John S.
Yelp
My experience at Insomnia Cookies last night was nothing short of a nightmare. After braving freezing rain and walking to the store at 11:50 PM, eager to try the Philly-themed "Phila-DOUGH-ia" treats and the catchy "Your Ex Could Never" Valentine's Day promotion, I left feeling humiliated, disrespected, and utterly disappointed.
The ordeal began when I couldn't find the advertised cookies on the kiosk. I politely asked the cashier for help, but instead of assistance, I was met with a blank stare and dismissive attitude. When I pointed out the promotion sign, that was right outside the door, she claimed ignorance and acted as though my question was a burden. Frustrated, I asked to speak to another employee, only for her to coldly declare, "I'm the manager"--yet refused to share her name until I pressed her multiple times. She finally snapped, "Alice," before outright refusing to serve me.
Here's where things escalated:
1. Deceptive Identification:"Alice" later turned out to be a manager nicknamed Dee as confirmed by supervisor JaMyra. Misrepresenting her identity is not only unprofessional but raises serious concerns about transparency and accountability.
2. Hostile Environment: While Dee antagonized me, another female employee with locs openly laughed in my face, amplifying the humiliation. I have recordings of this behavior, which I'll share with corporate.
3. Corporate-Level Failure: JaMyra, the supervisor, did her best to salvage the situation. She apologized profusely, reviewed the promotion with me, and acknowledged the unacceptable treatment. But her efforts couldn't undo the damage--Dee's power trip left my family cookie-less and crushed our late-night tradition.
The Impact:
- Family Disappointment: Returning to the hotel empty-handed, with freezing rain soaking my clothes, was heartbreaking. My family's excitement turned to dismay because of one employee's arrogance.
- Feeling Invisible (Not Invincible): Dee made me feel like my patronage meant nothing. Her refusal to serve me--coupled with mocking laughter from staff--was dehumanizing.
Final Thoughts:
While JaMyra's empathy was a small silver lining, this location's leadership is clearly broken. A manager who lies about her name, refuses service, and enables a toxic environment has no place in customer service. I've submitted a formal complaint to corporate and urge others to avoid this location until accountability is enforced. Insomnia Cookies prides itself on "delivering joy," but last night, they delivered nothing but disrespect.
Corporate:If you're reading this, investigate Dee (alias "Alice"), review the security footage/recordings, and retrain your staff. No customer deserves this treatment. Matter of fact, I'm completing the Contact Us form on your website now.
