This is ridiculous! This is the third time I have bought the most underdone cookies. I am very upset with this mentality. I wouldn’t mind waiting 5-6 min to get the certain cookie of choice cooked correctly. I won’t be going here anymore, I’d rather go get some cookies at McDonalds at this point.

It has been over 3 hours and we have heard nothing from the store. My boyfriend called the number listed and it went to corporate instead of the store itself. Apparently they tried calling the store and the manager with no response. We just want a refund but judging by other reviews that won’t be happening. I miss when this store had competent management. At this point they should just close down and have a better business replace that primo spot on fry street.

Not sure about everyone elses experience, but the cookies were delivered within 45 minutes of ordering. The crisp edges and soft gooey insides made the perfect texture combination. Way better than any I ever had from Tiffs.

The cookies are good, but not warm like they were supposed to be. The store is very understaffed (however the person working tonight kept pretty good communication all things considered and made substitutions for things they didnt have painless). The wait time was nearly two hours for 12 cookies and some ice cream, no doubt due to the short staffing. They need some help in there!

First time going and the cookies were delicious and warm. I wish they had a few more options. But still a great variety and very tasty. I still cannot believe they deliver!

This place is so bad, we ordered a birthday cookie for my daughter who lives in a dorm in the area. And the first order was canceled by Insomnia without notice, my wife found out by calling to get an update status and was told then about the cancelation. She re-ordered the birthday cookie and was told it would be delivered by 5:30pm, my wife also told them to contact my daughter upon delivery so she can get it, once again she lives in a dorm room. It was was delivered @ 8:30pm without any call to my wife or daughter. My qife called @ 9:30pm and was told it was delivered and left on a chair outside of the building @ 8:30pm. Luckily it was still there when my daughter went to look for it. We will never order from this place ever again. HORRIBLE EXPERIENCE!!!!!!

I will neva in a million years ever order from this place again we been trying to get our cookies for the last past week and day we finally got them but keep in mind I placed my order at 5:01pm and now just receiving them at 8:00pm when I say Denton Tx lactation is the worst you better believe it…

I never rate places but this one was terrible. Poor customer service, no management, employees cussing and having meltdowns. Unable to complete simple order. Patiently waited for 20 minutes and still my order hadn’t been started as they served other customers after me. An employee was yelling that they’ll close the doors at 10 pm because they were over worked. Canceled my order and they didn’t care or apologize nor am I sure order was even canceled.

I’ve ordered from here a handful of times in the past and have never been disappointed. Tonight, I was wanting to wind down with some yummy desserts from here! We spent roughly $25 on 6 classic cookies and one deluxe cookie and two milks and their delivery fee. We placed our order at 11pm and did not receive our partial order until 12:40am. Super sad we didn’t get the $3 deluxe cookie or the milks. The delivery driver was sweet and left a note but I can’t eat nice notes. 🤕

I ordered 6 cookies at around 8pm. 930 rolled around no cookies so I called and had them cancel the order instead, no one wants to wait an hour and a half for 6 cookies. They were delivered at some point in the middle of the night after I had them canceled and the outdoors animals got to eat $20 of my money. VERY UNHAPPY. DELIVERY IS NOT WORTH IT.

Good cookies but terrible service. Been coming to this location for over a year and almost always I end up waiting 10 minutes for an employee to even come to the register, and they never have the gluten free cookies already made so I have to wait another 10-15 minutes to get my order. Even have this happen when I make an online order to pick up.

I love insomnia, but i’ve gotten to a point where i’d rather shop elsewhere. Every time I order the app barely works, it’s hard to track, takes forever. They also forgot my ice cream with purchase.

Okay so I order from Insomnia all the time and usually have GREAT experiences, except the last two times. The first time I ordered delivery and it took almost 2 HOURS to receive my order. Then last night it took almost and hour and a half to receive my order, that’s not even the worst part, I took my box inside and unsealed it and the BIGGEST ROACH I’ve ever seen crawled out onto my bed. I’m sure it was an honest mistake and still love this place but that made me super weary to order from then again, even though they’re my favorite cookies in Denton :( I also was not able to eat the cookies I ordered because the whole roach in the box thing.

What the heck is wrong with you? How about a greeting when a customer walks in? Not a word was spoken by the workers except asking us to put a mask on! We oblige but then you cant even ask if you can help us or tell us ice cream flavors! Learn some customer service skills!

Ordered cookies from here around 11:00 PM tonight. I ordered ice cream + a deluxe cookie, two snickerdoodles, and a chocolate milk. After about 45 minutes I called the store and asked about the status of the order, and they said they were short on drivers but that our order would be leaving soon. Fast forward to 1 AM and our order finally gets here. The milk was still cold, but the cookies were not even a little warm and the ice cream was completely melted. Not going to bother ordering again or calling, as I don’t want to be up until 3 AM waiting on a replacement

Best cookies around! There priced at like mall cookie store prices but actually worth it. Always warm and fresh, also great super user friendly app!

