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Insomnia Cookies LLC

This business is NOT BBB Accredited.

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Complaints

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

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Insomnia Cookies LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint 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:12/31/2024

      Type:Customer Service Issues
      Status:
      UnansweredMore info

      Complaint statuses

      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.
      Dear Insomnia Cookies Customer Service,I am writing to raise a complaint regarding a recent experience at your Insomnia Cookies location in ********** near ****************On December 29, 2024, I placed an order for a dozen cookies and one ********* in-store. After making the payment, I realized I had forgotten to present my points code to earn loyalty points. The employee who assisted me also did not remind or ask if I had a points code.When I brought this up, she informed me that she could not add the points after the purchase. I suggested canceling and refunding the order, then charging me again to properly apply the points. She agreed to this solution, refunded the order, and charged me again. However, despite this process, the points were still not added to my account.On December 30, 2024, I checked the app and noticed the points were missing. I called the store and spoke with the same employee. She apologized, admitted to the mistake, and took full responsibility, acknowledging she had forgotten to add the points. However, she informed me there was nothing further she could do to resolve the issue.I feel inconvenienced, scammed and misled by this experience. I am demanding that Insomnia Cookies add the proper points to my account and compensate me for the time I have spent dealing with this matter.I trust you will handle this issue promptly and ensure that no other customer faces a similar inconvenience in the future.Sincerely,***** *****
    • Initial Complaint

      Date:11/30/2023

      Type:Delivery Issues
      Status:
      UnansweredMore info

      Complaint statuses

      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.
      My husband and I placed and order with Insomnia cookies to be delivered to ********* Hospital to the Hospice care team taking care of my father in law. We received one box of cookies not the 6 we ordered and paid for. They are refusing to refund the money saying we owe for the one box and can not refund the 5 it is the delivery problem. The delivery company says it's Insomnia. It is wrong and someone got paid. Their response to delivering one out of 6 boxes we are going to make sure you paid for that is amazing that they can even say and control that.

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