It is a shame that this store executes such a good business concept so poorly. I’ve ordered directly from their website and their mobile app several times and they have gotten more orders incorrect than correct over the years. The orders often take over an hour and arrives cold if at all. They are really struggling with their drivers. There is no way to contact the driver and it takes forever to get a refund when orders are 2+ hrs late. The staff I have dealt with are often quick to be confrontational. I get the impression the kids that work at this store are being malicious on purpose from several conversations with them. It simply is not worth the hassle ordering from here for the worst customer service imaginable. I get the cookie craving and am left frustrated every time I choose Insomnia. Avoid.

My girlfriend waited over 3 hours for an update on her order then kindly waited another hour late at night in the parking garage of her apartment complex after she received the “Your cookies will arrive soon” message. It turns out, the delivery driver never delivered the cookies but marked them as “delivered”. How dare you steal my girl’s cookies?? Now, we’ve both got insomnia but no cookies!!

Went to this location 8/25 to try the franchise for the first time picking up an order for a bachelorette party. Proceeded to wait to pick up cookies at 10pm, only to find door was locked. Both the website and store hours outside said they were open to 3 am with no sign stating they were closing early, lights were on, cookies being pulled out of oven. Staff continued to stare at me for the next 20 mins as I waited around. The staff continued to ignored me as well as other patrons.

Tonight was my first bad experience with Insomnia Cookies-which I have frequented for the past 10 years. First, the employee at the front did not great or acknowledge that my children and I had even entered the store for 10 minutes. Then after I spoke to him for the 3rd time, my daughters and I and cookies. The sundaes I was given with my children each had less than one scoop of ice cream, and when I questioned the employee if that is honestly how much ice cream they give for $5, his response was I can add more??? WHAT!! The cup wasn’t even to the rim, and that was on top of the store being out of every flavor except chocolate chunk. Glad this wasn’t my first experience, but it might be my last👎

VERY DISAPPOINTED! I joined the CookieMagic membership and made my first order for delivery. I waited for 2 hours to get any update from Insomnia. Then waited another 2 hours and I still have NO COOKIES. I called to figure out where my cookies were after they were marked as Delivered (when they WERE NOT) and was transferred from Insomnia to Uber eats and then back to Insomnia again. I waisted my whole night just trying to get some cookies that I still dont have. Strongly considering canceling my CookieMagic membership. So disappointed because im just a college student who love cookies - and im out of my time and money.

Just like ordinary cookies. Too soft and melt in your hand. Make sure your other hand is available to catch it if it drops.

The cookies I got are absolutely amazing. I will be stopping by anytime I go through Charlottesville.

Dusty came all the way from DC to open the insomnia shop from Charlottesville. Excellent service !!!! THANK YOU DUSTY!

While the cookies were good (the reason why its even two stars), they messed up my order pretty badly. They swapped one of the cookies ordered for something else (unsure if they were out of the kind I ordered or what, no mention of it anywhere), and straight up didnt give me the deluxe cookie I had ordered. Attached a photo to show what was ordered, and what was received (two cookies broken in half to see what they were since I wasnt sure which cookies were missing at that point).

Ordered cookies 4 hours in advance as a surprise, they are now 2 hours late and I cant get ahold of anyone at the store to cancel my order. Dont bother ordering delivery.

Better to go in then get delivered..Delivery is horribleeeeeee!!! Always an issue about why they cant deliver on time! Dont waste your money!

If you are rich they might be good. I just think they are over priced. Very good cookies but a lot of money

Insomnia Cookies lured me in this 4/20 with the offer of a free cookie. Naturally, I couldn’t just get a cookie, so I also snagged a cookiewich. All of the options are Insomnia Cookies are good but not great. For the cost, it’s not really worth it. You could make your own cookies for the price of a few at Insomnia.

I ordered food with them and it took over 1 before I got tired and just called and had to cancel the order all together. Refunded me and gave me three free cookies. I appreciate that so hopefully next time my experience is better with them.

I never got my cookies delivered. Ordered them at 7:49pm and they never came, though I got a text at 11:50 that said they were delivered.

