Mrs. Fields Original Cookies Complaint - customer service complaint
GLASTONBURY, CONNECTICUT -- I find it necessary to write this letter because I got no satisfaction when I called your customer service representative on Monday evening, January 8, 2001, concerning my complaint about a gift I received. A gift tin of a cookie assortment was received by me a few days before Christmas. I unwrapped the outside packaging to reveal the square, red, vacuum sealed tin and proceeded to put it aside till after Christmas. In the chaos of the holiday, I must not have noticed the warnings on the outside packaging about the need to consume this product within the week, to ensure its freshness. I saw the vacuum seal and assumed it to be safe for a short while. I admit to not opening the box until a week after Christmas and found that the cookies were quite stale and not nearly as appealing as the ones I've tasted at the retail stores. I then noticed your friendly message at the bottom of the tin as follows:"If for any reason you are not fully satisfied with your cookies, please let us know, and we will replace them immediately". This statement is very misleading and should not be worded as it is unless you are willing to abide by it. When I called your representative with my complaint, he proceeded to question me so extensively and in such detail, that I began to feel as though I was being suspected of trying to defraud your company. The gentleman was polite and apologetic, but unyielding. I still cannot believe the time I spent explaining the details of this simple event and could not get the replacement cookies that are promised to me on the tin. I realize now, that I should have consumed the cookies sooner, but I've never had your shipped products before, and I certainly will not be eager to purchase your mail order gifts in the future. When a customer has a disappointing experience and has to deal with company rules that seek to protect their own interests instead of the customer's satisfaction, the customer has no desire to deal with that company again, or recommend it to anyone else. I am very surprised that a company as prominent as yours, does not understand that. At this point, I do not even care whether I get any replacement cookies. I just wanted to be sure that you realize that your customer complaint policy is extremely disappointing and potentially damaging to your reputation.