Complaints

• Initial Complaint

  08/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had bought rag kettle cooked marinara sauce for $2.79 brought it home tried it on garlic bread. The sauce tasted like it had mold in it and was burnt and oily I had called the company to see if they had the customer service satisfaction guarantee or your money back. And they say they dont I live on social security ssi and food stamps all they wanted to do was send me a replacement coupon for the same thing. Why would I want the same the thing or anything from this company after this experience. I tried to get a supervisor but I wasnt transferred to one.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 11th 2022, I attempted to open a jar of Ragu spaghetti sauce by trying to turn the top but it would not open. So I tapped it on the bottom with the palm of my hand and the jar exploded all over my kitchen and on me. After looking over the jar, I noticed that the top was still attached and with the jar still in my hand a observed a perfectly oval shaped piece of glass which came from the bottom size of the jar. (It is about the size and shape of a eye socket.) After calling Ragu customer service and providing what happened and pictures, they set up for a courier service to come and pick up the jar which still had some of its contents in it in the ziplock bag that I put it in on May 17, 2022.I have attempted to clean my kitchen but there is a smell which is from the sauce going into crevices. I had to spot clean my new runner and throw away my houseshoes and kitchen towels do to stains. I have waiting to be compensated for the damage. No one calls to keep me updated, I only get information unless I reach out. June 17th at 1:31pm, June 20th at 10:43am, July 8th at 11:03am,July 22nd at 10:54am and 2:44pm. This is unacceptable that I have had to be inconvenienced for this long. I have been patient, courteous and compliant and yet this multimillion dollar company has not demonstrated the same to a consumer that could have been injured by the glass. I would like the BBB to assist me in the recovery of my loss and inconvenience please because my attempts to receive compensation for my time, my loss and my continuous attempts to get rid of the smell. I haven't even been offered a coupon to replace my spaghetti sauce. I feel ignored and I also feel as if the person that only responds to my emails when I call to see if the emails have been received.This is very poor and unacceptable customer service and I want the full compensation that I would be entitled to by their insurance which is said to be the hold up.Respectfully

  Business response

  08/15/2022

  Good morning.  The following was sent to  Better Business Bureau <**********************************************************************************************> on Friday 8/12. 

  Good Afternoon,
  
  I wanted to reach out to let you know this has been received and we are working to resolve this matter with the consumer.  We are currently reviewing her claim to you as her representation of the facts differ from our documented contacts with her.  We will be working with her to hopefully come to an agreement that will be acceptable to all parties.  She admitted tapping the jar prior to it breaking.  So we are trying to retrieve phone recordings to further look into this.
  
  Hopefully we can close this out shortly.
  
  Please let me know if any questions
  
  Have a great day
  ****
  
  
  *******************
  Customer Quality Manager
  ******************** *******, Inc.
  1661 **************, Suite 200
  **************, ** 60056
  Office:  **********************
  Cell:  ************
  ***************************************
  

  UPDATE:

  I have reviewed the pictures sent by the consumer and several were the first time i have seen these.  She had not previously disclosed these with **.  We will be reaching out to the consumer today. I will update after we have a chance to speak with her

  *******************

   

  Customer response

  08/16/2022

   
  Complaint: 17662969
  
  I am rejecting this response because:
  

  To Whom it May ***************************** id="*************************************-ad82-d2a0a181a0d6" style="font-size: *******px; font-family: arial, helvetica, sans-serif;">
  

  I am responding to the specific comments provided by  ************** with Mizan ************ to The Better Business Bureau, in response to my claim.

  
  

  
  

  ************** made it a point to share that my claim made to you (The BBB) regarding my representation of the facts differ from their documented contacts with me. I reported what happened close to 3   months ago exactly as it happened and to read this response leaves me baffled and disheartened which leads me to ask the question, what are the differing facts?

  
  

  His response to me "admitting to tapping the jar" is almost accusatory. Are you insinuating that I did something out of the norm to cause this specific jar of Ragu spaghetti sauce to explode?

  Yes, I did tap the jar but I did so with the palm of my hand which most people do to loosen a jar top. I have never in 35 years had an experience of tapping any jar with the palm of my hand on the top or its bottom and having it explode from the side causing a piece of glass to dislodge with the top remaining on. This incident was clearly a quality control issue that could have led to an outcome with possible injuries.

  
  

  I thought that I would have heard back from someone with Mizan ************ shortly after the report was made to them, due to the nature of the incident with a more positive response. Good business ethics as it pertains to complaints especially like this one would have warranted a call back from someone in Mr. ****** position within 2 days, certainly not almost 3 months, questioning the reported incidence validity.

  
  

  Even after being told that it takes a while for the insurance company to make their final decision, I have continued to wait patiently without anyone keeping me updated on the status until yesterday, August 15th, 3 days after reaching out to The Better Business Bureau, I receive a call from **************. Was this just a coincidence that I was contacted?

  
  

  In fact during the conversation that ************** and I had, she offered the same suggestions to resolve this issue that I made to *** in July, which at this point is not acceptable, because it would not cover the estimate for the cleaning service that I was asked by Mizan ************ to provide along with the recovery of my damaged items to which I submitted photos and receipts and the jar of spaghetti sauce that is now in Mizan ************* possession.

  
  

  I have since spent additional monies and time on cleaning supplies to eliminate the lingering smell that was left behind while awaiting the final decision from the insurance company. All I want is a fair and reasonable resolution as I have been nothing but patient, fair and compliant through this entire ordeal but it has been long enough and I do hope that my suggested offer would be accepted.

  
  

  
  

  Respectfully

  
  Sincerely,
  
  *************************

  Business response

  08/23/2022

  Good afternoon ****************,

  We want to let you know we have received your response and are currently reviewing your case and are working on an offer that we feel will be acceptable.  Our Consumer Engagement Team will be reaching out to you shortly.  
  

  Customer response

  08/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory just as long as it is fair and timely. After speaking to ***** on 08/15/2022  to discuss the findings and resolution of the exploding jar from the insurance company's investigation of which I have waited patiently for, a unsatisfactory offer was made. Also, I was  assured by ***** during the close of that call that she would get back with me on the following business day with a settlement response, it has been 14 days with no call.

  All I have done is wait and now it is going on 4 months and I can't help but reiterate that to this business (*****'s America) and at this point, it is the principle just as it has surely been a big inconvenience concerning this unfortunate matter. 

  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