This is the best Insomnias experience Ive ever had anywhere in the country. Harold and Chelsea are such kind and dedicated workers, they helped us out tremendously right at closing time. They were so nice, especially after an extremely long day of working at the store. The cookies were freshly baked and fantastic. Our experience wouldnt have been the same without Harold and Chelsea, so thank you!

Teniya and Laura were such great help! So polite and upbeat! Super fast service too!

Overpriced and so-so tasting cookies. Not worth it. They were warm but Ive had much better cookies.

My first and last time using their delivery service....been waiting over an hour for an order and nothing yet. I tried to call and check on the order, but could never get an actual person to answer....never again and I would like my refund!

Teniya and Laura need a raise - best service Ive ever come across in my 30+ years as a Michelin guide food critic

A small and humble cookie maker who also offers ice cream. The thick, potent cookie smell as you walk in is entirely enchanting. A nice stop on a stroll in the area.

I had a great experience here. I went in late after closing hours, but Andrew and Harold accommodated me above and beyond my expectations. They saved my girlfriends moms birthday party. Will definitely be visiting again.

Laura and Teniya assisted me with my order. They were polite and courteous, and a pleasure to purchase some delicious cookies from!

Super super good!!

Always served warm 🍪

I have given this place a chance way too many times now. The first time I ordered over $80 worth of cookies and none came. I was given an email address by management so I could get a refund since they cannot refund at the store for online orders. No one ever replied or called, so I just gave up after about 8 emails to check in. The second time the cookies were over an hour late. Today, I ordered cookies at 2:34pm and I didn’t get them until 4:50pm. I was sent a text @ 2:45pm saying they were running behind and the order would arrive in 55 minutes. Ok, sure I could deal with that. Then I get another text @ 3:13pm saying they were on the way so why did I get them at 4:50pm when I’m 10 minutes down the road?They were super cold which was very upsetting considering their whole gimmick is fresh, warm cookies. I think I’ve given them enough chances now to say no cookie is worth the mess.

Teniya and Laura were the best!! First time at insomnia and am definitely going again!!

Cookies were good enough, but pretty small and, most importantly--took over an HOUR to arrive from right down the road. Also, as soon as I placed the order, I tried to change my selection to chocolate milk from white milk and was on the phone for 5 minutes with nobody ever picking up. All in all, a neat enough concept, but not worth the money at all, really.

The cookies were great! The location was dirty and so was the inside of the store. They didnt have many cookies available for us. Would go back but not to this specific spot.

Were talking cookies, so you cant really screw them up. It is what it is. These were good, but a bit undercooked.

Great little stop for a quick treat. The cookies are big and are always warm and fresh. If you buy more than 4, they come in a pizza like box. They also have ice cream and milkshakes. I love the fact that they deliver until late in the night. Its great for night shifters. Its easy to find with close parking.

Y’all these cookies are so good. Had some ordered to the hotel I’m staying at and dear lord. The driver was very swift and nice. Opening the box was borderline euphoric. I had the deluxe cookie with the reese’s on it and let me tell you, best cookie I’ve ever had. Each bite was a new adventure. I almost cried after I had finished it. Thank god I have 3 more to look forward to later.

Currently waiting am hour plus for 8 cookies. On hold to see what’s taking so long and that’s just as long a wait. Next time I’ll just bake my own damn cookies. It’s bad enough they’re overpriced but to have to wait forever and a day with no response is just awful!

My first time ordering with them. I placed my order it charged me and never took my order, I call they said it glitched and I need to do it again. They say the charge will fall off automatically. Ok cool, place my second order it goes through, we waited about 45mins - an hour to call to check the status of the order bc the online tracking would not update. They said the orders out for delivery should be here soon. I wait another 30 minutes, now my tracking has updated and says it’s been delivered. So I call. She tells me that the delivery drivers swapped orders and it should be here any minute and I will get a call when it’s at the front door. I wait another 45 minutes. Still nothing. I call back, she finally puts me on hold to I guess actually check. She says the manager says my order was delivered and there’s nothing they can do. So 2 1/2 hours and $40 later, A WASTE.

