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September 26, 2005


Finally, a Company I Can Support

I'm delighted to report that after getting the runaround from candymakers across the land, I have at last achieved the impossible from the strangely cold and impersonal world of corporate candy - a friendly, personalized response. Even more touchingly, it came in the form of a thoughtful answer to an unbelievably moronic complaint.

It's no wonder that it came from Tootsie Roll Industries, which remains one of the country's only successful independent candy companies in the face of the Hershey/Mars juggernaut. This response came only moments after I sent the initial email, and was followed by an envelope of coupons in the mail.

To: Tootsie Consumer Service
From: Emily

Dear Tootsie Roll Industries:

First of all, I would like to thank you for the whole Tootsie Roll™ family of candies. I love candy of all kind, but Tootsie Roll is definitely on a delicious level all its own. However, today while enjoying a tasty Tootsie Pop™, I found my chin and shirt suddenly covered in a cherry-flavored drool! I realized that this Pop had an almost indetectable hole in the candy coating around the stick, which created a powerful suction and rendered the candy impossible to eat without staining oneself, or biting off the whole thing (sadly, my bite is not quite large enough to accommodate such an action). I checked the remaining Pops in the bag and found two others with the same issue. The lot number on this bag is E055116 12:21, and it was purchased in New York City.

Thank you for your attention to this matter. As I said, I do love all Tootsie products and will certainly continue to eat them - but I know as a company committed to high quality, you would want to know about this flaw.

To: Emily
From: xxxx@tootsie.com

Emily, thank you for contacting us. There are plant inspectors, as well as quality control inspectors to check for and remove any damaged, poorly formed, unwrapped products or empty wrappers before they reach the packaging areas. We make millions of treats each day, and we make every effort to package only top quality products. Unfortunately, mistakes do happen and we apologize for any oversights.

We regret any undue concern this matter may have caused you, and we appreciate your having taken the time to alert us to a situation which you felt was not in keeping with the high standards of quality which we set for our products.

categories: Business
posted by Emily at 3:50 PM | #

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