VkusVill responded to customer complaints due to foreign objects in the product
VkusVill pays special attention to customer complaints about foreign objects found in the products, the chain's press service told Gazeta.Ru. This is how the company commented on the publication of the Telegram channel “Caution, News” that customers found metal fragments in the products: staples, shavings and a piece of needle.
“Serious questions about product quality are just isolated cases. Each such request receives special attention. Information about dangerous foreign objects in the product is immediately transmitted to a separate team that handles such situations, as well as to the technologist and manufacturer. Depending on the findings, we may ask the buyer to return the dangerous item to any of our stores or deliver it to our courier, or we limit it to just one photo – this is necessary to conduct an investigation at the production process and eliminate the cause of foreign objects falling into the product. If there are multiple requests for a product, the entire batch will be removed from the shelves and cooperation with the supplier will be suspended while the investigation is underway,” the network said.
The press agency notes that it informs customers about the test results but not everyone can be reached by phone.
“We openly share the results of the inspection with buyers: we call and inform them of the results and the measures taken. However, it is not always possible to contact by phone, so not every customer who contacts knows the result of the request,” VkusVill explained.
The company added that it seized a batch of water that Akim customers had complained about to Beware News reporters.
“The water that customer Akim complained about actually had problems with the bottle and cap. We have received complaints about the defective batch and responded to them: this product has now been removed from the product catalog and remaining products are being removed from shelves – this will take another some time,” the network concluded.
On November 4, the Telegram channel “Caution, News” reported that one of VkusVill's customers found a piece of staple in a dumpling. According to this channel, the company apologized for the incident and awarded her the cost of the product along with a bonus. Another customer found a piece of needle in the quesadilla and was also refunded.
Another customer found metal fragments in her cream soup. However, according to this channel, she was not compensated for this incident.
Another customer who ordered water from VkusVill in September complained about the quality of the bottle and the smell of the water. According to him, the bottles themselves were delivered wet and some time later defects were discovered on the lids.
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