ComplaintsforGeneral Mills, Inc

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Furry mold in chocolate chip cookie dough Purchased to xl containers for a kids Christmas party from **** club and both were moldy

  Business response

  11/29/2023

  Thank you for reaching out to us, and we sincerely appreciate the opportunity to address your concerns. We apologize for any inconvenience you may have experienced.
  
  On Monday, November 27th, one of our dedicated agents sent an email seeking additional information to better understand and investigate your concerns. To expedite a resolution, we kindly request you to respond to that email at your earliest convenience.
  
  Your prompt response will enable us to thoroughly review the details of your situation and take the necessary steps to address any issues you may have encountered.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/9/23 we had an oven fire due to an unknown substance that came from the pizza. I even had a fire fighter look and acknowledged it was possibly some type of plastic. It was in the over on the rack as instructed and as we have done many many times prior. It was only in there for 7 minutes until we checked due to a hurendous odor and opened the door to see the fire and we had to get a fire extinguisher. The substance is hard as a rock and could not be removed. After I emailed General Mills / ********, they originally called, took fault, asked for supporting documents. About a week later a ************************* called back and asked again for supporting documents and any out of pocket expenses, in which I submitted. She then sent a letter dated 3 days after I submitted everything asking for the same information I had sent her and she acknowledged receiving. I waited another week and emailed for the status of the review. No response. I waited 2 days and emailed again...no response. I waited another couple of days and left a voice mail...no response. She was very quick on the day that she kepted asking for information but now, no response at all. It is now over 3 weeks and we are still having daily out of pocket expenses since our oven and overhead has been ruined. I even requested for an investigation and she said that was not going to happen. I suggested they investigate there product and substances used in them and it was dismissed as well.

  Business response

  10/03/2023

  We have received this consumer complaint and take your concerns very seriously. Your experience is important to us, and we want to assure you that we are committed to addressing your situation promptly and thoroughly.
  
  Our case managers are currently processing your claim and will diligently review all the information you have provided. We apologize for any inconvenience you have experienced so far and will take immediate steps to ensure a timely and appropriate resolution to your concerns.
  
  Please be assured that your feedback and your situation will be thoroughly investigated.
  
  We appreciate your patience and understanding as we work through this process. If you have any additional information or concerns you would like to share, please feel free to contact *******.
  
  Thank you for bringing this matter to our attention, and we look forward to reaching a resolution with you.

  Customer response

  10/06/2023

   I am rejecting this response because:

  I have sent multiple emails and left voice messages and no responses. Even a courtesy callback would have been appropriate. It is going on a month now from the incident and over 2 weeks without a response. This time lapse and lack of concern is is not acceptable due to the seriousness of the matter.
  

  
  

  Business response

  10/09/2023

  I want to express our sincere appreciation for reaching out to seek further clarification on your recent concerns. At General Mills, we prioritize food safety above all else, and we take your concerns very seriously.
  
  I understand that you are eager to resolve this matter, and I want to assure you that the review of any claim can be a comprehensive process that *** span several weeks. Often, our correspondences are sent via **** for your convenience.
  
  Upon reviewing your case, I can confirm that we have sent multiple emails to you between September 12th and September 19th. In addition to email communication, we have also sent letters to your address on September 21st and October 4th. If, for any reason, you have not received these communications, I kindly urge you to reach out to your designated claims specialist. They will assist you in ensuring that your account information is current and accurate, helping to facilitate effective communication going forward.
  
  Your satisfaction and peace of mind are of the utmost importance to us, and we are committed to addressing your concerns promptly and effectively.
  
  Thank you for your understanding and patience.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 boxes of Cinnamon Toast Crunch from stop&shop and when I opened the first box they were stale which prompted me to open the rest. They were all stale!!!! Cereal is so expensive nowadays and I purchased 3 Megans sized boxes.

  Business response

  09/25/2023

  We acknowledge receipt of the consumer complaint filed against our company regarding a quality issue with our cereal product. We take such matters seriously and are committed to addressing them promptly.
  
