Birds Eye

Fat_Boy

It's not often that I am the recipient of 5* service so I couldn't let this gem go unannounced!

I contacted Birds Eye with a general comment (not a complaint!) about their frozen Roast Beef Dinners (which BTW are MUCH better than they sound) which to a shift worker like me are a great bit of scoff. Got this reply back within a couple of hours of filling in their online form:

Dear Mr XXXXXXX

Thank you for your recent email regarding our Birds Eye Roast Beef Dinner and firstly please accept my sincerest apologies.

I would like to reassure you that all our products are manufactured and packed to stringent quality guidelines to ensure they meet the high standards expected by our consumers. I was therefore concerned to learn that in this instance the product was not of the usual high quality you would expect.
Details of your complaint have been passed to the quality department concerned for their information and action.

I have written to you under separate cover via Royal Mail, with a full explanation and reimbursement along with a gesture of goodwill, with our compliments, which you should receive in the not too distant future.

Thank you for taking the time to contact us.

Kind regards

Kevin XXXXX
Birds Eye Advisor

Nice to see prompt and courteous CS these days

black-saturn

I wonder what the gesture of goodwill will be. Well done to Birds Eye. Was it the Lowestoft branch you wrote to?

Fat_Boy

Hi Black Saturn,

I just filled in their online enquiry form (as opposed to the complaint form as I wasn't complaining!!). Am looking forward to seeing wht the gesture of goodwill will be too

black-saturn

So you didnt have to provide proof of purchase? :rolleyes: :A

Fat_Boy

Nope, but it was the truth, the whole truth and nothing but the truth

I think the fact I put in their comments box that I wasn't complaining, merely making an observation, must have clinched it in their minds that I wasn't a 'chancer'!!

Fat_Boy

Got my letter in the post this morning...nice £4 voucher and a 50p off coupon. Very welcome surprise considering I was making an observation about their product and NOT a complaint!!

webmasterpolo

I've written to them with a complaint regarding a meal which ha only 2 peices of chicken in, pretty poor for a chicken dish. Got £5 voucher back and the usual sorry we didn't mean it letter.

tattooed_lady

I phoned them when my 4 year old found a big chunk of something in his chicken burger (with a feather on it). They sent me a prepaid jiffy bag and a specimen jar which I returned along with the box the burgers came in. Within a week they wrote back confirming that it was 'gristle', apologised and enclosed a £5 voucher! It has put me off the chicken burgers though I must admit!

paul_h

I spent may years working for another arm of the parent company of Birds Eye, the complaints were handled by a common department.

Every single customer complaint made was collated and passed to the QA in the factory and onto the shop floor for further investigation. The CS part in dealing with any complaint was to ensure the customer was happy with the outcome, if only to preserve the reputation of the brand name.

Also, the messages on the labels asking for complaints about unsatisfactory products are deliberately encouraging - they estimated that only one out of ten people would complain about a faulty food product - the other nine would simply not buy the product again.

daveboy

Thought I'd try this, despite the fact that I haven't bought one of their products for a while.

£4 voucher and the 50p one came in the post the other day.

Not bad for making something up in all of 5 seconds.