- Index hide3 The firm assured that it is already in contact with the client in question to understand her annoyance and her complaint.
The brand made this clarification after a consumer complaint was published on TikTok.
The firm assured that it is already in contact with the client in question to understand her annoyance and her complaint.
Complaints against food chains, restaurants or stores that sell food have become the most common on social networks, mainly due to the sale of products in unhealthy states that can harm the health of consumers; however, they are also an opportunity for users to generate views using the name of the brand in false complaints, as highlighted Krispy Kreme by denying a consumer who claimed to have found one inside a chain donut.
The consumer experience is one of the recurring factors by which a brand can lose a loyal customer, which is why this point has become the quintessential business strategy to avoid losing customers..
Many times this point is not only encompassed by customer service but also by the product that does not meet consumer expectations., If the production process is not aligned, whether it is a very expensive product or many times it is in poor condition, it makes your brand lose value for the customer.
According to data from a report by Zendesk, 89 percent of consumers abandon a brand for its competitor after a single poor customer service experience.
Krispy Kreme denies consumer complaint
Krispy Kreme, the American donut store chain, contacted Merca 2.0 to clarify its position regarding the complaint that a consumer posted on her TikTok account, where the alleged moment in which a nail was found inside a donut from the company was documented. signature.
Given that viral complaint, the brand explained how its quality control process isfor which he asserted that, in addition to being a lie, said case is already being addressed by the corresponding media.
“At Krispy Kreme we are committed to delivering the best possible experience to our customers through our donuts and drinks, we have different processes for quality control and safety and hygiene protocols,” explained Maria Zubiaur Saenz Arroyo, director of marketing for the brand.
@.hi.na They haven’t answered me yet. @krispykrememexico #Donuts #unsanitary #disappointment #fyp #krispykreme #for you ♬ use this if youre gay – alex ◡̎
Likewise, in an extensive statement, the food firm shared how its quality control is in its donut factories.
“At Krispy Kreme, we have a mission to make the most incredible donuts and drinks on the planet every day, to make the day special for those who come into contact with us, and above all, to spread the joy that Krispy Kreme represents. In Mexico, thanks to our consumers, we have more than 14 factories, 18 production lines and more than 850 collaborators who produce more than 600,000 donuts every day, through a process supported by different international standards and protocols, in the Food industry. Today and always our consumer is at the center of all our actions and decisions, so our commitment is to offer them the best possible experience in food and beverages, selecting ingredients of the highest quality and traceability; We have certifications from authorized third parties that guarantee our processes, handling of supplies and quality in all our products from their manufacture, transportation and points of sale.”
“However, always we will seek to understand the different needs, concerns, complaints and comments of our consumers with the aim of detecting areas of opportunity that allow us to continue learning in order to continue with our mission of bringing the joy that Krispy Kreme represents to every corner of our country, improving processes and carrying out actions that lead us to continuous improvement”, is read in the text.
They explain that they have ongoing training programs for their staff, based on standard 251 (hygiene practices for the production of food and beverages), an internal laboratory that ensures the safety of each of its products for consumers, among many others.
Other complaints to brands for foreign objects in food
Foreign objects in food are the most recurrent health complaints, and these are contaminating objects present in food that can cause mechanical or traumatic damage to the consumer when ingested, or be a source of complaints and rejection of the product because their presence in food is considered unacceptable.
This complaint is not the first of its kind, There is the case of a Starbucks consumer who denounced the brand for selling him a Frappuccino with glass remains inside.
Friends just to be careful, last night I went to buy a frappuccino at Starbucks and it wasn’t until I got home that I started drinking it and I felt something strange in my mouth, I went to empty it in the sink and I noticed that all the glass was full of glasses @StarbucksMex pic.twitter.com/Lk5ZATK7bf
– LAW (@wences_leyvi) April 23, 2022