We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Cookie Preferences

Many websites use cookies or similar tools to store information on your browser or device. We use cookies on BBB websites to remember your preferences, improve website performance and enhance user experience, and to recommend content we believe will be most relevant to you. Most cookies collect anonymous information such as how users arrive at and use the website. Some cookies are necessary to allow the website to function properly, but you may choose to not allow other types of cookies below.

Necessary Cookies

What are necessary cookies?
These cookies are necessary for the site to function and cannot be switched off in our systems. They are usually only set in response to actions made by you that amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not work. These cookies do not store any personally identifiable information.

Necessary cookies must always be enabled.

Functional Cookies

What are functional cookies?
These cookies enable the site to provide enhanced functionality and personalization. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, some or all of these services may not function properly.

Performance Cookies

What are performance cookies?
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

Marketing Cookies

What are marketing cookies?
These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant content on other sites. They do not store personal information directly, but are based on uniquely identifying your browser or device. If you do not allow these cookies, you will experience less targeted advertising.
Better Business Bureau®
Resources for Businesses
Better Business Bureau
          Share
          Business Profile

          Cookies

          Insomnia Cookies

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Cookies.

          Complaints

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

          Filter by

          Complaint Status
          Complaint Type

          • Initial Complaint

            09/16/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            On 9/9 I ordered a 6 pack of cookies (and three extra cookies using their 3 for $3 promo) on the Insomnia Cookies app. During the checkout process it made no mention whatsoever of a third party delivering the cookies. The cookies took between 20-30 mins to be delivered, which is the time frame that was estimated. When the cookies arrived, they were delivered to the wrong address (my neighbor’s address). After retrieving them, I noticed it sounded/felt like there were loose items moving around in the box. I broke the seal and upon opening the box found that all of the cookies but two were either smashed to crumbs or completely smushed. I called the storefront and the employee let me know that since I technically lived out of their delivery range DoorDash delivered my cookies. They offered to have my cookies delivered again or a refund. I opted for a refund since I knew DoorDash would deliver them again and I did not trust they would make it to me in one piece. I emailed insomnia cookies customer service to check on the status of my refund since I hadn’t heard anything and they were extremely unhelpful. I got a different rep with each reply and they did not seem to understand the situation and therefore gave me incorrect information. One rep Told me DoorDash would have to refund me. I told that rep I did not order through DoorDash- I ordered on their app. They admitted since I ordered through their app, I was right to contact them. Another told me that they could offer me a 25% refund or a free 6 pack of cookies (which would be the same as redelivery, which I had already refused). When I asked why I couldn’t have a full refund, they told me it was because I had received the cookies. But I had received them in crumbs, so this made no sense to me. I told the rep in my email that I spoke to an employee at the storefront and they offered me a refund and they said the store manager would have to refund me and to wait 2-3 days. I haven’t heard a peep from them.

          Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

          BBB Rating & Accreditation

          D+

          This business is not BBB Accredited

          Search for Accredited
          Businesses in this category

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          948 Baxter Ave

          Louisville, KY 40204

          Visit Website

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.

          BBB Business Profiles may not be reproduced for sales or promotional purposes.

          BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

          When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

          BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

          As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.