ComplaintsforFantasy Candies

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction was 03/23/2024. Date product returned 03/25/2024 due to business not open 03/24/2024. Total purchase amount was $23.11. Amount in dispute is $4.99. Product (honey glazed peanuts) are rancid. When returning the product I explained the odor upon opening the zip locked bag and the taste of the nut. The store mgr. sniffed the bag, said he could smell nothing wrong. He said I could get another bag. The food product had no expiration date so I was reluctant to take another bag with potential of same experience. I asked why there was no expiration date on any of those products. He stated the nuts were bagged in store. They fill the smaller bags from a 5 pound bag. I said with no date to show when bagged - how do we know how long the product is on the shelf. He stated they were bagged every 1 - 2 weeks. But nothing on the bags indicate that. I asked if I could have a refund he said no because the Food Administration does not allow them to take food back once opened. It should have been returned unopened. I said, well how do you know its bad - not until you open the package. He pointed out some other nuts I could get but they were more expensive - and now I have the concern of what if they also are rancid and you're telling me I can't get a refund. I tried to express my concerns of how this was not right. He said he would not argue with me. My option was to take another bag of nuts (potentially rancid) or nothing as he was not giving a refund. There is no postings of no refunds, I don't believe the Food & Drug Admin would condone selling of spoiled/rancid food and I should have been allowed to be compensated with anything of similar value if no refund allowed. I really just feel like I was lied to and ripped off. I feel they should be required to date their products and offer refund or FAIR compensation for bad product.

  Business response

  03/27/2024

  Hi,

  First and foremost I would like to apologize for a guest having anything but a terrific experience.  This should never have happened and I would like to extend a $25 gift certificate to be used on any of our chocolates or wine selections, along with my sincere apology.  The team member who was working that evening has been spoken to and I feel comfortable that this is a once in 35 year complaint.

  Regarding the lack of expiration date on instore products is because of the way we control rotation and freshness.  We purchase from a nut roaster in small quantities so it is sold through before it come even close to expriring.  That said, it is possible to get a bad, or a few bad nuts in a package without our realizing it.  (and the smell and taste of rancid nuts is not pleasant)  Over the years, we have used a very specific procedure to ensure freshness and quality.

  Not that this should matter to a guest, however, we had a very traumatic accident at our location the day prior and we are all realing from the incident.  An older guest drove through the front of our store and destroyed ALL of our Easter collection which has been more than challenging.

  Again, I am so sorry to hear of a negative experience of any kind.  As this is a first, I will make sure it is the last.

  I can be reached for any questions or information.

  My best, 

  Joel **** - International Food Technologist

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

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