and waited. Checked the status using the tracker several times. After the order was 25 minutes late, and was still showing up as "baking" I called customer service. It was just a general nationwide number but she said she thought the Syracuse store was closed for deliveries. I questioned why my order was processed and she asked me if I just wanted it processed tomorrow. Funny how Calios, a few steps away on M Street, was open and delivered a calzone in less than 30 minutes but Insomnia was unable to deliver due to road conditions. I wish I would have known that Insomnia wasn't delivering in the beginning and I would have ordered from Calios. Now I'm told that I will need to wait 3-5 days for my credit card to be refunded for the order. Maybe Calios should start selling cookies...