Some pretty good cookies you can always bake some good cookies yourself they’re a little bit expensive obviously taking the advantage of being an on campus industry and the kids who are wanting a late night snack. Used to always be open until 3 but the whole corona has been weird. We go there quite often but it would be nice to see lower prices especially for cookies.

Ordered a 12 pack of cookies and a quart of ice cream at 9:45 and, after waiting half an hour with no update on the online tracker, I called to ask about the status of the order to be told that they were very behind and that the cookies would be ready soon. At 11:45, I finally went to the store in person to be told that the order was cancelled when they allegedly called and received no response. The person was very rude and made NO attempt to reconcile the fact that I called the store and was NOT told the order was cancelled for no apparent reason. No “sorry,” no nothing—very awful experience and I will NOT be returning again. Not to mention that I was on hold for fifteen minutes when I called at 10:15 to check on the status of my order.

Giving it one star because i think it’s a little ridiculous that you only accept card. i hope the reason you’re not taking cash is because of covid? the store was full with 2 groups of people so probably about 10-11 people with NO MASK & not 6 feet apart. but your worried about some cash payments. i will never go to this place again and will be sure to spread the word to others not to go!

Happy with the very good cookies. There is not enough employees working there to meet demand.

The manager is sweet and has really made the place more nice to be in. Cookies are always in stock. 💖

Pricey but taste like homemade

The staff is really nice and they are open until late in the night. Good cookies and good ice cream!

Ordered delivery, didnt receive for over an hour, contacted GrubHub and then insomnia changed the arrival time and I waited until 1am, refreshed my GrubHub app to see they just didn’t deliver the cookies I ordered and closed the store even though I made my order 2 hours before closing. Had to go through two GrubHub support people to get any word from the store and to finally get my order cancelled and get a refund. It’s 1am now lol

We ordered from Insomnia Cookies for the first time recently. We wanted to ship some treats to our son for his birthday. Our son ended up coming in for a surprise visit, and we needed to change the delivery address. Insomnia Cookies went above and beyond in assisting me and getting the treats delivered correctly. Great customer service!

Scammed me! Put my account in the negative and refuses to fix their problem! I would not ever recomend going to this place. Gave me some B.S. story about credit card machines. Not my problem. You need to eat that. You cant charge customers several months later with no notice. SCAM!!!!!!!!!!

Great cookies. We got a box of 6; I had a chocolate chunk, snickerdoodle, and oatmeal raisin. My husband had 2 snickerdoodle and a oatmeal raisin. The cookies are a generous size, oven-fresh and each had great, distinct flavor. We will be back! ✌🏻❤️🍪

Had the most amazing experience first time going at 1am and service was amazing! Had the best chocolate chip and snickerdoodle!!

The reason your orders arent getting delivered is because they got rid of the kid who was doing deliveries and farmed it out to UberEats. Not sure if theyre passing through the tips or keeping them or what, but no sane driver is going to spend 15 minutes on a $2 delivery. (Yes, thats what UberEats pays for deliveries with no tip.)

Consistently out of productPassive aggressive staffIncorrect orders

Never have I been more disappointed.

I waited on the phone for about 15 minutes to check up on a delivery and they said my order was being made. Turns out after 2 hours, they cancelled my order without letting me know. Staff was rude and their customer service was atrocious.

Delicious cookies, great staff, and open late... What more can you ask for?

Insomnia Cookies are the best cookies in America. I first tried them in NYC and have fallen in love with them. Always friendly staff and the cookies are always warm and super tasty. I was pleasantly surprised to have found one in Denton, Texas near the UNT campus. Insomnia Cookies never disappoints!

Waited 2 hours for my order and it never showed up. Had to call and get a refund.

Best snicky snack place in Denton.Great products, great staff, always on time ! Keep it up yall !!!! Also, this driver of yalls is the best. High 5 him for me please. Keep it up, Rockstars !

Really good prices and the cookies are warm and fresh but more importantly very delicious. Staff was very helpful and informative and super nice. Will be back.

Best. Cookies. Ever. Especially if you cant sleep

Taste good but 8 dollars for one cookie and 8 dollars for a pint of ice cream.... 3 stars just because their prices are high, and not in a good way 😚💨🍃🔥

This place ought to change their name to narcolepsy cookies since their employees are sleeping on all their responsibilities. Went there once and they were out of the most basic cookies. Went there tonight and they turned customers away because they were completely out. What a joke.

The only reason I’m giving it two stars instead of one is because the cookies really are great. Though I’m really disappointed by their delivery. Takes way longer than the estimated time they give you :/

Gourmet cookies. They are delicious and service is pretty quick. The cookies are huge and practically melt in your mouth. Great holiday treat or gift.

