Free Gum!
I’ve been enjoying Extra’s new gum- Fruit Sensations both in Strawberry Banana (which is very yummy) and Island Cooler but I found the gum gets soft and liquidy in my mouth so I decided to write the people at Wrigley’s and let them know. Well, only a few hours later and I got a response!
Dear Avah,
Thank you for contacting us to comment on your experience with Extra® Island Cooler and Strawberry Banana gums. We are always happy to hear from our consumers and truly value your feedback. By receiving input from consumers like you, we are able to constantly make improvements and ensure that we are always providing our consumers with the highest quality products.
Our Technical Services laboratory technicians suggest that an improperly formulated gum base may have caused the extremely soft texture and we are continuing to investigate this possibility.
While we can’t be certain why your product seemed to fall apart, it is also possible it was exposed to excessive heat or humidity somewhere along the line after it left our factory. This may affect the texture, making it soft and sticky. It’s likely that when it returned to room temperature it maintained its appearance but lost its normal consistency. Our objective is to make high quality products that our consumers will choose over and over again, so we will pass along your comments to the appropriate personnel who are continually working on improving our products.
To help us accurately document these issues, we ask for your kind assistance in providing the lot numbers from your last purchase of these flavors, if they are still available. The lot number appears on one of the narrow edges of the package, and begins with the letter “L”. You may reply to this email to submit this information. We thank you for your help.
Again, we are sorry you had this experience and thank you for reaching out to us. We are sending along complimentary coupons in the mail with our best wishes. If you have any additional questions or comments feel free to contact us at 1-800-WRIGLEY Monday through Friday from 8:30 a.m. to 5:00 p.m. CST.
Sincerely,
Susan Garner
Consumer Affairs Representative
Cool!
Tags: gum
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Avah | June 27, 2008
By Mariel, June 27, 2008 @ 2:59 pm
Sweet! I have that problem with a lot of Extra gum too, so thank you for trying to make the gum-chewing experience better for all of us! I once contacted General Mills to bring some Chex Mix issues to their attention, and they weren’t nearly that courteous! Good for you!
Mariels last blog post..Oh my goodness.
By Mia, June 28, 2008 @ 8:59 am
@ Mariel: I have a kosher friend who once wrote kraft to see if their Jello pudding was kosher before she gave it to her kids. All she got was an automatic reply with coupons apologizing for not meeting her expectations. Took her forever to get a real person to answer her. I’m impressed by Extra.
By SheenV, June 30, 2008 @ 2:01 pm
You go girl! I always tell people to write in and complain - some companies do listen.
SheenVs last blog post..Just when I’ve thought I’ve seen it all