Insomnia Cookies

I don’t usually write reviews, especially negative ones, but my experience at this Insomnia Cookies location was so unpleasant that I feel compelled to share. First, the store itself was noticeably unclean. There was trash on the floor, along with crumbs and spilled water that could have easily been swept or mopped by the staff. When I arrived, there was only one customer ahead of me ordering two cookies. Despite the simple order, it took about seven minutes to complete because the employee behind the counter seemed visibly annoyed and uninterested in working. There was no sense of urgency, and by the time that customer checked out, a line had already formed out the door. What I saw next was what really disturbed me. The employee was sweating heavily, had long hair and a beard, and was not wearing a hairnet or gloves. Having worked in the restaurant industry myself, I understand that gloves aren’t always required — but what was unacceptable was seeing the employee scratch his beard with his bare hand and then immediately grab cookies with that same hand. He also appeared to have what’s commonly referred to as a “coke spoon nail” (you can look it up if unfamiliar). After about 15 minutes of waiting — during which the employee checked his phone several times — I finally received my order. When I opened the box, I immediately noticed a beard hair and what looked like a drop of sweat on one of the cookies. At that point, I threw the entire box away. This location desperately needs better sanitation practices, proper staff training, or a complete restaffing. I hope management addresses these issues quickly before anyone else has an experience like this.

I came in for the first time curious on trying all the new cookies I been seeing around but the first thing I saw when I walked in was mess everywhere and a bad smell. I had to wait several minutes before a staff member even noticed me waiting to order. When I finally got to order I had to wait 20 minutes just for the staff member realize they didn’t have one of the cookies I wanted! Just for me to wait even longer for a different cookie , the worse part was while I was waiting for the other cookie to bake I saw a BIG cockroach run by on the floor . I didn’t even want to eat the cookies to the point I just threw a them away .

Cookies are rock hard and the ice cream is grainy and the flavor is very off and sickeningly sweet. One staff member was polite and helpful but the other twas having an argument with someone and blocking the whole store inside. Very pricey for low quality cookies and ice cream.

Terrible customer service. My friends and I waited over 30 minutes for our cookies before the employee said anything. Then when I asked, she lectured me on how I have to approach her after I’ve ordered online. She could’ve had the decency to ask us, and I was very polite but didn’t receive it back. She also spoke poorly of large order of cookies and spoke poorly of other customers, don’t recommend.

This place doesn’t even deserve one star lol I went in last night and they weren’t even busy it took them 10 minutes to even look at me while I was waiting at the register. Mind you I had a PICK UP ORDER. I was so annoyed I left the place and cancelled my order so fast. They was CHILLIN and not working. Please give these jobs to people that want to work! And actually do their job

These cookies are amazing and comforting, particularly on a cold evening when we wanted a warm snack. The flavor options are fun too!

From when they first open until now management has been way better. Old manager he use to yell at customers, the staff were very rude & pretty much were like zombies no emotions what so ever as to compare to the new crew they have always energetic,greets customers as soon as they walk through the doors. The manager she is always happy every time I stop in she know my usual daily dose of cookies even sometimes gives me an extra. I know management is not all that easy but seems like she loves what she does she is literally almost always there day or night. Yes delivery is a pain but what to expect when living in the Downtown area and getting delivery service in these streets with a lot of one-ways and dead end streets and high traffic in one of the busiest towns of Boston where we deal with tourist and just madness, reason why I just rather walk and enjoy a stroll to grab a few cookies for my day especially living around the corner. Best service I have ever recieved at this location since being under a new manager and different staff definitely a lot of new faces because before they would only have 1 person working at night you get lucky if there was an extra person on a busy night. Highly recommended!!

Dont order from here through UberEats, idk how but they managed to send the drivers to the wrong address twice IN A ROW. Felt like a scam to be honest. Never again.

Inside was clean, three workers at night. The cookie was really good (snickerdoodle) but in my opinion, not worth the price. The wait was also very long even though there were three people working. The system did not seem efficient and people were getting upset.

Convenient location, right outside of the Boston Common. Always a treat to get late night cookies from Insomnia. The sugar cookies are perfect. Confetti is also a must, chocolate chip is pretty good too. There aren't any places to sit so it's strictly takeout, but service is fast and cookies are pretty great so you can scarf them down in 3 mins. Yummy!

