As the Dubai jjondeuk cookie (hereafter Dubai jjondeuk cookie) from Mont Cookie has been engulfed in a series of quality controversies, Mont Cookie issued a public apology for quality variance in the Dubai jjondeuk cookie and inappropriate customer service. Mont Cookie is known as the "original Dubai jjondeuk cookie recipe" company.
On the 13th, Mont Cookie posted an apology on its official social media (SNS) account, saying, "We bow our heads in apology to all customers who felt disappointment and discomfort over the recent controversies surrounding the brand."
The controversy began after defects occurred following the introduction of a machine-based production method. When consumers raised quality issues, Mont Cookie posted an explanation video on its official YouTube channel, saying, "Due to a machine malfunction, defective products were produced and all were discarded." However, the machine manufacturer immediately pushed back, and a wave of criticism formed among consumers, saying, "Are they shifting the blame to the manufacturer?"
There were also allegations that the quality of products provided to influencers differed from those sold to general consumers. Mont Cookie said, "We do not manufacture separately differentiated products only for influencers," and "All products are produced in the same environment and shipped sequentially according to order."
It added, "Because the production process mixing machine and hand-made methods was not stabilized, quality variance occurred in some products. (However,) this is a clear operational shortcoming in failing to provide uniform quality," and said, "We deeply apologize that products that were not satisfactory were delivered to customers who trusted us and made purchases." It also said it plans to resend products or provide refunds to customers who received defective items.
It also apologized for responding emotionally to a consumer who raised an issue. Mont Cookie said, "Misunderstandings piled up amid various situations, and we reacted emotionally, and in the process the expressions became excessive," and added, "We also apologize for causing hurt with inappropriate emotional expressions."
Mont Cookie, which operates a store in Gimpo, Gyeonggi, is known as the company where co-founder and pastry chef Kim Nara developed the "Dubai jjondeuk cookie recipe," combining Dubai chocolate and a chewy cookie. The Dubai jjondeuk cookie became so popular that people lined up to buy it right after opening, and after the recipe was shared on SNS, it quickly spread to dessert shops and cafes nationwide, sparking the so-called "Dubai jjondeuk cookie craze."
At its peak in February, Mont Cookie's maximum daily sales reportedly exceeded 1 billion won. However, as convenience stores, franchise cafes and large retailers began mass-producing the Dubai jjondeuk cookie, its scarcity dropped sharply and the Dubai jjondeuk cookie boom waned. With quality controversies added to this, the Dubai jjondeuk cookie's popularity has somewhat quieted.