ComplaintsforMondelez Global LLC

• Initial Complaint

  01/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Mondelez International - ******* In January 2023, the company ran a promo to win prizes by buying certain Oreo products & entering codes online. I won a larger prize, but it was never delivered. In May 2023, after not receiving the prize, I contacted Mondelez International **************** for assistance. After multiple follow-*** from my side, I received a message on June 19 that the item was unable to be delivered. **************** requested my delivery address for a second attempt, which I promptly provided the same day, along with my telephone number for direct contact.On June 28, I contacted **************** again, as the prize had still not arrived. This message was ignored.I contacted **************** again on July 7 & 19 to inquire. These inquiries were ignored. In Nov. 2023, I tried one last contact attempt. **************** responded & contacted the appropriate department. After multiple follow-*** from my side, I received a message on Jan. 18, ****, stating that there was an unsuccessful attempt to deliver on Sept. 3, 2023, and that they will not attempt delivery again. No tracking number provided. No mail or package delivery services operate on Sundays in *******, which Sept. 3 was. I question whether this was a typo or deliberate misinformation just to end the discussion. Either way, terribly unusable information from a terribly unresponsive department. It is sad to have to complain about a promotional activity, but the complaint is about the absolute lack of professionalism in their marketing/promotional department and ***************************. I would expect a company to go out of their way at least ever so slightly in order to fulfill an obligation. I can only imagine if inquiries around products, nutritional info, allergy information, etc. are treated with the same lack of courtesy, response, and basic dignity. The lack of transparency will certainly cause me to think twice about ever actively buying a Mondelez product again.

  Business response

  01/19/2024

  Hi Rain,

  Looks like this promotion was in market in our ******* BU. I will reach out to our local team within that BU so they can assist ***************** 

  Thanks,

  *******

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 23, 2023 my *********** bought 3 boxes of Nabisco Nilla Wafers from Food Lion to make our family favorite banana pudding. August *****th, we ate the pudding, afterward becoming violently ill. August 25th, we discovered a whole cockroach baked INTO a cookie from the 3rd box. Contacted Mondelez International on August 28th via the platform their website provided. Declined reimbursement ************* "case" was "expedited to an executive representative". Several days later we were contacted by said rep and were offered a half-assed apology, reimbursement coupons and a $25 i-check preferring us not to alert the public. We declined and were told no one else would be reaching out to us. They very next day, the same executive called, not remembering our names, a cockroach in a cookie or that she had even spoken with us already. Still no results. This experience sparked a particularly severe reaction, as I have high blood pressure, PTSD and an anxiety disorder. On September 17th, my blood pressure shot up to an emergent situation resulting in a helicopter ride to the hospital for a 2-day stay - from additional PTSD, stress & anxiety tied directly to this nightmare! Following that event, we contacted them again & were eventually told they were authorized to pay my medical bills. They called back that afternoon with "information on where to send the (adulterated) cookie" I refused to send, but agreed to personally transport it to a 3rd party testing facility & the call was ended. The NEXT day, we were contacted again and told they would only send reimbursement coupons & a gift basket. No one has yet even mentioned the cockroach in their product or asked how we are doing. Have all documentation.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Oreo didn't allow "Add Special Requests" and add my ***** Account.Online ordering only specifies Gift Message and nothing else to customize on OreoID.I felt I was talking to customer service not based in ***.The order number is ********* Order wasn't shipped yet.Order needs to be changed shipped to:******* *********************************************************, LLC ************************************************************************

  Business response

  12/07/2023

  We are very sorry for the inconvenience. We try to be clear on our website that all orders are final and we cannot make any changes. We take pride in delivering a product that meets the highest standards of quality, which is why it takes 8 to 10 days from the time order is confirmed. Upon confirmation, our artisans immediately start working on the personalized order, which is why were unable to change the order once production begins.   For those consumers who do not add the correct shipping address, they can reach out to ***** once they have the tracking number to see if they can change the delivery address.  

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Triscuits from BJS on 7-18-23. I purchased 4 boxes for $8.99. When I opened the box half the crackers were broken. I contacted Mondelez via live chat today and the agent said I should take the crackers back to BJS. Mondelez is trying to pass the buck for defective products it made and won't accept responsibility. I asked the agent for a coupon voucher and he refused to issue one. My case number is ********.

  Business response

  07/24/2023

  Hi Rain,

  We have spoken to ****************** and have apologized for his experience with our product and our customer service agent. Please note that one of our agents spoke with him today and provided him with a coupon reimbursement.

  Thanks,

  Pranjal 

  Customer response

  07/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased cookies which were stale. Was promised $30 refund. Didn't want more cookies I am in the military was shipping out. Mondelez sent me a bad check. ***** ***** could not cash the check. This cost me a $15 return check fee. I have called Mondelez several times and spoke to agents that seem unprofessional and not intelligent enough to straighten out the problem. This is not rocket science. Please reissue my check and my $15 return check fee. Thank you

  Business response

  08/08/2023

  ** *****

  We have tried to help Ms******* regarding their experience with our product; however, they have said some disturbing things to our agents. They have used abusive and disgusting sexual things on our agents, to the point where the agent was in tears and besides themselves. She continues to keep calling using different voices and phone numbers, and she continues to say horrible things. Because of this, we would not be able to assist the consumer any further.