Teniya and Laura are the best ong

Cookies are delicious and the hours are perfect for late-night munchies. The service really was just as bad as the other google reviews state. Rude and unfriendly staff that appear to hate their job. I’m also not one to comment on pricing because if it’s good, it’s good. However, everything is incredibly overpriced. $3.50 per cookie? $16 for 4 cookies? That is completely absurd.

The name is very apropos because you will be up all night eating cookies!

I just want to lead this with the fact that I have never written a review for anything but this experience was so bad that I wish I could give them zero stars, but Im not entirely sure it was their fault that I wasted at least six hours waiting for their cookies. I believe the fault lies with the third party delivery service, Postmates. Apparently I lived out of range of insomnias delivery (despite it being a 15 minute drive away) so insomnia opted to use Postmates. I dont think Ive had the displeasure of interacting with a more incompetent delivery service. I have no idea what happened with my cookies. I hate assuming the worst, but after at least 6 hours of waiting and 3 cancelled and rescheduled deliveries, I can only assume that the drivers: a) ate the cookies, b) delivered the cookies to someone else, c) spontaneously popped out of existence, puzzling quantum physicists everywhere, or d) ate the cookies. I will never know the answer as I was never once in direct contact with the delivery drivers. This is my favorite form of delivery service because theres no accountability and I never get my cookies. What hurts the most about all of this is that I really like insomnia cookies and Im very bummed that I did not get them after fantasizing about them all day. Its not all bad though. After all, Insomnia offered us 2 coupons for 6 free cookies that I will never use because they came with the caveat of having to spend $6 in order to be redeemed. Sorry insomnia, but I will not give you 6/12 dollars to pay for the cookies that Postmates ate. I will never be using Postmates again and I will only use insomnia if Im physically at the store or they stop using Postmates

Best cookies ever

Excellent variety of different cookies and ice creamsGreat delivery driversGreat staff and managers

Ordered cookies, the delivery time was supposed to be from 5-7pm. I called at around 8pm was told it would take another hour. It’s now 9:08 pm no cookies. Called several times no answer. Horrible customer service.

Harold and Chelsea were so helpful and kind serving us at 11pm after a long day of working since 10am in the morning!! Thank you both for your hard work!

The cookies were delightful, albeit a little too sweet. If you live near them, they will deliver till late. Like, really late. The cookies there are always warm, they heat them up to order. There are many different flavors of cookies.

When you walk inside, the smell of cookies will take you away! The ice cream cookie sandwiches are amazing. You will be a repeat customer. As a matter of fact, let me make an order now!! Excuse me.....

SeanYe was so kind, helpful and sweet when I visited the store last week. I will definitely be back! Great customer service 👍👍

The past few experiences were horrible!! Took over an hour to get my cookies and they were cold!! Usually my go to store but not anymore

I have tried them 3 different occasions and two times now I have had issues. I placed both orders online and tracked my orders (they were surprises for someone else). I had set up a specific time for the delivery to happen (the place they are delivering to is only open certain hours) and waited. Two times now the delivery never happened and I was never notified.... when you call in to get an explanation it is not even to the store you are dealing with it is a call center one time it took me 3 different calls to finally reach a person and I had been on hold over 15 minutes. I get that people call out a driver may be Ill but it would be nice to get notice. They told me they wait for the customer to call them before taking any action... WILL NOT USE AGAIN BECAUSE THAT IS RIDICULOUS THEY HAVE YOUR CONTACT INFORMATION!!!... Now today being one of the days that this had happened it is 130pm and delivery was supposed to be at noon for an office birthday party I am left scrambling... a courtesy call when they realized this was going to be an issue would have gone a long ways and maybe saved a future customer... dont advertise delivery if not going to happen

AVOID DELIVERIES!!!! Every time I ordered from here it arrives at least 2 HOURS LATE! Made an order 4 hours ago and it never arrived. They are now closed and I haven’t gotten my order. THEFT!!!

Order cookie cake for my sisters birthday. The store was closed when I came to pick up my order at noon. No response from the people running the store. Had to cancel my order and run to Costco to get a cake. This store should not be business anymore.

