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Earnest Eats Reviews (2)

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

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Description: Food Products - Organic

Address: 444 S Cedros Ave #260, Solana Beach, California, United States, 92075

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