Milky Lane
Claimed Business
|1.6|30 Reviews (last 12 months)|This business does not respond to reviews
Milky Lane
Claimed Business
|1.6
30 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Milky Lane is facing significant customer experience challenges across multiple branches. Customers consistently mention rude and unprofessional staff attitudes, slow service, and frequent order errors involving waffles, milkshakes and ice cream cakes. A recurring theme is dissatisfaction with pricing discrepancies, misleading advertising, and unresolved complaints that go unanswered by head office. On the positive side, a handful of patrons highlight warm birthday hosting, friendly cashiers at select branches, and enjoyable ice cream experiences, suggesting that service quality varies considerably depending on location and individual staff members.
Performance(last 12 months):
Trustindex Rating
2.3NPS Score
-100Unlikely
TrustIndex
2.3
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.6|30 Reviews
Sep '25 - Aug '26
Recent reviews (30)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceHG
Helena G
1 reviews | Active since Jul 2013
10 May 2026, 11:13
So today is mother's...
So today is mother's day and I went to get a Nutella brownie waffle from milky lane phalaborwa and what I got was such a disappointment no Nutella on my waffle asked for cream and ice cream only got ice cream there is absolutely no consistency in any of the ice cream products we order and I have complained in the shop but it does not help at all for the money you spend on milky lane there should be beter quality control
Helpful (0)
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Helena G
1 reviews | Active since Jul 2013
10 May 2026, 11:13
So today is mother's...
So today is mother's day and I went to get a Nutella brownie waffle from milky lane phalaborwa and what I got was such a disappointment no Nutella on my waffle asked for cream and ice cream only got ice cream there is absolutely no consistency in any of the ice cream products we order and I have complained in the shop but it does not help at all for the money you spend on milky lane there should be beter quality control
0
Replies (0)BS
Brett S
1 reviews | Active since Oct 2010
1 May 2026, 18:51
False Advertising: Advertised Bar One shake without Bar One in it.
I took my children to Grand West today for what was supposed to be a fun family outing. We went ice-skating, had lunch, took them bowling, and then stopped at Milky Lane for treats before heading home. My three sons each ordered ice creams, while my wife and I ordered milkshakes. I specifically chose the large Bar One ******bread Shake because it looked incredible on the prominent advert placard. The advert on the website says: "A dreamy Milkshake blended with ******bread syrup, crushed ****** biscuits and rich Bar-One® sauce, topped with a swirl of cream." So I asked the lady at the counter if the shake actually contained Bar One. She casually rep****, “No, it’s just Nutella syrup.” I was stunned. I pointed out that their own advert says it has Bar One and the name of the shake is referencing Bar One, but she doubled down and insisted there was ZERO Bar One in it. Another staff member then jumped in and claimed it did indeed have Bar One in it. The contradictions were infuriating. Completely fed up at this point, I asked one last time: “Does this drink have Bar One in it or not?” She said yes. So I decided to just pay for it and went to sit down at a nearby table before I lost my cool. After 10 minutes or so my wife was collecting the items and she called me back to the counter. The same lady then had the audacity to tell me that the shake actually does NOT contain any Bar One because apparently “that’s not what the recipe book says that tells them how to make the items.” I was absolutely furious. I would never have paid for it if they had been honest from the start. I told her straight: this is blatant false advertising because they’re selling a “Bar One Shake” with no Bar One in it, then gaslighting customers who dare to question it. To make matters worse, she then asked me, “Sir, Do you want me to add Bar One syrup to it?” The sheer nerve! She wanted me to pay for a Bar One shake and then beg them to actually put Bar One in it? It felt like straight-up gaslighting. I was seeing red at this point but I managed to stay calm and say, “Yes ... please add Bar One to the Bar One milkshake I ordered and paid for.” This entire experience was an absolute disgrace. The false advertising, the constant misleading information, and the blatant disrespect left a horrible taste in my mouth. Milky Lane has officially become Shady Lane. My family and I will never return. There are plenty of other places that actually deliver what they advertise without treating customers like fools.
Helpful (0)
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Brett S
1 reviews | Active since Oct 2010
1 May 2026, 18:51
False Advertising: Advertised Bar One shake without Bar One in it.
I took my children to Grand West today for what was supposed to be a fun family outing. We went ice-skating, had lunch, took them bowling, and then stopped at Milky Lane for treats before heading home. My three sons each ordered ice creams, while my wife and I ordered milkshakes. I specifically chose the large Bar One ******bread Shake because it looked incredible on the prominent advert placard. The advert on the website says: "A dreamy Milkshake blended with ******bread syrup, crushed ****** biscuits and rich Bar-One® sauce, topped with a swirl of cream." So I asked the lady at the counter if the shake actually contained Bar One. She casually rep****, “No, it’s just Nutella syrup.” I was stunned. I pointed out that their own advert says it has Bar One and the name of the shake is referencing Bar One, but she doubled down and insisted there was ZERO Bar One in it. Another staff member then jumped in and claimed it did indeed have Bar One in it. The contradictions were infuriating. Completely fed up at this point, I asked one last time: “Does this drink have Bar One in it or not?” She said yes. So I decided to just pay for it and went to sit down at a nearby table before I lost my cool. After 10 minutes or so my wife was collecting the items and she called me back to the counter. The same lady then had the audacity to tell me that the shake actually does NOT contain any Bar One because apparently “that’s not what the recipe book says that tells them how to make the items.” I was absolutely furious. I would never have paid for it if they had been honest from the start. I told her straight: this is blatant false advertising because they’re selling a “Bar One Shake” with no Bar One in it, then gaslighting customers who dare to question it. To make matters worse, she then asked me, “Sir, Do you want me to add Bar One syrup to it?” The sheer nerve! She wanted me to pay for a Bar One shake and then beg them to actually put Bar One in it? It felt like straight-up gaslighting. I was seeing red at this point but I managed to stay calm and say, “Yes ... please add Bar One to the Bar One milkshake I ordered and paid for.” This entire experience was an absolute disgrace. The false advertising, the constant misleading information, and the blatant disrespect left a horrible taste in my mouth. Milky Lane has officially become Shady Lane. My family and I will never return. There are plenty of other places that actually deliver what they advertise without treating customers like fools.
