While we're on the letters of complaint theme, I thought I'd share a letter of complaint I wrote to Walkers Crisps (potato chips for any trans-Atlantic readers) notorious for their bags of air and a few crumbs in the packets, way back in 2010 when they invented all these wacky flavours!
To: CEO Walkers Crisps
Dear Mr Walker,
I find myself in the unfortunate position of having to contact to you directly regarding a matter which has been caused me considerable distress and anxiety, and I feel has been totally disregarded by your customer service department, and representatives of your resellers.
About 10 days ago, I purchased a multi-pack of your crisps/potato-chips products as I was really keen to experiment with your new 21st Century, New Wave flavours that serve to transport the consumer from the monotony of the standard crisps flavours (Plain, Salt and Vinegar, Cheese and Onion etc) to a world almost comparable to Willy Wonka's chocolate factory where Crisp Eating dreams become a reality! Can you imagine my excitement at the prospect of being able to eat what looks like a standard everyday packet of crisps, but being able to enjoy the flavours of a 3 course meal - English Roast Beef and Yorkshire Pudding, French Garlic Baguette, Full English breakfast - all in a crisp sized packet that can be carried in any pocket in my coat!! I was so looking forward to this life-changing experience, that I geed my partner and her son up for a week beforehand, even making a Wall-Chart where we could tick off the days and we drew pictures of the meals represented by the various flavours you have to offer.
Alas, I digress. When the magic moment came when I had paid for the 6-pack of crisps, and we had hurried to the car to sit in comfort and have a packet of crisps each (different flavours) and share the experience. However, on opening the multi-pack, I was astonished to find that 5 packets out of the 6 were what I can only describe as "deflated" They appeared to have had the air squeezed out of them, by either incorrect sealing or a puncture. At first I thought it must be a new concept of the crisp packets as nearly all of them were like this, but upon opening 2 of the packets, the crisps were soft and "tired", which not only completely ruined the flavour, it utterly destroyed what was to be a magical family moment - the look of disappointment from my partner's son was heart-breaking - I might as well have cancelled Christmas!! I had to take both of them to McDonalds to try and cheer them up, but this did not appease them, and my partners son did not even play with the free monster he received with his happy meal!
I have since had an argument with the service department of the reseller, who did not seem at all interested in making up for this tragedy or keeping me as a customer, which then prompted me to contact Walkers directly by posting a comment via your web site. I have heard nothing since, not even an acknowledgement email, and I now feel that Walkers do not wish to listen to important feedback from their consumers.
Please can you take the time to read and acknowledge this communication, and try and assure me and my family that Walkers is the leading manufacturer of Crisps, and restore our faith in the product.
A very disappointed customer
Dear Mr Walker,
I find myself in the unfortunate position of having to contact to you directly regarding a matter which has been caused me considerable distress and anxiety, and I feel has been totally disregarded by your customer service department, and representatives of your resellers.
About 10 days ago, I purchased a multi-pack of your crisps/potato-chips products as I was really keen to experiment with your new 21st Century, New Wave flavours that serve to transport the consumer from the monotony of the standard crisps flavours (Plain, Salt and Vinegar, Cheese and Onion etc) to a world almost comparable to Willy Wonka's chocolate factory where Crisp Eating dreams become a reality! Can you imagine my excitement at the prospect of being able to eat what looks like a standard everyday packet of crisps, but being able to enjoy the flavours of a 3 course meal - English Roast Beef and Yorkshire Pudding, French Garlic Baguette, Full English breakfast - all in a crisp sized packet that can be carried in any pocket in my coat!! I was so looking forward to this life-changing experience, that I geed my partner and her son up for a week beforehand, even making a Wall-Chart where we could tick off the days and we drew pictures of the meals represented by the various flavours you have to offer.
Alas, I digress. When the magic moment came when I had paid for the 6-pack of crisps, and we had hurried to the car to sit in comfort and have a packet of crisps each (different flavours) and share the experience. However, on opening the multi-pack, I was astonished to find that 5 packets out of the 6 were what I can only describe as "deflated" They appeared to have had the air squeezed out of them, by either incorrect sealing or a puncture. At first I thought it must be a new concept of the crisp packets as nearly all of them were like this, but upon opening 2 of the packets, the crisps were soft and "tired", which not only completely ruined the flavour, it utterly destroyed what was to be a magical family moment - the look of disappointment from my partner's son was heart-breaking - I might as well have cancelled Christmas!! I had to take both of them to McDonalds to try and cheer them up, but this did not appease them, and my partners son did not even play with the free monster he received with his happy meal!
I have since had an argument with the service department of the reseller, who did not seem at all interested in making up for this tragedy or keeping me as a customer, which then prompted me to contact Walkers directly by posting a comment via your web site. I have heard nothing since, not even an acknowledgement email, and I now feel that Walkers do not wish to listen to important feedback from their consumers.
Please can you take the time to read and acknowledge this communication, and try and assure me and my family that Walkers is the leading manufacturer of Crisps, and restore our faith in the product.
A very disappointed customer
Sadly, they ignored my email, so I now eat Smiths Crisps!!
Till the next time!
J
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