My roommates and I are HUGE fans of Insomnia Cookies, so once we found out they were coming to Charlotte, we were obviously excited. We picked up our cookies the first few times we were craving them and we never had any problems. The problems did not start until we started using their delivery services.
The past two times we ordered cookies from Insomnia for delivery, the delivery took over two hours to get to our home after placing the order. This would not be as big of a deal if they would tell us prior to placing our delivery order something along the lines of “I apologize in advance, but we are short staffed so the deliver time may be longer than usual.” The “usual” delivery time is between forty and fifty minutes. With the convenience of the Insomnia Cookies website, I can know when the cookies have been baked, sent of for delivery, and what time they will be delivered. After two hours, and the website informing me the cookies are still being baked, that is when I decided to call the customer service line. They apologized and gave me a coupon for four free cookies with an order of over six dollars for my next purchase. I thanked them and went to pick up my cookies instead of waiting any longer on the delivery. When I arrived at the Insomnia Cookies location, I waited an additional ten minutes for my cookies to be prepared. If you know me, you would know at this point I am extremely annoyed. I got my cookies and left. To no surprise, the cookies were outstanding and I was happy again.
A few nights later, my roommates and I decided to use our coupon for the four free cookies and would go pick them up so we would not have to wait for the delivery. After placing my order of ten cookies, including the four free cookies, the employee informs me my coupon is valid for online purchasing only. It does not say this on the coupon, but he insists I place the order online. I do as he ask and I tell him “I am placing the order online right now and I will be back in about five minutes to pick them up so you will have time to make them. I’m going to run to the grocery store.” He tells me it will be ready once I get back. I place the order online, but there is no coupon code. I call customer service and they instruct me to place the order over the phone and they will notify the store of the price change and order. After leaving the grocery store (which is in the same parking lot) I return to the Insomnia Cookies store to pick up my cookies. The employee tells me he accidently sent it out for delivery because he forgot I was coming back to pick up my order. I thought he was joking because I had just been in there a few minutes prior about my order. He was not joking. I went home and waited for my cookies. It took an additional forty-five minutes for my cookies to be delivered once I had gotten back to my home. The delivery lady was kind and apologized about the confusion. I gave her the money for the order and she went about her night, as did I. The cookies were great, as always. I ignored all of my frustration with the customer service and ate my cookies in peace.
Around midnight (about three hours later) the doorbell rings. My roommates and I look at each other confused. None of us are expecting anyone. The doorbell rings again. For a second, we thought it might be a delivery service, such as Insomnia Cookies, but if it was they would have to call to get access into our gate and they would call us to ask us to please open the door for our delivery. None of us received any calls. A few minutes later we begin to hear our doorbell repeatedly being rang over and over and over, all while the person at our door is beating on it trying to get someone to open it. It was something I had never experience before and I had no idea what to do. All my roommates were afraid because who would be banging on our door and ringing our doorbell non-stop at midnight. It doesn’t stop for a solid five minutes. When we finally open the door, it is the delivery woman from earlier in the night. She is demanding money that we “shorted her” from the delivery three hours ago. Still startled from the situation, I was not sure what she was talking about or why she was even at our door. She tells us we owe her five dollars and I calmly explained to her that the money we gave her was correct because we had a coupon code for four free cookies that was placed over the phone through customer service. The delivery lady then threatens to call the police on me if I don’t give her the five dollars I supposedly owe her. At this point, I was fed up with the entire situation. I gave her the five dollars and she left immediately not caring that she frighten people in their own homes with coming unannounced or expected and handling the situation in a professional matter, as she should when working for a company.
Insomnia Cookies, never in my life have I received such poor customer service. I am so disappointed with how this company is treating their customers. Before, I would rave to peers about this company because the cookies are exceptional, but unfortunately that does not make up for how my roommates and I were treated by the employees. I guess we will have to wait for The Appalachian Cookie Company to open in Charlotte and hope they treat their customers with consideration, as they should.
