ComplaintsforGrillo's Pickles, Inc.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife purchased a container of ******** pickles on May 4 2024 at Shop Rite our local supermarket I next day she opened it to give pickles to our children with their lunch things were fine The next day Sat May 5 2024 she opened the container to give them more the pickles they were entirely mush and had to throw them out yes they were refrigerated the entire time She asked the grocery manager at Shop Rite what might have gone wrong He stated to her that he was not an expert on pickles that they sounded like they were old and that she should contact the company We sent an E-Mail to ******** and got a phone message they called and will call back 3 days later my wife calls and gets the same phone message she calls back to get the same phone recording this happened a third time three days later then the fourth recording stated to sent them an E-Mail and they will respond I sent an E-mail to them stating the problem and our Frustration with their lack of costumer service we are not even seeking for a refund but to find out what went wrong and how to prevent from reoccurring again totally not caring about their customers at all Date of purchase May 4 2024 container info V2BESTBY 6/2/24 thankyou for your assistance in this matter ***************************

  Business response

  05/21/2024

  Thank you for reaching out and for bringing your recent product experience to our attention. Most importantly, we'd like to thank you for taking the time to reach out through multiple points of contact and apologize for the inconvenience that this *** have caused. We acknowledge the miscommunication in responding to your inquiry in a timely manner and would like to assure you that our team prioritizes both quality and consumer feedback. Additional apologies for the duplicate messages, but we want to ensure that you are recieving an answer from our team through each method of contact that you've reached out through at this time.

  As for your experience with the recent container of Half *****, we do occasionally hear of a jar that has similar softness issues - it can happen when the pickles are exposed to non-refrigerated temperatures, either during transit to the stores or in handling prior to getting to a retailer's warehouse. This can result in an off-taste from the original intended flavor profile and often alter the typical texture of the product like you've experienced. The container you are describing is certainly not the crunchy, quality product we intend to deliver to our fans!  Thank you for providing the details from this particular container of Half *****. A copy of each of your messages have been shared with our Operations Team, who will be using the helpful information you have provided to take a further look into the matter and ***** any issues that *** have occurred in the process. 
  
  If its any consolation for this experience, we'd love to mail out some coupons to pick up some fresh replacement jars of product (and a few other goodies on us). We'll have those mailed out via ***** to the address you had provided in your initial contact form.
  
  Thank you again for your persistence in bringing this experience to light. Our consumer services teams will be sure to close any communication gaps to ensure that this does not happen in the future. We appreciate your patience and understanding, as well as thank you for being a fan of ********. 

  Customer response

  05/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