The Brief
If you buy “Soup in a Mug”… you expect soup – in a mug. Well, I do anyway.
The Loony Letter
Dear Sirs,
Recently, I purchased a box of your “Soup in a Mug” product. I was very disappointed to find that upon opening the box, there were sachets of soup powder, rather than the SOUP in a MUG promised.
If I am correct, soup is a liquid item. The product inside was a solid powder. Furthermore, no mug was included – even though the box pictures a mug!
I feel that your packaging is very unfair, as both the wording and pictures promise a mug, and no mug is supplied.
I look forward to hearing from you.
Regards,
Bill Bennett
The Reply
Dear Mr Bennett
Thank you for contacting us. I was sorry to learn that you feel that the packaging for our Tesco Soup in a Mug was misleading and I apologise for the disappointment caused.
We do try to make sure that the illustration and the wording on the product are a true reflection of the contents. We would never knowingly cheat or mislead our customers and take great care to ensure that our packaging accurately shows the product that is inside.
The relevant department dealing with such matters has been notified and I can assure you that this will be taken on board at the next review meeting. I cannot guarantee that action will be taken, however your views and comments are invaluable to us.
Thank you for bringing this to our attention.
Yours sincerely
For and on behalf of Tesco Stores Ltd
David McFarlane
Customer Service Manager
The Review
“I cannot guarantee that action will be taken” – i.e. “Here’s a patronising letter, now go away”.
Ooooohhhhh but did you end up by getting a mug?