Earnest Eats Reviews (2)
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Earnest Eats Rating
Description: Food Products - Organic
Address: 444 S Cedros Ave #260, Solana Beach, California, United States, 92075
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Review: In late March 2013 my wife bought a box of Earnest Eats brand granols bars at [redacted] in Denver, CO. That week she opened the box and took a bite of one of the granola bars. Shortly thereafter she noticed a white film along the bar. She then discovered several worms inside the granola bar wrapper. We then inspected the rest of the bars in the box and found another of the bars also had the white film with worms inside the package. I contacted the company and sent them pictures of the worms. After about 4 email exchanges the company has yet to offer us a refund. This is unacceptable.Desired Settlement: We want an apology from the company, an explanation as to what happened, and a refund of our purchase money.
Business
Response:
From: [redacted] [mailto:[redacted]@earnesteats.com]
Sent: Wednesday, May 22, 2013 3:54 PM
To: [redacted]@sandiego.Revdex.com.org
Subject: Earnest Eats Complaint ID #[redacted]
This is in response to ID
#[redacted] received on 4/15/2013.
Mr. [redacted] sent an email
to Earnest Eats regarding the worms in his product on March 29, 2013. We responded
promptly and developed an
email correspondence on April 1, 2013.
On April 1, 2013 Mr. [redacted] sent
photos that we requested. [redacted] our Operations and Operations
Director at Earnest Eats
was cc'd on the emails and was asked to investigate right away with our
manufacturer. We also sought advice externally from a Food Science expert
to understand what type of worms these were and if they are typically found in
the food supply and responded back to Mr. [redacted] on 4/5/13 as follows:
This appears to be an
Indian Meal Moth larvae, a common pest for grain based foods like granola bars
and cereals. We have had no other complaints of infestation, and will
continue to monitor and investigate. It is likely that the bar wrapper
may have had a pinhole or a poor seal that was not noticed in production and
packaging of the material, which allowed the infestation to occur.
We acknowledge that we did
not offer a refund right away as we were investigating. Retrospectively,
we should have offered the refund right away while we were investing. We
had a number of people involved in the investigation and were doing our best to
fully understand the issue and unfortunately, overlooked the refund
initially. We communicated by email over
15 times with Mr. [redacted], sent a refund, offered our sincere apologies and
executed a full investigation with the manufacturer to make sure the issue is
addressed.
We feel the issue has
been fully resolved. Mr. [redacted] has expressed his appreciation for
resolving this issue and the follow up. Here’s an excerpt of one
of our last emails from him on April 30th, 2013 “You didn’t miss
anything, and I really appreciate you paying attention to this matter.”
Earnest Eats takes the
production of our foods very seriously and do our best to ensure we are
delivering the highest quality products to our consumers. Customer service is also very
important to us and each email that is received is responded to in a timely
manner and we try our best to make our customers happy and satisfied. In
this case, we should have offered a refund right away and appreciate Mr. [redacted]'s understanding and
patience with us as we worked through the investigation.
Earnest Eats
444 S Cedros Ave #260
Solana Beach,
California 92075
f. ###-###-#### [redacted]@earnesteats.com www.earnesteats.com
-----Original
Message-----
From: [redacted] [mailto:[redacted]]
Sent: Tuesday, April 30, 2013 5:31 PM
To: [redacted]@earnesteats.com
Subject: Re: Worms
Hey Jodi,
You didnt miss anything,
and I really appreciate you paying attention to this matter. To be honest
with you, we arent sure how much we paid and we would have to go by Target to
figure that out. Can we justestimate? I believe they were between
$7-$9.
On 4/30/13, [redacted]@earnesteats.com <[redacted]@earnesteats.com wrote: Hi [redacted], Are you able to send
me a price so we can make sure to send a check
> out. I have not
heard back from you yet and wanted to follow up so we do not end up in the
same boat we did last time with a drop off in
> email or a possibility
of one getting missed. Below is the last communication I had
with you. Thank you, [redacted]
>
> Earnest Eats 444 S Cedros Ave #260
>
> Solana Beach,
California 92075 f. ###-###-#### c.
