WrestleMania Weekend!! I stumbled upon this place after having cheesesteaks from Pat's. I was welcomed by SHERYL who MADE SURE I got my peanut butter cup deluxe cookie, after trying two other locations and they were out. Sheryl invited me to wait in the Cookie Lab (omg, what?!) while my cookies baked. The cookie lab was a complete surprise, beautifully designed, but what made my visit exceptional was meeting ABBY and HER FAMILY (cookie lab regulars/non-paid supporters). ABBY WAS THE COMPLETE MEET & GREET TEAM all by herself! She gave me the cookie lab run down and made me feel welcomed. What was extra special, she did this for every customer that entered! I also must mention THE MILKSHAKE MASTER, MARK. He talked me right into having a must-have-milkshake! If you like milkshakes this is your spot! I felt like the milkshake MARK made was a signature shake just for me, lol. The service I experienced here was amazing that I returned the next day, round 2! I didn't give this place a 5 because Jeff, the supervisor Lead, demonstrated unprofessional behavior on my second visit. The way he spoke to me, and 5 other customers was straight "street". If it wasn't for the jems, SHERYL, MARK, ABBY AND HER FAMILY, I would have walked out like the other 3 customers did. This location clearly has jewels. Keep shining JEMS... you guys are sweeter than the treats!
NICOLE GIUNTA
Terrible service! 3rd time I didn’t receive an order that I paid for. This time the tracker showed the car in my area then it disappeared and I suddenly got an email refunding me after an hour waiting and no explanation.
Service: 1
Recommended dishes: Cookies
Ashlyn W.
This place was so cool it's like a speakeasy but for cookies and milkshakes. It was a little embarrassing to have the staff at the front counter watch us whisper a secret code word into a bookshelf but we got it to open and then we were able to head into the secret cookie area which was so cool. I loved the decor with the neon lights and the bar at the center everything was just a great experience. The staff was nice too and the milkshakes we ordered were soo good!
Malcolm Council
Gets really busy at night time. But the cookies are always great.
Food: 5
Service: 5
Recommended dishes: Cookies
Andrew P.
Very poor customer service at this location. Why bother having a cool "speakeasy" type of dessert place which you'd think is a hidden gem in South Philly become a place where people don't make your experience fun? Long story short and to Lypheng K's point below, there is a particular manager or lady boss in charge here who needs to get her act together. Poor communication skills run rampant at this location between employees and the shift leads/bosses. We didn't end up with an opportunity to purchase any cookies here because of how we were treated, and I'm sure the manager could care less. Would avoid this place at all costs if you want just a cookie, but also want to experience the speakeasy.
Lypheng K.
If I could give a zero star, I would. This place had probably the worst service I've ever experienced in all my time going. To establishments. I can't even rate the food. However, I've come to know insomnia for almost a decade when it was just starting out and I definitely didn't not receive this type of treatment back then. We went to the cookie lab. It was my first time so I did not really know the protocol and the guy who let us in did not explain anything. All I wanted was a cookie and to see how cold the process was at the cookielab. When it was our turn, it seemed like the manager was not happy that we just wanted a cookie each. She appeared rather irritated that we were in line and instructed her employee to not serve us and told us to go back to the front of the store and order as if we didn't know there was a cookielab there. We complied and went to the front and waited to be served. There were 3 employees including her and they noticed us and did not even try to tell us that they will be right there. They just ignored us the entire time and it only took us leaving did one of them come out. It's rather disappointing to see this type of establishment confirm to this level of poor customer service. I've been in this industry before never have I ever stooped to this level of disgraceful level of customer service in my entire life and I was in college for goodness gracious as a struggling student trying to make ends meet! Do better and you'll actually get that 20% till rather than expect us to give you what you don't deserve.
Cristian Cortez
Frank and stephanie gave me a really good treatment (Deluxe) 100% coming back!!!
Atmosphere: 5
Food: 5
Service: 5
Shawn C.
SO YUMMY the speak easy is so pretty I just wish there was more seating ( the man who made my milkshake was also on ft the whole time with the camera pointed where it was facing us when he wasn't in it very unprofessional) other then that a great experience the cookies are worth the price and priced very fairly the milkshakes however, a bit more pricey.
Tony Starks
The lab was not open and that was the main reason i was there!
Atmosphere: 4
Food: 5
Service: 4
Eden A.
The milkshake was pretty good. The aesthetic of the bar was cool. Service was a little all over the place, the lady at the bar seemed upset that people kept showing up to the cookie bar and kept mumbling profanities.
The 3 employees at the cookie lab left much to be desired. They complained about their bosses the whole time like I couldn't hear them, then said in "sweet voice" your milkshake is ready. Should not have wasted my time or money and went to a mom and pop instead.
Andrew Weiss
Do not sleep on this particular insomnia. The cookies are great but the speakeasy cookie lab is incredibly worth it. I hope they do this more!
Atmosphere: 5
Food: 5
Service: 5
star
Bad middle managers here at this business the employees have to suffer because the manager in charge are terrible at their jobs.
