I love visiting my local Cookies store. I love the the staff and family atmosphere. Especially Samantha she is driven, friendly and showed a lot of product knowledge, customer service and a loving attitude. Keep up the amazing work. I love y’all.-Nicholas Familia ❤️

Their cookies are pretty amazing and the service is one of a kind. They have a great selection and the service is one of kind.

The cookies were sooooooo good, the classic chocolate chunk cookies were oh so ooey gooey and soft. If your looking for a sweet treat at night, then this is the place for you.

Quick delivery of delicious warm cookies with great ice cream. We were not stoned. A wonderful product and super service. Order taker helped us in every way possible. Treat yourself — you’ll be happy happy happy!

Amber was very helpful and so was Josie and Cayla they were all amazing🤙🏾

The ambience was extravagant. Best dispensary in all of the east coast. America

Love them. Makes me feel like a little kid eating cookies n milk

It was great up until the guy at the register tried to get our ice cream. It took a bit because the ice cream was rock solid but thats not the issue here. The issue is that the guy serving us (he said his name was Will) was struggling and none of his fellow staff in the back helped him. There was maybe 5 people in the back, 2 of which who looked like they were readying deliveries. As for the other 3 one was sitting eating a sandwich, one was loudly swearing loud enough for me to hear their conversation at the front, and one girl standing against the wall seemingly doing nothing? While Will was struggling with struggling with my Icecream, multiple staff walked through and saw the other customers standing there waiting to be helped. They ended up leaving because of not receiving any service. Someone give Will a raise or something, dude was literally the hardest working one there.

Andrew helped me in my first time here it was an amazing experience

William abs Jess we’re amazing. First time coming to cookies. Very Hype!!!

Cookies where good but the poor girl tonight was running the place by herself while other workers sat in the back and did nothing and the line kept getting longer and longer... she kept asking them for help and they refused and I felt so bad for her... she needs a raise and the guys in the back need to be gone

Cayla was awesome! She helped me find everything I wanted! 10/10

Staff at Cookies Worcester are friendly and welcoming! Great visit.

Cookies are delicious!!! Even too delicious!! One needs some good self control going in there. I went once and I probably will go again after a few months though. Its easy to overindulge in there.

The best fresh baked cookies in worcester county.

Very organized and welcoming, I will be here often!

Missing a huge part of my order and I called the store TWICE and they said they were on their way and NEVER called And NEVER showed up with my order they forgot. Called to get a Refund and they’re Denying too and when I called again I was placed on hold for 30 mins. No service. I just want my money back for the stuff I NEVER GOT.

This location needs updating and a tidy upGluten free dairy free cookies are 5*

The Worcester, MA location needs to learn the official menu names of their cookies. I sent my husband a list with menu item names and the person gave him totally wrong cookies based on what they thought I was describing. I was really looking forward to them (because theyre delicious) and was severely disappointed when I opened the box. This location is over a half an hour from where we live, so its a once and a while treat when were in that area of the city. Dont know when well be able to go again, and Im stuck with cookies I really didnt want.

Fun! Warm amazing cookies. We appreciated the Teacher Appreciation goodies as well!

The best what can I say?

Yummy cookies and ice cream sandwiches

Ty was amazing!!! Great service and attitude. Cookies here are always the best!

Ordered at 1215am. No one called me for updates, I had to call a generic number 3 times. Tracking gave no updates. Was told 2 times the cookies were on their way. At 245am I called again (for the 3rd time) and was told the delivery person went home. Never got cookies, had to ask for a refund after all that. Their motto is warm, delicious, delivered. My experience? Warm? After 2.5 hours I think not. Delicious? I wouldnt know. Delievered? Never happened.

I had 1 order at a set time I get to the store and its not ready, no big deal so I wait over 15 minutes still nothing, so I left. They are usually good with the orders just not this time.

