ComplaintsforLamb Weston, Inc

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In July/August as long as it's been can't recall the exact date but Lamb Weston in ***** does have a copy of the receipt on file agreed to refund my purchase in the amount of $3.79 for a frozen bag of potatoes in which the contents was covered with green color edged potatoes which is extremely toxic. They offered coupon replacements however I emphatically rejected the offer because who's to say the next bag I purchase wouldn't have the same issue. I then requested a refund and spoke to a Supervisor who assured me a check would be sent to me. Here we are and it's January 30, 2023 several months later, a slew of calls by me advising I haven't received a refund all ending with assurance the refund check would be mailed immediately and confirming my address. Well frankly I've had enough and this issue is not just about the money it's about the fact this was in inferior product which I spent time, gas, and money to purchase and if Lamb Weston can't be bothered to oversee their quality control and ship green toxic potatoes to markets for consumption and a consumer is dissatisfied then Lamb Weston should acknowledge accountability. As I began typing this complaint wouldn't you know a Supervisor ******* called me around 7:50PM EST today January 30, 2023 apologizing and acknowledging the receipt of my original purchase receipt from Price Chopper Supermarket. I told him frankly I've heard this all before and then as some cryptic warning advised me the call was being recorded and I assured him that was a good thing because perhaps someone in the upper echelon of Lamb Weston's Org chart will take heed and come to the realization their ********************** is inefficient and exceedingly lacking in follow through. Again as I've heard so many times via so many phone calls to Lamb Weston's ********************** hence why I feel compelled to file this complaint.Any assistance you can provide is appreciated. *****************************

  Business response

  02/24/2023

  I sincerely appreciate this matter being brought to my attention as Manager of our Consumer & Customer Affairs team here at **********************. Our company prides ourselves on quality potato products and exemplary service and that was clearly not the case here. To first address the quality issue of the Grown In ***** item purchased, we were not provided a picture. From the customer's description of "green", there could be a few possibilities: 1) the product was severely temperature abused along the supply chain, after leaving our manufacturing facility, lending to mold growth or 2) being this is a skin-on product, there may have been a few green defects which are caused by direct sunlight on the potato skin during growth in the field, however we have very tight specifications for 'defects' in our final product.

  To address the service issue, I have done a full search of our customer service systems and found that the customer first contacted us by phone on the morning of Friday, September 30, 2022. Our operational hours are M-F, 10a-6p Eastern. Our call center supervisor reached out first thing on Monday, Oct 3rd, 2023 to return the requested supervisor call. We offered a coupon per our compensation guidelines and created a fulfillment that was sent out on Oct 6th, in response to her initial call. Later that afternoon on Oct 3rd, she e-mailed her receipt showing her purchase of $3.79, allowing us to send a check for $4 as a refund, however this e-mail went unseen. In January 2023, our IT team learned of a technical glitch in our **************** system moving some e-mail responses to an unmanned inbox. As we audited these e-mails, the reply from Oct 3rd from this customer was found and an additional fulfillment was created for $4 on 1/30/23. Between the time this complaint was submitted to BBB (1/30) and now, the refund check should've been received by the customer.

  If there are any unresolved issues, we would love for her to give us a call at **************, Mon-Fri from 10a-6p Eastern.

  Warm Regards.

   

  Customer response

  03/04/2023

   
  Better Business Bureau:

  Finally I received the refund check I was promised just this week and now deem the matter closed from my end. Thank you for your assistance
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

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