Cadbury's bizarre response to customer complaint leaves fans shocked - ‘Are you serious?’
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We know life can throw you some odd curveballs. We try our best to prepare for the surprise twist and turns, but nothing can quite compare to the bizarre situation one Aussie woman experienced when she made a recent purchase at Coles.
The woman, who goes by This Ethnic Life on social media platforms, purchased a Cadbury Pineapple flavoured chocolate block from the grocery store.
However, upon taking her first bite, she soon discovered that the chocolate was without its promised pineapple centre!
The woman was outraged so she decided to turn to social media for help, posting a video of her unfortunate experience.
'It's literally the Cadbury's shell with no filling,' she said in the clip.
As the video went viral with calls for a refund, the shopper took the advice and contacted the manufacturer of Cadbury in Australia, Mondelēz International.
The response came several weeks later and the customer was certainly in for a surprise.
She prepared for the 'occasion', dressing herself up in a pineapple-themed dress and showing off the 'chocolate shell' in question, which she perfectly preserved, before opening the email.
But, to her shock, she was apologetically issued a $5 Coles voucher ‘as a gesture of goodwill’.
While it was certainly a polite gesture from the manufacturer, the shopper was understandably a little miffed. The chocolate bar had cost around $5.50 at Coles, so the $5 voucher wouldn’t quite cover a replacement.
'Are you actually serious? A $5 gift card,' the disappointed woman said in her video.
Mondelēz International have now issued a larger voucher, valued at $10, to cover the cost of the chocolate block, as well as its replacement in acknowledgment of price variability.
A spokesperson also confirmed that the company mistakenly sent the wrong voucher to the customer.
But while things worked out in the end, This Ethnic Life was still out of pocket from her original shopping trip - as we discovered in her next follow-up video.
When she reached the register in Coles with her pineapple treats in hand, she was met with a surprise.
The barcode for her $5 voucher had already been used by someone else, so she forked out the cash for her sweets. It seems that someone managed to her TikTok to claim the discount. Or perhaps the original voucher was cancelled once the $10 voucher was issued.
'If you are that desperate to go and use my code, I hope you got something good for it,' she jokingly said, poking fun at her unfortunate-yet-hilarious situation.
What a wild story! Who would've thought chocolate would cause so much trouble?
Speaking of hassle, we would like to stress that if you ever find yourself stuck in a similar dilemma, feel free to reach out to the company!
Also, it might be ideal to take the product to Coles and ask for a replacement or a refund instead of contacting the manufacturer. After all, Coles has a return policy called 'Try It. Love it. Or Your Money Back' guarantee, which encourages shoppers, who are not happy with their purchases, to return the product, empty packaging, or receipt of any Coles brand product.
Additionally, the retailer encourages customers who are seeking a replacement or a refund for non-Coles brand items to return the product along with its receipt to the place of purchase so staff members can assist them with their complaints.
Honestly, all we can think about is how the block might have tasted. Maybe like a strange easter egg?
Members, have you ever had a similar experience with a product? How did the company respond? Tell us in the comments below!
The woman, who goes by This Ethnic Life on social media platforms, purchased a Cadbury Pineapple flavoured chocolate block from the grocery store.
However, upon taking her first bite, she soon discovered that the chocolate was without its promised pineapple centre!
The woman was outraged so she decided to turn to social media for help, posting a video of her unfortunate experience.
'It's literally the Cadbury's shell with no filling,' she said in the clip.
As the video went viral with calls for a refund, the shopper took the advice and contacted the manufacturer of Cadbury in Australia, Mondelēz International.
The response came several weeks later and the customer was certainly in for a surprise.
She prepared for the 'occasion', dressing herself up in a pineapple-themed dress and showing off the 'chocolate shell' in question, which she perfectly preserved, before opening the email.
But, to her shock, she was apologetically issued a $5 Coles voucher ‘as a gesture of goodwill’.
While it was certainly a polite gesture from the manufacturer, the shopper was understandably a little miffed. The chocolate bar had cost around $5.50 at Coles, so the $5 voucher wouldn’t quite cover a replacement.
'Are you actually serious? A $5 gift card,' the disappointed woman said in her video.
The block of Cadbury pineapple-filled chocolate did not meet the shopper's expectations as the chocolate had no pineapple filling. Credit: TikTok/@thisethniclife.
Mondelēz International have now issued a larger voucher, valued at $10, to cover the cost of the chocolate block, as well as its replacement in acknowledgment of price variability.
A spokesperson also confirmed that the company mistakenly sent the wrong voucher to the customer.
But while things worked out in the end, This Ethnic Life was still out of pocket from her original shopping trip - as we discovered in her next follow-up video.
When she reached the register in Coles with her pineapple treats in hand, she was met with a surprise.
The barcode for her $5 voucher had already been used by someone else, so she forked out the cash for her sweets. It seems that someone managed to her TikTok to claim the discount. Or perhaps the original voucher was cancelled once the $10 voucher was issued.
'If you are that desperate to go and use my code, I hope you got something good for it,' she jokingly said, poking fun at her unfortunate-yet-hilarious situation.
Key Takeaways
- An Aussie woman purchased a Cadbury’s pineapple chocolate block from Coles which had no filling.
- After reaching out to Cadbury, the customer was sent a Coles gift voucher as a gesture of goodwill.
- She was initially dismayed when the voucher was only for $5, however Cadbury subsequently sent her a second voucher worth $10.
- The customer attempted to use the voucher, only to discover it had already been used, likely by someone viewing her social media video.
What a wild story! Who would've thought chocolate would cause so much trouble?
Speaking of hassle, we would like to stress that if you ever find yourself stuck in a similar dilemma, feel free to reach out to the company!
Also, it might be ideal to take the product to Coles and ask for a replacement or a refund instead of contacting the manufacturer. After all, Coles has a return policy called 'Try It. Love it. Or Your Money Back' guarantee, which encourages shoppers, who are not happy with their purchases, to return the product, empty packaging, or receipt of any Coles brand product.
Additionally, the retailer encourages customers who are seeking a replacement or a refund for non-Coles brand items to return the product along with its receipt to the place of purchase so staff members can assist them with their complaints.
Honestly, all we can think about is how the block might have tasted. Maybe like a strange easter egg?
Members, have you ever had a similar experience with a product? How did the company respond? Tell us in the comments below!