Newest Review: ... I can't remember the exact price of the cookies at the moment and it doesn't seem to be available online, but I've never felt like the... more
Millie's Cookies - Millie seems like a bit of a b*tch.
Member Name: QueenM
I don't tend to write reviews on stores and have actually taken a break from review writing recently but my recent experience with Millie's Cookies has left me reeling and I'd like to share it with the public. I will however be reviewing their products too, as I do feel like they should be praised where they deserve it, but that will be very short lived.
I've often stopped at Millie's Cookies for a quick sweet treat during a shopping trip as our Millie's Cookies is based in one of our local shopping centres. The counter always has a queue and the staff are usually alright at whittling it down pretty quickly. When you approach the counter you'll instantly smell the freshly baked goods and notice dozens and dozens of cookies spread out across the counter. The right hand side of our counter also has dozen or so ice cream flavours, but I've never had any of these so I can't comment on those.
Millie's offers regular sized cookies, mini cookies, cookie pops, cookie cakes, muffins and most recently, cookie cupcakes. The cookie cupcakes aren't cookie flavoured cupcakes, but cookies baked in a cupcake liner and topped with a swirl of frosting.
As I mentioned before, I've often stopped there for a bite to eat so I have tried a fair few of their cookies. My favourites being the plain milk chocolate cookie and the raspberry & white chocolate cookie. Millie's always have the perfect cookies in my opinion, they are slightly chewy round the edges and soft in the middle - exactly how I like my cookies! They never skimp on the chocolate/fruit chunks and the prices aren't too bad either. I can't remember the exact price of the cookies at the moment and it doesn't seem to be available online, but I've never felt like they were charging more than they should and I believe they're around the £1 mark per cookie. The cookie cakes are available to order starting at £13.79 and you can get yourself a treatbox of 12 cookies for £5.99 (or 24 for £9.99).
My problem started with the cookie cupcakes. Recently added to their line of baked goods, the cookie cupcakes have been a huge hit and sell for £1.25 each. Millie's Cookies have always been known to have their nutritional information on their website, so when my mum and I spotted the little cookie cupcakes we decided to get one each for a treat and find out the damage when we got home.
Sure enough, they were delicious, albeit a little too sweet because of the frosting. We both got the milk chocolate chip with vanilla frosting and enjoyed every bite before heading online to find the nutritional information. I'm currently trying to shift a few pounds before my upcoming holiday and my mum has always battled with her weight, so we like to keep an eye on what we're consuming without having to cut out every single treat forevermore.
After finding the calorie count of every other item on the website, I came to the conclusion that the cookie cupcakes were too new of a product for the website to have been updated, so I searched for the store phone number to see if an employee would have that information on hand.
After being put on hold for 5 minutes (before actually getting to talk to anyone), a very rude, abrupt man answered the phone. After asking him for the nutritional information he told me they weren't suitable for lactose intolerant people. I clarified my needs of looking for the calorie count and fat/sugar content if it was available, before being cut off and told that if I was on a diet I shouldn't be eating their products anyway. I reminded him that I just like to be aware of what I'm putting into my body and that was no way to talk to a customer, and again was cut off before finishing what I was saying. This time he chimed in with "well either way, I can't give you that information, so just go to the gym for a bit longer and deal with it." Clearly a very pleasant man.
I decided to give him the benefit of the doubt, he'd maybe had a bad day and although he shouldn't have been rude to me, I work in customer service and know easy it can be to say something snippy to a customer without realising what you've said until you've said it. I then emailed the company, explaining that the store couldn't give me the nutritional information (leaving out the details of our conversation) and asking if they could give it to me instead.
A week later, I'd heard nothing back.
I emailed again, this time quite pissed off as not only had I been spoken to like dirt by an employee, but I'd now been completely ignored by head office. At this point it wasn't even the lack of nutritional information that bugged me (I went on to lose 2.2lbs that week anyway so they couldn't have been too bad), it was the customer service. I was asking a genuine question about the content of their product and had heard nothing back.
My second email was again, ignored.
I was always a lover of Millie's Cookies, but having dealt with nothing but useless monkeys recently, I think I'll stick to baking my own. At least the nutritional information would be available to me that way. If they couldn't provide the information to me, all they simply had to do was explain that in an email. Not ignore me and then ignore my complaint.
I realise this is probably quite a petty thing to be so irritated over, and maybe he's right, maybe I should go to the gym a little more or eat a few less treats, but as far as I'm concerned no customer should ever be spoken to that way and I will not be buying from their counter again. I feel very strongly about good customer service and Millie's Cookies have shown poor customer service right across the board with no attempts to correct it.
Dooyoo does state at the top of any retail reviews that the company may read the review, so this might be the way I get a response, however going by my past experiences, I very much doubt that...
As I previously mentioned, the cookies are delicious for a nice little treat, but that's all this company seems to be good at. Fortunately for them, all some people care about is the product, but unfortunately there are also customers like me who value manners and respect, and they've just lost that custom.
If I was reviewing on the product alone, I'd give the company 5 stars.
If I was reviewing on the customer service alone, I'd give the company 0 stars.
Today I'll rate them 2 stars as the bad customer service completely outweighs the quality of the product - this isn't the only place in the city I can get something nice to eat, so I won't be missing much.
Thanks for reading!