  We will reach out to the consumer, at the earliest opportunity to gather more details about their experience and to ensure their concerns are thoroughly understood. Our aim is to provide a **************** that aligns with our commitment to customer satisfaction.
  
  Once we have engaged with the consumer and investigated the matter, we will work diligently to find a solution that meets their expectations and ensures their satisfaction with our product and service.
  
  We appreciate the BBB's role in facilitating this communication, and we look forward to resolving this issue to the consumer's satisfaction.
  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Their Nature Valley granola bars are constantly lacking in ingredients, size gets smaller and taste is now deplorable. Reported issues of size and lack of ingredients since March. Received coupons, used those to replace boxes, now it's so frequent, they ignore pictures I sent showing the granola bars, no further coupons sent, they agreed to send check. No check ever received, they claimed it was sent registered mail, I requested tracking number, none given, they ignored last complaint of again bars lacking ingredients, choc chips etc and now half the thickness. This product used to be $5 for 24 pack, over the last two years price is $10.98 and less product. They owe me $44, 4 boxes and worse product ever.

  Business response

  09/20/2023

  Hello - 

  I've reviewed this case (#********) and I am seeing that in addition to sending product replacement certificates, we had also sent a reimbursement check by mail on 5/23/3023. The consumer contacted us stating that they had not received the check. Upon verifying the consumer's address, a second check was sent via certified mail on 8/4/2023 and shows that the letter/check had been received. In review, we feel that we have taken the proper steps to help resolve this consumer's issue. 

  Customer response

  09/20/2023

   I am rejecting this response because:

   

  As stated in numerous emails I Have Not Received either check you claim.  You sent it Certified, I want to see signature proof. I want to see copies of these Checks You Claim you sent and to what address.

  i asked for tracking number and my requests were ignored.

  Because now this sounds like fraud with my mail, and from your company.

   
  

  
  

  Business response

  09/25/2023

  Hello - 

  In review of this case, I am finding that the check sent was not cashed as we have first been informed. As of late in the afternoon of Friday (9/21/2023) a new check has been requested and is being sent to this consumer. 

  Customer response

  09/27/2023

   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.

   

  Please be aware if I do not receive this supposed check in amount of $44 as promised by General Mills by October 5, I will contact BBB and open a new complaint.

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a box of Nature Valley Soft-Baked Oatmeal Squares Tuesday evening, April 18, 2023. I did not keep my receipt from the Oak Hill, ** Kroger. I had eaten 3 squares. This morning, when I got a pkg out of the box, it had been opened with bites taken. After checking thru the box, I found another pkg with the corner chewed off. Inside the box were fragments of the pkg. The box has no outer appearance of tampering so I assume a rodent had chewed into the 2 pkgs before being boxed. No other pkgs were affected. I would like to hear back from you. Code is ***** ***** Thank you *********************** ************ ************************************************

  Business response

  04/25/2023

  Thank you for notifying us as I am not seeing a contact from this consumer in our system.

  While the consumer had not contacted us directly, they have provided their contact information in this complaint and we will be more than happy to assist in resolving this issue with them. A member of our team will reach out to this consumer shortly.

  Many thanks.

• Initial Complaint

  11/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to know why the prices on your products are completely outrageous while you are making record profits. You blame it on inflation. You should be ashamed of yourselves but you won't because you have lost your humanity.

  Business response

  11/29/2022

  Hello,

  Were sorry to hear that youve had this experience while shopping for our products. While I am not seeing a contact from you directly to our Carelines, we would like to hear more about your experience (ie. Which products you shop for, and which stores you frequent). Please contact us at ask.generalmills.com - This will help us direct your feedback to the appropriate teams.
  As a side note, we do offer moneysaving offers on/inside our packaging, online or by email for consumers looking to save money on the products they purchase.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called their customer sevice **** numerous times if i asked their customer service reps to spell their name they hung up on me if I asked for an address to write to they hung up on me if I asked to speak to a supervisor they hung up on me no assistance or refund for a faulty product I purchased If I called their corporate number direct they refused to give me an address to write to after I explained the customer service I recieved then also dumped the calls numerous times just like their customer servicer department On 21 total calls because I refuse to be ripped off by a company not one person would assist me transfer me or give me their first name when I requested it. Horrible treatment for a 50 year customer

