ComplaintsforOld Fashion Foods Limited

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  The purpose of this email is to file a complaint against OLD FASHIONED FOOD Ltd. in Regina, Sk. Canada and receive a refund for a rancid product, and especially to warn other customers that this company does not stand behind their products, as promised on purchase. The product, ****** ******** ******** ***** * (120softgels) was purchased from the Victoria Ave. Store on October 2, 2023. It was delivered. The cost was $77.21. OLD FASHIONED FOOD LTD 501 Victoria Ave Regina, Sk. S4N 0P8 306-352-8623 I have used ****** ******** ******** ***** ** for a few years, on my doctor’s recommendation. My last 3 purchases contained capsules that were solidly stuck together, smelled very fishy, were dark in color and were leaking. I have the bill for the last one purchased on Oct 2, 2023. I kept trying to reach a store manager at my closest location of Old Fashioned Foods on Rochdale Blvd. in Regina, Sask. Canada with the issue as they are very expensive for me, and once my doctor saw their condition of the softgels in the bottle, he told me not to use them as they were rancid. ** **** *** ** ************ **** ***** **** ** *** **** **** ***** ** *** ********* *****. That store manager said he would contact the company representative and get back to me. He did not ever get back to me. After a month I called again and a different manager told me to contact the owner, ******, at the main store for delivering products, as it was delivered on that last occasion. * ** **** **** *** ************  On Jan. 19, 2024, I contacted ******, who turned out to be the actual owner of all the Old Fashioned Food Stores in Regina. *** *** **** **** **** *** ***** * *** * ******* ***** *** ******* ** *******. Although I was assured at purchase that Old Fashioned Foods stand behind their products, she only told me she would get in touch with ******, the General Manager and one of them would contact me. ( ***** ** **** **** ****** *** *** *** ** ******* ** *** ******** **** ******** ****) As I needed this ratio this product contains for my eye condition, I was hoping for a rapid exchange. This was on a Friday and the stores are also open on Saturdays. On Monday, after ******'s reaction previously, I called ****** to ensure she received the message and to find out what the plan was and the status of a replacement or refund. ****** *** **** **** ***** **** ********** **** ** ******* ** ********** ** **** ***** *** ********** ** ** ****** ** *** ********** ** *** ********* *****. ****** told me very sharply she has contacted the supplier with the lot number, ********** ****** ***** *** **** *** *** *** *** ** **** ** *** ***** **** *** *** ****** *** ******* *** * *** **** ** **** * *** *********** ********* ***. She would contact me with the supplier's reply when she got it. ******* * *** ******* ** *** **** **** ******** ******* *** ************* ******. That was on Jan. 22, 2024. I had been without the Omega-3 for my eye condition for well over a month already. It is now Feb. 12, 2024 and I have heard nothing. * ****** ******* *** ******** ***** **** **** **** ** ****** ***. I then called the 1-800 number on the bottle. The customer service representative who answered heard my dilemma and was very apologetic and kind. They were going to email me a form to fill out and I’d have a replacement bottle in the mail within 10 days. I was very pleased with this until they found out I was from Canada and they were in the USA. Due to cross border regulations on supplements, they were not allowed to assist me. They told me all I could do was try to go through the store again. I felt that was futile and so I searched the company in Canada. There is no personal contact, so I left this same message on their contact form. * **** *** * ******* ***** **** **** ******* ** ** ****** ******* ***** * **** ******* ***** ***************************************************************** ** *** ** * ****** * * ****** *** ******* ******* ***** **** **** ****** ******** *** ****** *** **** ****** ***** ** ******** ***** **** * ********* ** ********* **** **** *** *** ******** ***** ******** *** * ****** ***** **** **** *** *** **** ******* ** ******** ******** **** ****** **** ********* ****** *** ****** *** *** **** *** ****** ***** **** *** **** ******* ******** **** **** ** *** ***** ****** ** ******* *** ** *** ****** ** * ***** ******** *** ****** ***** ***** ** ***** ******** **** *** * ********* ****** ******* ** *** ** *** ***** ****** ****** *** **** ** ****** ******** **** ******* **** ********** **** ******* * ** ******************************************************************* * **** **** *** ** ****** ** *** ********* ***** ******** ** **** **** **** *********** *** *** ****** ***  On Feb 11, I also emailed Customer Service for ****** ******** in the USA, as this is the parent company. The helpful customer service rep from the USA that I first contacted told me it was necessary to report this issue, as the parent company needed to know the quality of their distributor stores internationally. *** **** ************ ** *** ***** ********** **** ** ****** *** **** ****** ** **** **** **** ******* **** *** ***** ****** ***** ********* ** ******** ** ********* ********** **** *************

  Business response

  15/02/2024

  On January 19 **** seen a call coming in After **** was done she called that number back and it was ****. **** told **** that in the meantime she had called *****, Vic Ave manager & told **** that she had a great experience with *****. **** informed **** that ***** already took down all of her info but insisted **** also take it down. After **** informed **** that we will look into this & call back. **** called ****’s number back after store hours to give **** a different number. **** ****** ***** **** had 2 contacts. She  chose **** as **** was fair & understanding. **** also told **** & ***** that she didn’t have her receipt but expected us to find that for her. We needed to 1st reach out to our rep &  find out if there was an issue with that lot. A message was sent to ******* with ****’s info & she planned to address this issue 1st thing Monday. ******* contacted our rep 1st thing. A message was left for him. Right after **** was on the phone. **** was upset that we didn’t have an answer yet. She said that we are open Saturdays so there was time. Although it was a priority reps dont work weekends. **** expected a “rapid exchange” . We didn’t feel right doing that before ensuring safety. ******* did became frustrated well into the conversation because although she understood her frustrations it was clear **** didn’t care about any efforts being made. We do in fact stand by our products but as 2nd party suppliers we have a process. The next day we received word back from the rep & were granted a return. ******* called **** & left a message as it went to v/m. Over the next weeks ******* called 8 times. Upon receiving this complaint we realize the number was incorrect. 

  Customer response

  16/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I totally disagree with interpretation of events the two women in management in Old Fashioned Foods Regina presented here.

  Also, the only person who had the incorrect number, which I immediately corrected by voice mail, was ****. The number left at the Victoria Ave. store was correct. *** ********* ** **** **** **** ********** ****** *** *******

  One must realize this whole fiasco has been ongoing for 8 months now, in total, including the original attempt with the first Rochdale manager to correct this last summer.

   ** ** *** ******* ***** **** ***** *** ************ **** *** ******* *** ******** **** ****** ** *** ***** ***** ** *** ******* **** *** ********* **** * **** **** *** ********** ** ****

  My main purpose is to make other potential customers aware of the status of this issue.

  That has been done.

  ** ******* ** **** * ****** *** *** ****** ** *** **** *** ** *** ***** ****** ******** ***** *** **** ********** * **** ** ****** ** ******** ******* **** ***** *********

  * ***** **** **** ******** ** ******** ** *** *** ** ******* *** ***** ********* ******** **** ******* **** *********

      1. A cheque in the amount of $ 77.21 for refund 1 bottle of rancid product ****** ******** ******** ******* can be sent to:

  * ************* ***** **** ********** **** ******* **** *** ***     2. I will send a COPY of the original bill to the Victoria Ave. store.

  As soon as I receive the cheque and it goes through the deposit process, I will write the BBB that from my standpoint this matter is completed.

  * ****** *** *** **** ******** ** **** ****** **** *************

  
  ********** **** *************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