Letters of complaint.

I remember a few weeks ago there was a thread about do you complain to companies?.
Well not long after that I was getting Ryu's food ready and I found a bone about 13mm long in the canned food . So I asked my wife to write a letter of complaint because a bone that size could lodge in Ryu's throat.
Well 5mins ago someone came to the door with a package, the time being 2020hrs on a Saturday, its quite unusual. In the package was 4 tins of their more expensive range of wet food and 2 fish treats accompanied by a very apologetic letter. According to the company/manufacturer when fish is being prepared for wet food, it is steamed first to remove large bones and after that, their employees actually go through by hand looking for large bones. This particular time it was missed so they are now investigating how it happened.
Part of me thinks the investigating part could be a little over board but the other part of me is happy that they are finding out why the bone was missed and ensuring it wont happen again. Who knows, next time someone might not be so lucky.

I had almost forgotten about it, because it was at least 2 weeks ago we sent the letter. At least I think it was.

I just wanted to share this experience with you. When we complained about Neko getting sick from Diego, they said they would reimburse the vet bills, and thats exactly what they did, they put the money in an envelope and sent it, but they didn't even take the time to enclose a note to say this, is your reimbursement, and or we apologise for this inconvenience.

Just goes to show the difference between companies who take pride in what they do and or produce and those who are in business for a quick buck.

Geez, I'm really going to have to get out the pencil and paper more. I guess companies really pay attention to snail mail these days! Back when my husband was eating Shredded Wheat cereal he found a twig in the box. It was about 1.25 in (3 cm) long. We kept it for a while and then threw it out.

Next time, I'm writing a letter!

Good for you! I'm glad you got some freebies out of it.

Originally Posted by SwampWitch

Geez, I'm really going to have to get out the pencil and paper more. I guess companies really pay attention to snail mail these days! Back when my husband was eating Shredded Wheat cereal he found a twig in the box. It was about 1.25 in (3 cm) long. We kept it for a while and then threw it out.

Next time, I'm writing a letter!

Good for you! I'm glad you got some freebies out of it.

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Snail mail is best because its a hard copy, and they can't just hit a delete button.

The worst experience with things in food was, I bought a mini custard pie from a supermarket, so I took it right back, they gave me a different cake as replacement and that had a 2inch piece of glad wrap in it (the plastic film used for covering food) so then I spoke directly to the manager coz I was p*ssed, he said I can have yet another replacement and I told him that I want nothing else that has been made on your premises. I ended up with several bags of biscuits from a reputable company.

Often I have just rang manufacturers and they deal with it over the phone, but a letter gets a little more attention since its in writing, it means you are very serious.

WAY TO GO DEIGO....

I have emailed companies myself and it works most times they will send a little thank you gift (which I thought was a big deal...

but I will start writing letters instead if need to .

I'm happy that Ryu didn't eat that bone OMG I know things can happen but it seems that some companies just don't take the care that they should.

Our fur-babies can pay the price !!!!!

That is so cool that they did that! Complaints really do work with some companies, especially when it comes to food. Putting it in writing is the best thing to do.

Originally Posted by heavenangels

I'm happy that Ryu didn't eat that bone OMG I know things can happen but it seems that some companies just don't take the care that they should.

Our fur-babies can pay the price !!!!!

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I get the feeling from the letter its not something that happens very often, especially if people go through by hand, looking for large bones.
I always figured they just grind the meat up and hope for the best.

That's what I was thinking myself but I guess not. I'm not glad this happened to you and ryu and like I said before OMG grateful you caught the bone on the flipside I'm sure going to check from now on.
Thanks for bring this to our attention

Originally Posted by DIEGO

I get the feeling from the letter its not something that happens very often, especially if people go through by hand, looking for large bones.

I always figured they just grind the meat up and hope for the best.

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I have never found anything strange in food or anything I've bought but I definitely will complain now if that happens. Most manufacturers, even though you are only one customer, highly value each customer.

I've often found also that if you write a company and ask them a question or tell them how much you like their product, they will often send you free samples or coupons. Such is the case with Meow Mix and me last week!

I had a problem with Fancy Feast last year. I found large chunks of bone in it. I took pictures and emailed the company with batch code. They sent me a letter saying they would look into it and I got some coupons in the mail. Since they poo-poo'ed it, I just avoid the 2 flavors I found that in.