Aug122009

Ken’s Foods: Customer Service Debacle

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So let me begin this post by saying: “Everything in this blog is my own opinion, and the details are to the best of my knowledge”.

Now that that is out of the way, please let me start from the beginning. A few months ago, I called Ken’s Food company to give them ‘feedback’ on one of their products, Sweet Baby Ray’s BBQ Sauce. I had tried it, and loved it.

I am the type of person that if I have strong feelings regarding an item or product, I will call the company and let them know my opinion. I feel that companies not only appreciate this, but they deserve to know what the ‘common customer’ might think.

The customer service representative that I spoke to that day was very appreciative of my call. She thanked me for my opinion, and offered to send me coupons for Sweet Baby Ray’s BBQ Sauce and a few other products they make- Ken’s Salad Dressing and Ken’s Marinade. I did not realize that they made Ken’s salad dressing, not sure why, but I never put two and two together.

I received the coupons in the mail, and went out to buy the Ken’s Salad dressing to try. I did, and LOVED it. It was very high quality and was mighty tasty.

Now here is where things start to change.

Today, I called Ken’s Foods to let them know I had tried their salad dressing. I told the customer service representative- the very same one I had talked to previously- that “I loved their salad dressing in addition to the BBQ sauce, and thank you for sending me those coupons. I would have never tried the product without them.”.

The lady was cordial about it and said that she was “glad I liked it.”

I then told her that “I was now loyal to the Ken’s food brand, and am a very happy customer. I’m also a blogger, and I’m going to write a post about it, and that I’ll send them the link”.

This is when the conversation got ugly, for lack of a better term.

The lady quickly cut me off by saying “WE DO NOT ALLOW PEOPLE TO WRITE ABOUT OUR PRODUCTS.”

Me: “I’m sorry, what?”

CSR Lady: “WE DO NOT ALLOW PEOPLE TO WRITE ABOUT OUR PRODUCTS, PERIOD.”

Me: “That’s what I thought you said. Which is just a shame, because I think my readers would love Ken’s Foods. I know I do.”

CSR Lady: “Goodbye”

click.

Nope, I didn’t get to say goodbye. I was hung up on.
Yeah, I know, it shocks me too.
I didn’t ask for anything in return for my opinion, and I wouldn’t dream of it.
I think that if there is a good (or even bad) product out there; given to me for free, discount or fully paid for, that I think will make your life better in some way, I’m going to let you all know about it.
It also means I will tell you my opinion of a CUSTOMER SERVICE EXPERIENCE.

What’s sad about this whole situation, is that it now makes me look differently at their product. I love it, no doubt about that. It tastes good, also no doubt.

How they treat their customers?

Now, that I have a problem with.

So tell me, how would YOU deal with this situation?

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17 Responses

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