Millie's Cookies Opiniões 

Extremely disappointing customer service – Order 001597416

I’m extremely disappointed with Millie’s Cookies and their customer service.

I submitted a complaint through the Millie’s Cookies website on Sunday 16 August 2026 regarding a personalised cookie I ordered for a special celebration. Unfortunately, the cookie was underbaked and inedible, which was particularly disappointing given that it was a personalised order for an important occasion.

I have also tried calling their customer service number, 020 7529 8369, every single day from Monday 17 August to Friday 21 August, at different times throughout the day. Each time, I was left listening to music with no one answering the phone.

For a shop that sells food, I would expect a much quicker response when a customer raises a concern about a food product. An underbaked cookie being sold and intended to be eaten, usually by children, is a serious issue and should not be treated as something that can simply be ignored.

It is now incredibly frustrating that I have had no response whatsoever to my original complaint, despite making repeated attempts to contact Millie’s Cookies.

I would expect much better customer service and, more importantly, a proper response to a food quality concern.

Order number: 001597416

I would really like Millie’s Cookies to respond to my complaint and resolve this matter as soon as possible.

Awful absolutely awful infact beyond awful. Repeatedly delivering to the wrong address delivery drivers lie. Cookies in terrible state if they do arrive. Never havei had such terrible service they never get back to you either

Avoid!! They make thin stale cookies. So badly iced by amateurs who don’t care about the end product very disappointed and embarrassing to give this as a gift. They also have AI replying to their emails, repeating the same questions, not actually paying attention to the topic. CONTACT NUMBER DOES NOT WORK. How convenient. Don’t waste your money

I purchased a birthday cookie for my daughter’s 11th birthday. It was totally inedible I couldn’t even get the pizza cutter through the dough, the icing was all smeared and the cookie misshapen more like an egg shape. I have made numerous phone calls but no answer and your voicemail box is full then you get cut off. I’ve sent a number of emails again no reply and also filled in the online complaint form.
I have never been so disappointed, I spent £28.89 for a fresh cookie but what arrived was a thin misshapen indelible brick!
I want a full refund my daughter was so upset totally ruined her birthday!

BE VERY AWARE if you encounter a problem you are screwed!!
I ordered my son a birthday cookie on the 15th July to be delivered on the 8th of August, I paid extra for saturday delivery to ensure I would get it. Plenty of time you would think?!
Comes to Saturday, DHL dont even bother to deliver it, send me an email saying they couldn't access my property (which is on a main road with own private driveway) call DHL, the lady confirms its sat in there depot? Interesting that, considering delivery driver "apparently" tried to deliver?
Then it comes to trying to contact Millies Cookies, what a losing game that is. I called all day Saturday and all day today, I have sent 3 online requests and numerous emails. Yet I have received only one reply offering me a refund on my postage, I havent even got the cookie cake, by the time it will eventually be delivered it will be over 5 days old. How is that edible! I know I am ranting, but if I treated my customers they way they treat theirs I would have no business, they honestly do not care if there is a problem, so the morale of the story. If you dont mind throwing £40 in the toilet and dont really care if turns up edible then carry on, but if your like me I suggest you dont bother. I will never use online again and I will make sure my friends and family follow suit.

I ordered a giant birthday cookie and a large box of cookies for my son's birthday party. It was almost £50 but never arrived.

The courier company said they were unable to identify the address from the information provided by sender. (All the information on our order was correct).

Despite trying to call Millies and using their online contact form - we've not been able to get in contact with Millies. I have received no email from them to apologise for or explain the failed delivery, or to explain how to get a refund!

I've got no idea how to get my money back.

My son was devastated as the cookie was supposed to be his birthday cake for his 6th birthday.

Seeing what they made at Devon cliffs to home ordering a special cookie for my daughter’s birthday and they completely messed it up. I ordered a double layered chocolate heart cookie…it’s barely one layer! I’m so disappointed. I paid £40 for that! I got ripped off majorly.

Ordered a birthday cookie for my son, paid more than I wanted but thought as it was his 21st it would be fun. Cookie arrived squashed and not at all worth the money. Very sickly and not as nice as a normal cookies. Sent a complaint email with image and basically been ignored. Wish I had of just brought a decent cake for half the money from Asda / Tesco. Don't waste your money on Giant Cookie if its a special occasion as they do n ot care.

