I normally don’t leave 1 star reviews, but this experience was unbelievable. My order took over an hour, which I was fine with. I ordered two scoops and a 6-pack of cookies (two chocolate-covered strawberry, two red velvet, and two cookies and cream). When the order arrived, the cookies were missing.
I called the store immediately—literally within a minute of the driver leaving—and asked if they could please contact them to let them know the cookies were left behind. The driver was basically still on my block, so it would’ve been an easy fix. Instead, the person who answered the phone started laughing and giggling, then passed the phone around like calling their own co-worker was somehow amusing.
A “manager” finally got on the line and said, “you must want a refund.” I repeated myself: all I wanted was for them to call the driver and have my cookies brought back. She said she would resend the order once she figured out how to “redispatch it.” I even asked if she needed my address again, and she said, “no, we have it right here.”
Hours passed. Still no cookies. When I called back, they claimed they had no order at all under my name, address, or phone number—even though they had already confirmed that exact information earlier.
I’ll definitely be disputing these charges. This was one of the most unprofessional customer service experiences I’ve ever had.
Update 1 hour later after review: 3 hours after order. cookies were delivered. I'll keep that opinion to myself. They deserve the one star but at least they were delivered.
Cailen Bertrang
Took two hours for three cookies. Didn’t even get the order right.
zeynel öztürk
I am a regular customer/courier who frequently visits this store, but I had a very disappointing experience today. One of the staff members (with black dreadlocks) was extremely rude and refused to hand over the order. I requested him to place the order on the table so I could confirm it upon pickup, but he declined. If this goes against your store policy, he should have reported the reason and cancelled the order instead of being unhelpful. You are losing customers due to this kind of behavior. Good luck with this attitude.
Zain Tariq
⭐️⭐️⭐️⭐️⭐️ Google Review
Oskar is the man! Amazing customer service every time. This is a great place to get ice cream — friendly, fast, and always delicious. Highly recommend!
Melissa Babler
My go-to cookie place when in Madison. Way better than crumbl. The confetti deluxe cookie is the best cookie I've ever had. Could eat it every day. Lol. Staff has always been nice and friendly whenever I've visited.
C B
So good!
Dana
Great service and excellent customer service I love insomnia cookies
Ashley Lynn
Ellie is the best, we love her!!!
Tamika Clayton
Great place
Brad Szeklinski
I've ordered from here 4 times. One in person three online... in person i had zero issues, online i have yet to actually get my order... very disappointing... at least doordash refunded me right away... would have preferred my cookies though.
I normally don’t leave 1 star reviews, but this experience was unbelievable. My order took over an hour, which I was fine with. I ordered two scoops and a 6-pack of cookies (two chocolate-covered strawberry, two red velvet, and two cookies and cream). When the order arrived, the cookies were missing.
I called the store immediately—literally within a minute of the driver leaving—and asked if they could please contact them to let them know the cookies were left behind. The driver was basically still on my block, so it would’ve been an easy fix. Instead, the person who answered the phone started laughing and giggling, then passed the phone around like calling their own co-worker was somehow amusing.
A “manager” finally got on the line and said, “you must want a refund.” I repeated myself: all I wanted was for them to call the driver and have my cookies brought back. She said she would resend the order once she figured out how to “redispatch it.” I even asked if she needed my address again, and she said, “no, we have it right here.”
Hours passed. Still no cookies. When I called back, they claimed they had no order at all under my name, address, or phone number—even though they had already confirmed that exact information earlier.
I’ll definitely be disputing these charges. This was one of the most unprofessional customer service experiences I’ve ever had.
Update 1 hour later after review: 3 hours after order. cookies were delivered. I'll keep that opinion to myself. They deserve the one star but at least they were delivered.
Took two hours for three cookies. Didn’t even get the order right.
I am a regular customer/courier who frequently visits this store, but I had a very disappointing experience today. One of the staff members (with black dreadlocks) was extremely rude and refused to hand over the order.
I requested him to place the order on the table so I could confirm it upon pickup, but he declined. If this goes against your store policy, he should have reported the reason and cancelled the order instead of being unhelpful. You are losing customers due to this kind of behavior. Good luck with this attitude.
⭐️⭐️⭐️⭐️⭐️ Google Review
Oskar is the man! Amazing customer service every time. This is a great place to get ice cream — friendly, fast, and always delicious. Highly recommend!
My go-to cookie place when in Madison. Way better than crumbl. The confetti deluxe cookie is the best cookie I've ever had. Could eat it every day. Lol. Staff has always been nice and friendly whenever I've visited.
So good!
Great service and excellent customer service I love insomnia cookies
Ellie is the best, we love her!!!
Great place
I've ordered from here 4 times. One in person three online... in person i had zero issues, online i have yet to actually get my order... very disappointing... at least doordash refunded me right away... would have preferred my cookies though.
Restaurantji Recommends
Ellie amazes me every time I walk into the building. Phenomenal service. Vibe setter. Goes above and beyond
Ellie gave me the best service imaginable she deserves a raise what a wonderful person!!!!!!!
Ellie was so helpful and kind, thanks!!
Ellie is the 🐐
Ellie the goat she the best worker ever
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