No parking. Cookies are good but parking suckssss

I placed a $50 order and received less than half of it. I called the store to try to resolve the issue because I was about to go to sleep and I wasnt going to wait another 2 hours for them to deliver the rest of my order. The girl on the phone ASSURED me that I would be refunded. I went to sleep and woke up to a 3am text from insomnia saying that the rest of my order had been delivered. When I checked, there was nothing there. I did not receive my cookies or my refund. Will not order from here again, would not recommend anyone to order delivery from here.

Waited well over 2 hours for delivery and when called the store, was put on hold to speak with manager who never came on the phone. Awful customer service! Would not recommend to anyone

Ordered twice recently. Cookies are good and arrived warm but delivery time was terrible. Once it said 45 minutes when I ordered and ended up being almost 3 hours, the second time it was 1.5 hours late and I ordered early (because of my previous experience) for a scheduled delivery at 8pm, they didnt arrive until approximately 9:30. Its a great concept but the accuracy of the delivery times need work.

Wrong cookies in order after waiting 2hrs and 30 minutes, call to make a complaint first said would only refund the one cookie missing and when I questioned about the other cookies in the order the manager hung up on me.... Horrible service, and we loved them until now... Dont recommend...

The staff was friendly and the cookies are worth the 30minute drive I took to get there!

The cookies are great but the service is awful. There was one person waiting on people and serving allof the cookies while other employees stood in the doorway eating - not sure how sanitary that is as they also appeared to be packing delivery orders. The cookies were delicious, though they were out of my first three choices. The line was out the door the entire time we were there - more employees with better practices would make this a great place.

Customer service is amazing! So nice! Good deals! Patiently waiting while we selected cookies!

Currently on hold trying to get a refund and cancel my order because after 2 hours of no updates and being hung up on 3 times to see what’s going on NOTHING. Never ordering here again. Now I have to be on hold to get my mf money back. Straight trash

Just some good delicious cookies

Cookies are good but dont use grubhub it will take hours.

I live FIVE MINUTES AWAY from the Worcester location. Husband and I didn’t want to go through Kelley Square so we had it delivered. Over an hour and a half later, and then 20 minutes on hold on the phone, we got our order cancelled. This is NOT the first time we have had to do this. They’re cookies are delicious. Their customer service and delivery service is a JOKE.

The cookies themselves are all very good, but I wouldnt say a 5/5. Delivery service to local colleges is where they really shine since you wont be able to find a better cookie late at night.

Cookies were great service was awful! Ordered online for pick up they had over 30 mins to prepare it but when I got there I waited 25 minutes. Only one staff member was doing any work there were at least 3 other staff fooling around and talking watching me wait to be helped. The cookies were good but I wont be going back

Delivered warm cookies and milk in the middle of snow weather. Everything was perfect. Love this place

Person who waited on us was very patient. We ordered a box of 24. Delicious cookies, helpful staff.

Bad customer service, one kid up front serving while there where 7 in the back just chatting doing absolutely nothing. Waited forever and just not worth it cookies are ok ice cream was basic and my sandwich barely had any so that’s that. Avoid!!!

This place is actually terrible. The cookies are actually taste just fine but the whole process is not worth it at all. My friends and I have sworn to never order from here again at least 3 times. We cave because of the midnight munchies and regret it literally every time. The cookies take at least two hours to arrive and when they finally get here theyre cold and all stuck together from being thrown into a box directly out of the oven while theyre soft and molten. Cue to tonight. Monday night 6:50PM decided to risk it all once again as it was surely a reasonable time to call during a week day. Received a text alerting that something sweet is heading your way...in 55-65mins...at 8:23PM!! So an hour+ after ordering Im expected to wait an additional hour+?! Im 31 and Im in bed by 9:00PM so I called to cancel my order and am sooo disappointed and so dissatisfied. Vowing to never again...again. Please save yourselves the emotional rollercoaster that is ordering from here. Youll be stoked when you order, then youll hang around and forget you even ordered then remember and get kinda excited and then hungry because its been an hour then youre excited and slightly frustrated you got that on our way! Text after an hour or so and then collosal disappointment when you receive your cold cookie clumps at 10:57PM. I know theyre insomnia cookies but theyre open at 11am and some of us just want a sweet treat at a reasonable time.

