Piece of wood found in burrito!

daveyjp

Return to store for a refund.  Environmental Health don't concern themselves with issues such as this as its accepted when factories are producing millions of items some will have issues.  By returing to store the batch can be checked and withdrawal notices prepared if required.

kinger101

daveyjp said:

Return to store for a refund.  Environmental Health don't concern themselves with issues such as this as its accepted when factories are producing millions of items some will have issues.  By returing to store the batch can be checked and withdrawal notices prepared if required.

Environmental Health would be concerned if they got multiple reports originating from the same manufacturer.

I'd have photographed, reported to EH, and returned to the store.

kinger101

singhini said:

MrFibble said:

Hello! Could someone please give me some advice. 
I bought a burrito from a well known supermarket last week and, whilst I was eating it, I was disgusted to find a 3cm long shard of wood from said burrito had pierced my gum. Obviously this caused a bit of shock and discomfort. The aggravating fact is that I have autism and, as a result, have a very tortuous relationship with food at the best of times. This incident has made things 100 times worse where I am doing a CSI job on everything that I eat and chewing excessively. 

When I complained to the supermarket via their customer service I was asked to return the product packaging and offending object to the store. I did this and was offered a replacement of the burrito with no apology or acknowledgement of the injury neither physical nor psychological.

I called the customer care line again to ask for a corporate email address so that I could escalate my complaint and was told that the only people I could deal with were those at customer care. When I asked to speak to a supervisor I was told that they were all busy. 

Has anyone else had a similar experience? What did you do? What should I do?

Any constructive replies would be greatly appreciated.

Why did you have to complain?

Why do the think? 

singhini

kinger101 said:

singhini said:

MrFibble said:

Hello! Could someone please give me some advice. 
I bought a burrito from a well known supermarket last week and, whilst I was eating it, I was disgusted to find a 3cm long shard of wood from said burrito had pierced my gum. Obviously this caused a bit of shock and discomfort. The aggravating fact is that I have autism and, as a result, have a very tortuous relationship with food at the best of times. This incident has made things 100 times worse where I am doing a CSI job on everything that I eat and chewing excessively. 

When I complained to the supermarket via their customer service I was asked to return the product packaging and offending object to the store. I did this and was offered a replacement of the burrito with no apology or acknowledgement of the injury neither physical nor psychological.

I called the customer care line again to ask for a corporate email address so that I could escalate my complaint and was told that the only people I could deal with were those at customer care. When I asked to speak to a supervisor I was told that they were all busy. 

Has anyone else had a similar experience? What did you do? What should I do?

Any constructive replies would be greatly appreciated.

Why did you have to complain?

Why do the think? 

And what else did i write? ------> Why couldn't you just bring it to their attention so they can inform the factory who could look into it?  

Not every issue needs a COMPLAINT

MattMattMattUK

We are not the USA, you are not going to get thousands for hurt feelings. The supermarket will inform the manufacturer and EH, they will be required to investigate, you will not hear the results of that.

Arunmor

Take the piece of wood or chaff more likely out and carry on.

kinger101

singhini said:

kinger101 said:

singhini said:

MrFibble said:

Hello! Could someone please give me some advice. 
I bought a burrito from a well known supermarket last week and, whilst I was eating it, I was disgusted to find a 3cm long shard of wood from said burrito had pierced my gum. Obviously this caused a bit of shock and discomfort. The aggravating fact is that I have autism and, as a result, have a very tortuous relationship with food at the best of times. This incident has made things 100 times worse where I am doing a CSI job on everything that I eat and chewing excessively. 

When I complained to the supermarket via their customer service I was asked to return the product packaging and offending object to the store. I did this and was offered a replacement of the burrito with no apology or acknowledgement of the injury neither physical nor psychological.

I called the customer care line again to ask for a corporate email address so that I could escalate my complaint and was told that the only people I could deal with were those at customer care. When I asked to speak to a supervisor I was told that they were all busy. 

Has anyone else had a similar experience? What did you do? What should I do?

Any constructive replies would be greatly appreciated.

Why did you have to complain?

Why do the think? 

And what else did i write? ------> Why couldn't you just bring it to their attention so they can inform the factory who could look into it?  

