The JM Smucker Company

As we stated earlier, this situation is being reviewed by our internal teams due to suspected, repeat fraudulent activity by the individual(s) involvedThere will be no additional compensation offered to anyone associated with this caseUpon completion of our investigation, we will review our options and proceed appropriately

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ We wish to assure you that we take all consumer complaints very seriously and always act in good faith in attempting to reach a satisfactory resolutionWe've reviewed our records for the past twelve months and there is no indication of receiving any contact from Ms***In addition, the protocol for this type of product complaint is to send coupons for replacement productAs a courtesy we are sending Ms [redacted] two product coupons for her to use at her convenience

This situation is being reviewed by our internal team due to suspected, repeat fraudulent activity by the individual(s) involvedThere will be no additional compensation offered to anyone associated with this case

As we stated earlier, this situation is being reviewed by our internal teams due to...

suspected, repeat fraudulent activity by the individual(s) involved. There will be no additional compensation offered to anyone associated with this case. Upon completion of our investigation, we will review our options and proceed appropriately.

Initial Business Response /* (1000, 5, 2015/09/01) */
We wish to assure you that we take all consumer complaints very seriously and always act in good faith in attempting to reach a satisfactory resolution. We've reviewed our records for the past twelve months and there is no indication of...

receiving any contact from Ms. [redacted]. In addition, the protocol for this type of product complaint is to send coupons for replacement product. As a courtesy we are sending Ms. [redacted] two product coupons for her to use at her convenience.

I am rejecting this response because:
Inappropriate response, slanderous,& defaming. I am filing a complaint with the atty general office Ohio, & speaking to a civil atty re: suit. I dont understand this company & they seem out of line. I am in the Coast Guard & will not stand for this kind of bashing.

Initial Business Response /* (1000, 5, 2015/10/29) */
We wish to assure you that we take all consumer complaints seriously and always act in good faith in attempting to reach a satisfactory resolution.
Based on results from our Quality Assurance team, the submitted material appears to be...

hardened ground coffee. There are screens in place to break up the ground coffee however, based on the size of the material, it is possible that it made its way into the coffee canister.
Per Mr. [redacted]'s request the product was returned to him by Federal Express overnight delivery on 10/22/15. Included was a letter explaining the quality assurance results and two high value coupons for Mr. [redacted] to use at his convenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not answer my complaint. The QA Department states that the substance found in the coffee "Appears to be" hardened ground coffee. I would like a definitive answer. What was in the coffee?
As a Quality Assurance Manager, Senior Engineer and Quality Product Source Inspector/Auditor for over 30 years I know that this company would know exactly what was in the coffee within a day or two after receiving the items from me. The vagueness of the wording is indicative of not wanting to express the truthfulness of what was found.
Final Business Response /* (4000, 10, 2015/11/10) */
We have been in contact with Mr. [redacted] and assured him that the material in his product was hardened ground coffee and we are mailing him written confirmation per his request.
Final Consumer Response /* (2000, 12, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I talked to personnel at J.M. Smuckers and wiil accept their explanation. I only hope that their tests were conclusive in determining that it was hardened ground coffee.