I’m not angry, just disappointed … my email (complaint) to ChokaBlok
Here you’ll find a copy of the emails sent between myself and ChokaBlok (aka Sarah). Click “Read more” to see the whole story …
To: info@choka-blok.com
From: mattbeacham at hotmail dot co dot uk
Received: 12/06/2012
Subject: I’m not angry, just disappointed …
Dear Mr and/or Mrs Blok
It was only on Sunday that I’d seen your brand for the very first time. After walking around the local one-stop shop for a short while I thought to myself; “It is Sunday, the day I treat myself and don’t control the calories like I do throughout the week, maybe
I’d enjoy some ice-cream as I don’t often indulge in frozen goodness”
Then I saw you were about £1 cheaper than one of your rivals. I was ready to consider. I was struggling to choose which Ice-cream was for me, as every flavour was extremely appealing, until
I saw the “Gold Digger Dynamite”
caramel and vanilla ice-cream… I’m interested
“charged” with chunks of sweet honeycomb… it’s already one-upped itself
real chocolate caramel cups… you’re talking to my senses (and the conversation is going well)
silky sweet caramel sauce… I am walking to the counter with a happy swagger
I get home, I take a photo of the above ice-cream and Instagram it (in excitement), I sit down and un-lid, I begin to tuck in!
It starts well, the taste buds are being tickled. But not to a point in which I’m feeling ‘tickly’. A great medium
I get one third of the tub down and find a caramel cup. Being the lovely guy that I am, I offer the caramel cup to my girlfriend (what a guy indeed). NOW, just imagine my shock and horror when I come to find… it was THE ONLY caramel cup in the whole tub.
The only one?!?! (I was tempted to include more exclamation marks to emphasise the point, but I’m fairly sure I’ve almost made it).
The caramel cup(s) were one of the key features of your ice-cream and it wasn’t the key to my experience, nor hardly featured.
Your brand, flavours and ideology sit well with me. My first experience however was an extreme disappointment.
How will I be able to put my faith and hard earned money into your products again? I eagerly await your response.Please don’t leave me with a cold bitter taste.
Matt ‘didn’t rock my choks off’ Beacham
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From: customer.service@tesco.co.uk
To: mattbeacham at hotmail dot co dot uk
Date: Fri, 15 Jun 2012 18:45:14 +0100
Dear Mr Beacham
Thank you for your email and for your patience in awaiting my response.
I’m really sorry to hear that your first experience with our product has left you feeling disappointed. I appreciate why you feel let down when you only had 1 caramel cup in the whole tub of Gold Digger Dynamite you purchased from your local One Stop store.
Indeed, you didn’t even get to try this delicious addition to the ice-cream as you graciously gave it to your girlfriend. So, I’m sorry that we let you down.
This is certainly not our usual standard and I am truly sorry that your first taste of our product, whilst nice, did not give you a true representation of the quality we usually provide. As you must have eaten all of the ice-cream to find that this was the
only caramel cup, regrettably the store won’t be able to refund you on this occasion.
However, if you still have the packaging there are some details I can take, so that your feedback can be passed on to our Production team. So if you can, please let me know the barcode number, date codes, and any batch codes.
Our products are only sold in Tesco stores and One Stop stores at the moment, as we are still in process of expanding our business. We currently only have an alliance with Tesco stores, where they have agreed that we are allowed to send out Tesco Giftcards
to reimburse customers for our products. With this in mind, I’d be happy to send you a £5.00 Tesco Giftcard to cover costs and say sorry. If you have a local Tesco store and would be happy to accept this, please let me know and I’ll arrange for it to be sent
to you at…
Thank you for taking the time to share your feedback and I hope that you will give our products another try and enjoy them as much as they were intended.
Kind regards
Sarah *******
ChokaBlok Customer Service
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Received: 22/06/2012
