ComplaintsforFranz Family Bakery

• Initial Complaint

  01/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rodent f**** in bread!!!!

  Business response

  01/16/2024

  ******,
  
  Thank you for reaching out regarding our ******* International Classic French Bread.We apologize for the quality of bread you have received, the substance on the bread looks to be grease or pan debris. Here at Franz Family Bakeries, we do have a strict pest policy and havent seen any activity in our facility and want to ensure you while the quality isnt to our standard it is not rodent f**** as there is no holes in the bag or bread. I will forward your feedback to our bakery to ensure we can address this feedback. We apologize for any inconvenience this may have caused you and would like to send you Franz coupons if you could please provide your physical mailing address we can get those to you to replace this loaf to redeem for any Franz product at your local grocery store.  I believe that you also contacted our customer support team.  Thank you for that as well.  

  Business response

  01/29/2024

  We were able to work with this customer thru our customer service department.

  Customer response

  01/29/2024

   
  Complaint: 21144780
  
  I am rejecting this response because:
  The customer service department just tried to offer me coupons for more of their f**** bread, when obviously they need to be visited by a health inspector. No satisfying resolution was made. 

  
  Sincerely,
  
  *************************

  Business response

  02/07/2024

  Dear *****,

  I wanted you to know that we stand by our products.  If you still have this product, we would be happy to send this to a third-party lab for an independent test.  

   

  Thanks.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased bread Naked Organic hamburger buns and bread. Bread molded before expiration date. Most recent purchase caused illness day after. ***** said to expire in another ten days. Another complaint for this company mentioned the company repackaging expired beards for sale and that would make sense with what we are experiencing. I have a severe mold allergy and will no longer purchase anything from Frans due to the risk to my health and that of my familys health. I am willing to participate in a class action lawsuit if one arises due to this gross lack of safety and concern for customers well-being. ***** needs to stop this disgusting practice immediately before they end up in a wrongful death lawsuit.

  Business response

  04/17/2023

  A full investigation was conducted and it was determined that the mold growth was not consistent with the product code in question.  Some things to consider may be storage practices at the retail location.  At this time we will continue to monitor our products with ongoing shelf life to determine if mold threats are an issue with our baked goods.  We did call the customer directly and provide some coupons for the inconvenience.

  Customer response

  05/02/2023

  
  
  Hello, 
  
  Thank you for contacting your Better Business Bureau regarding complaint ID ********. BBB is in receipt of your response and will process it accordingly. If you have any questions, please do not hesitate to contact **. 
  
  Kind Regards,
  
  ****************
  Resolutions Consultant
  Better Business Bureau
  ******************************************************************************
  p: ************
  bbb.org Start With Trust
   
  CONFIDENTIALITY NOTICE: This message contains information belonging to Better Business Bureau which *** be privileged, confidential and protected from disclosure. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, copying, or distribution or the taking of any action in reliance on the contents of this information is strictly prohibited without our written permission. If you have received this e-mail in error, please immediately notify ** by reply e-mail, delete this message, and destroy any copies.
  
  
  
  From: ******************* <************************> 
  Sent: Saturday, April 29, 2023 12:12 PM
  To: Resolutions <*****************************************>
  Subject: Bbb Case id ********
  
  To whom it *** concern at the BBB,
  
  I was surprised to receive your letter on this case. When I was setting up the complaint the system would not allow me to complete the claim and I didnt think anything went through. It explains why much of the case details appear incomplete. I tried the login code to access my claim but didnt see a way to submit this information there so Im trying this email. I will forward a copy of this to both Franz and **********************
  
  To update the case, as requested, here is the progress related to these concerns from my experience and interactions. After I didnt think I would have any recourse through the bbb with the system not saving the claim I had my husband take the bread back to the original store it was purchased from, ***********************************************************. We provided the bread and encouraged them to keep it until the expiration date when it would surely show the mold content that had made me sick. We were provided a feedback form and filled that out online. ********************* then contacted me to return to the store to fill out a managers incident report which I did when I was feeling well enough to do so. 
  
  Shortly after I was contacted by Franz bread agent *************************** who asked a few questions about our home bread storage, where we had purchased the bread and told me that in no way do they repackage expired bread. She explained the process Franz undergoes when they remove near expired bread from the shelves. Choosing to move it to a liquidation location until the expiration date, afterwards it is sold to people for animal food and not for human consumption. 
  
  I looked into the potential concerns Franz had over our storage and tested the dynamic to check for any potential micro climate condensation humidity issues that *** be arising from the storage location. I have been meaning to notify Franz of the testing results but have been busy. Im emailing a copy of this letter to ****** so Franz can receive the update on the storage situation and the choices we will be making about testing the bread. Ive included a photo of where we store our bread in relation to the stove. As you can see the bread is included in a cupboard in a bread box in an area where the stove does not shed any heat. We tested this and with the stove on and cooking pots on the top and found no additional moisture or heat was present in the lower corner cupboard where the bread is stored. Notably we also have not experienced this situation with any other bread or food stored in this location. 
  
  Franz sent ** three coupons in the mail, but since they claim the issue isnt something in their control we arent yet comfortable consuming their products. As a test to see if the problem is occurring at the ******************* (since Franz said Some things to consider *** be the storage practices at the retail location) we will be using the three free franz bread coupons to purchase the same type of bread that we had problems with from three different stores. The ******* in *************************** to carry the same hamburger buns (but that is the only other location in that same town to test.) There is a Rays grocery store in ******* (45 min drive) and a ********************* in ****** (30 min farther.) We will be making a trip in the next few weeks out there and will use the other coupons while there to purchase the same product. We will then open the products and close them once to mimic previous interactions with the bread. We will then watch the packages daily for any mold. If none of the other bread products mold before their expiration date we will notify Franz and ********************* of the results and conclude that it is indeed somehow happening at the ********************* in ******** and not a a problem we will experience purchasing from the Franz itself. If any of the bread molds before expiration date we will conclude the problem is not our local retail location but somehow potentially associated with the bread itself.
  
  We would like to know more details about the full investigation Franz conducted in order to come to the conclusion that the mold growth was not consistent with the product code in question. Could Franz please clarify the meaning of this statement. Thank you
  
  ***********************
  

  
  

  Business response

  05/05/2023

  An investigation is a process of looking at other complaints that have been generated within our consumer areas.  This also includes any retain samples that are kept in the facility.  We have looked into this complaint and all areas of baking process steps as well as retain and customer complaint samples.  We keep these retain samples thru the shelf life of the products to identify mold growth as well as other quality issues.  We have followed up with the customer thru our customer service department and offered coupons to replace the product.  We do our best to control the integrity of our products to the best of our ability.  We take these matters serious, but we don't see any other trends to help control these situations.  We will continue to monitor our programs and product. 

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