###-###-#### [redacted]@earnesteats.com
www.earnesteats.com
> <http://www.earnesteats.com/Description: cid:[email protected]
>
> Description: cid:[email protected] From: [redacted] [mailto:[redacted]] Sent: Friday, April
26, 2013 9:24 AM
> To: [redacted]@earnesteats.com; Margaret [redacted]
> Subject: Re: Worms Marge, Do you know how much
we paid for those Earnest Eats granola bars that
> had the bugs in them?
[redacted]s going to mail us a reimbursement check. [redacted] On Fri, Apr 26, 2013
at 10:22 AM, <[redacted]@earnesteats.com> wrote: Thank you [redacted], again,
please accept our apologies. I do not want to
> bother you with
providing a receipt. Can you please just let me know
> the amount so we can
get a check out to you? Thank you, [redacted] Earnest Eats 444 S Cedros Ave #260
>
> Solana Beach,
California 92075
>
> f. ###-###-#### c.
###-###-#### [redacted]@earnesteats.com
www.earnesteats.com <http://www.earnesteats.com/ Description: cid:[email protected] Description: cid:[email protected]>
>
From: [redacted] [mailto:[redacted]]
> Sent: Thursday, April
25, 2013 4:24 PM
> To: [redacted]@earnesteats.com
> Subject: Re: Worms Thank you. 614
S. Race St. Denver, CO 80209. On Thu, Apr 25, 2013
at 4:18 PM, <[redacted]@earnesteats.com> wrote: [redacted], I truly am sorry that
this was overlooked, we really do try our best
> operating as a small
company. I cannot find that email (below) to me
> however but regardless
we want to make sure you receive your refund. If you can, please send me
your mailing address so we can send you a check. Thank you, [redacted] Earnest Eats
>
> 444 S Cedros Ave #260
>
> Solana Beach,
California 92075 f. ###-###-#### c.
###-###-#### [redacted]@earnesteats.com
www.earnesteats.com <http://www.earnesteats.com/ Description: cid:[email protected] Description: cid:[email protected] From: [redacted] [mailto:[redacted]]
> Sent: Thursday, April
25, 2013 3:02 PM To: [redacted]@earnesteats.com Cc: [redacted] Subject: Re: Worms This was sent on April
5 and all correspondence stopped at that point, which is what we felt was
inappropriate. [redacted] <[redacted] Apr 5 to [redacted] Thanks [redacted], My entomologist friend
also suggested that these were meal larvae. We aren't worried that the
bugs are poisonous, we were just curious as to their identity. Also,
I would agree with you that this was likely a sealant issue, except that 2
of the 6 or so bars in the box appeared to be infested. Both of the bars had a
white, spider-web like material around them which I presume was from the
bugs. We fully expect a
complete refund at a minimum, by the way, which we are surprised you have not
yet offered to us after several conversations. Sincerely, On Thu, Apr 25, 2013
at 3:56 PM, <[redacted]@earnesteats.com> wrote:
> Understood, thank
you. I do not see the request for a refund however should have been offered
regardless. As I mention, we always offer free product or refunds whenever we
get a complaint. Your email involved more than one of us so perhaps this is
where it got lost with the numerous emails being exchanged. I will address the
complaint with the Revdex.com but I think we answered your email in a very quick
turnaround and also addressed what the insect was, per your request, by doing
further outside research. I will plan to forward these correspondences to the
Revdex.com in response. We would be happy to
send you check for the amount of the product. Again,
> our apologies for the
refund overlook, that is definitely not our policy and an overlook on our
part. Best, [redacted] Earnest Eats 444 S Cedros Ave #260 Solana Beach,
California 92075
>
> f. ###-###-#### c.
