I had an extremely disappointing experience at Insomnia Cookies on Fort Worth's West Berry Street on December 1, 2024. I arrived at 3:12 PM and was greeted by the cashier, Vyn P, from the back. I ordered three cookies, and after receiving them, I took a bite of the chocolate chunk cookie only to find it wasn’t warm. I called Vyn back to address the issue, and she dismissed my concern, stating that “nothing is wrong with the cookies” and that she couldn’t warm them up. There was no effort to resolve the issue, and she walked away without acknowledging my frustration. I had to repeatedly call her name before she came back, and when I requested a refund, she refused.
I then called the Currie Street location and spoke with the manager, Marissa, who was understanding and offered a solution to the inconvenience. While I was speaking with Marissa, Vyn eventually came out from the back and provided my refund.
This was by far the worst customer service I’ve ever experienced, and I hope this serves as a teaching moment for Vyn on how to handle customer concerns with more empathy and professionalism. A big thank you to Marissa for her excellent customer service and for attempting to make things right.
Atmosphere: 1
Food: 1
Service: 1
Lesley Schupp
The associate who helped me tonight was amazing! Insomnia used to do icing, but has since discontinued it. She was just the best, and so cheerful! We will definitely be having a "Yummy Night"
Not only are the cookies amazing here, but the service is top notch for a late-night spot.
Atmosphere: 5
Food: 5
Service: 5
Gerry Stevenson Jr
Service could be a little better cookies where awesome
Atmosphere: 2
Food: 4
Service: 2
Recommended dishes: Cookie, Chocolate Chunk
Hogan Misses
Service was great but the products are way overpriced.
Atmosphere: 4
Food: 2
Service: 5
Andrea Savannah
First time trying insomnia cookies. They were warm and fresh. Highly recommend #
Atmosphere: 5
Food: 5
Service: 5
Greg Miller
So for the second time this month, I walked in and was immediately met with “Are you picking up??” from the employee behind the counter.
I said “No”… and before I could tell her what I wanted, she said, “well it’s a 35 minute wait”… because, I assume they were filling a large order, which I understand takes time… BUT, all I wanted was two scoops of ice cream out of the cooler she was standing behind which would have taken her all of two minutes to do… 🙄
Service: 1
Britt Lee
The cookie sandwich was amazing!
Atmosphere: 5
Food: 5
Service: 5
Jazsymin C (Mz Jazz)
Never been to a cookie shop in the middle of the day that didn’t have any cookies ready ? would’ve waited but the girl behind the counter wasn’t friendly and it felt like we here bothering her.
Atmosphere: 1
Food: 1
Service: 1
Black Jesus
It’s bad business when the website and the door says yall close at midnight, and when I get there before close the doors are locked. I literally drove 15 minutes. It’s even worse that people were inside. Terrible.
Service: 1
Torean Walker
The salted caramel cookie is everything! It's soft, and chewy and sold delicious
Ordered from Ubereats and received NONE of the cookies I asked for and was given double chocolate chip and regular chocolate chip. Paid for a ‘deluxe’ cookie and did not receive it. Got my refund but I’m still extremely upset. Cancel the order if you can’t fulfill it.
Hillary Flores
Customer service was great ! Monday April 14 ,2024 . Night shift was great , from customer service to the cookies . ? They were super friendly nice and fast . The cookies were fresh soft and good . I’m glad I drove the extra 20 min to this location. I had a horrible experience at the Currie location . Gave insomnia cookies another try and when I tell you I will make the drive from now .
Tia Blackwell
Vin was Helpful , I really appreciated the conversation as I selected how many and what flavors of cookies I wanted to get !Thank you !
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Cookie, Chocolate Chunk
Nestor Colecio
Came here today for the first time. Never been to Insomnia Cookies before, but the cookies looked amazing from online pictures, so decided to try it. The one employee working the front counter wouldn’t communicate when I first came in, but I decided to wait, since I assumed she was busy. Once I had a chance to let them know it was my first time here when she came back from the kitchen. She said to wait a minute, in an upset tone. She had me waiting a while already by this point while she was back in the kitchen for a while. I decided to leave instead of placing an order. The employee working tonight made me feel a bit uncomfortable, so not sure I’ll be coming back in the future.
