Analysis of Millie’s Cookies reviews indicate slow delivery

Caption of cookies.
Photo: Keith McDuffee

Insight nr. Ⅰ
The topic “online ordering” occurred in 4% of the reviews and has an average grade of 2,98 / 5. It seems that some had not received their orders in a timely manner. Some also had difficulties placing an order online without receiving error messages. It was also mentioned that when ordering online, you miss out on the freshness of the baked goods due to the delivery time.

Insight nr. Ⅱ
The topic “email support” has an average grade of 1,87 / 5 and occurred in 4% of the reviews. Some complained about customer service being dismissive and unreliable. On some occasions, when deliveries had been delayed, they couldn’t provide an explanation as to why that had happened. It also seems that in some cases, customers didn’t receive any replies to their emails.

Insight nr. Ⅲ
The topic “refunds” occurred in 6% of the reviews and has an average grade of 1,61 / 5. It seems that some customers hadn’t received a refund, or any compensation when their cookies or baked goods had been in bad condition upon arrival.

Caption of the topic “online ordering” from the dashboard of this analysis.
  • If you found this analysis interesting, you might also be interested in our analysis of Greggs!

Millie’s Cookies care maybe a little too much about their cookies

Millie’s Cookies should be proud of their products – there are almost no complaints about it, according to our analysis. However, Millie’s Cookies could really benefit from improving their delivery processes, and make sure the customer service is reliable when customers have problems with the errors when ordering online. Likewise, when the customers have problems with slow delivery.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on TrustPilot.

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