I had the BEST customer service! My chocolate brownie, chocolate chip cookie and ice cream is the best I’ve ever had anywhere in the world 🤎🤎🤎🤎🤎🤎 I’m definitely coming back. Thanks to the lady that served me 💎

These cookies are too good, theyre additive. And the staff is so sweet. Great job!

⚠️HORRIBLE HORRIBLE HORRIBLE SERVICE. PLEASE I WOULD PAY YOU MYSELF TO GO GET ICE CREAM SOMEWHERE ELSE. Based on the other reviews I am seeing Management must not care either because they Still horrible. Dont let them win, just dont eat here. You have been WARNED

Every time I go to this location I wonder why all the employees are the most miserable people in the world. They wont talk to you or make any effort of being nice or at least polite. Seriously, and that happens every single time. Cookies are good but I think Im done with so much disrespect to the clients.

THESE. COOKIES. ARE. THE. BEST. WARM. COOKIES. YOULL. EVERRRRRRRR. EAT🍪🍪🍪!!!!! Be prepared to stand in a line, but itll be MORE than worth the wait. Besides that, our wait was only about 10-15 minutes. AND, although I felt like they were a tad bit pricey, it was worth it...as a splurge, NOT a regular thing to do. GO NOW!!!

Do you like extremely bland boring cookies, well I have good news for you. This insomnia Cookie has only the most boring cookies made in existence. Oatmeal? You got it! Basic chocolate chip? Yup. What about something interesting like snickerdoodle or cinnamon bun? No, you just get sugar cookie.

Like why does this place exist?? Rude cashier, starting trash talking us over masks telling us to look at the signs. Sign was a crumpled up piece of paper haphazardly taped to a dirty glass door. Food was not what it was hyped up to be and the ice cream was less enjoyable than what you’d get at the grocery store. Store was too small and said only 4 at a time but no sign for that either. Avoid insomnia cookies in towson like the plague

I placed an on-line order on a Thursday for cookies to be delivered to my son on Sunday evening. I received a text that the cookies were delivered at 2 IN THE MORNING on Sunday, which was the first red flag. Called my son to confirm that they had NOT been delivered. When the originally scheduled delivery time came and went, I called the store, told that my order was still in the system and would be delivered soon. This back and forth happened 5 times; on the 5th call, I was told that the driver cancelled the delivery because he could not get into the apartment building. My son never received a text or call that the delivery was waiting outside. After 3 hours, I requested a refund, which they said they would give me. Its been 4 days and I have yet to see the refund. Will NOT be ordering here again.

Nothing special about the cookies dont believe the hype it was my first time and wasnt impressed & the lady working seem to have an attitude & knew nothing about the other flavored icecream. But her attitude made me feel like I wouldnt even come back

Went in here with my family. Was absolutely shocked and horrified by the way we were treated. The worker was singing aloud to a rap song with the n word in front of us while my aunt was trying to order. Did not even heat up our cookies. HORRIBLE SERVICE.

Thieves work here. I had bought cookies and had set 2 bottles of wine down so I could pay. Accidentally left them behind when leaving. Went back after realizing, and as soon as I walked in they had said you didnt leave anything here and I said I left 2 bottles of wine on accident, its them right there pointing to the brown bag which had 2 bottles sticking out of the top. She lied and to my face that napkins were in the bag and that I didnt leave anything. Left empty handed following up online.

I dont know why I keep ordering from Insomnia. Great idea but poor follow through. I think about half of my orders have been missing something. You have to tip ahead of time and there is no easy way to correct issues unless you call the place. You dont get loyalty points on online orders, you have to go in. Tonight was the worse. I order at 630. Order was supposed to be delivered by 7 pm. At 8 pm they called to say they were out of one of the cookies. Finally delivered at 9pm missing an item. I am a patient guy and understand things happen but this is totally inexcusable.

This is Anthonys daughter. I rate this place 1 stars because the ice cream did not taste appealing at all. In addition to that the costomer service was horrible. Finally... THE COOKIES WERE STALE!

The Cookies Were Good, Fresh & Warm. They Should Definitely Be Wearing Masks & Hair Nets When Dealing With Food. The Staff Can Use ALOT of Customer Service Training.

Terrible place! Terrible customer service! And how do you run out of the only thing you sell?! They NEVER have snickerdoodle! This place is just ridiculous! Please do not be stupid enough to give them your money!