They had an experience offering free cookies from 10 pm to close. I got in line at 11 and wasnt able to get inside until 1230 where I was informed there would no longer be any free cookies. Another employee told me this was not true, and began giving cookies to the people in the front of the line (I was now in the middle). Then I see an employee go running by with tons of cookies and she begins to hand them out to the people at the back of the line who got there 40 min after us. We were furious, and the lack of order for this event was honestly laughable. After waiting an hour and a half in an unbelievable line, one free cookie was hardly worth it. Would not go back again, as the service was horrendous.

Utter failure today. Do not use if you are trying to surprise someone. Do not use if you wan them there at a particular time. I wanted my cookies delivered at noon to surprise my son for his birthday. They did not have a driver and they never called me. When I finally spoke with someone in the call center, they told me the earliest they could deliver the cookies was 6 pm. They finally just cancelled the order and claimed I will receive my refund in 3-5 days. I will be checking. Read the other reviews before doing business with Insomnia. I wish I had.

I placed my order and waited almost two hours, finally called the phone number to check on it only to find its a call center and not the actual location number. I had wanted to cancel but they said it had been assigned to a driver about half an hour before so I decided to wait. Its now been another hour and no sign. Glad I picked to pay in cash so at least Im not losing money. Dont waste your time ordering from this location.

Horrible experience and the delivery person was extremely rude. I ordered for someone in the hospital. They never received their cookies

Great service from Teniya and Laura!!!!

We ordered 50 cookies from the Charlottesville location for a corporate event to be delivered at a specific time. When we finally got the cookies they were almost 40 minutes late! To make matters worse, the customer service representative we called to try to *track down our own delivery* mumbled unintelligably which delayed matters further. I do not blame the workers, I blame the company, whose *business model* is timely delivery.

Whenever Im near the UVA campus, its hard to resist stopping by Insomnia. Im a sugar fiend, and their cookies always seem to curb my craving better than almost any other dessert. Theyve always been warm and scrumptious, especially the Smores, which is my personal favorite. Theyve got lots of different flavors to try out, including some seasonal ones that rotate every few months. The ice cream is pretty great, too, and you can make your own cookie sandwich if you want something more substantial. Like most specialty dessert shops, it is a bit pricey, and its strange that they dont offer free water, but its hard to deny such a melty, mouthwatering cookie.

Cookies are delicious!!!!! Soft and warm!! Just wish they had more variety. Also maybe should have been expected..but I had to pay 2 dollars to park behind the building..after tasting the cookie though it was worth it !!! Cookie was just shy of 2 dollars..for basic chocolate chip. Not surprising though!!

Best cookies ever! Warm, gooey, and loaded with flavor. They do have a $3 minimum to support their business but who would be happy with just one cookie anyways? Awesome late night spot.

Fresh warm cookies are so delicious! Ice cream on those fresh warm cookies makes them even better!

Our experience in store was fine. Before we left we placed an order via the app to have cookies delivered to a friend. For the next hour and a half the tracker status never moved beyond “baking”. We called 4 times, each time connected to a call center rather than the actual location (but the call center will call them for you). Each time we were told something different. The first time we were told that the time for delivery was entered wrong but that they would updated to ASAP. The second and third times we were told that we were just waiting on a delivery driver to return. The fourth time we were told a large order had come in and it would be another hour and a half. At this point we were 3.5 hours past ordering and 2 hours past the approximate delivery time and went ahead and canceled the order. We were sent coupons for free cookies with a purchase of more cookies 🙇🏻‍♂️.

Never order online. I have placed many. Every one of them was hours late or never arrive. Buying from the storefront is fine, but do not plan to receive anything if you order online.

I placed an order through the app. Waited two hours. The order did not arrive. Canceled the order after two hours because the wait they told me I would need to be another hour before it arrived. This being said, I live a mile away from the restaurant. This was the worst service I have ever experienced. Highly do no recommend. They also will not tell you how long it will take to come, so I called in three times and each time they said it would be coming immediatly and after the two hour mark, they said it would take another hour. Just absolutely ridiculous. It was an expensive order as well. Very unhappy customer and super disappointed for the amount the order was for as well. I will not be ordering from here again.

