Millie's Cookies Reviews 

I ordered a birthday cookie online which cost in total, £28. Cookie arrived on time and it did taste good (although stale round the edge) but it arrived with smudged writing.
I shared a photo of this straight away with 'customer service' and got a response the next day offering in store vouchers.

I explained this would not work for me as I am currently disabled and would find it difficult to go all the way to my city centre, pay for parking, just to get free cookies due to an issue that wasn't mine to begin with.

The response I received explained that was a 'full and final offer'
I've worked in customer service for 15+ years and that would not be a way I recommend trying to resolve something with a customer. Clearly it's not a final offer (partial refund or online voucher?) and their own refund policy not only states a refund is discretionary but you must raise the concern with 24 hours, which, I followed.

I won't order again on the basis of the customer service in case there was another issue

I have used Millie’s Cookies regularly for years but will not be using them again after my last two orders. Ordered a cookie in June for my son’s birthday, it arrived late. It was stale and inedible, I complained and received a full refund.
Ordered another in July for my other son’s birthday, this arrived on time but totally cracked and broken. The inner box was covered in greasy finger prints, the box hadn’t been assembled properly as the inner lid was crumpled and sticking out of the outer box on arrival. I’d be totally embarrassed to give this as a gift. I complained again, but this time received an apology and no offer of a refund. For the price you pay, I expect better customer service. I will not be ordering from Millie’s again. You’ve lost a loyal customer.

Ordered a large double cookie and was disappointed to have received a single cookie for paying the extra £5.

Upon complaint we were offered only a £5 refund or store credit when we’d ordered this for an occasion for a certain amount of people.

The customer service team closed the matter and told us to take it to trading standards when I feel a full refund for the inconvenience should have been issued. Extremely poor customer service and for someone who rarely uses them I can now see why.

The website clearly states at the top ‘order by 1pm for next day delivery’. I had a personalised “Welcome Home” cookie made for my son after his first trip abroad with school especially for his return. It was meant to be delivered today (Thursday and ordered on Tuesday evening) but just had a generic ‘your delivery is delayed’ email. No compassion, no reply to emails, no proper tracking to see where the order actually is. A very unhappy customer who has wasted just under £30, so has had to go to the supermarket to buy another surprise. Very dissapointed.

⭐️⭐️⭐️⭐️⭐️
I recently ordered a cookie online for delivery, but unfortunately when it arrived, all the icing had been damaged. I ended up going into Millie’s Gallery at Meadowhall to see if they could help.
The two ladies working there were absolutely amazing. One of the ladies was called Kerry, but unfortunately I didn’t catch the other lady’s name. They were both so friendly, helpful and understanding, and sorted everything out for me straight away.
They made me a replacement cookie within about five minutes, and the customer service from both of them was absolutely fantastic.
After being disappointed with the condition of my delivery, these two ladies completely turned the experience around. They are both a real credit to Millie’s Cookies and deserve recognition for how well they looked after me.
Thank you both so much! ⭐️🍪💚

Cookie arrived in a complete mess, delivery driver left it propped up against the door and it melted to the bottom of the box. Customer service could only offer a very poor generic AI 'sorry' reply with no refund or goodwill offered. £27 down the drain won't be ordering from them again!

Disappointing and unreliable.
My daughter ordered two birthday cookies (for two separate occasions). The first arrived two weeks late and the other arrived two days late. Either way they were both too late for the events required. Needless to say, when they did arrive, they were stale. We won’t be using Millie’s cookies again. Not good enough.

Ordered a birthday cookie for my 14 year old daughter, arrived in time but nothing like what I ordered. The writing was awful that my daughter thought it said ‘happy bumday’ and the candles were just coloured blobs that did not resemble candles. Tried to contact them but not had a response

Wouldn't even give them a star but had to, to carry on. Disgusting came all destroyed on delivery and my box of 6 treats not there, complained and was offered 50% back out of my money that I paid for it or another one sent out, Disgusting reply for such a massive company. If you saw the photos you would be totally gutted for me especially as it was supposed to be a present.

☆☆☆☆☆ (1 star)

I ordered a giant birthday cookie online to be delivered directly to a friend as a birthday surprise. Unfortunately, the wrong flavour was sent (and a flavour she doesn’t like I hasten to add), meaning the gift was not what I had ordered and there was no opportunity for me to correct the mistake before it reached her. I reached out to customer service and was offered an in-store voucher as a gesture of goodwill, despite explaining that I don’t have a Millie’s Cookies store anywhere near where I live. As an online customer, this compensation was of no practical use to me.

I asked whether an online voucher or a replacement of the correct cookie could be offered instead, but this was refused multiple times, and I was told the in-store voucher was their “full and final” offer.

Sadly, this experience has left me very disappointed with both the product and the customer service, and I won’t be ordering from Millie’s Cookies again.

Very disappointed with the giant cookie and the customer service, first they wrote the wrong age on the cookie, then when we got it home and tried to cut it it just crumbled into pieces, it was hard and didn’t taste very good, and it was quite embarrassing giving crumbled hard cookie to the party guests. Millie’s cookies wasn’t interested when I complained. Quality goes down each time I purchase.