It’s like flipping a coin if you’re cookies are gonna come out burnt or perfect when they deliver them. Spent 44$ for some burnt cookies to be delivered disrespectful 🤣

Insomnia themselves are fine, but careful of parking in lot across the street owned by Kelley Square Liquors. Predatory business looking to tow your car.

Dont bother with delivery, have ordered a few times and only had them on time once. Every other time has taken at least 2 hours. Also you cant call the store itself either?? The number goes to someone who contacts the store. Pretty sure the store lied too, because they said they were on the way on what should be a 20min drive max and its been over an hour.

Cookies are delicious, drivers are always friendly. But delivery takes anywhere between 1 and 3 hours. No reason for delay, no heads up, no call, no email. Just stuck in limbo waiting and hoping your order eventually shows up. Not sure what the issue is but every single order takes hours.

This is hands down one of the worst experiences Ive ever had with a food delivery company. Weve tried multiple times spanning years since theyve opened, and each time we had to call HOURS after delivery was due to be told they were backed up and we might get the cookies by 2am. We went as far as chalking it up to a new business buckling under high demand, but they have continued to fail with delivering at any reasonable time. Dont stress yourself. Cookies are alright.

We placed an order directly on the Insomnia Cookies site and waited hours and no one came. They charged our credit card and when we tried to track it says baking and never updates. Then we tried to call them and we were left on hold and no one picks up and you are out your money. Absolutely will never order from them again. Their cookies are delicious but i work too hard for my money to throw it away on terrible service.

Best cookies around !!!

The cookies are good but the delivery experience is usually pretty terrible. Don’t be surprised if you have to wait 2-3 hours after you order for them to arrive.

I think the cookies are over priced and they delivered me the wrong ice cream. Id say go somewhere else for cookies and ice cream. Will not visit in the future.

Ordered 4 ice cream sandwiches for delivery. Thought it was odd that they would offer ice cream products to be delivered but assumed the delivery would be timely to prevent it from melting. Well, $47 and THREE HOURS LATER we got them.. completely melted and the cookies were cold. We live less than 3 miles away..The business shouldn’t pride themselves on cookie delivery if they can’t get it together. Wouldn’t recommend.

The insomnia cookies in Worcester was good at one time, like 3 months ago I would have haven them 5 stars and that changed, I know someone who quit once the new manager started. When I order it’s always such a long wait, unprofessional staff and service, product has been lacking quality.

Took 2 hours and 45 minutes to get my food. Had to call 3 times for updates. Tracking didnt work at all. Very frustrating.

Love the cookies their amazing, but I had order 30 min ahead of time still had to wait 10 min in a long line to get my order I pre ordered online ... just get it delivered....

I have ordered here for a total of 5 times. Not just once mind you. The cookies are great however 5 out of 5 times it took them over 3.5 hours to deliver the cookies. By the time I receive them theyre cold and hard. If you go there in person theyre great however do NOT get delivery. I even went as far as pre ordering the cookies 7 hours in advance thinking they would show up on time.....nope 3.5 hours. Like clock work. Dont even attempt to call either. As Im in the middle of writing this review Ive been on hold for 45 minutes and have yet to speak to someone about my order. This is the last time I will ever order from here again and will make sure no one else that I know will have to go through what I always go through.

At first I was going to leave a neutral review because the tracker is slow on updating and delivery was a lil slow and a few cookies werent with my delivery. However, I am giving four stars because 1. I did get my order in about the same frame as my grubhub around here 2. The customer service i received. Looking at other reviews i was worried i wouldnt reach anyone by phone so i tried Facebook and boom i was able to reach someone via Facebook messenger. Her name is Summer. Summer responded to all of my concerns (there were multiple messages during different times) and she was really professional and was able to make things right for both parties. Honestly, I would go back again because of customer service experience their cookies are lovely and always have been.