When entering the store we notice how the cashier had a serious face and didn't want to ask us if we wanted to order . After her asking her if a specific cookie is good she replied saying I never tried it and rolled her eyes . We then asked if we could try some of the flavors of ice cream and she was really mean about it and so unprofessional. Why work at a place where you don't want to be at . At least fake the smile doesn't cost much .

I got cookies delivered to me and the delivery guy literally cursed me out for taking too long to get downstairs from my apartment. Why did I have to go all the way downstairs? Because he didn't read the apartment number, code, and instructions to leave it in the lobby like I put on my order. This absolutely ruined my day. You suck Insomnia.

Cookies were good and warm but the ice cream selection was limited. Had an ice cream sandwich with two different cookie flavors. Cookie sandwich is big enough to share. Recommend getting the xtra portion of ice cream if you are sharing. Service was good. This is a grab and go place.

3.5 stars. The hubs and I came from dinner and just needed something sweet that was close to our hotel. Glad this place was open late so we didn't have to search far and wide for a dessert place. We got there and there were three employees behind the counter. Two were prepping something and one other was scooping up ice cream into a pint. No acknowledgement but that's fine. We were trying to figure out what to order off the menu, since there were so many options. I didn't really pay attention since I'm not into dessert all too much. So the hubs was the one who ordered. He really wanted the double mint chocolate chip cookies but they ran out. We asked if there was any other cookie that was out and the sarcastic response we got was "double mint chocolate chip cookie". Oh okay, sorry to ask. But no big deal, I was amused by it. So we placed the order and we ordered an ice cream sandwich - white chocolate macadamia nut cookie and cookies & cream/moose tracks ice cream. We had to get two different ice cream flavors because there wasn't enough moose tracks ice cream for the sandwich. We didn't understand that at first until we saw the employee scoop up the ice cream. You'll see why in the photo. In any case, nothing mind blowing but it was pretty good. The cookies were warm and gooey. The ice cream was sweet and plentiful. It was also a $9 ice cream sandwich but we understood why because it was massive. Overall, it was a pretty good dessert while walking around Boston on a windy night. Would I go back? Sure, why not.

Quick service, she easily answered our questions about the cookies. They were sold out of the main promoted cookie flavor (lemon white chocolate) and there were less than 5 ice cream flavors to choose from, but the other choices were good too. I got one white chocolate chip cookie and 2 scoops of cookies n cream ice cream for $8 and they were delicious!

Such a great location ! The stuff was more than amazing,they were patients and kind and took the time to explain to me all of the options and flavors so definitely 5 stars to their awesome customer service. The cookies..so soft and yummy I ordered chocolate chip and the chocolate double chocolate chip..fantastic The store very small so really it's for a take out. Highly recommend! Will come again !

I am all about the cookies. Sometimes you get a hankering for one & it's like where do you go w/out having to buy a stupid box of cookies from the store. Well this along w/ many other cookie places have popped up recently. They have several locations around & they're pretty good yet this time around wasn't so great. The vegan chocolate chip cookie I got was overbaked so it was hard which of course nobody likes. Too bad.

Absolutely terrible service and attitudes. First time here , never coming back . The girl behind the counter clearly didn't want to be bothered by customers.

Granted that this place closes at midnight, so those suffering from the munchies can definitely appreciate this spot. However, when we went, it was kind of a hot mess. There was a creepy homeless guy following us around the street so that made me question my choice in coming here but then there was this long ass line of people and 2 young looking gals working. One was in the back sitting, so I assumed she was on break. The gal at the register was either tired or under the influence because everything people ordered she got wrong. She was yelled at several times by the customers because of orders that she would give out that apparently were wrong. Music was too loud and I'm sure that didn't help. Orders kept coming in, dashers kept coming in, and they had run out of everything and were giving cookies in lieu of brownies and writing apologies on the boxes. It was close to closing time and it just felt super chaotic. I got a cookie (I forget what type) with their millionaire something ice cream. My husband got a peanut butter cup cookie and chocolate milk. Both were okay, nothing that Crumble can't match.