Writing this as were still waiting on an order we placed over an hour and a half ago. Tried calling multiple times to get an update but just got hung up on. Im in awe of how horrible this store is. Absolutely avoid!

Cookies were OK - Macadamia, peanut butter, and snickerdoodle. I couldnt hear the person taking the order because the person in the kitchen felt the need to play loud, offensive music.General etiquette - if you work in a business that serves the walk-in public, maybe re-consider playing music that is chock full of the P-word and the N-word. Call me old-fashioned.

I could give zero star. Extremely unsanitary. I went at night time. The guy that made my ice cream cookie didnt wear any gloves and mixed my ice cream and cookie with his bare hands. His whole thumb was dipped into the ice cream. Super gross. Never coming back here again. I dont want to eat ice cream and cookie with some strangers fingers dipped in them.Management I hope you see this and check your surveillance camera at night time. Your staff didnt wear face covering mask or gloves. Both guys working there that night had their masks around their neck instead of covering their face. They were talking to each other while making my food. This is basic hygiene, dont be talking without a mask and spitting droplets into my food. They were blasting rap music super loud too. I dont recommend anyone coming here

Had a great experience. Morgan was beyond delightful! She was extremely expressive and you know how she felt. Loved her taste in music is was almost as colorful as her language. 10/10, would go for service alone.

I have been trying ot order online to deliver cookies to my son. How can chocolate chip cookies be out of stock?? Impossible to call store to get any answers, on hold for 10+ minutes, then got disconnected. Grrrrr.

Gotta say disappointed.Where to start .....They have a mask policy cashiers not wearing his correctly Guy in the back not wearing one at allCant take card only cash.I buy a box of 24 and instead of it being neatly packed in the box it’s stacked on top of each other some broken apart box unable to closeCome of the cookies where undercookedService was slowMessy store front dirty sink says a lot about what they would be ok with foodFirst experience with the company way out of the way and not worth the moneyAnd seems like a health hazardNot returning

This place is terrible, super slow, a mess. The woman behind the counter was polite but seemed not to know how to work the register or where anything was. They were completely out of ice cream. The guy in front of me gave up after they were out of his 4th request. We’ve also had bad experiences with gift orders. It just seemed dirty and disorganized, like there is no management or training. Avoid this place and this franchise. And if you are going to charge $1.75 to $3.50 for a cookie you should at least get a fast and friendly experience. Good cookies but not worth the price or hassle.

For a place so forward about their late delivery ordering was surprisingly difficult, website was slow and froze multiple times, text boxes within drop downs that closed themselves forcing you to start over. Tracker didnt work at all. Still says theyre in the oven. Wasnt notified at all on delivery so they were sitting outside for who knows how long. All thats said.. these cookies went so hard, super tasty.

No phone manners, poor service, uncaring, no interest in giving this business my hard earned money. New trained people should be running this business, because it’s going down fast.

Good experience. Good fresh cookies

Ordered a 12 pack of cookies, but only got 11 (2 of which were broken into pieces). When we called to inform them and see if we could get the cookie we paid for, the employee was rude and unenthusiastic about bringing the extra cookie. Disappointed with customer service but pleased with the deliciousness of the cookies.

Staff passed the vibe check

The desserts are good. I have had cookies,ice cream toppings and multiple flavors of ice cream. For ice cream flavors, I have had chocolate, vanilla, cookie monster, birthday cake and moose tracks. My favorite ice cream flavor is chocolate. Moose tracks is my second favorite flavor at Insomnia Cookies. For toppings, I normally get cookie dough bites or m&m. I highly recommend this place for dessert.

Cookies werent as soft and warm as they usually are. Still good though

I ordered the cookie sandwich. The cookies seemed it was fresh out of the oven. My experience was great. The store manager was also great. I will definitely go again, and recommend this place to anyone that is looking for some good dessert or just simply has a sweet tooth.

I previously reviewed this location on my last experience but they must have deleted it. However, my second time at this location was much better than my first time going. The staff and environment was more pleasant this time around.

All workers are so kind and accommodating. Makayla specifically was so kind, even at 2am. Would definitely recommend, she and the night crew definitely deserve a raise.

After an hour, I called to cancel. The operator told me it would be here any minute and they only had one driver. I said fine and accepted a coupon. 30+ minutes later, nothing. DO NOT ORDER FROM HERE.

