Fromm's four star wet food question

[Wally 'n' Leto]

I was wondering if anyone feeds this, and if anyone's noticed that Fromm's wet food is really soupy recently, especially the beef and chicken? We got one can of chicken that was only half full once we poured the water off, and generally they are the consistency of really wet stew/thick soup. Has Fromm's changed their recipe?

We have been so busy and with the 3 dogs we have just been feeding it anyway, but if this is a permanent change on Fromm's part we'll have to look at changing brands. What a pain.

[Chaka829]

I feed Fromm's wet food to my pug...I just bought a can of the chicken and a can of the beef....and they were both thick and stewy like you described. Sounds like you may have gotten a bad batch maybe...can you return them and ask for new cans?

[Wally 'n' Leto]

Could be. I wonder if it was the bottom of the vat or something so runny.... we buy a lot all at once so they were probably all the same lot. I'll have to look at the lot numbers tomorrow. I've written an email to the company to see what they say....

[shaynapug]

I fed Stormy the Fromm's dry chicken and veggies.....have never tried their wet! Use other cans

[Wally 'n' Leto]

@ Diane: heh heh, we use TOTW dry because Wally doesn't like Fromm's dry. And he thinks TOTW wet is gross. He just rolls in it and walks away. Guess it smells dead or something.

[Wally 'n' Leto]

Well, Fromm's has my vote. This is the reply I got today, so that's about 14 hours after the original email.

***

Dear Heather,

Thank you for your email and in choosing Fromm Family Foods.

We do apologize for the less than perfect experience with our can recipes. We are aware that there is some randomly affected cans that are occurring with our consistency and texture in the shredded formulas. We have also been working diligently to correct this. In the mean time we have a couple options for replacement food which I will list below, please let me know you preference.

First and foremost, it was immediately reviewed and the safety and nutrition remain perfect for us now it is a matter of the consistency. We have made some very good head way into correcting the issue however the unfortunate news is that some inventory may still have different textures.

While we cannot guarantee which cans will be to your liking and which may be more loose or watery, we do guarantee every recipe we make. So, as always we ask that you retain your itemized store receipt and the UPC / Proof-of-purchase. If you do purchase cans that do not meet your expectations you can send us the store receipt and UPC for a cash refund of your purchase price.

We do apologize for this concern and it is truly embarrassing that we have to continue to ask for our customer's patience with the can recipes.

If you would be so kind as to provide the following;

1. Lot # from the bottom of the can
2. Best By Date from the bottom of the can
3. How many cans did you experience this with
4. Your complete mailing address


As soon as I receive your reply, I will be sending a voucher for replacement cans. Please accept the voucher with our apologies and present to your local retailer when you select more cans.

If you have any further questions or concerns please let me know, I will be happy to help the best I can.

***

I'm impressed.

[CSollers]

Darn good customer service.

[Wally 'n' Leto]

"We do apologize for this concern and it is truly embarrassing that we have to continue to ask for our customer's patience with the can recipes."

I get the feeling she's written a few of those emails lately.. LOL It's not just because DH works in IT and takes the front line calls for help that I really feel for these folks that spent their days being b!$c#ed at. Not an easy job.

[Wally 'n' Leto]

Just to put an end to this story...

I was able to figure out the cans that were too wet and I sent them the lot numbers, expiry date and time that they were produced. There were 24 cans in all. I got a voucher for ***36*** free cans, plus the assurance that the food has been tested and is usual quality, just a little wet. So we get to keep the wet stuff, AND get 150% worth of replacements.

Just goes to show that customer service is still important to some companies. I'll sure be keeping on giving them my business.

[Wonka & Nilla]

Just to put an end to this story...

I was able to figure out the cans that were too wet and I sent them the lot numbers, expiry date and time that they were produced. There were 24 cans in all. I got a voucher for ***36*** free cans, plus the assurance that the food has been tested and is usual quality, just a little wet. So we get to keep the wet stuff, AND get 150% worth of replacements.

Just goes to show that customer service is still important to some companies. I'll sure be keeping on giving them my business.

That's awesome!!!! I love hearing stories about companies who value giving good customer service.

I recently had an issue with a box of Honest Kitchen dog food and the customer service person went above and beyond... not just replacing the food, but really making sure that I was satisfied and taking my concerns seriously. She also sent me pictures of her co-worker's pug that comes to work in the office and so of course I loved that! I was so impressed with the overall service.