Fantastic late night, drunken stop. We stopped in just as they were closing and they gave us all of their loot for the price of 3 cookies. We were able to share with everyone else from our hotel that had also gone to the Pink concert and were hangry! Everything we tried was amazing but big shout out to the sprinkle cookie!

I never leave reviews for anywhere, Great or terrible. Major complaint with this place. The delivery sucks!!! And ends up being way longer than projected. I haven't ordered in about 3 months and then the same twice bc of this experience. Nobody wants their insomnia cookies at 1 am! Get a better business plan and name if this is the way your going to service and center your business. Or pay the money to have door dash and Uber eats deliver Instead of your own! I'm sure your loosing alot of $$$! Get it together

When you have that late night sweet tooth, insomnia cookies always comes through! This particular location is a tad sketchy at night, but our ice cream cookie was delicious!

Z is da best they are so slayyyyyyyyyyyyyyyyyyyyyyyyyyyyyyyy!!!!!!!!!!!!! They gave me my food so fast and are so silly

I went in on a Monday evening and the store was empty. I asked for double chocolate chunk. As soon as I left and opened the packet, I saw chocolate chunk. I went back in and told them so, they gave me a double chocolate. The cookie was amazing, 1 less star because the staff was not attentive and I had to go back to the store. I am definitely visiting again.

They deliver through their own driver so don't worry if your order isn't coming at the time it says and that applied to Grubhub and ordering off Yelp. It took a bit but once I called the number they gave me an update and it got to our hotel no problem and everything was great! Definitely would order again.

I came here because the BU location was PACKED and I was craving Insomnia but didn't want to wait, so I decided on the next location. Only 2 people ahead of me at 10pm on a Friday night. Waited for less than 5 minutes and I was already at the counter to order. My favorite is the chocolate chunk! It looked so yummy not to eat in the car on my way home. It was warm and delicious! The chocolate chunk was super rich and had loads and loads of ooey-gooey milk chocolate chunks- my favorite! Four of these cookies were less than $10!

Dangerous (in the best way)! Was craving something sweet and remembered that this newer location delivers (even during the pandemic). I've had Insomnia many times and must say the experience ordering tonight was by far the best! I placed an online order and no joke, the cookies were on my doorstep in 10 minutes. On top of that, unlike other times these cookies were still warm and melty...ugh amazing. I may have gone overboard ordering 4 for just myself but wanted to sample flavors. Number one has to be Double Chocolate Chunk, then Chocolate Chunk, followed by Peanut Butter and maybe could do without Snickerdoodle. The Double Chocolate Chunk was everything you want in a cookie: rich, soft, with big chunks of chocolate, and melts in your mouth. Snickerdoodle on the other hand was a bit dry and just not my taste. As for Chocolate Chunk, it's a classic so you can't go wrong. And finally the PB was delicious but a lot bigger than I anticipated...definitely outdid myself ordering that one, but got lost in the peanut butter cups. All in all great experience ordering and incredible cookies. Look forward to treating myself again soon.

Had cookies delivered to work. When they arrived the bike delivery guy was very nice. The cookies felt lighter and moving in the box. When I opened them they were soooo much smaller than when I ordered before and they weren't fully baked. They clearly needed another 10+ mins in the oven. I called and was refunded. When I worked again I ordered again and they were just about baked. Still the small size as the previous order. They were good. One of my coworkers said the company was sold so that would explain the issues with the cookies. Any other time these cookies were absolutely amazing and huge. Only plus was they were responsive when I called when cookies not fully cooked. Hope they go back to when it was great.

So yummy! These ones weren't as warm as I've gotten before but they were still yummy. The salted caramel cookie was really good. Its really expensive for what you're getting but $3 a cookie could be worse I guess.

Not sure about all the 1 star reviews. I have nothing but praise for Insomnia Cookies on Broomfield St. I'm guessing they have all new staff because these ladies are Rock Starzzzz.... They get you in n out even when the store is jammmm packed. Their cookies are alway warm n sooooooo good, they melt in your mouth. They are a little pricey but worth every penny. If your craving a late night snack this is my go to.

