A few weeks ago, I had an unfortunate experience just as I was about to make my usual morning coffee. I poured the sugar I had recently bought into a container, only to see what looked like the remnants of an insect comfortably mixed in with the crystals.
On closer inspection, it appeared to be either a bee or a wasp. I couldn’t really tell, but I immediately began to wonder what else I had already consumed, and if there were any other unpleasant surprises lurking in the sugar that I hadn’t discovered. I poured it back into the bag.
The next day, I called the supermarket where I had made the purchase. I am choosing not to name them for two reasons. One, they did not hesitate to accept responsibility and meet with me to address my concern. Two, it is possible that the contamination may have taken place at any time during manufacturing, warehousing and transporting long before the sugar even made it to the supermarket.
The manager met with me and I accepted their offer to replace the product. This is the place where I pick up groceries every two weeks, and I can comfortably say that because of the professional manner in which this situation was handled they will continue to have my support for the foreseeable future. Unfortunately, not all businesses are as enthusiastic about giving redress as they are taking your money. If you’ve ever been unfortunate enough to find an unpleasant surprise in something you’ve bought, here is a simple approach you can take.
First, bring it to the attention of the manufacturer. In this case, because it was retail sugar, I had to contact the supermarket. But if you buy a branded product, contact the manufacturer directly and bring the matter to their attention.
Next, have a frank discussion with the company on how the issue will be resolved. Most companies will offer you some form of compensation that can range from product replacement to gift certificates for future purchases. You are under no obligation to accept the company’s offer if you feel it is unreasonable. However, be realistic in your expectations and try to keep the negotiations civil.
Finally, follow up with the company to make sure they that keep up with what was agreed. Do not hesitate to contact them again if the issue is taking too long to be resolved. Taking the matter to the press or complaining publicly on social media should only be a last resort after you have tried other negotiations. You can also seek the intervention of local consumer advocacy groups that will help you get compensation.