[redacted]@earnesteats.com
www.earnesteats.com <http://www.earnesteats.com/>
>
> Description: cid:[email protected] Description: [redacted] From: [redacted] [mailto:[redacted]@gmail.com] Sent: Wednesday, April
24, 2013 11:09 AM To: [redacted]@earnesteats.com
> Cc: [redacted] Subject: Re: Worms Thanks for your email
[redacted] I appreciate you guys'
offer to reimburse us for our purchase and to provide coupons. I
assume you are writing in response to my complaint with the
> RevDex.com. I do not like to do that, especially to new,
> smaller companies
trying to make it in the food world, but I do think it is unacceptable that when
I inquired about a refund, the email correspondence between us all of a
sudden stopped. My last email to you was sent almost three weeks ago with
no response. I also feel like you should have offered to refund us our money
immediately. We should not have to ask for a refund
> when we purchase a
food product that is infested with bugs. Obviously the
> $7, or whatever the
cost, is not a significant amount of money. This is
> more a matter of
principle. A consumer who pays hard earned money for a product expects that
the product is what it is supposed to be. If it is not, the consumer
should not have to eat that cost. I hope that you guys
> will rectify this
situation and handle similar complaints more
> professionally in the
future. Thanks, [redacted] On Wed, Apr 24, 2013
at 11:57 AM, <[redacted]@earnesteats.com> wrote: Hi [redacted], My apologies if the
refund a/o free coupons was overlooked as both [redacted] and I were very much
involved in your email and trying to resolve the issue and
> provide you the
answers you requested. We really do our best to respond right away and offer
apologies and how to make it better and I thought we did that with you with
the exception of the refund which most absolutely we can offer along with
free coupons to give us another try, this is our
> protocol. There
was some overlap in the communication back and forth.
>
>
>
> Earnestly, [redacted] Earnest Eats
>
> 444 S Cedros Ave #260 Solana Beach,
California 92075 f. ###-###-#### [redacted]@earnesteats.com
www.earnesteats.com <http://www.earnesteats.com/ Description: [redacted] Description: [redacted] From: [redacted] [mailto:[redacted]@earnesteats.com]
> Sent: Friday, April
05, 2013 3:56 PM
> To: '[redacted]'
> Cc: '[redacted]' Subject: RE: Worms Hi [redacted], This appears to be an
Indian Meal Moth larvae, a common pest for grain based foods like granola
bars and cereals. We have had no other complaints of
> infestation, and will
continue to monitor and investigate. It is likely that the bar wrapper
may have had a pinhole or a poor seal that was not oticed in production
and packaging of the material, which allowed the
> infestation to occur. Earnestly yours, [redacted] earnest eats 444 S. Cedros Ave #260 olana Beach CA 92075 ###-###-#### [redacted]@earnesteats.com From: [redacted] [mailto:[redacted]]
> Sent: Thursday, April
04, 2013 5:23 PM
> To: [redacted]@earnesteats.com>
> Cc: [redacted]
(Earnest Eats)
> Subject: Re: Worms I believe my wife
bought the granola bars at the Super Target located at
> 4301 E Virginia Ave in
Glendale, CO.
>
>
>
> We contacted the store
manager and let him know about the issue. He said he
> was going to check the
shelf and open some other boxes to see if there were
> worms in other boxes.
I will confirm that this was the location where the
> bars were purchased
with my wife. I was not with her when she purchased the bars, but I am 99%
sure it was this target. Do you guys have an
idea as to what type of insects these are? I sent the
> photos to an
entomologist friend to get her opinion. On Apr 4, 2013, at
4:10 PM, [redacted]@earnesteats.com> wrote: [redacted], Can you please give me
the location of the store you purchased at?
>
>
>
> Thank you,
>
>
>
> [redacted]
>
>
> [redacted] Earnest Eats 444 S Cedros Ave #260 Solana Beach,
California 92075f. ###-###-#### c.