Very good cookies. Expensive.

Literally canceled our order with no notification or reason and when we went to see what was taking so long they were flippant with us

Overrated for sure but when you want some cookies late at night. They are your best option.

Awful management, over worked employees. The one serving me looked like he was about to pass out and only had one other employee working with him on a Saturday night.. it’s sad to see how little management cares about their employees:(

Pretty cool concept. Having nice warm cookies available at 10pm was nice. A bit expensive but the cookies were tasty, warm, and soft. Would recommend if you have a hankering for something sweet and not on a tight budget.

Order cookies at 7:30 to pick up at 9 got there 9:05 to be told 15 min went back in at 9:30 told another 15 min the guy said it’s his last day they don’t greet seem very irritated and more is 9:50 cookies still not done said come back in 10 min

An hour after ordering, the cookie tracker said delivered. I called costumer service because the cookies werent delivered. While on the phone, the delivery person called me asking where my hall was on campus (you would think they have a campus map or SOMETHING). Finally got the cookies and one or them is missing.Almost every time I order cookies from here, they call to ask where my hall is and pretty much every time I order it takes more than an hour to get here.It is extremely disappointing to have this happen as they make very good cookies.Update:I reached out to them and they refunded the one missing cookie and got me three free cookies.

Havent had any Chocolate chunk, chocolate chip, and oatmeal raisin the last two times ive went. The two men that work the night shift arent very polite or attentive to keeping up with their stock.

The cookies were delicious. I loved the peanut butter cookies❤️❤️❤️❤️.

Very unprofessional and rude staff.

Expensive but good cookies, really rich and satisfying.

Website said the ice cream and cookies come separate when delivered, well once they got here it was just a box of melted ice cream in between 2 soggy a$$ cookies

Amazing cookies the two guys working at night aren’t attentive and lack basic customer service skills. Wish there was another location to go to.

Whats not to love?? The cookies are always soft and warm and the ice cream flavors are delicious.

Called and got terrible customer service. Never ordering from this place again. Overpriced and terrible service.

Top 3 worst customer service experiences I have had. Long story short, I placed an order for two cookie cakes that were said to be ready at 1:15pm on Saturday. Birthday party started at noon. Went to go pick up the cakes, and they were not ready. They said I could wait an hour and a half or come back at 5pm. And miss the party?Think outside the box, Insomnia, if you can’t follow through on an order (I know, it happens) make sure that customer doesn’t leave without a solution to the problem. Instead of saying “that is outside of our delivery zone” when asked if you could deliver, make an exception since it was your mistake my order wasn’t ready when promised. I would have even paid for the delivery. Maybe offer another product that wouldn’t take as long to make, or maybe a store credit for a future purchase. Instead of being blown away with a great customer service, you lost my business for life and other people will know about my experience.

The cookies are fine but I have NEVER gotten an order on time. Like never. 5-10 minutes late Im okay with, but 30 minutes-an hour? Too long. I picked a time for a reason.

It must be pretty apparent that management isn’t taking care of this store front because for a delivery that’s literally right down the street to take nearly 2 hours isn’t acceptable. The delivery time isn’t the only issue multiple times we’ve had our order delivered to our neighbors meanwhile the drivers sent a text and a picture to inform it’s on the ground in front of our door. This time we were told we couldn’t cancel the order because it was out on delivery. Well where’s your driver because someone has to be held accountable. I’m pretty confident that I won’t be returning to this shop any time soon.

Delicious warm cookies and great ice cream! They even have ice cold milk!

Delicious cookies.

We have placed several orders to be delivered to home. Fresh hot cookies are yummy with icing.

These cookies arent even tasty. I should have walked to the corner store and gotten some Oreos.

Friendly staff, great warm cookies and located right in downtown. A fun place to stop for dessert

Science deniers, they dont follow cdc guidelines

I ordered cookies at 10:40 pm. I really wanted to be generous and give them time, just in case it was somehow a crazy night for cookies. I waited until 12:00 to ask what was going on with my order, and someone at the store told me they were having trouble printing tickets. While I know that happens and you don’t notice for a while, I was kind of shocked that they didn’t notice for an hour. The employee told me it would take up to 30 minutes, that they had plenty of drivers. I stayed up because I didn’t want to leave food out on my doorstep, and she’d ignored my question about a refund. 12:45 hits and I have to make two separate calls to cancel my order. They were not helpful, and didn’t give me an accurate time estimate on my order, and any good past experiences with insomnia have been ruined.

This location does not accept cash due to COVID and mask are enforced religiously.

Cookies were so good!

They carry superman icecream.

Really delicious. If you need a sweet tooth fix then you should come here. Their cookies are fresh from the oven and oh so gooey.

