Insomnia Cookies

I wish the option to give 0 stars was given. I haven’t ordered from them often but I can say with confidence every experience was disappointing. I placed an order at 10pm and the order was marked “complete” by Insomnia Cookies but they never delivered my order. I called and was told that it was an issue with Doordash but I had spoken to Doordash in initially and was told that Insomnia does the delivery themselves. Again, this is not the first time I have had this experience with them. The staff are rude and unhelpful. They seemed irritated at me for calling and asking about my order that I paid too much for and never received. The whole entire thing was very frustrating. I don’t understand how this has not been addressed.

Hello,2/14/(Valentines Day) is our busiest day of the year, due to this fact all of our customers who placed delivery orders on this date are given a two hour delivery window It was confirmed that we did in fact call the contact number listed on the order but was not able to reach the order recipient It is our standard that if we are not able to reach the order recipient by phone the delivery order is then taken back to the bakery and we wait to hear back from the customerUnfortunately once we were contacted by the customer, she no longer wanted the order sent out as she wanted the order delivered on 2/14/and not 2/15/ We did apologize to the customer for the inconvenience and explained that the order recipient did not answer the phone so we were not able to make the delivery to which she said she did not believe we tried to callWe explained to the customer that we are a cookie company and our goal is to make our customers happy, not upsetWe than apologized once again for the order not being delivered and processed a refund for the full amount of the order and explained the refund process takes to business days to completed We also sent her a coupon code for free cookies for any aggravation that may have been caused The customer excepted the offer of refund and the coupon code and ended the call with our customer service department on a happy note

We did issue a refund to the customer ($8.00).  It issued Oct 20th 2016 @ 3:11 AM.We believe this complaint should should be resolved at this time. Thank you,[redacted]

Hello,2/14/18 (Valentines Day) is our busiest day of the year, due to this fact all of our customers who placed delivery orders on this date are given a two hour delivery window.  It was confirmed that we did in fact call the contact number listed on the order but was not able to reach the...

order recipient.  It is our standard that if we are not able to reach the order recipient by phone the delivery order is then taken back to the bakery and we wait to hear back from the customer. Unfortunately once we were contacted by the customer, she no longer wanted the order sent out as she wanted the order delivered on 2/14/18 and not 2/15/18.  We did apologize to the customer for the inconvenience and explained that the order recipient did not answer the phone so we were not able to make the delivery to which she said she did not believe we tried to call. We explained to the customer that we are a cookie company and our goal is to make our customers happy, not upset. We than apologized once again for the order not being delivered and processed a refund for the full amount of the order and explained the refund process takes 3 to 5 business days to completed.  We also sent her a coupon code for 6 free cookies for any aggravation that may have been caused.  The customer excepted the offer of refund and the coupon code and ended the call with our customer service department on a happy note.