Milky Lane has delivered a below par 2 litre Ice Cream product...

I’ve been a Milky Lane loyalist for more than 35 years. I’ve eaten enough waffles at your stores for staff to know my name and my exact order. So when I bought your new 2‑litre ice cream, I expected the Milky Lane standard I’ve trusted for decades. What I got instead was a shockingly low‑grade product — cheap, poorly formulated, and nowhere near the quality your brand is known for. It is blatantly below par.

When I raised this with you, instead of acknowledging the issue, you completely missed the point. My position was simple: you have put an inferior product into the market at a premium price. Yet your response was to ask for my personal details — email, phone number — and then demand photos, batch numbers, expiry dates. For what? And why?

Under POPIA, this kind of unnecessary data collection is a red flag. It felt intrusive, unjustified, and frankly irresponsible.

And let’s be clear: who bought the product from you? Me? Or Pick n Pay? Why am I being asked to do the legwork that sits squarely between you and your distributor? This attempt to shift accountability onto the customer is exactly what frustrated me. It is not my job to chase down batch numbers and expiry dates. It is your job to ensure the product you put on shelves meets the standard your brand promises.

Instead of owning the problem, you pushed it back onto me — the paying customer — and expected me to jump through hoops to “prove” what was obvious from the first s****ful: this product is not Milky Lane quality.

Milky Lane, you have dropped the ball. And until you fix this product and fix your approach to customer complaints, you will continue losing the trust of people who have supported you for decades.