0
Replies (0)dP
danny P
1 reviews | Active since Jan 2014
22 Apr 2026, 08:29
Milky Lane - advertise one price, just charges 32.6% more without telling you
When you grab a quick ice cream desert at Milky Lane, and the overhead screen says R42.90 for one tub and R52.90 for the other tub.. the total should be under R100.... But the card machine is put down in front of me for R111.80 (R54.90 + 56.90) When the one item goes from R42.90 on the display to R56.90 on the slip.... (32.6% overcharge) (i have pics of the display price and the slip) Makes me want to NOT buy your product again... We were 2 people, imagine a family of 4 or a kids party of 25 and you get fleeced 30% more than you thought you spending
Helpful (0)
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danny P
1 reviews | Active since Jan 2014
22 Apr 2026, 08:29
Milky Lane - advertise one price, just charges 32.6% more without telling you
When you grab a quick ice cream desert at Milky Lane, and the overhead screen says R42.90 for one tub and R52.90 for the other tub.. the total should be under R100.... But the card machine is put down in front of me for R111.80 (R54.90 + 56.90) When the one item goes from R42.90 on the display to R56.90 on the slip.... (32.6% overcharge) (i have pics of the display price and the slip) Makes me want to NOT buy your product again... We were 2 people, imagine a family of 4 or a kids party of 25 and you get fleeced 30% more than you thought you spending
0
Replies (0)RJ
Roger J
1 reviews | Active since Jul 2015
7 Apr 2026, 08:53
Another thumbs down for Milky Lane service!
Another thumbs down for Milky Lane Watercrest Mall, Hillcrest! A month after submitting my complaint to Milky Lane regarding shabby service and receiving an apology and an invitation to submit photos and being told that a Milky Lane representative would contact me, I have still had no-one contact me! How can Milky Lane be serious about giving their customers the best experience? They obviously don't take service issues seriously!
Helpful (0)
|Replies (0)RJ
Roger J
1 reviews | Active since Jul 2015
7 Apr 2026, 08:53
Another thumbs down for Milky Lane service!
Another thumbs down for Milky Lane Watercrest Mall, Hillcrest! A month after submitting my complaint to Milky Lane regarding shabby service and receiving an apology and an invitation to submit photos and being told that a Milky Lane representative would contact me, I have still had no-one contact me! How can Milky Lane be serious about giving their customers the best experience? They obviously don't take service issues seriously!
0
Replies (0)PN
OP
Owen P
1 reviews | Active since Jun 2022
15 Mar 2026, 19:45
Disgusting ashed for 26
I was charged for extra toppings even though the menu price included a cup or cone with your nutty dip....the lady at the cashier insisted shes the manager at the chatsworth centre branch I can see she charged me R33 for the nutty dip and 12.90 extra for topping I never had upon asking her about it I was forced and surrounded by her colleagues to cover this up nomvuyo i am absolutely missed
Helpful (0)
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Owen P
1 reviews | Active since Jun 2022
15 Mar 2026, 19:45
Disgusting ashed for 26
I was charged for extra toppings even though the menu price included a cup or cone with your nutty dip....the lady at the cashier insisted shes the manager at the chatsworth centre branch I can see she charged me R33 for the nutty dip and 12.90 extra for topping I never had upon asking her about it I was forced and surrounded by her colleagues to cover this up nomvuyo i am absolutely missed
0
Replies (0)RM
MA
Matheu A
1 reviews | Active since Feb 2026
8 Feb 2026, 15:31
Order gone wrong
Zevenwacht milky lane's service was appalling. I ordered on Mr. D and I can only hope that they do not mess up customers' orders in their brick and mortar. Firstly, I ordered their special of 4 regular milkshakes and 1 double thick oreo milkshake. The double thick oreo milkshake was not only NOT thick but runner than the regular milkshakes I received. Secondly, I ordered an oreo waffle with ICE CREAM. What I received was a tub of orley whip. Half of the waffle was disposed of because of this mix up. This was extremely disappointing because I paid for everything that I ordered and received the opposite.
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Matheu A
1 reviews | Active since Feb 2026
8 Feb 2026, 15:31
Order gone wrong
Zevenwacht milky lane's service was appalling. I ordered on Mr. D and I can only hope that they do not mess up customers' orders in their brick and mortar. Firstly, I ordered their special of 4 regular milkshakes and 1 double thick oreo milkshake. The double thick oreo milkshake was not only NOT thick but runner than the regular milkshakes I received. Secondly, I ordered an oreo waffle with ICE CREAM. What I received was a tub of orley whip. Half of the waffle was disposed of because of this mix up. This was extremely disappointing because I paid for everything that I ordered and received the opposite.
0
Replies (0)