1) if they are going to have a policy of upcharging, they need to communicate this on the sign for every product they will upcharge for. They need to make a separate "deluxe bigwich" item or indicate IN PRINT that an upcharge will be assessed for ordering deluxe cookies on a sandwich.
3) their store management needs to be SERIOUSLY evaluated if this is the way managers are speaking to customers. I was appalled and I was shaking as I was being yelled at by an employee of the store. This is never an acceptable way to treat anyone, much less a customer.
She was extremely rude, aggressive, and demeaning to me when I asked for clarification and pointed out how I was charged incorrectly. Finally, another customer -- a complete stranger -- had to step in to tell her to stop being rude and that she was going to make a complaint. I have never been treated that way by anyone: server, cashier, or manager. What kind of manager yells at the customers, EVER? The cashier tried to offer me a refund, but I refused it because I didn't want him to get yelled at by his manager later and because the manager had caused a huge scene that held up the line.
The sign had pricing for a cookiewich, a deluxe cookiewich, and a bigwich. The cookiewich uses traditional cookies and ice cream, a deluxe cookiewich uses ice cream and deluxe cookies with the price reflecting a $3 upcharge, and the bigwich uses icing did not have separate pricing based on the type of cookie. Seeing this, I asked the cashier if I could use a deluxe cookie on my bigwich. He agreed, and charged me for a deluxe cookiewich ($8) instead and prepared a bigwich for me. I was not offered a reciept, but I caught a glance of the store's reciept printing and saw that was what he did. When I got back in line to ask him, the manager very rudely told me that because I ordered deluxe cookies on my bigwich, they were going to charge me for the deluxe cookiewich instead of the bigwich, even though the signage did not reflect a difference in price for this product and I was not informed at the time of the transaction.
We ordered these cookies at work for delivery with an estimated delivery wait of 30-45 minutes. The cookies arrived in about 15 minutes and were extremely warm and amazing. Love this place.
The environment is open and minimalist. The location is convenient and they stay open until 3am! So you can satisfy your cookie craving late at night (they also deliver)!
2) if they don't communicate this on the sign, stores don't get to invent their own policy of charging the customer for a completely different item, and blaming the customer by telling them "you didn't read it right. That's not my problem, that's your problem" when customers take the sign at face value
Their cookies are always served fresh--so their always gooey, warm, and delicious! They offer a variety of cookies and ice cream.
I got yelled at by Ashley, the store manager, on 9/18/2017 at about 12:30 AM when I asked why I was charged for a different item than the one I ordered. She told me "you read the sign wrong. That's not my problem, that's your problem" and told the cashier I was speaking with "you did the right thing. She's wrong" in front of me.
Good cookies but expensive. A good stop for special occasions.
Corporate needs to be aware that
One hour and 20 dollars later, just for the order to be incorrect. When I asked the delivery driver where the rest of the order was he told me to just go to the store because he had other deliveries to make. I'm confused, what about this is supposed to be convenient again?
Insomnia Cookies is a US Bakery based in Muncie, Indiana. Insomnia Cookies is located at 1622 W University Ave, Muncie, IN 47303, USA.
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