Lynn's Lowdown

Quality Time

September 13, 2012
/ Print / Reprints /
ShareMore
/ Text Size+
How many times have we seen articles or sat through presentations about how important it is for retailers to work with private label suppliers to ensure product quality? More than a few.
 
So, I have to say that I was more than a bit shocked when my dad returned home from a shopping trip at a well-known retailer with a canister of private label nuts and found something not so appetizing inside.
 
My mom jokingly said that it was someone’s toe in the can. Yikes! Can you imagine?
 
But no. It was, what appeared to be an odd looking and quite disgusting cluster of possible nut components.
 
So, my father did what most people would do, and he called the number on the can and told the company about his disturbing find. He received a letter back from this particular manufacturer, which I read. Now, I am very familiar with this company, as this is one of the largest and most well-known PL manufacturers out there. And I have to say, I wasn’t too impressed with their lackluster response.
 
First, it just seemed like your average form letter to any average consumer. Now, my father shops at this retailer quite a bit and buys this product fairly frequently. You would think that the manufacturer would want to get down to the bottom of this issue and prove to my father that this just happened to be a fluke and ensure that he continue to spend his money  –  he is retired  –  on their private label product that he enjoys so much.
 
Second, they said they would send him out a coupon for a couple of free cans of nuts to replace the damaged product, and it has been about two weeks to no avail. He has also called multiple times to follow up.
 
When he spoke to someone at the retailer, they did say that they would appreciate him sending them the damaged product and that they would send it to the lab to have it tested and determine what exactly was in there. I guess that’s at least good. 
 
But in my opinion, this being such a major company, I think they could’ve handled the situation a little better. Maybe there needs to be more communication between the retailer and this manufacturer that makes their private label nuts. 
 
Think about what a company such as Johnson & Johnson had to go through to prove to consumers that they once again could trust their products after numerous recalls. The same goes for private label products.
 
If your customer has an issue with one of your products, you need to prove to them that this was a one time thing and that they can trust your private label products, and that you will ensure that your products are of the highest quality and that shoppers can feel comfortable buying them for their families.

Did you enjoy this article? Click here to subscribe to Private Label Buyer.

Recent Articles by Lynn Celmer

You must login or register in order to post a comment.

Multimedia

Videos

Image Galleries

November 2014 New Food Products

This month's new food products are Flours, crepes, lollipops, several candy items, pancakes, dip, fish, raisins, pizza, almond milk, peanut butter, and a breakfast bowl.

Podcasts

Coming with a clear, comprehensive plan was the key to success for Longo Brothers Fruit Markets when the grocer decided to roll out a two-tier private label strategy, Jenny Longo and Robert Koss tell PLBuyer editor Chris Freeman in this podcast.

More Podcasts

Private Label Buyer Magazine

PLB November 2014 cover

November 2014

The November 2014 issue of Private Label Buyer - its last issue - includes articles about the retailer as manufacturer and OTC/healthcare items, as well as category insights on pizza and household goods. Check it out today!

Table Of Contents Subscribe

Private Label Segments

Which segment of private label will see the biggest growth over the next year?
View Results Poll Archive

Clear Seas Research

Clear Seas ResearchWith access to over one million professionals and more than 60 industry-specific publications,Clear Seas Research offers relevant insights from those who know your industry best. Let us customize a market research solution that exceeds your marketing goals.

STAY CONNECTED

facebook_40px twitter_40px  youtube_40pxlinkedin_40pxgoogle+ icon 40px

PLB Marketplace