  Business response

  10/20/2022

  Hello - 

  I am sorry this consumer had an experience like this with our contact center. We've pulled the call recording and will provide coaching for this agent. While the agent (a member of our Global Consumer Care team who is based in ******) was more than willing to provide a spelling of their name, the consumer wished to speak to a supervisor based in ********* senior member of our team has attempted to contact the consumer by phone on three occasions but was not able to leave a voicemail message. This senior team member will now attempt to connect with the consumer by email to resolve the consumer's complaint. 

  Thank you.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i was eating soup and bit down on large hard object, almost broke my tooth and hurt my throat. discomfort swallowing for days. i called they said i would receive check, don't want coupon. afraid to eat any of their soup again. many cans in my closet. want refund check sent foreign object to them.

  Business response

  05/18/2022

  Hello - 

  Thank you for the message - I would be happy to assist. In reviewing our records, it appears that this case was resolved, so again, thank you for bringing this to our attention. I have asked a Senior Member of our team to contact this consumer shortly to help resolve any additional concerns. 

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

  Customer response

  05/19/2022

   I am rejecting this response because:
  problem not resolved. i just received coupons not my money i paid for their dangerous soup i could not eat and injured myself on. hard large foreign object i bit on hurt my teeth and throat, sent them object but then they sent me envelope to mail it with coupon.  want my refund, never eat their soup again, it is dangerous.  send me my money, that is all i want from them  thank you, want this over once and for all.  having surgery today, don't need any unnecessary stress.  ***************************
  
  

  Business response

  05/20/2022

  Allow me to clarify - a senior member of the team would be/already has contacted this consumer to resolve this case. The term "resolve" was meant to state that a refund would be issued. 

  In closing, this consumer will be refunded.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently cancelled my subscription, but my card keeps getting charged. Furthermore, I am unable to remove my payment method from the website. **************** has been no help. All they do is tell me to remove my payment method. All I am requesting is that my subscription be cancelled and my payment method be removed from the website. This should not be a difficult request.

  Business response

  06/08/2022

  Hello - 
  
  I am sorry to hear this consumer is having this experience with our Epic brand. The contact center team is correct in redirecting the consumer to remove their own payment method as our agents would not have access to an individual's credit card information. I was able to verify that the consumer's subscription was cancelled, however, it appears that removing the payment method may not be an option for this consumer. I do have a solution, which will be communicated to the consumer shortly. General Mills has a specialized Data Privacy team which will assist in removing any and all consumer data from our systems (including payment options). This request will need to be submitted by the consumer through a secure form/portal. 

  A link to this secure form/portal will be shared with the consumer today. From there, the Data Privacy team will ensure all payment options will be removed.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ate a large bowl of Lucky Charms and about 4-6 hours later had horrible stomach pains. It caused upset stomach, painful stomach aching, diarrhea that was bright green, and lasted for many hours. I was unable to attend an event with my wife because I was having to use the restroom every few minutes to a few times an hour. Unfortunately I threw out the box as I didn't want any of my 4 kids to eat it. We've bought it in the past and not had any problems. But when I saw the news report about others stating that they had become sick as well - I wanted to report that I had the same issue.

  Business response

  04/20/2022

  Hello,

  We take every consumer concern raised to us very seriously, so thank you for contacting us. We are thoroughly investigating this matter and fully cooperating with the *** as we do so. To date, we have not found any evidence of consumer illness tied to our products. However, we strongly believe it is our responsibility to investigate any concerns and have done so across our Lucky Charms manufacturing facilities.

  However, I am not finding a case in our system from the contact information you've provided. 
  
  With that said, we would like to document your experience by asking a few additional questions. The information youll provide will help with our ongoing investigation. I will have an agent contact you later today to ask for these additional details. 

*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. ↩