Atmosphere: 3
Food: 3
Service: 3
Roberta H
Avoid this location by any means with the price of these cookies and to not be greeted and all the guy worried about was texting on his phone seem very racist as I was talking too him then as he has my box of cookies in his hand he was talking over it probably spitting I didn’t want it. The GM need to do training to teach the staff how to talk to all customers no matter what they race is or leave this area all together and bring a more friendly business in
Atmosphere: 1
Food: 1
Service: 1
rasheed knight
this store was amazing and the two associates that i just dealt with there were pure amazing!!!! knowledgeable, helpful, and super polite!! the best interaction i’ve had
WrestleMania Weekend!! I stumbled upon this place after having cheesesteaks from Pat's. I was welcomed by SHERYL who MADE SURE I got my peanut butter cup deluxe cookie, after trying two other locations and they were out. Sheryl invited me to wait in the Cookie Lab (omg, what?!) while my cookies baked. The cookie lab was a complete surprise, beautifully designed, but what made my visit exceptional was meeting ABBY and HER FAMILY (cookie lab regulars/non-paid supporters). ABBY WAS THE COMPLETE MEET & GREET TEAM all by herself! She gave me the cookie lab run down and made me feel welcomed. What was extra special, she did this for every customer that entered! I also must mention THE MILKSHAKE MASTER, MARK. He talked me right into having a must-have-milkshake! If you like milkshakes this is your spot! I felt like the milkshake MARK made was a signature shake just for me, lol. The service I experienced here was amazing that I returned the next day, round 2! I didn't give this place a 5 because Jeff, the supervisor Lead, demonstrated unprofessional behavior on my second visit. The way he spoke to me, and 5 other customers was straight "street". If it wasn't for the jems, SHERYL, MARK, ABBY AND HER FAMILY, I would have walked out like the other 3 customers did. This location clearly has jewels. Keep shining JEMS... you guys are sweeter than the treats!
Terrible service! 3rd time I didn’t receive an order that I paid for. This time the tracker showed the car in my area then it disappeared and I suddenly got an email refunding me after an hour waiting and no explanation.
Service: 1
Recommended dishes: Cookies
This place was so cool it's like a speakeasy but for cookies and milkshakes. It was a little embarrassing to have the staff at the front counter watch us whisper a secret code word into a bookshelf but we got it to open and then we were able to head into the secret cookie area which was so cool. I loved the decor with the neon lights and the bar at the center everything was just a great experience. The staff was nice too and the milkshakes we ordered were soo good!
Gets really busy at night time. But the cookies are always great.
Food: 5
Service: 5
Recommended dishes: Cookies
Very poor customer service at this location. Why bother having a cool "speakeasy" type of dessert place which you'd think is a hidden gem in South Philly become a place where people don't make your experience fun? Long story short and to Lypheng K's point below, there is a particular manager or lady boss in charge here who needs to get her act together. Poor communication skills run rampant at this location between employees and the shift leads/bosses. We didn't end up with an opportunity to purchase any cookies here because of how we were treated, and I'm sure the manager could care less. Would avoid this place at all costs if you want just a cookie, but also want to experience the speakeasy.
If I could give a zero star, I would. This place had probably the worst service I've ever experienced in all my time going. To establishments. I can't even rate the food. However, I've come to know insomnia for almost a decade when it was just starting out and I definitely didn't not receive this type of treatment back then. We went to the cookie lab. It was my first time so I did not really know the protocol and the guy who let us in did not explain anything. All I wanted was a cookie and to see how cold the process was at the cookielab. When it was our turn, it seemed like the manager was not happy that we just wanted a cookie each. She appeared rather irritated that we were in line and instructed her employee to not serve us and told us to go back to the front of the store and order as if we didn't know there was a cookielab there. We complied and went to the front and waited to be served. There were 3 employees including her and they noticed us and did not even try to tell us that they will be right there. They just ignored us the entire time and it only took us leaving did one of them come out. It's rather disappointing to see this type of establishment confirm to this level of poor customer service. I've been in this industry before never have I ever stooped to this level of disgraceful level of customer service in my entire life and I was in college for goodness gracious as a struggling student trying to make ends meet! Do better and you'll actually get that 20% till rather than expect us to give you what you don't deserve.
Frank and stephanie gave me a really good treatment (Deluxe) 100% coming back!!!
Atmosphere: 5
Food: 5
Service: 5
SO YUMMY the speak easy is so pretty I just wish there was more seating ( the man who made my milkshake was also on ft the whole time with the camera pointed where it was facing us when he wasn't in it very unprofessional) other then that a great experience the cookies are worth the price and priced very fairly the milkshakes however, a bit more pricey.
The lab was not open and that was the main reason i was there!
Atmosphere: 4
Food: 5
Service: 4
The milkshake was pretty good. The aesthetic of the bar was cool. Service was a little all over the place, the lady at the bar seemed upset that people kept showing up to the cookie bar and kept mumbling profanities.
Restaurantji Recommends
The 3 employees at the cookie lab left much to be desired. They complained about their bosses the whole time like I couldn't hear them, then said in "sweet voice" your milkshake is ready. Should not have wasted my time or money and went to a mom and pop instead.
Do not sleep on this particular insomnia. The cookies are great but the speakeasy cookie lab is incredibly worth it. I hope they do this more!
Atmosphere: 5
Food: 5
Service: 5
Bad middle managers here at this business the employees have to suffer because the manager in charge are terrible at their jobs.
Atmosphere: 3
Food: 3
Service: 3
Avoid this location by any means with the price of these cookies and to not be greeted and all the guy worried about was texting on his phone seem very racist as I was talking too him then as he has my box of cookies in his hand he was talking over it probably spitting I didn’t want it. The GM need to do training to teach the staff how to talk to all customers no matter what they race is or leave this area all together and bring a more friendly business in
Atmosphere: 1
Food: 1
Service: 1
this store was amazing and the two associates that i just dealt with there were pure amazing!!!! knowledgeable, helpful, and super polite!! the best interaction i’ve had