Kind of annoyed that I ordered at 10:30pm and it’s now almost 12:30am no sign of order! At this point I’m over it! It’s a great concept but the delivery is always so long! They need to figure out the delivery process better! More drivers or something (or atleast free delivery)

Have to say I went here a total of 3 times. First 2 times were fine and no issues. Last time (4/17/2020) I went I had ordered online to pick up an order. I prepaid. I am very disappointed with how I was treated. The server was rude to me since she said there were no preorders with my name or charge. But I saw my charge already on my card taken out of my bank account. I informed her of this and even proved it by showing my mobile banking app transaction history. She was dismissive and made me pay again, not even trying to see what may be up or offer a refund prior to charging me a duplicate time (again money was already taken out of my account). I am now having to work with my bank and submit a claim to get my money back because this lady was super unprofessional charging me twice and not even attempting to help me. It isnt like I was scamming her. I had proof of payment charged of the exact same amount on the same day she was saying I need to pay again for. Very disappointing. Get your online ordering app fixed.

My cookies showed up in 10 mins and they gave me extra. Delicious too!

First time I ordered it took over three hours to get our delivery. I gave them the benefit of the doubt because although the cookies were cold they were very good. I ordered from them again and it took two hours this time. I was on hold for 20 minutes before I got someone. Unfortunately I am giving up from ordering from here. I wish they could figure out how to do delivery... maybe they would be worth it for pick up orders.

Great cookies

A little on the expensive side, but for a big warm cookie fresh out of the oven? Its worth it as an occasional while-Im-out treat. They have a rewards program and a decent delivery radius.

Actually ordered as a midnight snack. Delivery driver was nice, cookies and milk are amazing. I’d give four stars if it wasn’t their first week because the deliver took almost two hours but demand is super high right now so I understand. I will definitely be a regular customer.

Great cookies !!!! 😂😏

Good cookies. A bit pricey but open late 1am

They take forever to deliver. My last few orders have always taken way over an hour although delivery time estimates are usually 45 mins to an hour. Tonight it took them 2+ hours!!

They took nearly two hours to deliver cookies that were then cold. Made it a little sweeter by giving us extra free cold cookies. The cookies themselves were decent but not worth the price. Very disappointed since this place had been hyped up to me by friends and family.

Little to no lines when I arrived for a midnight snack. Service was quick and helpful. Ordered mint cookie and two cookie wiches (ice cream) and all turned out great. Would recommend.Parking could be a hassle if if get busy though.

Ive had Insomnia Cookies at a couple of their other locations before, and this one is certainly just as good as the others. The cookies are always deliciously warm, often times fresh out of the oven. Honestly some of the best cookies Ive had anywhere. Some people argue that theyre overpriced, but for how great the cookies are, Im more than willing to pay a little extra for something good. Delivery is also a nice touch, Ive seen them show up in less than 45 minutes before. Definitely give it a try.

Hot delicious huge abit overpriced

Sarah Silverman is my cookie idol! Friendly lady, lovely staff, amazing atmosphere. My to go to no questions asked! Alex kills it with the customers up front, always a pleasure going in to see these guys!

This place is the bomb. Where else can you get a hot fresh cookie at 11PM? Here, thats where! The lines can be long, but dont worry. They are constantly cooking these pillows of sugary delight all night. I highly suggest the cookie sandwich with the icing...omg. Wear that melted chocolate from your lip like a status symbol!

Have visited this location twice. First time placed an online order. Waited in line and when we got to the counter we were told they were out of one of the cookies we ordered. While other people in line kept ordering the same one and walking out with them. They gave us half the order and tried to move us along. So I took out the receipt and showed them what we ordered. After another half hour we left with our entire order.Second visit I was given my three items but no box. Which would have been fun considering I had drinks to carry as well. The person at the counter seemed either asleep or just a little spaced out.Overall the cookies are very delicious but the customer service is a little lacking.