[redacted]@earnesteats.com
www.earnesteats.com <http://www.earnesteats.com/[redacted]From: [redacted] [mailto:[redacted]]
> Sent: Wednesday, April
03, 2013 5:46 PM
> To: [redacted]@earnesteats.com
> Cc: [redacted]
(Earnest Eats)
> Subject: Re: Worms Please keep us posted
as to the results of your investigation Thank you, [redacted] On Mon, Apr 1, 2013 at
4:21 PM, <[redacted]@earnesteats.com> wrote: Thank you, I forwarded
to [redacted] separately. Thank you for sending along the
> photos we are
investigating promptly! Earnestly, [redacted] Earnest Eats 444 S Cedros Ave #260 Solana Beach,
California 92075 f. ###-###-#### c[redacted]@earnesteats.com
www.earnesteats.com <http://www.earnesteats.com/ [redacted] From: [redacted] [mailto:[redacted]]
> Sent: Monday, April
01, 2013 12:45 PM
> To: [redacted]@earnesteats.com Subject: Fwd: Worms [redacted], Please confirm receipt
of the 9 photos attached. Also, I did not see [redacted] copied on your
previous email. [redacted], I am very disturbed to
hear this. Can you please send me photos. I have
> including [redacted]
on this email as he handles quality control with our anufacturing
facility. I am so sorry for this experience you had as we take great pride in
producing and delivering the very best products. Earnestly, [redacted]
> Earnest Eats 444 S Cedros Ave #260 Solana Beach,
California 92075 f. <tel:###-###-####> ###-###-#### c. <tel:###-###-####[redacted]mailto:[redacted]@earnesteats.com> [redacted]@earnesteats.com
> <http://www.earnesteats.com/> www.earnesteats.com -----Original
Message-----
>
From: [redacted] [mailto: <mailto:[redacted]]
> Sent: Friday, March
29, 2013 5:45 PM
> To: <mailto:[redacted]@earnesteats.com> [redacted]@earnesteats.com Subject: Worms in
granola bars From: [redacted] mailto:[redacted] Subject: Worms in
granola bars Message Body: My wife and I live in
Denver, CO. This past weekend my wife bought a box of your Earnest Eats
Chewy Granola Bars, Power Grains & Flax from Target. Today she opened one
of the bars and took a bite. Shortly after she swallowed she noticed
there was white all around the side of the bar and there were worms in
the bar and in the package. We inspected the rest of the bars in the box
and noticed the same white, web-like material around a couple of the other
bars. We took pictures of the box (including bar code #), the worms and the
affected bars. This is very disturbing. Please
> contact us
immediately. <tel:###-###-#### ###-###-####
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: I purchased a canister of "Hot & Fit Cereal" by Earnest Eats on Wednesday April 24, 2013. On Thursday April 25, 2013 I opened the canister and made myself one serving of oatmeal. After a few bites, I noticed something in my mouth felt hard. After taking "it" out of my mouth I discovered it was a sharp ended piece of wood. About one inch long. I had planned on giving my seven year old daughter this oatmeal but upon discovering a sharp piece of wood (resembling a broken toothpick) I, of course have decided that it is not a safe product for my family or I to consume.Desired Settlement: A recall of the product due to its unsafe consumability.
Business
Response:
From: [redacted] [mailto:[email protected]]
Sent: Wednesday, May 22, 2013 3:56 PM
To: [redacted]@sandiego.Revdex.com.org
Subject: Earnest Eats Response complaint ID [redacted]
This email is in response to
complaint ID [redacted] on 4/25/13:
When we received this complaint from the Revdex.com it was the
first we have heard of this issue. We would be happy to offer a refund to
the consumer for the product that was purchased.
It appears that this foreign object was introduced somewhere
along the supply chain from the processing of the grains to the manufacturing
of the final product. We have not received a complaint such as this before or
since on our hot cereals which leads us to believe this is an isolate
incident. Our manufacturing partner has been alerted and we will
continue to follow our rigorous high quality standards. In order to
further investigate we would require a lot number, the exact item as
well as the piece of wood so we can evaluate where it may have come
from.
Sincerely,
Earnest Eats
444 S Cedros
Ave #260
Solana Beach,
California 92075
f. 858-793-3662
[redacted]@earnesteats.com www.earnesteats.com