Insomnia Cookies — Restaurant in Indianapolis

Dear Upper Management,

As an Indianapolis native and a loyal customer of Insomnia Cookies, I am deeply disappointed to report an appalling experience my wife and I had on December 14th, at approximately 8:35 p.m., involving the store manager, Seth.

Initially, we purchased six cookies, unaware of the “Super Six” deal. Seeking clarification, we called the store shortly after leaving. Instead of receiving assistance, we were met with Seth’s irate attitude and poor listening skills. He refused to engage in a constructive conversation, yelling over us and eventually resorting to calling my wife “stupid” for not knowing the details of the stores menu. Shockingly, Seth hung up on us not once but twice during this interaction.

Disturbed by this behavior, we returned to the store to request a refund. As we and other customers entered, we overheard Seth gossiping about us with an employee in the back. Despite this, I approached Seth calmly to resolve the situation. Rather than addressing our concerns, he continued to speak over me, adamantly declaring how “right” he was and how “wrong” we were as customers.

Seth went on to dismiss the matter entirely, stating he didn’t care or have time for the situation. He provided his general manager Alfonso’s contact information and instructed us to escalate the issue there.

This experience was both humiliating and unacceptable. As evidence of Seth’s unprofessional conduct, we have recordings of both the phone call and the in-store interactions. The fact that he exhibited such blatant disrespect—even while knowing he was being recorded—reflects poorly on him as a store manager and, by extension, on Insomnia Cookies’ leadership.

While it is not my intention to jeopardize Seth’s employment, it is clear that he lacks the training and temperament required for a managerial role. This situation demands immediate attention to ensure that no other customers endure such treatment.

I hope this complaint is taken seriously and addressed appropriately. I trust that Insomnia Cookies will uphold its commitment to providing exceptional customer service by handling this matter with the urgency and care it deserves.

Sincerely,

Two Extremely Disrespected &...

I had a terrible experience while visiting insomnia cookie. This was the first time I have ever been asked to leave with about question. I stepped into the store . I did not get greeted at all and there was only one other customer in the store. David looked at me up and down and then looked at my dog that I brought inside. David proceeded to walk to the back of the store and came back to the front and directly told me he would not be able to serve me. Again, he didn’t ask if the animal was service animal or anything at all. I wasn’t aware of the policy and would not have had a issue with him enlightening me on the policy in steady of just telling me I would need to leave.

I went on to ask him how would I need to order since I wasn’t aware. He just shrugged his shoulders and said I don’t know but I can’t serve you with the dog in the store.

It would have been more helpful if David would have kindly stated the policy about pets and service animals in the store but instead I was asked to just leave . I didn’t get that chance to explain to David that my dog was actually a service animal but wasn’t wearing the appropriate tag.

Once I placed my dog back in my car I came back in and placed my order, I asked David why he asked me to leave without question. He said the dog wasn’t wearing the appropriate tag and assumed the dog wasn’t a service animal.

I stated the dog was a service animal and I didn’t appreciate begging discriminated against as a black women with a small Dog. He then told me he would refuse service and he asked me to leave again. This was after I placed my order and have placed my card in the machine to pay. I got my cookies and I paid and left.

This was the worst experience I’ve ever had in insomnia cookie. Again , I don’t have an issue with the no pets but the employeee named David needed to have better customer service and don’t say someone has to leave after you watched them come in with the dog then comes backs and say you gotta go. Super disrespectful and there were so many better ways to handle the situation. I will be letter others know about David’s...

My son & I ordered cookies & brownies recently & they gave me the idea that they had been sitting out all day. I then called the store located in the Broad Ripple area & informed the "assistant manager" Seth of my dilemma and, well let's just say, that I've never ever been spoken to in such a vile, despicable, rude, spiteful, disrespectful, & condescending manner!!!!! I had to reach out to the corporate office in Philadelphia in order to file a complaint & have both issues rectified!!! By calling corporate, I found out that my "good friend" Seth was actually the Manager It Training (M.I.T.) Go figure!! I requested for my phone to be pulled & am waiting for a return phone call from the higher ups...Will come back here & give an update once I hear back from ago, but the truth is, I actually spaced it until I was actually contacted by the official store manager who replaced my son & I's initial order...I truly appreciate him for doing so, but that was the extent of Insomnia cookies rectifying our issue/problem! I guess that they felt like that's all that my hard-earned money, feelings, &/or respect were worth at the time!! I never received my call back from corporate about the phone call being pulled & listened to...Most importantly, the last time that I checked (a couple of months ago) our "good friend/role model" Seth was NOT reprimanded in any significant manner, seeing as how he was the actual manager when I checked!!! Meaning that, no one that I spoke to that night, felt like he did anything that was out of line, when he talked to my family & I as if we were the scum of the 🌍 & completely beneath him!!!! It's truly disappointing/disheartening to feel as if u r NOT valued as a paying customer/supporter!!!!!💯 Hopefully no more consumers have to ever be subjected to this level of disrespect and/or dismissiveness...