Foreign body found in cookies lost

lizzie3003

After 6 weeks of waiting to hear back about a foreign body found in a pack of cookies, I've learnt today that they have lost it. Is £25 an acceptable gesture?

k3lvc

Given the information provided it's probably about £24.00 too much

What was the 'foreign body'

What financial loss did you suffer ?

Why do you think you're due compensation over and above the price paid for the cookies or a replacement pack ?

Presumably if serious enough you've photos of it and a copy sent to local environmental health ?

Miroslav

Depends on what the foreign body was.

If it was a piece of string or something, £25 is more than acceptable.

If it was a used condom, glass etc etc then i'd be straight on to somewhere offficial.

lizzie3003

It had the texture and appearance of dried glue.

No financial loss was suffered.

However I have been left feeling like this company clearly don't take their complaints seriously as to lose it is far from acceptable. I only found out it had been lost after questioning about if it had been sent off.

After several phone calls and visits to the store it has took until now to find out that my complaint wasn't dealt with in the correct manner.

As a consumer I don't expect to find anything in the product other than the ingredients listed.

Is there a price to compensate for appalling customer service? It shouldn't happen in the first instance.

irishjohn

is often a method a company will utilise to discourage annoying customers from bringing then repeat business

Axled

Where did the £25 come from? Was this their suggestion or what you are asking for?

Take some deep breaths and worry about something important.

lizzie3003

It was their suggestion.

Not worried just looking for people's thoughts on the matter.

I myself expect to receive excellent customer service wherever I shop.

Let's not forget it is their job.

Axled

Were you hoping for more in-depth scientific analysis? It sounds slow but they have offered the £25 so that sounds more than fair. Not sure who you bought the cookie from so am not sure if it is their job or not. What would you have preferred to have happened?

theGrinch

The OP is right to challenge the producer. If anything it will highlight a weakness in their system they would have paid a management consultant thousands to find.

I did the said 20 years ago and got a similar figure after they admitted what I can surrendered was something from their factory but shouldnt be in their secret recipe.

PlymouthMaid

Generous I think. I took a can of beans back to Tesco once which were full of blue mould when opened and got a tenner for my trouble and I had to drive 8 miles and queue for 20 mins to show them it. I did think that was a bit poor considering the 'offence' but I guess they do not have to recompense beyond the cost of the goods.

wealdroam

I think the biggest mistake the producer made was actually telling the OP they had lost the foreign body.

The best customer service response would be along the lines of:

Dear Sir/Madam, we have investigated your complaint thoroughly and rebuilt the production line and retrained all our production operatives so this problem should never happen again.
Furthermore, we would like to offer you £25 as a thank you for bringing this matter to our attention.
Yours etc..