Ive ordered from them 4 times now. Ive selected the knock on my door option on the website, and even written in the delivery instructions for them to call me on arrival. They never have. Theyve always left the food on my porch and bolted. Ive always found it sitting there 90 minutes after ordering, with no notification. They dont even update their delivery tracker. The cookies Im eating now are supposedly still baking. Great cookies. Great product, this store is just run by a bunch of jokers apparently. If the delivery service was competent, this review would be five stars. Instead, Im snacking on lukewarm cookies and waiting for my ice cream to re-freeze.

I was hesitant from the bad reviews about delivery but decided to give them a try when offered a free 6pack of cookies with order. I ordered delivery for the cookies with a pint of ice cream. It arrived quickly and was delicious. The delivery person knocked on my door. It is true that the app tracking does not work; however I was also sent text updates on my order. The text had a link to a website tracker that did work. It had an estimated time and a map showing where the driver was. I also received another text when they were on their way.

A little pricey but for a little bit of guilty pleasure indulgence these cookies cannot be beat. They are creative and delicious. Personally the Smores cookie is becoming my favorite dessert of all time.

This place is horrible. The service is terrible, a bunch of kids working here that can barely do their jobs. We ordered a 12 pack and only got 11, half of them broken in half. When we called back, they were extremely rude, acting as it was our fault. Maybe you should check the order before you send it out. Crazy I know, must be hard being paid for doing nothing. If you can avoid this place, do. Worse service ever.

Went to get cookie from there but the lady over there interacted rudely with us and it was first time coming to this place and had such bad experience. Bad customer service. Not recommended.

Love making cookie ice cream sandwiches here! the staff is also pretty nice!

Last time I had these cookies delivered they were warm and melted in mouth. Just picked up cookies. They were cold, hard and one broken in 3 places. Called to complain and worker apologized and offered to replace them if I brought them back. Didnt feel like going back out so just kept them. Not sure if Id order againin.

As I’m sitting here, waiting abnormally long for a delivery order (for the second time), I thought I should look up the reviews of this place and see if this is a common occurrence - what do you know, it is! This first time I ordered delivery from this place, it took about 2 hours for my cookies to get here, and I just figured it was a weird fluke. Now that its happened a second time and I can see many others have had this same experience, I will not be ordering delivery from this place again. I might stop in sometime to pick some up myself, but even that sounds iffy, based on peoples description of how things are inside. I am now sad knowing the $3 delivery charge + $5 tip I left the driver this time is truly just money down the drain.

Staff is rude - surely needs additional training. In the midst of hard times for everyone, I will be more deliberate about where I take my business—not here.

Great place for a sugary late night snack! These guys are awesome and you’re missing out if you haven’t been here!

I ordered a 6 pack and a (overpriced) chocolate milk at 8:57 pm for asap delivery (just didn’t choose a time). And I did not receive my order until 11:25 pm. Even though I called the store around 10 pm and was told my driver would be leaving in 10 minutes. Don’t order delivery. Save your $3 and just go pick it up. They obviously can’t manage their time well enough to do things at a reasonable speed with delivery.

MIKE is a very nice worker !! Very sweet ! It was my first time here, and Ill definitely come back just because of this customer service!!!

Staff was rude as hell! Completely hung the phone up proceeded to send me to voicemail as I watched her. I understand these are hard times but no need for the rudeness by any means.

Always a great stop when you have the munchies or late night sweet tooth. Slightly pricey but the proof is in the cookies that it is all worth it. Oh and ..... they DELIVER TOO! Cookies that will come to you.

Ordered for delivery, no delivery for the next day requested time. No one called me to let me know. I had to follow up with two more calls and the delivery was late from the second promised time. I should have trusted the review prior not to order delivery.

Very bad customer service a lady and a guy were so rude

Too priceyStore was smallThe lady working really didnt want to...She was not rude at all,( her body language said that we was asking for too much)

I placed an order for contactless delivery. The description says someone will deliver to my door and notify me, then I can come collect my food.I did not recieve any kind of notice at all. Food was left outside my apartment building for over an hour. The cookie tracker also doesnt seem to work. Stuck on baking perpetually. Even after the delivery is made. I had to call insomnia, ask where my order was, only to be told it was marked delivered and I should check outside. Sure enough it was there, and had been for over an hour according to the customer service rep. I live in an apartment building. Anyone could have stolen or messed with my food.How can you advertise that your drivers will call to notify of delivery if they dont?! Grubhub and Uber eats, hell even my local pizza guys have this down by now. Its not hard to dial a phone number.Will never order delivery again. And I will never tip before my order was delivered again. Delivery driver got a 4$ tip to drive about a mile and leave cookies outside (it asks for the tip when you pay, which happens before your order is delivered). My mail person doesnt expect a tip and they do more.Would not recommend. The delivery staff dont care and customer support didnt even offer to refund the tip. Nonetheless the order.

