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Insomnia Cookies

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Insomnia Cookies's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/14/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was a victim of fraud involving Insomnia cookie employee driver who stole my Insomnia Cookies order. **** requires a code to confirm delivery, but the driver never delivered my food. Now, ********* is refusing to issue a refund. This situation is unacceptable; I cannot allow them to keep my money for an order I never received. My order was supposed to be delivered by the staff at Insomnia cookies instead they stole my order on 12/13/24.The order was placed through **** eats and I did receive a message from the person who stole my order.The message made no sense because this was for a delivery order and they never delivered the order they kept the order and my money I was scammed and I will report this to the attorney general as well

      Customer Answer

      Date: 01/08/2025

      Hello,
      I actually forgot to close my complaint . They actually did resolve my issue. I apologize for that.. 

    • Initial Complaint

      Date:12/03/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I picked up an order. The restaurant apparently can't read because they gave me someone else's order entirely. I got it home realized it was wrong and took it back to the store. The store refused to refund me because they said I should have checked the order in the store. I want my money back.

    • Initial Complaint

      Date:08/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Monday, August 5th I went online to Insomnia Cookies to make a delivery order online for the Tuscaloosa, AL area. When I clicked the button "order online" a list of third party vendors popped up, in example: Postmates, UberEats, and Doordash, etc. I chose Doordash and completed an order. As soon as I hit the "submit" button I realized that the credit card charged was one of an ex boyfriend's that was on my file and was the wrong card to charge. I immediately called Doordash to cancel the order and they told me to call Insomnia Cookies. I called Insomnia Cookies and asked them to cancel the order and issue a refund to the card thar was charged. They told me it was no problem to cancel the order since they had not begun to fulfill it, however they told me to call Doordash for the refund since they were the 3rd party business that took the payment. I made several calls to both Doordash and to Insomnia Cookies over the next two hours that night and both companies were telling me that the other party was responsible and no one was able to refund me. The manager I spoke to at Insomnia Cookies was a guy named ******. He told me he called ******** himself and that they would refund me. But I have spoken to two supervisors at ******** (and I have filed a separate complaint about them) and they told me conflicting reports, ultimately responding through BBB that they cannot issue the refund and this is Insomnia Cookies responsibility. I recorded some of the phone conversations that night. I have screen recordings of the phone conversations I had with the manager, ******, at Insomnia Cookies. He promised me that it was on DoorDash. But I demand a refund for the order that was NOT completed or delivered. This is beyond ridiculous and unprofessional. It's terrible business!

    • Initial Complaint

      Date:07/21/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Cookies were ordered at 2am, the business hours said the shop closed at 3am. I arrived to pick up my order at 2:15 am and the shop was closed. As these cookies were for a work party ( I work the night shift at a hospital) I no longer needed the cookies and went to the website to file a complaint and ask for a refund. The website does not allow contact with the company. When calling the store phone number, the line is busy. I am unable to request a refund as the company has made it impossible to contact them for issues such as this.

    Insomnia Cookies is NOT a BBB Accredited Business.

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