After a day of celebrating, our group wanted something sweet so we took a ride over to insomnia cookies. The cookies were moist and delicious with quick service. The staff was friendly and chatted with us. It was nice connecting with others since tensions have been high with COVID-19 in the news so much. If delivery is still an option, please support this business. I'm looking forward to going back and trying the ice cream sandwich.

Delivered stale cookies. Hard as a rock, absolutely gross. Also not that big of a deal but the milk was almost expired which is not a great sign.

the cookies were fresh and the service was good. I loved the music in the shop and the prices were good too.

The cookies are good and I'd probably grab a few again if I was in the area. But make sure you check your order before you leave to make sure you get the right ones.

Their cookies are soooo good .. My experience with purchasing their cookies in store and online goes very smoothly. Their drivers are friendly. Not only that, the lady at the front offered a free cookie with my six pack!

Don't bother coming here until like 1:00 pm. They open at 11:00am but do not expect there to be any cookies.

The ice cream is good. Peanut butter cookies tasted a little burnt. Contrary to what other reviewers have said, the service was good. They had a long line of customers and kept things moving without delays.

The cookies are delicious but the delivery times are insane! I've ordered from here 3 times and each time it took over an hour (in one case 3) for it to be delivered. I just wish they have a more realistic wait time instead of setting me up for disappointment. I will say corporate customer service was helpful when my cookies were seriously delayed with refunding.

Absolutely HORRIBLE customer service. Staff members tonight were rude, on their phones and unable to provide help when THEY were unable to fulfill the order AND "could not" give me a refund. They were unable to provide me with a number for customer service or give me another option in terms of providing me with alternative compensation. The attitude was ridiculous and unwarranted seeing my requests were completely reasonable. If you can go to a different Insomnia establishment please do so.

ABSOLUTELY HORRIBLE SERVICE! my boyfriend and i waited over an hour and a half to get our order. This was after we called numerous times asking where our order was. When we did finally get it, the order was totally wrong. I've been to many Insomnia cookies places... none this bad before.

Wow! Best cookies ever. What amazing customer service. I had been four hour bar crawl culminating in an insatiable hunger which I gratefully quenched at this insomnia cookies, to my delight. Michael is an absolute giga-chad who very much made my night and certainly deserves a raise. Thank you, Michael. God bless America.

Great place to grab some cookies if you need a late night treat. From what I read they are open until midnight. The cookies are nice, warm and thick and are very filling.

The cashier was very unpleasant to everyone. The young lady fulfilling orders was nice. Had very few of the flavors available.

I was so excited to FINALLY try these cookies after all the hype I've heard about them. We get here (4 of us) and walk in, immediately are greeted with an already grouchy manager telling us to go back outside and read their sign. There were advertisements in their windows for cookies as well as a small paper with rules and in small writing at the very bottom of the paper saying "max occupancy of 3." Okay, common mistake, I understand that was our mistake for not seeing it BUT the manager could've nicely said "sorry guys only 3 at a time inside please wait outside." So we walk inside after the customers in front of us leave and I asked if it was okay that a fourth person comes in since we're all one party (which MANY places are completely fine with), the cashier politely said "no still only 3", okay also fine. Again, the manager in the back kitchen is actually yelling "THE SIGN SAYS 3. ITS ONLY 3" so I speak at a normal volume and reply "okay I hear you". What else did he expect me to say when he keeps yelling up front to me? So he comes out of the kitchen and again I am speaking at normal volume and say, "I think you should make your sign a little bigger it doesn't stand out at all so we didn't see it" truly trying to give them advice so this wouldn't continue happening. The manager continues walking up and says "you 3 can leave! Goodbye have a good night" and motions us out the door. I ask if he's kidding and he goes "nope buh-bye". I was a manager at an ice cream shop for 6 years and worked in the food industry for 8 years, I've dealt with some cruel people, but this was not a reason to kick anybody out of a store. He obviously was not having a good night and that's truly a shame because I will probably never go back to any one of these shops because of him. Looking at Yelp reviews, another customer had the same issue the same night 10/3/20 ~10pm.