Great, fresh cookies. In and out quickly.

The cookies are delicious but dont order for delivery at night during finals week.I waited over an hour for my cookies to be delivered and when I called them they told me that it turns out that the store never started my order and that the store had a lot of orders in front of mine. And then they asked if I wanted a refund instead of maybe offering free cookies. I ordered cookies at 12am. This call took place at 1:10am. I dont think that there were so many orders that for over an HOUR they didnt even bother to START my order. And when they realized that my order never even started, they shouldve bumped my order to the front of the line and shouldve offered to do that and offered a free cookie or something for their mistake. Im incredibly annoyed right now because I am staying up longer than I thought I would because I was waiting for cookies that never came.And ALSO I had called at 12:40am about why my order isnt progressing. And at THAT POINT they shouldve realized that my order was never started and started it. Instead they said that theyll add a note to my order to be delivered ASAP. I already had it at to be delivered ASAP when I made the order!!!Idk. Service should be a little better but I get it. Its late at night. Id be tired of customers too.

Easily the best cookie I have ever had!

Delicious cookies. Terrible delivery service. Our cookies arrived 37 minutes after the expected delivery time with no call or notice that they were going to be late. So not worth the hassle.

The peanut butter were perfect... Just a bit gooey in the middle...

The wait is super ridiculous! I put in an order 2hrs ago.. cookies are good but don’t do delivery with them.

They keep the cookies always warm so that the centers or the chocolate chips will melt in your mouth no matter when you come in! It’s a little tight inside because the footprint isn’t huge, but there is a small bar/counter.

The cookies were not fresh at all and were very hard.

Unbelievably BAD customer service in Charlottesville, VA. Ordered 2 dozen cookies for my coworkers. Paid $40 for delivery at 10am. The cookies never arrived. After searching for a phone # to contact the store I finally got ahold of a call center. The person answering the phone said very casually, sorry, the driver must have called in today.... OK... was anybody going to call me to let me know that nobody was going to be delivering the cookies I ordered and paid for?!? The girl said, the best I can do is refund your order. You will see the refund in 4-5 business days.... So I asked for a confirmation # or even an email confirming that I would be getting a refund. The person says, Sorry, we dont have that capability... ARE YOU SERIOUS? WHAT KIND OF BUSINESS ARE YOU RUNNING? You had no problem taking my money and had no intention of giving me a call. HORRIBLE experience, way to celebrate with my coworkers.

I had a bad experience with Insomnia Cookies. I ordered them to be delievered to my husband’s work (correct address) with a special box and a note for a surprise. I put his correct phone number and everything and waited. Over an hour later, the “cookie tractor” said still baking. I was annoyed by this given that it says clearly on the website it’s typically 30-45 minutes until cookies are delivered and my order hadn’t even moved past baking. The lady on the phone was less than polite and informed me that my order would arrive shortly because it had indeed been sent out for delivery. Okay, I thought... this will be fine.So I waited.Three hours later my husband hadn’t heard from anyone and asked me what was going on when he suddenly got a voicemail around 5PM (I placed the order at 1PM) about the cookies.They then told him on the voicemail the address was undeliverable even though it was correct and very obvious and I had to call them again to give them the address to the HQ because they don’t deliver to my house and didn’t offer any other options.Annoyed, I then called HQ to discover nobody would be there to receive the package and that’s when I found out that in the 20 minutes I’d spent talking to my husband and calling his other work location, they still hadn’t even sent my package out for delivery anyway. I called back and decided I guess I would just go pick them up myself.So I drove all the way downtown to get the package that was supposed to be a surprise that now my husband clearly knew about AND it wasn’t in the gift box I paid for, there was no note that was clearly on my receipt that I had typed for him and I still paid the delivery charge. Even worse, the guy tried to charge me again even though the receipt clearly said “PAID” so I had to tell him that in fact I had the receipt.Only gets two stars for the pretty decent cookies, but Tiff Treats is better.I would never ever go to Insomnia Cookies or have them deliver ever again! Tried to do something nice and it made my day a nightmare!

