Insomnia Cookies at 12101 University Boulevard #225, Orlando, Florida.

I placed an online order on May 3, 2018 at 12:55 p.m. The order was to be delivered on May 4, 2018 at 12:00 for my team. At noon, I checked with reception. No cookies. I checked my email and my phone. No emails or messages. I called the number on the Web site. Apparently, this is a call center. The young lady on the phone left me on hold for several minutes while she determined that the store was not delivering. Apparently, they turned off their delivery service for today. She called the store (while I was still on hold) and found out from them that their delivery driver never showed up that day. She told me I needed to go get my cookies and there was nothing she could do. She could not even refund my delivery charge or the tip that was already on my card.

I had a meeting and couldn't get to the store until almost 2:00. When I got there, I asked for a manager. I was told that there was not a manager in the store. Then I explained what happened to the young girl behind the counter. A woman sitting at the table behind me rose from her chair and headed into the back area of the store. The girl behind the counter went to the back and started telling her what happened and asked her what to do. I was shocked as I was told that there was no manager there that day. She shouted an apology from the back of the store. The girl behind the counter then brought my cookie order from the back, laid it on the counter, and that was it. So, I asked what I should expect to do about my delivery charge and tip. She said that she thought it would be returned to me in three to five days. Finally, the manager (who was not there) emerged from the back to apologize in person. She said that the delivery person did not show up that day. I asked why I was never called or emailed and my phone number and email is right on the receipt. She said that she was unaware that there was any order placed. I asked how my order was filled and set in the back room then. She couldn’t tell me. I asked when she found out about the driver not showing up. She said, “in the evening.” I said, "Last evening?" She quickly recanted to state that she found out later in the morning. I restated that I should have been called so that I could have picked up the cookies earlier so that my team could have them earlier. Most of my team had gone home for the weekend by the time I returned with the cookies. After much more complaining, they gave me six additional sugar cookies to take with me.

My company orders these cookies for our afternoon meetings all the time. I was absolutely shocked at the lack of customer service from this location followed by the complete apathy demonstrated by the staff in making things right. After catching the cashier and the manager in several lies that were told right to my face, it make me wonder what type of people this company employs to represent it.