------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Fri, Dec 4, at 9:AMSubject: Fwd: Consumer Complaint ID [redacted] To: [redacted] < [redacted] @myRevdex.com.org> ---------- Forwarded message ----------From: R [redacted] , Claudio < [redacted] @ [redacted] .com>Date: Fri, Dec 4, at 9:AMSubject: Consumer Complaint ID [redacted] To: "[email protected]" Dear Revdex.com of Metro Washington DC and Eastern Pennsylvania: I am writing in reference to Consumer Complaint ID [redacted] (November 9, and November 20, letters attached)Thank you for providing New World Pasta Company (“Company”) an opportunity to respond to the above referenced consumer complaint We take customer satisfaction seriously and guarantee customer satisfaction Therefore, we are concerned and sorry that [redacted] has purchased Company’s pasta “numerous times” and found bugs [redacted] accordingly seeks $in purchase price reimbursement All of our pasta products are manufactured, packaged, transported and stored in accordance with the US Food and Drug Administration’s food safety standardsWe are also Global Food Safety Initiative (GFSI) certified GFSI certification means that our production facilities have successfully passed third party audits against the food safety standards which have undergone a rigorous peer review and are recognized by leading retailers and manufacturers internationally Although we take great precautions to prevent infestation, a product may develop a problem when it is outside of our controlFood products can develop a problem in rail cars, delivery trucks, warehouse facilities, grocery shelves or even the pantries of consumers Grain insects are attracted to many different types of food products including cereals, dried fruits, rice, pasta, crackers and many other pantry items These pests can travel between products and through various types of packaging including boxes, poly bags, and cellophane wrap [redacted] also claims that she has complained “numerous times” and “nothing gets done” The Company maintains detailed records of customer correspondence, including complaintsOur customer care records show that [redacted] contacted the Company once regarding product infestation in November (see screenshot attached)At that time, she claimed that she purchased three boxes of pasta which were infested, and in response, we sent [redacted] four replacement coupons for the pasta productsWe have no record of [redacted] contacting us via email, letter or phone since that time We are disappointed and surprised to learn of [redacted] ***’s alleged repeated experience of infestation in our productsWe keep detailed production records of all of our pasta products If [redacted] could share the production code, we would like to track the production of the product to ensure that other customers do not experience the same issue Consistent with our response, we would like to offer [redacted] free pasta product coupons for products which were infested and for which she can present a proof of purchase Best regards, Claudio R [redacted] Marketing Research Manager Allen Pkwy, Ste Houston, TX Office: ###-###-#### Mobile: ###-###-#### Email: [redacted] @ [redacted] .com
------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Fri, Dec 4, at 9:AMSubject: Fwd: Consumer Complaint ID [redacted] To: [redacted] < [redacted] @myRevdex.com.org> ---------- Forwarded message ----------From: R [redacted] , Claudio < [redacted] @ [redacted] .com>Date: Fri, Dec 4, at 9:AMSubject: Consumer Complaint ID [redacted] To: "[email protected]" Dear Revdex.com of Metro Washington DC and Eastern Pennsylvania: I am writing in reference to Consumer Complaint ID [redacted] (November 9, and November 20, letters attached)Thank you for providing New World Pasta Company (“Company”) an opportunity to respond to the above referenced consumer complaint We take customer satisfaction seriously and guarantee customer satisfaction Therefore, we are concerned and sorry that [redacted] has purchased Company’s pasta “numerous times” and found bugs [redacted] accordingly seeks $in purchase price reimbursement All of our pasta products are manufactured, packaged, transported and stored in accordance with the US Food and Drug Administration’s food safety standardsWe are also Global Food Safety Initiative (GFSI) certified GFSI certification means that our production facilities have successfully passed third party audits against the food safety standards which have undergone a rigorous peer review and are recognized by leading retailers and manufacturers internationally Although we take great precautions to prevent infestation, a product may develop a problem when it is outside of our controlFood products can develop a problem in rail cars, delivery trucks, warehouse facilities, grocery shelves or even the pantries of consumers Grain insects are attracted to many different types of food products including cereals, dried fruits, rice, pasta, crackers and many other pantry items These pests can travel between products and through various types of packaging including boxes, poly bags, and cellophane wrap [redacted] also claims that she has complained “numerous times” and “nothing gets done” The Company maintains detailed records of customer correspondence, including complaintsOur customer care records show that [redacted] contacted the Company once regarding product infestation in November (see screenshot attached)At that time, she claimed that she purchased three boxes of pasta which were infested, and in response, we sent [redacted] four replacement coupons for the pasta productsWe have no record of [redacted] contacting us via email, letter or phone since that time We are disappointed and surprised to learn of [redacted] ***’s alleged repeated experience of infestation in our productsWe keep detailed production records of all of our pasta products If [redacted] could share the production code, we would like to track the production of the product to ensure that other customers do not experience the same issue Consistent with our response, we would like to offer [redacted] free pasta product coupons for products which were infested and for which she can present a proof of purchase Best regards, Claudio R [redacted] Marketing Research Manager Allen Pkwy, Ste Houston, TX Office: ###-###-#### Mobile: ###-###-#### Email: [redacted] @ [redacted] .com