Ken’s Foods: Customer Service Debacle
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?
I think I would capture the lady and show her how much you love the product by marinating her in the dressing, slow cooking her with the bbq sauce… then send some to ken.
Um… this sounds gross. Who knows where that lady's been.
Perhaps they have an email or physical address where you can send a letter to them.
Thanks for sharing. That is a great BBQ sauce.
-Aman
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This blows my mind. PR disaster! I'm sure Ken would not be pleased with this CSR.
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Far as I know, the 1st Amendment does not exclude comments about BBQ sauce. It's unfortunate her reaction resulted in negative "press" rather than something fully positive. Stupid policy or silly woman. Either way, blog away.
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Hmmm… I love the BBQ sauce and the salad dressing, as well. This makes me wonder if I should continue to purchase their products, though. It just seems so weird!
Oh, and a hearty BAHHAAHA!!! at Only Aman.
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That's not only ridiculous, but the reason that most people in customer service should be fired on the spot.
I was totally down with Sweet Baby Ray's and Ken's dressing until this point. If they can't appreciate customer feedback, I'll go back to Marzetti's dressing and Stubb's BBQ sauce.
Manta.com is where I get business leads from, and also where I found the physical address of the jeweler who got assy with us during the reimbursement process after UPS lost my engagement ring. I highly recommend sending a letter to the head honcho.
Your gal from Cherry Lee's,
B
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You didn't tell me is was my fav Ken's & Sweet Baby's Rays….damn it! I would have totally given you different advice. Now I, as a former PR person, will have to call & complain to them.
Ken's Foods CSR= major FAIL today!
DD = ROCKS!!!
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Well..just read you blog….I to use Sweet Baby Rays..it is the best bbq sauce. Recommended from my son. Wow….that blows my mind about her reaction…did someone put a gun to her head that she had to hang up or be so rude.
Just knowing my temperment….I would want to speak with Mr. Ken himself……but with my luck that was his mother!!!
I share your feelings on a different view now!!!
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Honestly,
They were that upset that you wanted to write about their product? Are you kidding me? I want to call tomorrow and tell her that I hate their product and that I have ALREADY written about the product….
No, I wont call.
But that is insane…they need to give it a rest. Oh, and be nice to their happy customers!
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I'd like to think I'd do exactly what you did… blog about it anyway!
Oh, and I would try to get their email address and send them a link to your post.
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Um, excuse me? We don't ALLOW people to write about our products? Since when do you need their permission to write about ANYTHING? Last time I checked, we still had that freedom in this country. It's a shame — this could have been some great word-of-mouth positive PR for them. Instead you're letting all your readers know what douchenozzles they are. That CSR person should indeed be barbecued.
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This might be of use to you, it's helped me a ton: http://consumerist.com/consumer/complaint-letters/how-to-launch-an-executive-email-carpet-bomb-259713.php
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This is CRAZY! They had an opportunity for positive, FREE PR, and they turned it into this?!
Proof positive that some companies just don't get social media yet. Boy, are they missing the boat!
Kudos for putting up the post, regardless! =)
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Before everyone goes all nuts on thinking this represents Ken's Foods and not just this terrible CSR person, I think you should email/mail the company PR department and let them know what their CSR person has said. My guess is they would not believe it either. If they DO have this "policy" (which is laughable) then they seriously are out of their minds. But I would try to find a different person to talk with first. My $.02.
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I agree with that $.02!!!
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Agreed with checking it out first…maybe she was PMS'ing.
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