So the other week, against my better judgement, I picked up some pomegranate arils from POM Wonderful.
I love fresh pomegranates. They are a labor of love to open before you can enjoy all those juices little bits with their crunchy seed inside, but I think it is worth the effort. Still, it is always enticing when someone else has the work done for you.. I recently saw my local grocery had the cups of POM POMS on discount for $1.50 each which is an awesome deal. I think they are regularly $4! I decided to give them another shot.
Unfortunately, even though the expiration date was still several days off, my first bite tasted fermented. Things looked a little frothy and thick inside. I was sad, and I knew I wasn't going to eat them. I also knew I wasn't going to take them back to the store. But I decided to write to the company and see how they would handle the feedback.
POM Wonderful Customer Service Review:
The POM Wonderful website has a very detailed form for filling out complaints/feedback about this product. I can't imagine how difficult it must be to harvest the arils, pack and ship them, and then have the consumer receive them still in peak form. Anyway, here is the email I very promptly received:
"Thank you for your e-mail and for sharing your experience with us. We are very sorry to hear that your recent purchase of POM POMs did not meet either your high expectations or ours, and we appreciate the time you took to bring this issue to our attention. Because this is fresh, natural fruit with no preservatives, various things could have instigated spoilage, such as free-flowing juice from broken arils, heat exposure/improper temperature or expired code date.
We harvest and de-seed our POM Arils under strict quality control so we would like to investigate this matter right away.
At POM, our goal is to ensure that every single POM product meets the highest quality standards, and your feedback will help us continue to strive for perfection.
We would be happy to replace your purchase of the POM POMs arils and send you some vouchers for our POM juice via regular mail due to the POM arils season ending soon.
Edith K Mena
Wonderful Call Center"
The Outcome & My Thoughts:
The next week I got a typed letter in the mail along with the promised vouchers. I received 1 coupon for a free 16oz POM juice up to $4.99 value and (2) coupons for $1 off a 16oz POM juice.
I thought this was great customer service. They acknowledged my experience, explained why it may have happened, and showed interest in prevention if possible. I had mentioned loving the juice so it was perfect to get a coupon for a free bottle (and logical since the Aril season was ending) and it was smart on their part to send some $ off coupons to encourage future product purchases.
I will continue to buy from this company... when there is a good sale ;). I just won't get the pre-packed arils again. But thumbs up on the whole pomegranates and the juices!!!
Customer Service Series Explanation:
The market for almost any product today is very competitive and to me customer service is what really stands out and makes me want to be a loyal customer of any given brand, service, or company that fits my current needs and budget. That being said, periodically when I reach out to companies, I would like to share my experience with their customer service in case it helps protect you from a bad situation or gives you confidence to make a necessary purchase knowing the company really backs their product or service. Click here to see more in the Customer Service Series.