Each time I order from this location there is an issue. They are out of product or most recently just don't delver the order. The first no delivery, I called and spoke to a helpful employee. Right now I spoke to a young lady who accused me of lying, did not provide me w a mgr name, did not solve or offer to deliver the order, but perhaps most disappointing of all she hung up on me. I have ordered insomnia cookies in multiple states wo issue, but if your ordering for your child, in this area PICK something different. Ik I will for the next gift.

came in looking for a chocolate chip cookie at 12am and they only had three unpopular flavors left. my suggestion is to make the most popular classic cookies until close so people are not disappointed when they go in expecting a damn classic cookie. also stop saving all the good flavors for the effing doordash and uber eats orders. absolute bogus spot. workers were pretty subpar too.

Craving a late night snack , I put in an online delivery order at 11:23pm for cookies. I waited excitedly, my card was charged, my update said my order was in the works then....nothing. It's now 1:06am, almost 2 hours after I placed the order. No delivery, no updates, just silence. Grub Hub couldn't get the store on the phone, so they refunded me because the store was trying to keep my payment without delivery. I hope this is a one store problem and not franchise wide. Because I'm now out of the money for 3 days, with no cookies and disappointed. Wish I could give 0 stars.

Absolute worst experience ever!! Ordered cookies at 1pm on the website for pick up at 6pm and drove 1hr to get there for the rudest women to tell me " oh here's your order.. well I sold out of cookies tho" I was shocked and said are you kidding me I drove 1hr for your to tell me you ran out of cookies you should've at least called me and stopped taking orders ! She commented " what the fuck do you want me to do it's only me here.." I asked for the owner and she said it was her!!! Then I said refund my CC now $52 and said said I can't do that call customer service mind you there ms no number and I've sent two feedback comments for a refund and no response yet!! DO NOT USE THIS COMPANY

The woman that had assisted us at the counter was extremely rude. We walked in at 10 pm and she told us that we were ruining her break to eat her noodles. She told us she didn't have all the cookies displayed. She said she she worked for ems previously and hated that job. She is a poor reflection on the insomnia brand and company. Overall negative attitude.

Please, just avoid this place at all costs. I'm a student that goes nearby, I can almost guarantee the time you want cookies, they won't have them prepared or fresh. Just find another one, this one does not deserve the Insomnia Cookies reputation.

I've ordered from Insomnia in the past and while their cookies are indeed good, I just can't get past the delivery wait times and their prices. Save your time and money and buy yourself a tub of tollhouse cookie dough for $3.

Came here cause I was craving some cookies in the middle of the night. It's great that they are open until 3AM! The staff was really nice and helpful when I arrived. I got 2 Oatmeal Raisins, 2 White Chocolate Macadamia and 2 S'mores. All came out to around 16$, which is pretty expensive for cookies. My favorite was the White Chocolate Macadamia. It was crunchy outside and soft inside. Perfect amount of white chocolate and macadamias with some coconut flakes. It was delishhhhh! S'mores was really good too, but definitely too sweet for me. Oatmeal raisin was a letdown and Wegmans has better oatmeal raisin. Despite that, I will definitely come back just to get the White Chocolate Macadamia!

This place always cancels my order on uber eats. Any time of night. Why put that you're open on uber eats then?

Quick easy service and warm cookies. What else could you ask for? Hard to not go in when I'm on my way back from the nearby gym.

Cookies were good but not worth the 30 minute wait time. The employees at this location as incompetent and need to be replaced. They were chatting with a drunk person inside for so long customers were piling up outside and started to leave. Management is losing paying customers and they're obviously doing nothing about it because these reviews are all saying the same thing. The employees suck!

We came from Texas and our family wanted us to bring back some cookies. We got there around 1030pm and were told they were closed as soon as walked in. We informed them it says open on google. The woman rudely informed us there is a sign on the door saying on lunch break. A big, flashing open was also on the door. We told her she was being rude. She denied it and her co worker came to handle the situation kindly which was actually passive aggressive. He stated the longer we do this the longer we will have to wait for them to open back up. We didn't mind that they were closed for a break and could have came back but due to how rude the employees were we opted not to in case we ended up getting spit cookies. We ordered on postmastes to our hotel. Delivery time was 12am. They didn't come by 1245 so we called and they said no drivers were available but we would get the cookies tonight. We told the receptionist to keep the cookies for us if they came over night. We checked in the morning- no cookies were ever delivered.

They are worth the hype. Eat them while they are warm.