Online Review Sparks Legal Threats and Backlash for Cookie Business

A Melbourne cookie business, The Cookiee Club, has become embroiled in an online controversy after issuing legal threats to a TikTok reviewer over a video that lauded their product but detailed delivery issues. The situation escalated after the reviewer claimed the business demanded the video be removed within 24 hours or face legal action.

TikTok creator Alyssa shared a review of The Cookiee Club, awarding the cookies an 8.5 out of 10. While praising the cookies themselves, she detailed a frustrating ordering experience, stating it had been a month since she placed her order and that promised communication and delivery had not materialized. The review gained significant traction, accumulating over 1.3 million views.

According to Alyssa, the business then sent messages demanding the video's removal, citing concerns that some comments were defamatory and harassing. The company stated that if the video remained online, they would involve their legal and PR representatives. Alyssa later released a video recounting a phone call with a business representative who allegedly reiterated the threat of legal action, citing concerns about defamation.

The Cookiee Club was founded earlier this year by sisters Ruby Rose Demiroski, 18, and Rachel Gundry, 30. The company sells gourmet cookies priced at $43.95 per box, equating to over $7 per cookie. The sisters stated their business experienced rapid growth that outpaced their ability to meet demand, leading to delays and communication issues.

Amidst the growing backlash, Ruby Rose Demiroski addressed the situation in a video, clarifying that the company was not suing anyone over the review but expressed distress over online attacks, including death threats against the business and its founders. She emphasized the difference between criticism and bullying, stating the situation was impacting their well-being.

The business subsequently issued an apology to Alyssa, acknowledging that mentioning legal action was a "heavy handed" mistake and attributing their reaction to being "panicked by the comments" on the review. They also apologized for the delivery delay, explaining their struggle to keep up with demand and promising that future orders would be shipped within two to four days after expanding their team.

However, the controversy brought forth numerous other customer complaints online, detailing similar experiences of lengthy delays, poor communication, and customers claiming to have been blocked for sharing their reviews. Another reviewer, Josh James, reported a five-week wait for his order but also praised the quality of the cookies. The dispute has also raised questions regarding food safety, allergen labeling, consumer rights, and the requirements for operating a home-based food business in Victoria.

The City of Stonnington confirmed that The Cookiee Club has approval to operate as a home food business for a maximum of three days per week. The company's Instagram page has since been taken down.