My wife and I are avid coffee drinkers. We don’t buy coffee from Starbucks or Dunkin Donuts that often, but we do brew at home to save money. One day, we were getting ready to go out and decided to brew some coffee to go. After it finished, we added our sugar and creamer like always. But when the creamer went in, we noticed that it didn’t blend very well with the coffee. In fact, it seemed to have coagulated and chunks of white stuff were floating in the coffee. We smelled the creamer and the smell was just awful. We checked the expiration date on the carton and but still had about 3 weeks left! We looked at each other in shock how that something like this could happen. We used the same creamer the day before without any problems! How can something go this bad almost overnight?
We decided to send them an email describing our experience. It wasn’t a nasty email, but just a friendly email letting them know that we were not satisfied with their product and proceeded to describe the events that lead to our dissatisfaction. A few days later, we received a reply to our email.
Thank you for your e-mail to alert us of the recent experience you had with Horizon Organic® Half & Half. We have notified our Quality Assurance Department so they can investigate this matter.
Best quality food products have been WhiteWave Foods’ passion since its beginning. Around here, every single person shares that goal and takes pride in our record of achievement. Incidents like the one you reported are rare, and we apologize for the inconvenience.
For us, the good news is that you cared enough to let us know about it. Thank you for that. You will receive a coupon in the mail within 7-10 business days.
We hope you will continue to enjoy our products.
Sincerely,
xxxx xxxx
Consumer Response Representative
Couple weeks after that, we received a coupon for a free creamer in the mail. My wife was extremely satisfied with their customer service.
The email we sent to the Horizon company that three parts that I want to emphasize:
1. Customer Loyalty – The first part summarized how we were loyal customers to the Horizon brand and described how we loved using all their products. It also emphasized the greatness of their product quality.
2. Problem – The second part of the email summarized why we were unhappy with one of their products. It described the events that lead to our dissatisfaction and why we were unhappy about it.
3. What You Want – The final part of the email indicated what we wanted. We didn’t want to limit ourselves by requesting something specific, but left it up to them by asking them what they can do to help us bring back the trust we once had in their products.
It was a very short and concise and right to the point kind of email. We ended up with a coupon for a free creamer.
Have you complained about something you weren’t happy about and got what you wanted?
photo: Free Horizon Coupon With Letter, Charles
{ 2 comments… read them below or add one }
hahaha this is similar to how you argue in court
I have the exact same problem with iynthang sweet. Just the slightest taste, and I’ll spend the next few days obsessing about sugar. Suddenly, I’m aware of every temptation in the supermarket. I start remembering all the garbage I used to eat, and it all suddenly sounds so good again.In some ways, knowing this actually helps me resist the impulse. I know that there will never be enough for me once I try something. It’s not like I can have the one bite and enjoy a sense of satisfaction. I’m not wired that way; it’s just opens up a bottomless pit of wanting more & more. It makes it seem pointless to get started.