Delicious cookies there snickerdoodle cookies are the bomb 100% recommend going there if want some cookies

Ordered delivery, requested contactless delivery. Driver showed up after an hour and a half, texted once, I missed the text for 5 minutes, driver left without just leaving the order. Called several times, kept being told “it’s out for delivery” and never showed after 4 hours. Terrible delivery service

How can you not love yhis place?!

Not great service... The cookies are very basic tasting, but priced high. These could easily be baked at home.

I really don’t understand the hype. They sell the most basic cookies ever - there is nothing special about them. It is cool that they are open late / offer delivery, but be prepared to wait some time for your order if it is busy.

I love this place. Cookies and Icecream 🍦

Yummy cookies, friendly staff and good portions! Only complaint would be the prices seem a little on the higher side (not to the point that would keep me from going back though). Overall a cool, late-night spot.

Ill give them a second star because the cookies are decent, but the service is terrible. When you put an online order in an hour ahead of time and walk in right on time, you shouldnt have to wait for 25 minutes for what you ordered when people who walked in are leaving within minutes for what you ordered. By the time I got my entire order after several mistakes, the ice cream in my sandwich was half melted. I gave them another shot and the service was just as bad and they had run out of vanilla ice cream. You would think they would order enough of the most basic thing you can get. I get that most of the people that come here are on drugs, but maybe employ at least one person who can function so people come back.

Awesome fresh baked cookies, cold milk and ice cream

Ordered at 9pm, its now 11 and no sign of our order. Waste of time and money!

I went there to look at some things and the owner created me excellent also wear a mask they had a mask I give it a 5-star whoevers into this religion and by the way they also sell soap LOL

The cookies and ice cream are amazing, however, the lack of communication from the restaurant when orders are running late and reliability of what the wait time states was disappointing. I had put in an order expecting to wait 55 minutes, however ended up waiting 3 hours.

Ordered cookies at 12:40am. still didnt get delivery by 2am. Looked at email (at least correct) they had wrong info. Called back, promised cookies before close. 3:06am still no cookies! No call to explain. Nothing!

Cookies: Mmmmm!!!! Staff: Always great customer service. Shauns always very helpful.

Trememdous when open

Awesome service cookies are super soft and warm and delicious and so many other adjectives.

WELL WE PUT AN ORDER IN, 38 BUCKS FOR 19 COOKIES, I EXPECTED AT LEAST A 4 INCH WIDE COOKIE FOR 3.50....SMALL COOKIE...not much bigger than a chips ahoy...WOULD NOT BUY AGAIN...KINDA RIPOFF...pepperidge farm way better

Maybe they will have a second chance?

2 hours for 6 cookies from a 15 minute drive away.

I just wanna give a shout out to these guys that work here I ordered some cookies and they ran out of what I wanted and the person who called me was so nice and he compensated me for what they didnt have...I appreciate it especially now with all this craziness going on...my son is super excited lol thanks again guys

Order came in 19 minutes at 11:40 pm. Everything was FRESH AND HOT💯💯🔥🔥

I just want to give everyone a heads up before going to the Worcester location on Water st. that they should never park in the lot directly across the street from the store. I ordered a pre-paid pick up and thought I would be in quick. After standing in line for several minutes behind people who had large orders I finally spoke up and asked about my pick up. They quickly got to putting my order together and in the process I turned around and saw my car hooked to a tow truck. ( I know it’s not insomnia’s fault but I just want to warn everyone.) I ran out and after paying $108 for the tow truck to drop my car I quickly moved spots and grabbed my cookies. They messed up my order (after all the hassle I went through) and honestly the cookies are kind of overpriced and overrated. I just think that the store should create a pick up window or area because the online order is pointless if you still have to wait in line.

You know why! You know why!!

Customer service is horrible. Every time we have ordered it never comes the time we requested. Every time I call to check the order the customer service is rude and has hung up on me before.

3hrs later didnt get 2 i ordered an no warning of out of stock