Insomnia Cookies

So this all started when my friend and I visited the mission Bay location. I walked in there and no one was in front of the store to greet me. No big deal. Then a girl came out, she had glasses on and didn't even say a word to me. Me. I'm the one that actually greeted her and said hi with no response. As she walked out to the front she had put together some cookie boxes she put on the wall. Then she walked up to the counter without asking me what I wanted. Just stared at me with a blank look. I proceeded to order my food. She rang me up and didn't even say thank you. I've never been treated so rudely in my life without the other person saying a word! I too am in customer service and I would be appalled if anyone in my team treated their customers the way she treated me. I felt like I was interrupting her tasks and I felt like she didn't even want to be there. So I submitted a complaint through the receipt I was provided. For some reason it went to a store on Kearney. The store manager manager Oscar, reached out to me to apologize for my experience and inform me that I submitted the complaint to the wrong location. I explained to him all I did was scan the barcode on the receipt and I apologize that it was forwarded to his store. The thing that impressed me about Oscar was that he actually followed up with me a few days later! He asked me if the store manager at the mission Bay location reached out to me and I explained to him that he or she did not. He again apologized for my experience and invited me to come to his store to give me half a dozen cookies. I told him that I did not want him to fix another store's incompetence in regards to customer service but he explained to me that I should have never been treated that way. So my friend who was with me ended up picking up the half a dozen cookies from his store. People like Oscar really makes a difference. I was ready to never patronize another insomnia location. But he really turned it around for me and if I ever need to go back to get insomnia cookies it would be at his location in The City. I will never patronize the mission Bay location again, due to my horrible experience. I hope that employee at that mission Bay location find something that she really loves to do because it is obvious that working with people is not something she enjoys. Thank you Oscar, your company is lucky to have people like yourself who makes a difference.

Wow it’s no wonder this place has more 1 star reviews than 4 star reviews. Insomnia Cookies is known for their late night delivery and I happened to crave the cookies late at night. So I ordered the 12 in a box deal for $20 (with shipping is +$5) and they delivered it right to my door. I wanted to take pictures of the cookies but this is how they were delivered. I'm really disappointed with the presentation and the state that they were delivered in and some of them were all broken up. If you want to get these cookies, I recommend getting them in person at the store, not delivered because they obviously do not care about the contents inside the box. Other than that, I recommend heating the cookies up for 30 seconds in the microwave and eating them with milk!

TL;DR lots of options but do pick up your own! Really good but they are FRESH, meaning if you order for your coworkers and put the boxes in a bag they will slide around & crumble 🥲 i assume that’s why a lot of reviews complain that delivery isn’t a good option either. I did a pickup order of several boxes to decorate with, and thankfully only 3 were damaged out of the 3 dozen. Not only do they have a couple vegan and gluten free options, they also have a combo gf/vegan cookie so there are choices for everyone which are just as delicious as the regular options! The vegan double chocolate was my favorite.

The cookies and ice cream flavors at this place are simply amazing. My husband and I used to love visiting the outlet in Mission Bay, which is closest to us. However, we have stopped going there due to the Employee service. The girls working there are not at all polite and they don't even take the order correctly. We end up ordering whatever the girl at the counter thinks she wants to order. This has happened almost every time we went to that store.The last time ,It took us forever to place the orders, it was so confusing. The girl messed up the cookie sandwich I ordered, wrong cookies and forgot to give me the second cookie for the sandwich. We were the only customers in the store then, but she still messed up all of our orders. That was our last visit there, we haven't been back since. We have also seen trays of cookies being thrown away in the trash at the same store. We hope that's for a good reason.

Best cookies I've ever had! Customer service was excellent despite a busy crowd on a Sat afternoon. Wish the location was bigger. Def coming back for more!

I got a cookie'wich. Overall very good! However, next time, I would just get the cookies and ice cream separately. Cookies lost a lot of heat by the time i got to my car down the block and the ice cream was melting. Cookies have a flakey edge and a very warm chewy inside. Might be hard to satisfy those who prefer their harder cookies, since these are mostly soft.

I should have read the reviews first, but oh well, l figured who could mess up ice cream and cookies. I'm from out of town and l didn't want to leave my room. I made a delivery, was missing part of my order. I called and complained, they sent out some of the order, but still didn't get it right. Plus the the 'food' was just mediocre. If l were home, l could have done better.

I love their warm white chocolate macadamia nut cookie! It hits the spot when I want one. Thank you, Insomnia team.