Insomnia Cookies — Restaurant in Raleigh

I have ordered here multiple times in the past, and it has always been great. Cookies were usually delivered around 30 minutes after ordering. They were fresh out of the oven and still fairly warm when they arrived. Things have turned around recently. Last week I placed an order at around 8:30 PM and did not receive them until about 2 and a half hours later. That seems to be standard right now reading some of the more recent reviews. I ordered cookies last night at 8:00 PM. I did not receive my delivery until 1:30 AM. I called at 11PM and was stuck on hold for about 20 minutes. Someone from their corporate offices initially picked up. I told him what was going on, and he put me on hold again so that he could call the store and find out what the problem was. I was on hold again for another 5 minutes, and he said that they were out of the vanilla ice cream that I ordered and wanted to know what I wanted as a replacement (not sure why they hadn't contacted me about this). I gave him my replacement, and he said he would make sure my order was the next order sent out. Another hour passed, and at 12 AM I called them again. This time someone from the store picked up. I explained the situation, and she said they were waiting on their delivery driver to get back, and my order would be sent out once they returned. I asked if I could get some kind of discount since I had been waiting for 4 hours at this point. She said she didn't have the ability to do that and I would have to contact customer service. I waited another hour, still no delivery. I called for the third time at 1 AM. Someone from the store picked up and I explained the situation again. They said their delivery driver had just left with my order. She apologized for the delay and told me that my ticket had gotten misplaced (seems odd being that I called twice before and I was given updates). She gave me a full refund for my purchase since I had been waiting for 5 hours. Another 30 minutes passed and my order was finally delivered at 1:30 AM... And it wasn't even correct. Two cookies were swapped out for the wrong kind of cookie and I received one large deluxe cookie that I didn't order. My suspicion is that they were short on the cookies I wanted and just threw whatever other kinds they had in there just to get my order out. The cookies were cold by this point, and some tasted burnt. I don't know what's happened recently. Maybe reduced staffing due to COVID and NCSU classes starting back? That still doesn't justify waiting 5 and a half hours for cold cookies. If it's this big of an issue, they should stop accepting online orders after a certain number of orders have...

Pros: -Delicious cookies

Cons: I placed my order to be ready at 7:15. I got to the store, noticed there was a long line, and decided to call for curbside because that would be faster, right?

Wrong.

I called, they said they would bring it out, and they didn't. By 7:40 pm I was in line STILL. I had to go inside, and they weren't friendly. I finally got my order.

I thought that ordering online would be quicker, but it's not. Just know that. The cookies aren't worth the wait.

Feedback for Insomnia Cookies: you guys need a better system. Long lines, slow orders. -Analyze popular flavors and have more of those ready. -I noticed there are a lot of NC State college kids. Maybe have a different pick-up spot for them? have a line for online, and regular, so online people don't have to wait for a long time. -when people call for curbside, do them quickly because they are waiting outside the store.

EDIT: 9/4/2020

I went there today to get three cookies, 2 with ice cream, and one big'wich.

I ordered them online, and luckily, they were 10 minutes late instead of 1 hour like last time. In the car on the way home, I opened my box to take a bot when I realized they ONLY GAVE US OUR ICE CREAM AND BIG WICH. They FORGOT the TWO COOKIES, which is only 33% accuracy (AN F-).

I called, and though they were nice about it (I'm picking them up tomorrow), this isn't acceptable to forget the MAJORITY of the order, especially when they barely had people in their store tonight.

I'm very disappointed. BOTH TIMES, I had TERRIBLE experiences. I'm not sure why they are still so popular when this is the kind of service they offer. I know that they have delicious cookies, but I've never had a WORSE experience at any other store. I gave them constructive criticism, and unfortunately, they have't improved. I'm sad to be giving...

Let’s just say… save yourself the trip. I came to insomnia after seeing a special they had going on on social media. First of all, the store is SO small, there’s absolutely no room for more than 3 people to be in line at a time. SECOND, the employees are VERY rude, including the manager on duty on 12/5/24. Both managements and employee, were NOT ONLY were they rushing me out the line and to pay after I’ve waited for 10 minutes, cookies were broken inside my bag, my deluxe cookie wasn’t cooked all the way, my classic chocolate chip cookie was small and burnt on the bottom, but DIDNT HAVE CHANGE at all.. how are you having a sale for $1 deluxe cookie but then don’t have any change to give back? (.92 cents at that) I asked the manager “so what’s the next step if you don’t have change?” He told me either I would have to forget the .92 or refund my order. He had no compassion, his deliverance was rude, his tone was arrogant, and his body language screamed “you’re annoying me”…. Yall I know it’s .92 but I worked for that .92… I have a right to care about any money that is mine, little or small. Save yourself the time and go to CRUMBL. I have always had the best experience EVERYTIME I go, from the time I walk in the door, until the time I leave EVEN WHEN THEIR EXTREMELY BUSY!!! Customer Service is damn near more important than the food itself, and insomnia on Hillsborough street is failing leaving me a bad taste in my mouth before I even got to taste the cookies. I’m just really really disappointed to the point I HAD to leave this review hoping someone of higher management will see this. I was excited to go and was in a great mood ready to eat my cookies and watch a show. I DEFINITELY will not be back unless it’s to record these employees and send...