I had an extremely disappointing experience at Insomnia Cookies on Fort Worth's West Berry Street on December 1, 2024. I arrived at 3:12 PM and was greeted by the cashier, Vyn P, from the back. I ordered three cookies, and after receiving them, I took a bite of the chocolate chunk cookie only to find it wasn’t warm. I called Vyn back to address the issue, and she dismissed my concern, stating that “nothing is wrong with the cookies” and that she couldn’t warm them up. There was no effort to resolve the issue, and she walked away without acknowledging my frustration. I had to repeatedly call her name before she came back, and when I requested a refund, she refused.
I then called the Currie Street location and spoke with the manager, Marissa, who was understanding and offered a solution to the inconvenience. While I was speaking with Marissa, Vyn eventually came out from the back and provided my refund.
This was by far the worst customer service I’ve ever experienced, and I hope this serves as a teaching moment for Vyn on how to handle customer concerns with more empathy and professionalism. A big thank you to Marissa for her excellent customer service and for attempting to make things right.
Atmosphere: 1
Food: 1
Service: 1
The associate who helped me tonight was amazing! Insomnia used to do icing, but has since discontinued it. She was just the best, and so cheerful! We will definitely be having a "Yummy Night"
Not only are the cookies amazing here, but the service is top notch for a late-night spot.
Atmosphere: 5
Food: 5
Service: 5
Service could be a little better cookies where awesome
Atmosphere: 2
Food: 4
Service: 2
Recommended dishes: Cookie, Chocolate Chunk
Service was great but the products are way overpriced.
Atmosphere: 4
Food: 2
Service: 5
First time trying insomnia cookies. They were warm and fresh. Highly recommend
#
Atmosphere: 5
Food: 5
Service: 5
So for the second time this month, I walked in and was immediately met with “Are you picking up??” from the employee behind the counter.
I said “No”… and before I could tell her what I wanted, she said, “well it’s a 35 minute wait”… because, I assume they were filling a large order, which I understand takes time… BUT, all I wanted was two scoops of ice cream out of the cooler she was standing behind which would have taken her all of two minutes to do… 🙄
Service: 1
The cookie sandwich was amazing!
Atmosphere: 5
Food: 5
Service: 5
Never been to a cookie shop in the middle of the day that didn’t have any cookies ready ? would’ve waited but the girl behind the counter wasn’t friendly and it felt like we here bothering her.
Atmosphere: 1
Food: 1
Service: 1
It’s bad business when the website and the door says yall close at midnight, and when I get there before close the doors are locked. I literally drove 15 minutes. It’s even worse that people were inside. Terrible.
Service: 1
The salted caramel cookie is everything! It's soft, and chewy and sold delicious
Atmosphere: 5
Food: 5
Service: 5
Restaurantji Recommends
Great warm cookies
Parking: Parking was hard to
Come across. Had to park in a parking lot a block away
Atmosphere: 4
Food: 5
Service: 5
Recommended dishes: Snickerdoodle, Chocolate Chunk
Ordered from Ubereats and received NONE of the cookies I asked for and was given double chocolate chip and regular chocolate chip. Paid for a ‘deluxe’ cookie and did not receive it. Got my refund but I’m still extremely upset. Cancel the order if you can’t fulfill it.
Customer service was great ! Monday April 14 ,2024 . Night shift was great , from customer service to the cookies . ? They were super friendly nice and fast . The cookies were fresh soft and good . I’m glad I drove the extra 20 min to this location. I had a horrible experience at the Currie location . Gave insomnia cookies another try and when I tell you I will make the drive from now .
Vin was Helpful , I really appreciated the conversation as I selected how many and what flavors of cookies I wanted to get !Thank you !
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Cookie, Chocolate Chunk
Came here today for the first time. Never been to Insomnia Cookies before, but the cookies looked amazing from online pictures, so decided to try it. The one employee working the front counter wouldn’t communicate when I first came in, but I decided to wait, since I assumed she was busy. Once I had a chance to let them know it was my first time here when she came back from the kitchen. She said to wait a minute, in an upset tone. She had me waiting a while already by this point while she was back in the kitchen for a while. I decided to leave instead of placing an order. The employee working tonight made me feel a bit uncomfortable, so not sure I’ll be coming back in the future.
Atmosphere: 1
Food: 3
Service: 1
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