Door County Coffee & Tea Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Shirley ***TOTALLY INAPPROPRIATE AND UNPROFESSIONAL RESPONSE. I WILL NO LONGER PURCHASE THIS BRAND OF COFFEE AND WILL BE SURE TO SHARE MY EXPERIENCE WITH FAMILY AND FRIENDS. THERE IS NO OTHER BRAND ON THE MARKET (AND I'VE TRIED MANY) THAT HAS STRANDS OF SARAN WRAP MEASURING 7" LONG AND A 1/4" WIDE FLOATING AROUND IN THE COFFEE GROUNDS

Below are the emails from most current to initial showing how we intended to resolve our customer's complaint: (email sent 11/1/from *** ***) Dear Shirley, I am *** *** of Door County Coffee and want to thank you for letting us know you were disappointed in our
product. Amanda forwarded the email exchange to me to see what she might have done better as an explanation and because I WANT to see any and all complaints from our customers. You are exactly right out non-edible objects in food, period! In this instance, the string is a food- safe filament that is added as a strip which runs the entire length of the package. It unrolls as the package unrolls and is sealed in the top and bottom to allow the gas to escape. The explanation from Amanda is correct, and I hope this gives you a bit more information about it. Our customers generally cut the top of the bag off, freeing the filament from the top seal, while it's still connected to the seal at the bottom of the bag. Most folks don't even notice it, as it's generally affixed to the inside of the bag. In your case, it must have become dislodged and appeared to be a foreign object!We understand your uneasiness with this item in your coffee! I assure you it is food-safe and is one of the methods food processing companies use to package any product that has to degas. We elected to chose this method because of the reliability vsone of the round valves that you see in many coffee packages. Many times the valves don't work and the coffee bags blow up We sure hope you will reconsider purchasing Door County Coffee! We don't want to lose you as a customer!If there is anything else I can do to help you, please let me know! Thanks for bringing this to my attention and for listening...... Warmest regards,Vicki *** Customer's response to Amanda's original response:-----Original Message----- dated 10/30/2017 From: Shirley *** [mailto:***]Sent: Monday, October 30, 10:AMTo: Info Subject: RE: Door County Coffee - Contact Us Amanda, Regardless what the purpose, any non-edible object should not be present nor should be consumed.......it could easily be overlooked and brewed with the coffee. Knowing this, I will no longer buy Door County coffee.........I have never experienced this issue with any other brand I buy. Your response was lame to say the least. -----Original Message-----From: Info [mailto:***]Sent: Monday, October 30, 10:AMTo: ***Subject: RE: Door County Coffee - Contact Us Good Morning Shirley, Thank you for contacting us and for the question about the plastic string in your package. That string that may seem out of place is there for a very good reason! After being roasted, coffee continues to give off natural gases for a time periodSince we package while our coffee is still very fresh, it will continue to release some gas after packagedThe plastic string you are seeing actually helps to release any air out of the bag to prevent it from exploding, but at the same time does NOT allow any air to creep inAir is one of the main factors that will damage coffee's fresh taste, so it is important that we keep it out of the bag! Please let us know if you have any questions and we apologize for any confusion. Warmest Regards, Amanda ***Door County Coffee & Tea Co###-###-#### Below is customer's original email to us:-----Original Message-----From: *** [mailto:***]Sent: Monday, October 30, 9:AMTo: Info Subject: Door County Coffee - Contact Us What can we help you with?: Questions concerning our coffee Email Address: *** Name - First and Last: Shirley *** Address: *** *** *** City: *** *** State: Illinois Zip Code: *** Phone #: *** Comments: I purchased a 10ozpackage of your Coconut Cupcakes ground coffee on 10/28/17, I buy your product all the time but in this package I found a long strand of what appears to be the consistency of saran wrap. I saved the piece if you would like to see it. The UPC code on the package is ***. There is a code below the expdateGCOCO 241.Please advise at your earliest convenience