Business ProfileforSweet Ali's Gluten Free Bakery, LLC

I called Sweet ***'s about a problem with a product several months ago. I had purchased several of their cookies that were under-weight. Nothing was done about this - they claimed the variance was within their guidelines. Today I called with a new issue. I purchased several Vegan Chocolate Chunk Cookies. These cookies usually have quite a few chocolate chunks in them - roughly ***** chunks. I purchased 12 cookies on my recent trip to Fruitful Yield and discovered that 5 of these cookies had virtually no chocolate chunks in them. Maybe 1 or 2 chunks per cookie. I spoke to a sales rep and she had a manager call me back. The manager refused to issue a refund, send coupons, or provide any decent customer service. Instead she provided excuses and poor customer service, talking over me and claiming that their cookies "have variances" since they're hand-made. I explained to her that the issue was not pone of "variance". Some cookies have 10 chunks, some have 12. Others may have 7 or 8. A cookie of this size with only 2 chunks is DEFECTIVE. They're missing 80%-85% of the normal number of chunks. She was apparently either not able to understand this or was unwilling to admit it. I am offering Sweet ***'s a chance to resolve this through the BBB before I am forced to escalate this into a negative media campaign and file other consumer complaints with other governmental agencies. I expect a coupon or credit for the replacement of these 5 cookies that were clearly defective by any definition of the word. They can either generate future business through improved customer service or lose a far greater amount of business as a result of escalation. It's their call.