Sarabeth's

Review: In the course of eating a piece of toast with Sarabeth's Mixed Berry spreadable fruit, I ate what I thought was a stem. I did not see it. I then noticed what at first I thought was another stem on my toast and then it hit me - it was an insect leg! I looked like a wasp or something fairly large. I contacted Sarabeth's via their website. I got a reply from [redacted] who said she would send me a mailer to return the jar to them for inspection and said also I would get a replacement jar. As of November** I had received nor heard anything further so I contacted [redacted] again and she apologized for the oversight and said she would have something in the mail the next day. As of November ** I had again heard nothing and contacted her again. As of today (November**) I have heard nothing. (The yes as to health complaint is only due to the nature of the problem. I have no health issue known due to ingesting insect parts.)Desired Settlement: I find it disturbing that a company would have such a complaint lodged and not address it immediately. First, the offer of a replacement jar is something I would think the local store would do for any quality complaint. To have insect parts in your product and offer no more, along with failing to resolve the issue speaks to the company itself.

Business

Response:

Dear [redacted],I apologize for the circumstances relating to your complaint. Sarabeth’s prides itself on our products and service. Moreover we value each and every Customer; and over the nearly 35 years in business Sarabeth’s has gone to great lengths to respond swiftly and meaningfully to all Customers. [redacted] has been employed by Sarabeth’s for nearly one year and with very few exceptions has been an excellent employee. I make no excuses for [redacted] and she is fully aware of the gravity of this situation. There is no question that [redacted] performed poorly when not responding to you after several conversations. [redacted] fully appreciates that Customer Service is our number one goal and has accepted full responsibility for this mistake. I believe she has learned a valuable lesson and her approach to Customers will be much improved going forward.Regarding the debris in the jar of preserves we are once again apologetic and assure you that Sarabeth’s is committed to implementing quality control and maintaining standards throughout our facilities. We do use natural ingredients such as fresh and frozen fruits which do on occasion contain pits, shells and other natural debris. There is no doubt that finding a foreign object in a jar is unacceptable no matter what the circumstances. Sarabeth’s invests in and improves its systems and procedures every year to minimize such occurrences. We also evaluate suppliers and ingredients on a regular basis. Please accept my apologies on behalf of Sarabeth’s and the team of hard working employees that normally do an outstanding job representing the brand. Unless you object I would like to send you a gift box for the holidays as a gesture to compensate for your unpleasant experience with the brand. Please confirm your address as: [redacted] , [redacted] , [redacted] .Happy holidays and best regards,[redacted]Sarabeth’s www.sarabeth.com###-###-####[redacted]