Having removed sugar from my diet, I treat myself once a week to a small chocolate bar.
The caramel had oozed out and the wrapper was adhered to said caramel. I wrote to Mars to let them know. Not to get a replacement, just to let them know there was a failing somewhere along the line.
I purchased this Mars Bar at Woolworths Dianella Plaza at 4.30 pm on Fri 22nd March. The caramel had leaked? over the top of the Bar and completely adhered to the paper wrapping I tasted it and there was a distinct taste of paper. Included 2 photographs. I am not returning it. Simply letting you know that this and others must have been a failing somewhere along the supply line.
Thanks for your reply and for providing us with the additional information.
Your concerns and feedback are important to us, and we appreciate your efforts to let us know about this. We've shared the available details with our Distribution Team for their awareness.
As a gesture of goodwill, we will arrange to send you a physical voucher via post. Kindly note that we're unable to replace vouchers that are either lost or stolen.
Thanks again for reaching out, and we hope you'll continue to enjoy our products.
A rather prompt reply from Mars Wrigley Confectionary Australia
I sent my observations on Friday and received this response on Monday morning
Thanks for contacting us about MARS®. We’re sorry to hear about your experience and we appreciate the photos attached.
It seems like your product has been affected by excessive heat prior to your purchase. Confectionery moves through a long distribution system from manufacture to retail.
Sadly, it’s not possible for us to maintain control over storage conditions once products leave our warehouse. We’ll make sure we share your feedback with our Distribution Team for their awareness.
So that we can replace your product, we’d like to send you a e-gift card to use next time you’re shopping. Unfortunately, our Coles e-gift cards are currently unavailable however, if you’re okay with Woolworths, we’ll then send you a link and you can take your smartphone/device to the supermarket to scan it at the checkout.
@helenS There was no melting of the chocolate covering. It appears it was crushed slightly as it was broken all the way around the top and the gooey caramel leaked out.
I did something similar with a bag of Stacys Pita Chips. They sent me an apology, coupons for free products, an apron, hat, socks, keychains that were bottle openers and other little items. I love those chips. I alwo love Mars bars.
@Gusman as the consumer you did the right thing whether it was for a refund or not it does not matter. you have bought inferior goods that you cannot actual eat and you are lettting them know this and whether they reimburse you is another story
@smiler2012 I always let companies know when I pay for an inferior product. Not to receive goods but to let them investigate the cause(s) leading to the inferiority. As I stated, I am not returning it.
@JoyfulSilence There was no melting of the chocolate covering. It appears it was crushed slightly as it was broken all the way around the top and the gooey caramel leaked out.
