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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello to all involved and thank you. A few weeks ago I went to replenish my, purchase another bottle of Lawry's Garlic Salt COURSE GROUND WITH PARSLEY from my local ******** which is the same company as **** ****** the 6 oz. bottles were out of stock and I didn't at first notice this 3 oz. bottle because it has a red cap, not the green cap that I've seen for years on this product. I noticed it looked different in coloring and consistently from all my prior purchases, but I thought I'd have to actually use the product to find out. I read they use carrot which could explain the color. This is most definitely garlic POWDER in this bottle and barely even tastes of garlic, NOT Garlic Salt COURSE GROUND. I still have my last empty bottle, but no more product otherwise I'd do a side by side comparison on a plate. I called Customer Service yesterday, June 7, 2023 with no help after lengthy holds. I looked on the company website and sure enough the product in this bottle is a dead on ringer color and consistently with the Lawry's Garlic Powder. Why this bottle has a red cap I have no idea. I even wondered if a totally different product was in this bottle. I would like a refund and an investigation as to why this happened. Bottle UPC 215563, Stamped BEST BY MAR 26 24 H, 11:05.
Business response
06/09/2023
We sent the following email to the consumer today and are sending her coupons and a retrieval envelope.
Dear ******:
Your recent letter to the Better Business Bureau was shared with me. I am very sorry for your disappointing experience with your recent purchase of Lawry's Garlic Salt with Parsley and that when you called us, the agent wasn't very helpful. I have addressed this with the person you spoke to.
We exercise every care in the production and packaging of our products in order to bring you the highest quality possible and are sorry your recent package of Lawry's Garlic Salt with Parsley was not what was expected.
While there were times when we were using different color caps due to supply issues, we would like to get the product back so that we can have our Quality Assurance team take a look at it. We request that you return the product and container to us. This will enable our Quality Assurance Team to investigate this issue thoroughly. We are mailing you a pre-paid return mailing label for your convenience along with a retrieval envelope. In the meantime, we are also sending you 2 replacement coupons. The coupons received will be valid for 60 days (2 months) from the date processed and mailed.
We appreciate that you have taken the time to bring your concern to our attention. We continually strive to provide the highest level of quality in all our products. Your patronage is important to us and we hope to continue bringing our passion for flavor to your meals.
Sincerely,
Deb R.
Consumer Affairs Manager
Ref # *******Initial Complaint
04/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a 24 ounce bag of ********* blackened chicken alfredo from ******* for $8.33. The instructions said cook it covered on the stove top for 8 minutes on medium heat so thats what I did. When I removed the lid after the 8 minutes it was burnt to a crisp. Obviously the instructions should of said cook it on low heat. I want my pasta replaced or my $8.33 refunded to me. My proof of purchase and receipt is attached. Thank youBusiness response
04/24/2023
We have sent the following directly to the consumer at the email address he provided and it includes a coupon link for a $20 Egift card.
Dear *******:
Our local Better Business Bureau made us aware of your disappointing experience with our ********** Blackened Chicken Alfredo and hope you will accept our apologies. I see you also reached out to us via ******** Messenger but I have told Ashleigh that I will help you.
We would like to investigate this further with our QA and Kitchen's team. It would be helpful if you could provide me with the best by date on the packaging and an image of the prepared product. In the meantime, please accept this $20 eGift Card. From your smart phone or computer, click on the link below and your credits will be converted into a digital gift card. You will have 30 days from today to select your eGift Card before this link expires. Keep this information and link in a safe place.
Please click this link to proceed Coupon Link
We appreciate that you have taken the time to bring your concern to our attention. We continually strive to provide the highest level of quality in all our products. If you have further questions regarding any of our products, we are happy to help. Please feel free to respond to this email or call us at 1-877-837-3796 between the hours of 9:00 am and 7:00 pm, Monday - Friday EST. Your patronage is important to us and we hope to continue bringing our passion for flavor to your meals.
Sincerely,
Deb R.
Consumer Affairs Manager
Ref # *******
Received: 2023-04-24 07:55:28Customer response
04/24/2023
Better Business Bureau:
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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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.