Montcookie Quality Scandal: What You Need to Know About the Controversy and Customer Complaints

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Mont Cookie — known for its chewy Dubai cookies — issued an official apology after facing quality concerns and customer-service complaints.

On the 12th, Mont Cookie posted an apology on Instagram, saying, “We bow our heads and apologize to all customers who experienced disappointment and inconvenience due to the recent controversies surrounding our brand.”

The row erupted after users on message boards and social media spotted a possible quality gap: consumers claimed that items sent to influencers had more filling than the retail versions sold to everyday customers.

Critics accused the brand of misleading customers — saying influencer packages arrived overflowing while retail products looked skimpy.

Mont Cookie denied producing special batches for influencers but conceded there were inconsistencies across products. The company said early production combined automated and hand-finished steps, and that instability led to variations in some items. “Failing to deliver consistent quality is clearly an operational shortfall,” it added.

They also addressed criticism that they blamed a machine defect. Mont Cookie explained that, in trying to manage the situation, they posted material without properly considering the machine manufacturer; while they didn’t intend to single out a specific vendor, the post could be misread, so they removed the related video.

The company acknowledged shortcomings in customer communication. Management apologized: “We failed to manage our emotions and spoke carelessly during the situation. We take seriously that our silence may have come across as excuses or irresponsibility.”

Mont Cookie’s signature item, the “Dujjonku,” is a dessert made with pistachio spread and Middle Eastern kadaif (shredded phyllo) noodles.

K-pop star Jang Wonyoung of IVE posted photos of it on social media, sending its popularity into overdrive. It sparked opening-day lines across Korea and even attracted attention overseas.