Not every issue needs a COMPLAINT

But if you're returning something because you're not satisfied with it, by definition is is a complaint. 

singhini

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MrFibble said:

Hello! Could someone please give me some advice. 
I bought a burrito from a well known supermarket last week and, whilst I was eating it, I was disgusted to find a 3cm long shard of wood from said burrito had pierced my gum. Obviously this caused a bit of shock and discomfort. The aggravating fact is that I have autism and, as a result, have a very tortuous relationship with food at the best of times. This incident has made things 100 times worse where I am doing a CSI job on everything that I eat and chewing excessively. 

When I complained to the supermarket via their customer service I was asked to return the product packaging and offending object to the store. I did this and was offered a replacement of the burrito with no apology or acknowledgement of the injury neither physical nor psychological.

I called the customer care line again to ask for a corporate email address so that I could escalate my complaint and was told that the only people I could deal with were those at customer care. When I asked to speak to a supervisor I was told that they were all busy. 

Has anyone else had a similar experience? What did you do? What should I do?

Any constructive replies would be greatly appreciated.

Why did you have to complain?

Why do the think? 

And what else did i write? ------> Why couldn't you just bring it to their attention so they can inform the factory who could look into it?  

Not every issue needs a COMPLAINT

But if you're returning something because you're not satisfied with it, by definition is is a complaint. 

Returning something because you’re not satisfied can be a complaint, but it’s not automatically one “by definition”. You could be dissatisfied internally but return the product quietly, simply addressing the issue without formally lodging a complaint (that's the approach i would take, but i concede not everyone would react in the same way). 

IMHO, we’re slowly moving from a nation of moaners to a nation of complainers, and soon we might become a nation of suers, just like the Americans (we’re certainly getting as fat as them)!

daveyjp

kinger101 said:

daveyjp said:

Return to store for a refund.  Environmental Health don't concern themselves with issues such as this as its accepted when factories are producing millions of items some will have issues.  By returing to store the batch can be checked and withdrawal notices prepared if required.

Environmental Health would be concerned if they got multiple reports originating from the same manufacturer.

I'd have photographed, reported to EH, and returned to the store.

EH wouldn't be concerned as unless all the complaints go to one person in one EH department of one council no record will be kept.

By going to the manufacturer that is a single point of contact, they can keep a record of reports, investigate if it looks to be more than a one off and instigate a product recall. 

MyRealNameToo

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MrFibble said:

Hello! Could someone please give me some advice. 
I bought a burrito from a well known supermarket last week and, whilst I was eating it, I was disgusted to find a 3cm long shard of wood from said burrito had pierced my gum. Obviously this caused a bit of shock and discomfort. The aggravating fact is that I have autism and, as a result, have a very tortuous relationship with food at the best of times. This incident has made things 100 times worse where I am doing a CSI job on everything that I eat and chewing excessively. 

When I complained to the supermarket via their customer service I was asked to return the product packaging and offending object to the store. I did this and was offered a replacement of the burrito with no apology or acknowledgement of the injury neither physical nor psychological.

I called the customer care line again to ask for a corporate email address so that I could escalate my complaint and was told that the only people I could deal with were those at customer care. When I asked to speak to a supervisor I was told that they were all busy. 

Has anyone else had a similar experience? What did you do? What should I do?

Any constructive replies would be greatly appreciated.

Why did you have to complain?

Why do the think? 

And what else did i write? ------> Why couldn't you just bring it to their attention so they can inform the factory who could look into it?  

Not every issue needs a COMPLAINT

But if you're returning something because you're not satisfied with it, by definition is is a complaint. 

Returning something because you’re not satisfied can be a complaint, but it’s not automatically one “by definition”. You could be dissatisfied internally but return the product quietly, simply addressing the issue without formally lodging a complaint (that's the approach i would take, but i concede not everyone would react in the same way). 

IMHO, we’re slowly moving from a nation of moaners to a nation of complainers, and soon we might become a nation of suers, just like the Americans (we’re certainly getting as fat as them)!

Depends on how you define complaint... the FCA for example used to define it as any expression of disatisfaction and there is no differential between "formal complaint" and informal. Worth pointing out they have now tightened the definition to say it has to have caused financial loss or material inconvenience, embarrassment or distress.

Litigation is increasing and our courts are generally more generous than most of Europe but we lack punitive damages so you dont get the cases of McDs paying $5m for a minor scolding from hot coffee because the customer wasnt well enough warned, here they'd get a couple of hundred instead most likely (assuming a true injury)