ComplaintsforCaulipower

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company is selling pizza crusts that are ****** and ******* making it very difficult to spread sauce on. The company claims it is looking into the complaint since December, but with no resolution. They have sent out coupons in the past, but they recently said they would be "expediting" coupons again and those have not yet been received as of a week later. The more concerning issue is that the company makes it very difficult to communicate with. They NEVER answer the phone during regular business hours. NEVER. You simply cannot reach them via phone. They do not respond when I leave voicemails. I have called multiple (on each of these days) and left messages with no response on May 28th, May 31st, and again today. the last time they bothered to respond via phone was on May 3rd, almost a month ago. Reputable companies answer phones and return phone calls! In addition, they try to conduct business contact via email, which is *********** when trying to explain a ******** Worse yet, the company appears to be stuck in the annoying ***** *** of ******* picture *********** in their email, making it very difficult to type a reply as the images make it hard to read what I'm typing. I'm forced to type my response in a separate new email, then cut and past the reply. This is *********** The problem has been going on since Christmas and there has been very little communication and the problem is not resolved as of yet. In order to resolve these issues, Caulipower needs to start picking up and using the telephone, and returning calls like all ********* and PROFESSIONAL companies do. The person I've been in contact with is named *********, though I do not know her position within the company.

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/06/10) */ Contact Name and Title: ***** ***** Quality *** Contact Phone: XXX XXX XXXX Contact Email: ***************************** I, ************* Director of Quality Assurance, reached out to the customer on ********* the same day that this complaint was filed, but after the time that customer filed the complaint. The customer and I spoke for roughly 20 minutes over the phone. During this time the customer described his experience and I apologized for the reported issues with our product, assuring him that I would follow up with our manufacturing team. I also assured him that coupons for free product were on their way to his residence. Lastly I apologized for his difficulty in getting in touch with a customer service representative. The dates he was trying to contact us happened to be a holiday weekend followed by a date when our Customer Service Specialist was out of the office. We have a policy to respond to customer's complaints within 24 hours and since our Customer Service Specialist was out of the office, I reached out to the customer instead. I have since had a follow up call with the customer to check in and he seems to be satisfied with the response, he has received his coupons, and he has purchased some of our product from his local stores that he found to be in acceptable. Consumer Response /* (2000, 7, 2022/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) ***** did an awesome job with customer service and is addressing the issue with the crusts. She also explained that their Customer Service Specialist was out of the office and also it was a holiday weekend, which increased the call back time. ***** was very efficient in calling back and getting things resolved. Great job!

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