All workers give amazing customer service and even better cookies

Best cookies i ever had honestly, i always stop by whenever i see

They dropped the cookies off on the ground in front of my apartment building and made no attempt to contact us to let us know they were delivered. Tracking was not working. Our cookies sat outside in the rain for an hour. Didn’t even get a refund.

Ordered at 7:20pm. 9:25 & two customer service calls later still no cookies had arrived. Absolutely, completely, NOT worth the INSANE price for some cookies. Ended up cancelling order

I ordered on Saturday 1/9/21 at 7:16 pm. I am sitting here at 11:00 pm, having had to cancel my order because I STILL haven’t got it. I called at 9:15 and was told “we have one driver and as soon as he comes back, yours is next”. That was 90 minutes ago, I’m not trying to stay up all night for cookies. Won’t order delivery again, even with these coupons they gave me.

Delivery was pretty quick only took them about 25-30 minutes. I wish the cookies were just a tad warmer and larger. Prices should be brought down a little as well.

Delicious cookies and ice cream

Ive been here twice during the day and the cookies soft and delicious. The customer was okay, not the best or the worst Ive ever gotten. A bit pricey for cookies but Ill keep going back to splurge once in a while.

The girl was so disrespectful and rude

Ordered at 7pm for a delivery to arrive at 8:45pm. At 9:06 to ask where my order was and the representative promised it would arrive in 15 minutes. I called back at 10:20 when it still hadn’t arrived and after waiting on hold for 15 minutes we were told it had JUST left the store. The driver called from the parking lot and had us come out to their car to come get the order instead of bringing to our door. The customer service line sent us coupons they said could be used for carry-out orders but it says right on the coupon they are only valid for delivery orders. They offered us a 30% discount for our 2 hour late order but didn’t send us proof of the refund until we requested it. Also they sent us a regular cookie cake when we ordered a “pizza cookie cake” which was supposed to have red velvet baked on top of chocolate chip. Wrong order two hours late and customer service number was unhelpful. PLEASE DON’T BOTHER ORDERING FROM THIS BUSINESS. Seriously not worth the stress and waiting on hold three different times.

It tasted good but not worth the price you pay for it. The young lady at Insomnia cookies Towson looked like she could use some sleep herself. The cookies may be warm but not the atmosphere there.

Order was left infront of my door, without being notified, ordered 6 cookies they only have me 4, but the 4 that i received was cookies i didn’t pick at all

It was 8pm on a worknight, and I had just finished up blending up some choice juices at the store across the street (Nugzrun - HIGHLY recommend). Anyway, I hadnt eaten dinner yet, so I figured Id grab a few cookies till I could get home to nom on some Capn Crunch. WOW. Those TU college kids aint joking: Insomnia Cookies are dank (picked that word up from my ACCT 201 students). Turns out, I ate so many I ended up falling asleep the moment I got home anyway, so didnt even need to break into the Crunch box after all! Not a problem. Just means Ive got dinner for tomorrow! Que sera sera, amiright?!

You know its good when three moms drive 40 minutes to get a super yummy treat at 1030 on a school night!

Took over an hour to deliver, didnt follow the instructions I wrote on the website as the other reviews say, dont order delivery. Not worth the wait

The cookies are lit af

Prefect place for late night craving for something yummy😋

Our order is never right. We always get our cookies but they always forget our milk. We call back and ask for it to be re-delivered and it never gets re-delivered so we always have to call back the next day to get our $7 refunded. We aren’t ordering from this store anymore.

Never order delivery. Trust me... never do

Cookies are not worth $10 bucks and people do not follow directions at all. Got a frosting mess instead of an ice cream one like I ordered. Just massive glob of frosting which got everywhere in the bag ended up throwing the whole thing away.

Pit me to sleeep

Was skeptical of the 3.5 rating before we went... Their staff is rude and I would never come here again

Very good cookies! Always a good experience!

Great cookies bad staff, especially the girl taking orders!

Staff sucks

Love this place .

When I go there,they are always out of.and they are too slow.somebody has to check that location.

Cookies are good, rude staff

They out here swindling

Yummy, and they deliver

Terrible

Cookies are good

Fantastic