If I could rate 0 stars I would! Ordered two weeks in advance to ensure delivery. These were a gift. ZERO contact since I placed this order. Tried to get in contact with them yesterday to see if my order had been dispatched as email stated they would be on 31.07.26. Rung 9 times within the space of 4 hours, NO answer at all. Filled out several contact forms on their website, again no reply. Quick enough to take the money but not interested in replying to their customers when they have an issue. Terrible service and terrible customer service. DO NOT ORDER!!!

Have used Millie’s cookies for years for various birthdays etc. I ordered a giant birthday cookie for delivery, the box clearly stated fragile keep flat however was handed to me by the courier on its side. It was not packaged for delivery it had no additional wrapping to stop it from moving in the box.
The cookie had moved within the box, the icing was flat and one sized had become squished - no long a centre piece for a birthday celebration. I contacted Via the contact form promptly and after providing various pictures, including one from the courier with the package on its side I was offered an e- voucher for a selection of cookies in store. I replied saying this was inadequate seeing I live no where near a store and I had to repurchase for the planned celebration, however they confirmed it was their final offer. £27.99 for said cookie and £5.99 for delivery completely wasted and they could of easily claimed this from the courier. Lazy customer service, will not be using again.

Would not recommend. Ordered a cookie on the 29th July and I still haven’t received it. Have been told by the delivery company to contact Millie’s directly, have tried calling them numerous times and no one answers the phone, I’ve filled out the forms online and no response. Quick enough to take my money and not deliver the goods and then ignore me. Disgusting company. Cookies are great but the company are appalling

Bought a giant cookie for my daughter’s 16th birthday from the Bury store. It was undercooked and almost still raw. Terrible customer service too, my complaint was just ignored.

placed an order for two cookies for an event - one has aririved, no answer to calls, no way to speak to anyone.

Ordered a birthday cookie well in advance to be delivered on the 24th July (Friday) I then got an email on the 24th July to say it wouldn’t arrive until the 27th July. I have been trying to contact Millie’s Cookies to get a refund as the cookie will be stale and missed the birthday I ordered it for, but having no luck, I have rung them 15 times with no answer and have also emailed them. It says they deliver 6 days a week, so worst case the cookie should have arrived on the Saturday being only one day late.

I ordered a personalised giant cookie as a birthday gift, but it arrived in a disappointing condition. The cookie was noticeably flatter than advertised, cracked, and looked as though it had been damaged in transit, making it unsuitable for the occasion it had been purchased for.

I contacted customer services and, to their credit, they apologised for the issue. Unfortunately, that was where the positive experience ended. Despite acknowledging my complaint, no meaningful resolution was offered, and I was left having to repeatedly chase for a response, which I am yet to receive.

When you order a personalised product, you expect it to arrive in a condition that reflects the price paid and the occasion it is intended for. Sadly, that wasn’t my experience.

Based on the quality of the product I received and the way the complaint has been handled, I cannot recommend Millie’s Cookies. The customer service was a real let down.

Bought a cookie for my daughter’s birthday. No care was taken to make it, the writing was all wonky not inline, the piping was shocking, looks nothing like a love heart and was very sparse with the actual cookie itself it was paper thin. The taste of it was even worse taste like plastic, didn’t taste of chocolate at all and was very dry. The amount of money you pay for these is shocking. Robbery I will be getting a refund. My daughter was really looking forward to this

I've ordered many times from in store and online. Last year for a birthday my delivery came late for the birthday but thought this was just a blip as not had any issues before.
This year I ordered two more one week apart, first delivery was fine on the 30th June but the second delivery on the 7th July was thrown into my porch and all smashed up and it was impossible to read the age for the birthday.
I followed the guidance and reported within 24 hours, no response after a few days so I repeated the complaint and yet again nothing!! So today 17 days after delivery I have yet again complained following the correct channels. Customer service and delivery are dreadful!!! £35 per cookie cake for a birthday is not cheap and to add insult my complaints are being ignored, nothing to spam folder either!

Amazing, freshly baked every time & love the milkshakes.

Ordered a cookie to be delivered to my family. Left the order outside on the doorstep without ringing doorbell or letting anyone know it had arrived! Lucky it wasn’t stolen or it didn’t rain!

Ordered a cake on the Monday for delivery on the Friday for my daughter’s birthday on Saturday. Got an email on Friday morning from DHL saying it would be delivered that day. An hour later another email saying cake would not be delivered until following Monday. Then an email at 8pm on Friday saying the cake had been delivered at 2pm and signed by me (I was out). No photo proof of delivery. Reached out to Millie’s Cookies (on email as no one answered phone) but they say cake was delivered. Will not be using Millie’s Cookies again. They are unreliable and not fit for purpose.