Ferrara Pan Candy Company

Ferrara has reach out on multiple occasions to retrieve the sample and listen to the customer's needs Please see the corresponding timelines below We have been in constant contact with consumer.8/22/17: Ms [redacted] states that she found a piece of rubber in a Brach’s Peppermint Star briteWe asked her for her physical mailing address so that a postage paid envelope could be sent for item retrieval.8/25/17: Ms [redacted] stated that she was upset that no one from Ferrara has contacted her regarding this issueShe also stated that she would go to the Revdex.com with this issue if it was not taken care ofOnce again, we asked her for her physical mailing address so that a postage paid envelope could be sent for item retrievalShe then responded with her address and a picture of the foreign object in question.1/22/18: Ms [redacted] posted on [redacted] that she has had no response from FCC regarding her issue FCC reached out and told her that we have yet to receive her sample Also explained that we cannot perform an investigation without a sample, as we take this allegation quite seriously.1/23/18: Ms [redacted] has been told yet again that we need the item in question to perform an investigation Here she admits that she sent back the pre-paid envelope over a month ago She also added that she sent back a handful of candy, as she had thrown out the “rubber”Again, she was told that we need the physical specimen She was very upset and was told that we would override as we have no codes or samples and issue her a $couponShe then hung up.1/23/18: Came into the news that Ms [redacted] has contacted the Revdex.com She has also asked to speak with a Manager Janet phoned her and extended a $coupon She accepted and this case is now closed.We consider it closed on our end Thank you for letting us know this issue This allows us to become a better company

Complaint: ***
I am rejecting this response because: This business failed to honor their satisfaction garuntee and this should reflect negatively on the companyAdditionally the business is misrepresenting the facts of this caseBoth Janet and Mindy were rude and dismissive when trying to reach an amicable resolutionAs a customer I shouldn't have to beg the company to honor their own satisfaction guarantee as printed on their productsAdditionally I complied with everything the company asked me to do and gave photographic proof of a foreign object found in my candyWhat's this business customer service practice is deplorable at best.
Sincerely,
April ***

Ferrara has reach out on multiple occasions to retrieve the sample and listen to the customer's needs.  Please see the corresponding timelines below.  We have been in constant contact with consumer.8/22/17:  Ms. [redacted] states that she found a piece of rubber in a Brach’s Peppermint...

Star brite. We asked her for her physical mailing address so that a postage paid envelope could be sent for item retrieval.8/25/17: Ms. [redacted] stated that she was upset that no one from Ferrara has contacted her regarding this issue. She also stated that she would go to the Revdex.com with this issue if it was not taken care of. Once again, we asked her for her physical mailing address so that a postage paid envelope could be sent for item retrieval. She then responded with her address and a picture of the foreign object in question.1/22/18:  Ms. [redacted] posted on [redacted] that she has had no response from FCC regarding her issue.  FCC reached out and told her that we have yet to receive her sample.  Also explained that we cannot perform an investigation without a sample, as we take this allegation quite seriously.1/23/18:  Ms. [redacted] has been told yet again that we need the item in question to perform an investigation.  Here she admits that she sent back the pre-paid envelope over a month ago.  She also added that she sent back a handful of candy, as she had thrown out the “rubber”. Again, she was told that we need the physical specimen.  She was very upset and was told that we would override as we have no codes or samples and issue her a $5.00 coupon. She then hung up.1/23/18:  Came into the news that Ms. [redacted] has contacted the Revdex.com.  She has also asked to speak with a Manager.  Janet phoned her and extended a $7.50 coupon.  She accepted and this case is now closed.We consider it closed on our end.  Thank you for letting us know this issue.  This allows us to become a better company.