Staff is super nice. The cookies are okay. I eat a lot of cookies, and these cookies are alright. Subway makes better ones in my opinion, which isnt saying much. The snickerdoodles are the only yummy ones. If i ordered delivery late at night Im sure Id be grateful, but i walked up to the store and i probably should have just made my own.

The employees are always sweet and friendly! The cookies are a little costly but they are delicious!

No customer service at all, on March 14.Wouldn’t let the customer use the restroom for a bathroom emergency because they said they lock the restroom at night.Was turned down twice, with no apology, to use the women’s restroom and he wouldn’t even make eye contact, he was just too busy for us and didn’t care.We were waiting in line when I asked and had to leave since the customer was refused, and wasn’t going come back to buy their product after such harsh treatment.No service, let alone sympathy.Needs a ZERO STAR.

I love insomnia cookies dont get me wrong but they only get 3 stars because they got rid of their salted caramel ice cream on the websites I absolutely loved it and now I cant order it anymore. It was the only salted caramel ice cream that doesnt have chuncks of chocolate in it it literally was the only thing I want when I want ice cream now Im sad.😟😟

This place is so delicious! The cookies are kept in warmers so you always get warm cookies when you get them. The deluxe smore cookie is literally addicting.

Delicious cookies! Peanut butter was my favorite but all of them are great. Way better than tiffs cookies. Will definitely be back for more!

I love the concept of this place. Cookies late at night that are warm and yummy. Lots of options and they have a fridge of milk. I have stopped here every night that I have gone downtown for an evening at the bars with friends. A nice way to end the night.

So good, open so late!If anyone finds a bad cookie from here, let me know what it is so I can try it.

The chocolate chunk cookies are entirely too sweet. Snickerdoodle is your best bet if anything.

Not really sure whats been happening to Insomnia. On more than one occasion, the icing filling on the bigwich has tasted... Flat is the easiest word to describe it. Often the cookies are either over baked or under baked, theyve rarely managed to hit that goldilocks zone. I used to frequent them weekly, but each bad experience has turned me off from them.They were very good as little as a year or two ago. Now I try them every other month in hopes it gets better, but it has not.

Good variety of tasty cookies. But a bit too sweet for my taste. Can barely finish half a cookie because of the sweetness

Great customer service. this was my first time at insomnia, had a gift card that didn’t work and they gave us extra cookies

Great cookies rude staff

Me and my ma drove from Fort Worth to try this place. I was unimpressed, the worker who served us seemed annoyed we came in and the copies were okay but pricey for the size and quality. Right after us some local students the worker knew came in and he was totally bubbly and excited. Didn’t leave a good impression that way. Sub par for me, would return if somebody else wanted to go but wouldn’t go out of my way to go here again.

Placed my order at 11:51 and did not get it until 1 in the freaking morning. If yall was about to close then the order should have just been canceled because now ive paid $20 on cold and hard cookies. SMH

I could eat these cookies all day every day, they are delicious!

Best cookies in Denton hands down

Couldnt believe how quickly they delivered

Stopped in for their ice cream, very good. Smelled delicious while inside. Great concept warm cookies delivered until 3 AM! Next time in town, well know to order a delivery of cookies where were staying.

This place is awesome for an ice cream cookie. I bought a salted caramel ice cream cookie that had peanut butter chip cookie and lemon cookie. It might be a weird combination but it was super delicious!

These cookies are amazing! I visited during the day on a weekday so it wasnt too crowded or busy. Service was friendly and prompt. I love Insomnia Cookies! Try the red velvet. The double chocolate chunk is my all time fave though!

Always warm cookies. Warm welcome. Warm cold delicious ice Cream. Until 3 am. What else do you need?? Its a purrfect cookie shop.

Really delicious cookies and that come in a variety of flavors and sizes. From medium sized cookies to ginormous sandwiches that can have icing or ice cream in the middle. I had a smores cookie and it was melt in the mouth delicious!

Ordered online — waited 30 minutes for the pick up time only to come in and hear that they ran out of cookies we ordered. had to wait an additional 30 minutes. when we got home we realized many of the cookies in the EXPENSIVE 12 pack were different than what we actually ordered. terrible customer service as well

Tried them for the first time last Saturday night on the recommendation of a friend. I will now drive thirty minutes round trip when I have a cookie craving to come here. Delicious.

Rich and Sweet!This place has one of my guilty pleasures: sugar-packed, soft, warm, chewy, melty cookies. Theyre a little on the pricey side, but have a solid variety served by friendly staff. They also have hand scooped ice cream.

Third time in a row this particular store has messed up my delivery or just not taken it. Such a shame because the cookies are good, but not worth waiting 3 hours for them to be delivered.

Very bad service!

These are probably the best cookies I have had in my entire life, and the employees have always been nice to me, and the hours are convenient for a nocturnal college student.