Ordered Friday 27ty for son’s birthday. Due today, no email, no update, phoned over 18 times no answer, I’ve emailed 3 times. My cookie hasn’t arrived I’ve now go a disappointed son who’s come home from school worh his friends to no cookie that he’s been banging on about for days! Always problems with you so won’t ever ordered again. Late deliveries or the thing comes a mess and have the nerve to charge £27 odd! You will never get a penny out of me again after using your for 7 years! Disgusting

Millie's Cookies used to be a very exciting brand for me. Especially when I knew the brand to be called Cookie Jar prior to being taken over but kept the product and presentation the same. I have known and loved their cookies for decades. It was the most perfect cookie base, perfect taste, perfect crumble and soft texure, giving a very recognisable aromatic experience. They were understandably popular and just perfect for a sweet-tooth person. It was always a magnificent indulgence to get a giant cookie, from child to adulthood. I knew them when it used to cost £9.99 for a giant cookie, then increased to £14.99 to become £19.99 (when they still had many stores across UK). Of when I stopped buying it because the value was no longer there at that price. Now like a lot of other companies they are slowly going into liquidation, by shutting down much of their branches. Therefore they're less accessible to find, more of a hassle to purchase, with an awkward website and even higher prices, and of course the baking quality is no longer important to the new brand name, new managers, with their new ethos and manufacturing of things. They are evidently not considering the competition around them, as they are no longer the only cookie company anymore. 

Customers have several alternative options now, since there are so much more "Foodpreneurs" and niche Bakeries/Bakers that cater to this market, particularly in today's world of food pictures and social media. With that said, I am so heartbreakingly devastated that they have gone downhill this badly. 

It tastes nothing like the Millie's Cookies or Cookie Jar that I knew it to be only up till a few years ago. Howveer, I recently spent an exceeding amount of money (near £30) to have a nostalgic indulgent moment, but it did not resemble the great taste or memory at all. It didn't resemble the service, it didn't resemble the hygiene I knew them to demonstrate, it didn't resemble the appearance nor scent of their former signature icing that I craved. It was completely unfamiliar and I am so sad to have my money gone to such lackluster expensive rubbish, of a once superior brand.

I want the money back as it was just such an upsetting purchase. The delivery service was additionally frustrating on top of the unimpressive product itself. I will not be ordering from them again. It is also not like the straight forward experience one would expect when ordering food, since it takes one to three days to deliver, without confirmation of their arrival. Depending on what kind of property you live in (house, flats or apartments with a reception desk) it may not be delivered directly to your door. 

It is just sad and I have lots of pictures from past and present Millie's Cookies to compare it to and I would actually make a full post on my food blog in detail but in this instance I do not have the heart to do so because my heart has been broken as a true foodie. I think that Millie's Cookies might as well close-up shop completely if this is how the are going to continue to move forward just to die out in disgrace. Simply bow out now while your head is semi-high instead of making a whole "Sex and the City" embarrassing dragged out legacy of it.

I wish I could give zero stars, Daughter only wanted this for her 16th birthday not a cake, failed to turn up after paying for next day delivery and waiting in all day.

not good enough and no apologies given, avoid.

Paid and ordered a week before needed delivery date. Order did not arrive, no tracking provided as promised. When I chased the order I was told the couriers tracking system had gone down but it had been dispatched, 3 days later no cookie arrived and no communication from customer service even after asking for a refund twice. Wouldn't use again, very disappointing service.

Cookie has arrived for my daughter’s birthday tomorrow and is smashed to pieces - no one answers the phone, messages can’t be left and contact forms not replied to!! Come on Millie’s - you can’t screw up kids birthdays and then ignore customers!!!!!

I don't normally complain but I'm really miffed, Ordered for my daughter's birthday as she didn't want a cake, choose her actual birthday for it to be delivered, didn't show up, I did get a refund but it ruined her day as she had requested this and I had no chance of getting anything else

Useless company with poor customer service.

Don't bother selecting next day delivery or paying extra for this, although it is falsely advertised across the website, they can't fulfill or guarantee, not that you are told this before ordering. Picking your delivery date is pointless. Most people like us would order from this company for an event / occasion but our event has been missed. All I have been told is to wait 48 hours despite choosing next day.

You can't get through to customer service on the phone, it just rings and cuts off.

Will not be using this company again and would suggest others avoid.

Although it does look good(!), the big celebration heart shaped cookie was unfortunately, not quite heart shaped, you can tell it was close and meant to be though! This could be down to how it moved around during delivery of course.

The thing that I'm less than impressed about is the heart shaped box I added to go with it. I naively believed that the cookie would come in this paid for extra, but no...it was delivered in the original square box and the heart shape box separate.

What this meant in order to make it fit in, I could either remove the packaging that kept the cookie stable and as fresh as possible, or do what I did, which was faff cutting pieces off so that it would fit, which caused a fair chunk of unavoidable cookie crumbling.

Its incredibly disappointing when you pay for an extra like this, as a special gift, only for logic not to prevail and the staff don't pack the cookie in it for you!

I have ordered large sized cookies in place of birthday cakes on 2 separate occasions. Both for home delivery.
The first delivery in December 2025 arrived a day late ( on birthday not day before) which turned out ok. The second order never arrived. I ordered it on 18/6/26 to arrive on 22/6/26 for birthday on 23/6/26
Never arrived.
I contacted customer services by email 4 times, no reply. I called a total of over 20 times. No answer. I eventually got an answer late afternoon if 23/6/26 and was told it was definitely out for delivery that day. Now 10pm 24/6/26 and still no cookie. Too late now unfortunately. Impossible to get hold of customer services.
I will not use again