What is the best way to complain to a well-known candy company?

Question

I recently purchased 2 bags of well-known chocolate candies from 2 different stores and every candy had melted and reformed, which altered their shape and taste.

I wanted to inform the company of my unsatisfactory experience, but I'm not sure which method of communication to use or what to say.

Does anyone have any experience with filing complaints to nation-wide food companies?

If you're willing to share about your experience, I would greatly appreciate some advice about how to handle this situation.

Answer 1

unless u are buying it directly from the maker then its not there fault it is what ever stores you bought it from

Answer 2

Begin you letter with positive statements. An example would be to let them know how long you have enjoyed the product. Like " I have been buying your (name the product) for (x amount of years) and in my opinion it is the best on the market at any price. I purchased (name product) just as I usually do at the same store as usual and to my great disappointment when I opened the box it appeared to have all been melted together and did not taste right at all. Now that being said it is wise if you talk to the point of purchase first. It may not be the companies fault about the melting. I doubt they will accept responsibility for the problem. However that does not mean you should not try. The point of purchase is the most likely place to get an adjustment or a replacement. I had an experience with chocolate covered cherries that had all separated and the store I got them from gave me a choice of replacement and a free gallon of ice cream of my choice and an apology.

Answer 3

Usually The Product Has A Number On It That You Can Call For Questions Or Comments. You Should Make Sure You Have The Wrapper With You, They'll Ask You The Number On It.

You Can Also Go To The Products Website And Contact Them That Way.

I Have Complained Before About An Item And They Sent Me A Coupon For Another Item.

Answer 4

My complaint was somewhat different as it was over a product they ceased to make. Hersheys was the company, they used to make a one gram of sugar candy bar that would satisfy the chocolate cravings of my diabetic mother without messing up the low sugar diet required by her condition.

I called the company on the phone. I complained of not finding the product anymore and asked where i could get it, which was when I was told they had ceased production. I made a complaint that they said they would pass on to management.. but who really knows.

In your case I think I would look for the expire dates on the wrappers as that is a significant factor in your complaint. I also would take into consideration that they cannot be held responsible for the truck that breaks down in the desert and then delivers melted product to the stores who accept the product and then sell it.

I would start with a complaint to the stores involved, and then go to the company that produces it with the stores information as well as the expire dates. I would make the complaint by phone to a real person rather than to a voice mail and I would ask their name so I had someone to refer to if my issue did not feel resolved and I decided to call again.

Keep in mind the person on the phone is most likely not responsible for your experience, and therefore you need to remain calm and not abusive. They may have a policy about sending replacement product, or a coupon to make up for your dissatisfaction. Being polite will get you a lot farther than a tirade.

Answer 5

I would write a letter to the complaint department of the guilty company. Note the stores where you purchase the candy, the date, and if you still have the wrappers include the wrappers. Make sure your name, address, and phone number (maybe e mail address also) is included so their representative can contact you.

State exactly what your disappointment was. Be as concise as possible. If you get too wordy they won't listen to you.

Make sure the outside of the envelope is addressed to COMPLAINT department.

Good luck!

Answer 6

If you call their 800 # you can talk to a customer service. They will most likely send you a coupon for free replacement candy. Save the wrapper for the source coding to give to them. The candy was probably handled incorrectly in shipping.

Answer 7

You should write to them. The address is usually on the packaging. There may also be a number to call. Write them, tell them your concerns and you should get a response probably with some sort of retribution. Good Luck!

Answer 8

First you need to ask yourself WHY YOU BELIEVE IT IS THE COMPANIES FAULT your candy melted in to a tastless unrecogizable lump. Perhaps it is the STORES who are at fault!!!!
You should first take the candy back to the stores where it was purchased!!!!!!!!!!!! I highly doubt the candy left the manufacturer in that condition!!!

Answer 9

write to or call the company. ask for public relations. they want your feedback/information/complaint or compliment. in most cases they will send you coupons to replace the disaffected products.. in this case i can tell you they will say it happened after product was sold to distributor and that it happened because of improper storage before, during or after delivery. something they have no control over and they are probably right. but the store you bought from will probably make good on it if you take it back. if you would rather deal with manufacturer they will want product code (UPC) and date/manufacturer code that is stamped on container somewhere. contact them, i write to all manufacturers i buy products from - food wise. i ask for info on how to read date code....i always get coupons back along with info. a couple of them even sent boxes with sample products for me to try.

Answer 10

Write them a letter and send it certified so you know they will get it. You can also send them an email and see what kind of response you get, and offer up pictures of the deformed candy.

Answer 11

take them back to the store of write to the candy company