Wednesday, April 25, 2007

Strange find update...

Well, here's what you get if you find a nut and a screw in your chocolate chip cookie bag. You get this e-mail reply...

Thank you for contacting us about Keebler® Chips Deluxe® Right Bites™ Chocolate Chip cookies. We are sorry that your experience with this product was unsatisfactory.

A report has been made to our Quality Assurance Department. Our goal is to provide consumers with wholesome, high quality products, and we have established strict control measures for each part of the manufacturing process from the delivery of ingredients to the distribution of finished packages. The information you provided will help ensure that our products and services continue to meet the highest quality standards.

To assist in our investigation, we are sending you prepaid mailing materials to return the sample, UPC symbol, and the part of the package that includes the manufacture code. It will include a DHL Worldwide Express airbill for your use in sending your package to Kellogg. Please call 1-800-225-5345 (1-800-CALL-DHL) and tell the representative that you need to make arrangements for a package pick up at your home. The original copy of the airbill will be yours to keep as your receipt. Once your package is turned over to the DHL Worldwide Express courier, it should arrive at Kellogg within two working days. We hope you will be pleased with your next purchase, and will enclose coupons for you to use the next time you shop.

...and you get a postage paid envelope to mail your find (aka, the evidence) back to them so they can "investigate." Oh, you also get two coupons for a free Kelloggs item at a value up to $5.00.


Wouldn't you think finding a greasy nut and screw would warrant a little more than a form letter apologizing for an "unsatisfactory" product? I would think that steel machinery parts in your cookie bag would surprise them at least a little bit. Makes ya wonder how often this happens, doesn't it?

9 comments:

Christie said...

REDICULOUS! Definitely worth more than a stinking form letter. What if your child had been eating those and unknowingly stuck it in his or her mouth? Would you still get a form letter?

LAME! Coupons my fanny...more like Company Jet and a week in the VIP Timeshare, anyone?!?!

xoxo

Doris & Dan said...

I was thinking the same thing. It must happen often that they have this procedure in place. Lesson learned...make sure you do not just pop them in your mouth. Might lose a tooth!

Keep smilin!

C.J. said...

Uh, I hope they don't get many "Hey, I found a fingertip in my cookies" notes. That would be a bit more than unsatisfactory but it sounds like the reply may be similar.

Pretty dry response you got there.

Dawn and Dale said...

Good grief!!

That is a total chain letter they use for EVERY complaint!!

You're right! A screw and nut deserves more than that!! A home phone call even!!

Sheesh!! Scary stuff forsure!!

Stephe said...

Personally, I think their "sorry" letters are tiered. The more pissed a customer gets the more apologetic they get. It also depends what your request for reimbursement in the letter was. It works this way at a lot of places.

Personally, I do agree with you. It was not like a bad product but yet something that could have really hurt you or a child could have swallowed or choked on. Scary.

redmaryjanes said...

I don't think that is an acceptible response at all. They are asking you to go out of your way to return their product and only give you a few coupons?

Julie said...

Yikes! I wonder what you would get if you swallowed it?

Jennifer said...

That reply really stinks ! ONLY a form letter with the coupon?? That is bad.

Janet said...

Interesting......I think you should have gotten free snacks for a year. (Without the screws in them.)