Insomnia Cookies — Restaurant in Cleveland

Cookies are amazing! I unfortunately cannot say the same for the customer service aspect, which is why I can only give this place three stars instead of five.

Tonight was my first time patronizing this business and I was rudely glared at by the cashier from the moment I entered. I told her I needed a moment to look over the selection of cookies being offered and she acted as if I were annoying her, rolling her eyes and going to play on her phone. I get that not everyone enjoys their job and that late evening shifts can make people crabby, but that is no excuse to treat a customer that way. I felt very unwelcome here and couldn't wait to leave after receiving my cookies.

I wanted to give her the benefit of a doubt, but based off the other reviews I've read, this is a constant theme with the employees working at this particular location. I highly recommend the manager does something about this soon because it's not good for business at all. Positive word of mouth is EVERYTHING and poor customer service will drive away business in the long run. It's a shame that such a place with good (albeit VERY overpriced) cookies has garnered up a bad reputation because of lazy, entitled, and...

I ordered a box of cookies to be delivered to a family member for a special day. It would be nice if the website specified that choosing a delivery time would be more of a suggestion. I chose 5pm for the cookies to be delivered, and the order confirmation said "approximately 5pm". According to the message updates, they didn't leave the bakery till 5:34pm and weren't actually delivered until 5:52pm.

Speaking of messages-since I specified that it was a gift, a number to notify the recipient was asked for and no less than 8 text messages were sent to them that day. Everything from "Hey your getting something sweet!" to "Please wear a mask during delivery".

And when the box arrived, a receipt was taped to the box... In what world would I want a gift to have the price on the box? Not to mention that one of the text messages the recipient got was a "Hey thanks for leaving a $3.80 tip for your driver!" Again, in what world should a gift recipient be getting that information?

At least I heard that the cookies...

Very bad experience. I ordered my cookies through Door Dash around 10:30pm but order tracking was only available through the Insomnia website. About an hour later I got a notification that my order was delivered and went out to grab it and noticed it wasn't "my" order and had a completely different name. When I called the bakery, the woman was nice enough to offer to correct the situation and send my correct order out for delivery again. And said she'd let me know when it was picked up. Ok, Fine. I understood it was the Dasher's fault. Now because it was the 2nd time the order went out for delivery, there was no notifications and no way track my order. I waited almost 3 hours and never received a call, text, email, or any notification. While leaving my house the next morning I found the box of cookies on my porch step surrounded by ants and torn into by some kind of animal all because I never got notified that food was left outside my house in the middle of the night. I had to throw it straight in...