Royal Caribbean Bakery

Review: Customer Services & Product Issues While visiting in New york we had the misfortune of buying what we thought were a fine product a transitional family favorite Jamaican Beef patties but this brand is quite lacking1) one of the most horrible customer services dept 1a)Lacking basic professional courtesy NOT friendly nor polite 1b) customer representative speak down towards its customers oppose to speaking with customer2) product was inferior i.e. due to broken not solid patties as advertise 2a) appearance discolored and unpleasant smell3) company failed to warn of proper use in cooking look at plates where patties within cooking package damage microwave able plate see imprint3a) mailed (4) UPC's and receipt company failure to respond in according to following address Caribbean Food Delights117 route 303 Tappan, NY 10983###-###-####we believe this product should be re-examine and possibly pull from shelves of BJ'sDesired Settlement: refund and if possible damage reimbursement

Business

Response:

July **, 2013

Dear Mr. [redacted],

RE: Revdex.com Customer Complaint ID# [redacted]

Thank you for bringing this letter of complaint to our attention through the Revdex.com. Outside of this medium, the issues you experienced would not have been brought to our attention. We do regret the inconvenience you have encountered and we can assure you that we are anxious to retain you as a satisfied customer.

We have been in business for over 35 years and we pride ourselves in excellent customer service and quality products as we believe that these have played a significant role in the hallmark of our success over the years. We have taken extensive measures to professionally train and equip our staff to handle all customer related issues, whether positive or negative. Whenever situations occur that question our customer service integrity, we don’t take that lightly. As it relates to the quality of our products, we want to assure you that Caribbean Food Delights is a USDA-inspected plant and a HACCP approved company. All Caribbean Food Delights’ products are produced under close supervision of a USDA inspector and our Quality Control and Production managers. We want to let you know that we received our Safe Quality Food (SQF) re-certification in November 2012 and have been certified since 2010. The SQF Program is a leading, global food safety and quality certification program and management system, designed to meet the needs of buyers and suppliers worldwide. The Program provides independent certification that a supplier's food safety and quality management system complies with international and domestic food safety regulations. This enables suppliers to assure their customers that food has been produced, processed, prepared and handled according to the highest possible standards, at all levels of the supply chain. We are proud to announce that we are the only Jamaican frozen food manufacturer that is SQF certified in the world.

Based on the complaints you have presented, we had conducted an internal investigation which not only included our general staff, but also both lower and upper tier management levels, and based on the findings, our staff members were unaware of your name and the issues in your complaint. Therefore, we now need to conduct an external investigation which will include your assistance in order to resolve this matter swiftly and fairly.

To culminate this process, we will need some additional information immediately. We are requesting if possible, the name or names of our company representatives you spoke with; a copy of your accompanying letter you enclosed with the UPCs you mailed in and pictures of the unsatisfactory product you purchased.

Being reported to the Revdex.com is not something our company takes lightly and these complaints must be addressed with utmost urgency. In the meantime, all managers in charge of all departments implicated in your list of complaints have taken or are implementing steps to prevent a recurrence of this nature.

Also, seeing that you were unable to enjoy your purchase, we would like to offer you some replacement coupons for some of our delicious Jamaican Beef Patties. Please let us know if you are willing to accept our offer and if yes, we will be more than happy to mail them to you.

We hope to hear from you soon as we look forward to resolving this issue immediately. If you need to contact us, please do not hesitate to contact me personally by telephone at ###-###-####, by email at [redacted]@caribbeanfooddelights.com or at the above mailing address.

Thanks again for giving us the opportunity to amicable resolve this issue.

Yours truly,

Customer Service

Caribbean Food Delights

Home of the Best Jamaican Products!

Affiliate: Royal Caribbean Bakery