Placed an order that was suppose to be a surprise for someone having a horrible. That was at 1:30 today. I had the order set for 3:00pm so that gave them enough time to create an order that only consisted of 6 cookies.... NOPE! I then cancelled the order at 3:30 becaus basically the surprise was ruined. The lady on the phone was very nice and understanding and cancelled my order. I then received a phone call from the delivery guy saying the cookies were there. I told him I canceled the order I made and he continued to tell me the order was pre ordered for 3:00... I know this, I placed the order. It is now 3:40 and the cookies and your service are no longer needed. Although their cookies are always so amazing their delivery service sucks.. considering the fact that they are 3 minutes from the destination of the order.

Cookies were nice and pretty big. I didnt eat my cookie at night but will someday.

I got the smallest cookie-ice cream sandwich. I am a big guy with a big tummy. I absolutely could NOT finish it. This placeis nirvana for cookie monsters.

Warning, dont trust this company with your business! Ordered yesterday for delivery before my sons classes today. On the app it says delivered, but thats not the case. Someone from the store did leave him a voice mail while he was in class. When I called this number, the employee was rude and actually hung up on me! I called back and they hung up again. Cant reach local store as I have given up after waiting as long as 30 minutes on hold 4 times today. I know this is a busy day, but dont take the order if you cant fill it. Just wanted to do something nice for our son 1000 miles from home and they ruined the day.

They do not accept cash, and the cookies are undercooked

Wonderful cookies. These are a great treat to send to your student at UVA at anytime.

Umm umm good.

They are the best cookies i have ever tasted. They are warm and they just melt in your mouth. They also do deliveries.

Great cookies!!!! And they are open till 3 AM

Lowkey kind of gross. The first bite tastes good, but you can only eat one or maybe two before feeling a little queasy. They are open until 3am, so if youre really in a bind and quite drunk maybe you wont notice. Honestly, though, if you are that drunk then just go to the White Spot and order the thing with the donuts and ice cream.

I ordered cookies for my girlfriends birthday and I️ sat waiting for over an hour and no delivery, I️ live less than a quarter mile from the store! I ordered 6 normal cookies nothing special, I live less than a quarter mile from the location... if I would’ve known it was going to take that long then I would’ve just walked and picked up my cookies. There was no notification whatsoever on wait time and when I finally called the store I waited for the customer service phone line for over 10 minutes and no answer so I hung up and called to “place an order” to get on the phone with someone. I waited another 10 minutes before the phone was answered and the only thing the employee could tell me was that “the store is backed up tonight” with an attitude. I am very upset with my experience with this store and all my girlfriend wanted is some damned overpriced cookies, and now she’s upset on her birthday. I will never use this insomnia cookies location again.

The best

Best peanut butter cookie ever!

Amazing cookies. Must try.

The cookies are good but the lady keeps talking about her life and keeps asking about your life 😃

Best cookies hands down

Pricey when ordering in quantity, but cookie selection is good and the service is quick.

Great service, traditional cookies and great tasting

1H42M delivery when estimated time was 55M. The cookies had lost all heat and were not worth the money whatsoever by the time I received them. I would never order from here again and suggest you do the same.

So so spot. Dont make a special trip here.

Whats better than a warm, fresh baked cookie covered in ice cream? Having that at one in the morning after a night out.

I wish you have vegan cookies:(

Ordered cookies for pick up, changed our mind to have them delivered, had to call their contact center and cancel the original order and make a new order just so they could get a $2 delivery fee, it cost them more for the 15 min call to change the order than the $2 delivery fee. I had walked in the store to change the delivery mode and they made me call the contact center. Bad process! Then I ended up picking up the cookies when they did not show up, they refunded the $2, all their profit from one sale lost due to bad process

Probably wont last until the next semester!

Waited an hour and a half for the cookies in a place 5 minutes from the store. They hadnt even started making them yet.

Absolutely horrible! The delivery is pathetic

Great cookies plus they deliver

Good cookie place, especially for midnight!