Complaints.com

From: Message Author
Date: Friday, 15-Sep-06 18:07:20 CDT

Business Info

Complaint on TRI-O-PLEX Double Chocolate Chip Cookies.

To whom it may concern,

I am a manager at a health club that sells protein bars, shakes, etc. One of the products that we also sell are protein cookies, particularly TRI-O-PLEX Double Chocolate Chip and Double Chocolate Chip.

On September 15, 2006 at approximately 5:30 pm, I opened up the Double Chocolate Chip Cookies and took it out of the package and found a 1 inch white object laying on my cookie that looked like a condom, or a balloon. I was absolutely horrified and disgusted.

When I called the company up and left a message, a female representative named Donna returned my call, and I calmly explained the incident. However, Donna was not nice or apologetic. She said that "these things happen occasionally". "Occasionally, that's not good", is what I replied. I then asked her, what they were going to do, or what I should do. She told me to contact the distributor and get a refund. I then asked, "that's it? A refund?" Then she snidely remarked, "well, what else do you want?". I asked, "why would I want to contact the distributor when the problem is where you manufacture the cookies". That doesn't make sense to me. I could care less about the refund. Then she went back in circles and said to just get a refund. But because she responded rudely and sarcastically from her previous remark, I ended the conversation.

An apology would have suffice. I didn't want anything but an apology. But from a customer service point of view, she should have apologize and at least made some effort to resolve the situation. She could have at least tried to for example: send me extra cookies (even though I wouldn't eat them or sell them), or send me coupons, or inform her superiors of the situation. I think the representative handled it poorly and should have done a little bit more.

As a result of the situation, since nothing has been done. I am definitely going to do what I can, and inform our distributor and possibly others, the FDA, as well as our other franchises of this product and how they handled the situation.

I am just very fortunate that this happened to me and not our members/customers. Because that would make our members/customers distrust the food we sell.

Thank you for allowing me to write this letter.

Christina C.

Maryland