Organic Valley

Thank you for reaching out to us to and bringing this concern to our attention. In looking into this further, it appears that this consumer, [redacted], initially contacted us on 10/23/17 at 9:59pm. Anytime we receive a consumer email, an automated response goes back to the consumer to let them...

know we will follow up within 48 hours. We did reply back to this consumer on 10/24/17 at 12:10pm in an effort to gather more information regarding the quality concern. Instead of replying back to this email chain, it appears that [redacted] sent in a new email on 10/24/17 at 12:13pm, thus receiving our automated response again. This happened two additional times, giving [redacted] the impression that we were spamming her.A free product replacement coupon was mailed out to this consumer on 10/25/17. We sincerely apologize for any confusion or trouble this may have caused [redacted].Attached is documentation of the email conversations.Please feel free to reach out to me with any questions or concerns.Kind Regards,[redacted]
Consumer Relations ManagerOrganic Valley/CROPP Cooperative509 Organic Drive, Cashton, WI 54619608-625-7204Consumer: [redacted]Email Audit LogIncident [redacted] Email Subject Line: Grassmilk - bad within 2 daysConsumer Email 10/23/17 at 9:59pm:I purchased your grass fed milk on Sunday at Winn Dixie. It was already bad today. I am disabled and l have no intention of having someone take me back there overturn most of it that is left.  I would like it replaced. Thank you.Auto response/reply 10/23/17 at 9:59pm: Thank you for contacting Organic Valley/Organic Prairie.Your inquiry is very important to us. One of our team members will be in touch with you within 48 business hours for support.Sincerely,Organic Valley/Organic Prairie Consumer Relations TeamAgent response/reply 10/24/17 at 12:10pm: Hello,Thank you for contacting us at Organic Valley. Please allow me to apologize for your recent experience with our Grassmilk. What you have described sounds like early spoilage. It is difficult to say how this happened. It could be the result of a handling or refrigeration problem at the distributor, trucking or retailer level. We will check our distribution channels and correct any problems that may be found. As an independent farmer-owned cooperative, we take great pride in our dairy products, any problem is considered serious and given full attention. If you would please provide some additional information, I would be happy to mail a coupon for free Organic Valley product replacement. By providing the following information, it will help us track the Grassmilk from the plant to your store and correct any problems that may be found.- UPC number - found near the bar code (This will allow us to identify which specific milk product you have)- Location (city + state where milk was purchased)- Sell By Date - Product Code (Found near the date)   I would be happy to compensate you for the Grassmilk that spoiled early. If you would also please include your full name and mailing address, I would be happy to get those coupons in the mail for you this afternoon. Thanks again for letting us know about this incident. I look forward to your reply.   Kind Regards,[redacted] O.Organic Valley / Organic PrairieConsumer Relations Associate1-888-444-6455 ext. 3701Consumer create a new incident: Incident [redacted] Email Subject Line: UpdateConsumer Email 10/24/17 at 12:13pm:Thank you. I just have begun the clean eating journey and your products came highly recommended. My address is [redacted] in Pembroke Pines, FL 33029. I plan to toss the unopened one as well as they were purchased at the same time. My name is [redacted].Auto response/reply 10/24/17 at 12:13pm: Thank you for contacting Organic Valley/Organic Prairie.Your inquiry is very important to us. One of our team members will be in touch with you within 48 business hours for support.Sincerely,Organic Valley/Organic Prairie Consumer Relations TeamAgent response/reply 10/24/17 at 3:31pm: Hi [redacted],Thank you for following up with me. If you would please provide some additional information, I would be happy to mail a coupon for free Organic Valley product replacement. By providing the following information, it will help us track the Grassmilk from the plant to your store and correct any problems that may be found.- UPC number - found near the bar code (This will allow us to identify which specific milk product you have)- Location (city + state where milk was purchased)- Sell By Date - Product Code (Found near the date)   Upon receiving the additional product information, I would be happy to get those coupons in the mail for you this afternoon. I look forward to your reply.   Kind Regards,Jen O.Organic Valley / Organic PrairieConsumer Relations Associate1-888-444-6455 ext. 3701Consumer created a new incident: Incident [redacted] Email Subject Line: Update10/24/17 at 3:34pm consumer attached a photo of the carton (photo was blurry)Auto response/reply 10/24/17 at 3:34pm: Thank you for contacting Organic Valley/Organic Prairie.Your inquiry is very important to us. One of our team members will be in touch with you within 48 business hours for support.Sincerely,Organic Valley/Organic Prairie Consumer Relations TeamConsumer created a new incident: Incident [redacted] Email Subject Line: UpdateConsumer Email 10/24/17 at 3:35pm:Purchased at Winn Dixie Sunday and l tossed the other who h curdled!!! I am not doing anything else. Next report will be to Revdex.com or my StateAuto response/reply 10/24/17 at 3:35pm: Thank you for contacting Organic Valley/Organic Prairie.Your inquiry is very important to us. One of our team members will be in touch with you within 48 business hours for support.Sincerely,Organic Valley/Organic Prairie Consumer Relations TeamFinal agent response/reply 10/25/17 at 8:47am: Replied through original incident [redacted]Hi [redacted],Thank you for providing me with the product information so I am able to pass this along to our Quality Assurance Team. I will get those coupons in the mail and they should arrive within about 10 business days, if not sooner. Again, thank you for your attention to this matter. We hope you will continue to enjoy Organic Valley products. Have a great day! Kind regards,Jen O.Organic Valley / Organic PrairieConsumer Relations Associate1-888-444-6455 ext. 3701