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Complaint Details


Posted byKelly Imbleau 
Organization / Product Details
Organization Name
Product/Service Descriptiontriscuit Thin Crisps
Warranty StatusUnder Warranty.
Complaint Details
Reason for ComplaintCustomer Service 
Complaint Rating10(in a scale of 1 to 10)
Name of the Company EmployeeSeveral Executives 
Complaint Details

At Christmas last year I purchased a box of Triscuit Thin Crisps for our local supermarket. That evening we had a large group of friends and family over for dinner and I used the crackers I had purchased to compliment a cheese platter I had put together. During the gathering a guest noticed a questionable mass baked inside one of these crackers that looked like a large bug. As you can imagine I was incredibly humiliated as a lot of effort went into making this function a success. Jokes were made throughout the evening and many lost their appetites as they too were eating the cheese platter. I contacted the Kraft Company and the Canadian Food Inspection Agency that week and have been in contact with the inspection agency on and off to date. I am awaiting investigation information. My concern was initially for the safety of the consumer.

After contacting Kraft Foods in Canada and in the US, and receiving little concern about this matter on their end my concern grew. Kraft is one of the largest companies in North America and I was very surprise to discover that they didnít seem to care about this situation. First I received a checque for the amount of replacement cost for the crackers which I considered an insult as the product ruined an $800 evening and attached to the checque was a letter blaming the grocery store where I purchased this product. It is very evident that the bug entered the product at the factory as it is baked right into the cracker. This insulted me further. Grocery stores are responsible for their success as a company and to try to pass the blame off on them when they knew this was their responsibility was appalling.

Since that time I have not purchased one product from Kraft as I donít feel safe about their products. Several of our friends and family have expressed the same opinions as well, especially the group that was in attendance at our holiday get together. Everyone seems to continue to mention this incident every time we get together and it still remains embarrassing for me and my family. I feel if the situation was handled differently perhaps my current opinion of the product would be different.

Itís a shame that big companies have such little regard for the people who are responsible for making them a success. A consumer has little or no power over large businesses. Perhaps if Kraft is aware that not every consumer will just accept bad customer service than they will change their policies in the future.

Sincerely, Kelly Imbleau


Solution of your complaintNot sure but an apology and assuming some responcibility would be nice. 
ActionI have already recieved the run around for 8 months. I have contacted the Better Business bureau and the government food inspection agency. 
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