⚠ ⚠ So before I start, a small disclaimer, this is not a sponsored post. All the opinions, products mentioned in this post are purchased by me unless otherwise stated.
I am gonna share my experience with a brand which made me feel empowered as a consumer. I bought 2 packets of Rusk (which is essentially a dry biscuit or twice baked bread) from a local store. This is from an Indian brand called “Britannia”. When I opened the packet, I found that the rusks tasted and smelt burnt. 😞😞
Now I had 2 packets of it and I just couldn’t throw them away. I decided to give feedback about this to Britannia. (Well not exactly, I just wanted to see if that number on the pack works or not! 😜)
I dialed the number that's written on the back of the packet and I was pleasantly surprised 😮 that the number worked and via the IVRS options, I managed to reach a real support person!
He took note of the quality problem, asked me several questions about my purchase and then assured me that their customer representative will visit me to check the quality of their product.
(Watch full video on my Youtube channel)
Now I had 2 packets of it and I just couldn’t throw them away. I decided to give feedback about this to Britannia. (Well not exactly, I just wanted to see if that number on the pack works or not! 😜)
I dialed the number that's written on the back of the packet and I was pleasantly surprised 😮 that the number worked and via the IVRS options, I managed to reach a real support person!
He took note of the quality problem, asked me several questions about my purchase and then assured me that their customer representative will visit me to check the quality of their product.
Now I was impressed, 'cause Man, that number worked. I didn’t really care if the executive visited me or not but I was more worried about my 80 bucks I had spent on buying those 2 packets of burnt toasts.
To my surprise, the executive visited me within 3 days of the call. After verifying the quality issue, gave me a new pack of Rusk (that weren’t burnt…. Yaay 🙋🙋) and a box full of biscuits 🍪🍪 as a goodwill gesture from the company! (woohooo…now who doesn’t love free snacks! 😊)
Pun aside, I was seriously impressed by the efforts “Britannia” put in keeping their customers empowered and gain their loyalty.
I learnt 2 things from this incident:
I learnt 2 things from this incident:
- Always report any issues with the product company via proper channel. They can’t solve something they aren’t aware of. Such complaints help them to keep a tab on manufacturing unit’s quality and performance. Otherwise cases like these may go unnoticed if customers don’t report it.
- Always buy 1 pack of food items. In case, the company didn’t have any return policy, you might end up wasting a lot of money on burnt toasts 😀
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