  Thank

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I deserve a refund for the ********** crackers. There were six that looked fine and then a terror of the last two servings and I can't bring myself to eat them at all. It looks malicious. There is not any question of an abandoned to chance to get them in the box. It is not blame on the machinery.

  Business response

  07/18/2023

  ** *****

  We have been trying to contact Ms. *** but have been unsuccessful in speaking with her. We have made three phone calls but always get a busy signal. We have also emailed her on three separate occasions but haven't received a response.
  

  We are sending coupon vouchers as reimbursement for her experience with our product.

  Please let me know if there are any additional questions.

  Thanks,

   

  Customer response

  07/31/2023

  
  ********** ********
  
  I am rejecting this response because:
  
  I am looking for a refund for the crackers that looked ***** and I can't eat this creepy food. I would like a refund.
  
  ****** ******
  
  Regards,
  
  ****** ******

  Business response

  08/08/2023

  ** *****

  We have tried to call Ms. ****** on multiple occasions but haven't heard back. We have left our VMs with our call back #.

  Thanks,

  *******

• Initial Complaint

  04/13/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I REALLY DO NOT APPRECIATE THE AMOUNT OF TIMES THAT IVE SEEN YOUR REPETITIVELY ANNOYING GAME AD & THE **** THAT YOU DONT UNDERSTAND COMPREHEND OR GET WHAT BACK THE **** UP MEANS

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello:I hope all is well with you. In mid-March, 2023, I contacted you regarding (2) defective Oreo products. The **** for such products was $11.98. The case number for my interaction is: S-********. The product was stale and the taste was not what I have come to expect from Oreo. I emailed regarding my experience and supplied the requested information: UPC, size, name, store name, address, etc. The representative emailed me back and said that coupons would be arriving ********** forward three weeks and I have yet to receive anything. On APR 5, 2023, I called customer service to inquire about what was going on. The representative stated that he could not reissue them as it has not been 20 business days. I said I understood that, however, I want to know what was the value of the coupons being mailed to me. He stated $4.99 and one coupon. I expressed that I had (2) products and they were $11.98 each. He expressed that **** does not control the pricing of products and that is all that can be sent. I requested a supervisor. He said that he does not have anyone he could transfer me to and even if he did, they do not take calls for this matter. I expressed my discontent and asked if there was an alternative. He said there was nothing that could be done. Moreover, he was quite rude and said there was no one he could escalate me to. Moreover, I have emailed you numerous times. Because of the lack of communication and the lack of superiors by phone, I have exhausted ALL possible options. I would like my coupons to be appropriately issued for $11.99 by mail. Moreover, I would like your employees to be appropriately trained by phone to handle customers. It should not have to be escalated to a BBB complaint. I appreciate your time.Respectfully

  Business response

  04/06/2023

  Hi Rain,

  We sincerely apologize to the consumer for their experience with our product and our customer service agents.

  We understand their frustration and disappointment, and we are committed to making it right. Our team will thoroughly review the case to identify what went wrong on our end and take necessary steps to ensure it doesn't happen to anyone else in the future.
  

  We will also make sure that the consumer is refunded the desired amount as per their request.  

  We appreciate their feedback and will use it as an opportunity to improve our products and services.
  

  Thank you for bringing this to our attention, and please be assured that we are taking this matter seriously and will take appropriate actions to address the issue.

  We apologize once again for any inconvenience caused and thank the consumer for their patience and understanding as we work to resolve the situation.

   

  Thanks,

  Pranjal 

  Customer response

  04/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a BBB complaint, because this company has appeared to have given up on quality control and customer service. I received a box of very stale Nilla wafers, that still have a year before they officially expire. They are also ALL stuck together and very burnt. It's a fail three different ways, and shows they have no kind of quality control over there at all, as someone could see these issues from 50 feet away. I am also requesting a refund in the form of a check, and not vouchers or coupons, as all of their products are trash. Also, in reading the BBB complaints below, this company constantly tells people they will mail coupons or vouchers out, but the complainants Never receive them. Please scroll down and check for yourself. It's a billion dollar junk food company that is unwilling to pay for their own mistakes. They habitually promise coupons/vouchers, and then do not send them. I also reached out to customer service via their contact us page days ago and have not received any sort of response or acknowledgement.

  Business response

  02/22/2023

  Hi Rain, 

  We have spoken to the consumer to address their experience with our product. We offered them a gift basket which was accepted by the consumer. Please consider this case closed from our end.

  Thanks,

  *******

  Customer response

  02/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  **** from ******** Services could not have handled the situation any better. I believe she is a great representative, and was actually a pleasure to speak with. 
  
  Regards,
  
  *****************************

• Initial Complaint

  01/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  my son bought my daughter an case of 100 nabisco chips ahoy thin crisps they are stale and taste really bad they are so bad tasting and this is one of my favorite snacks ,

  Business response

  01/25/2023

  We received the attached consumer complaint on the BBB portal and wanted to point out that the phone number the consumer provided has an extra digit. Can you please confirm their correct phone number?

   

  Thanks,

   

  ***************************|Mondelez International

  Consumer Care Manager, Operations |E mail: ******************************

  Customer response

  01/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

   

  my phone number is ************

*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. ↩