Udi’s does it right


I have written often here about my love for Udi’s products.  I absolutely love their white bread-it has become a real lifesaver.

After moving here to Tennessee, I could only find the family size loaves. While they last a bit longer, it seems there is a serious problem with quality control.  I took a picture to show what I mean:

udis bread

Aside from the shadow caused by my cellphone, there is a gaping hole throughout the whole loaf.  I said, “What am I supposed to do with that?”

I posted on Udi’s facebook page just how disappointed I was. Others replied that this seems to be an ongoing problem and I could always use the bread in other ways.  Yes,  I could have used the bread for breadcrumbs or stuffing, but after Thanksgiving I had stuffing coming out of my ears.  I had bought the bread specifically for sandwiches.  Bread is one thing I could not give up.  It is essential to me, and baking my own just isn’t my thing.

I thought either they will delete my picture and comment, or I will never hear from Udi’s.   I was wrong on both counts. I received a response on facebook to fill out a comment on their website, including the production code.  I did so thinking-well-that’s the end of that.

I would like to share the email I received from Udi’s in response to my comment on their website:

Dear Janice,

Thank you for taking the time to contact us here at Udi’s. We always appreciate hearing from consumers who care enough to reach out to us with their comments or questions.

We regret that you had a negative experience with our product. To enable our Quality Control Department to look into this further, by return email, please provide the UPC number (found under the bar code – 10 digits) and the production code. The production code is found on the white plastic tab that closes the bread bag (it’s a series of 5-6 numbers typically starting with a 14 or 15).

We are sorry you received a loaf with holes in it. It is an issue our company is aware of; and, currently a dedicated team is working very hard to resolve. Udi’s Gluten Free is honored and humbled that you enjoy our products and hate that we have let you down.

We sincerely apologize and hope you will give us another chance. I am sending you a coupon via US Postal mail for a free UDI’s product of your choice. As part of our commitment to continuous improvement, our Team shares your comments with the appropriate departments within our organization. Thank you for taking the time to reach out to us.
Sincerely,

Chris Sherman
Udi’s Consumer Response Team
http://www.udisglutenfree.com
201-421-3970

I have to say I was pleasantly surprised.  I expected that they might send me a coupon, but this email really shouts customer service.  I have been in the customer service field for almost 20 years and I can tell you that most companies, including ones I have worked for, fall way short of what customer service should be.  I wrote back that I was very pleased by their response, and I did send the UPC and productions codes to Chris.  I received another response that he was forwarding the information to the quality control department.

I am hoping that Udi’s can improve on this issue with their family size loaves.  In the meantime, I have ordered a case of their smaller loaves.  I am still a loyal customer and will continue to promote their products.  I wanted to let you all know what an awesome company this is.

Thank you Udi’s!!

 

2 Comments Add yours

  1. glutenfree vegetarian meal ideas says:

    Interesting I only use their brand and notice the same thing. Tfs

    Like

    1. glutenfreelady says:

      From their email response it looks like they are trying to correct the problem. I love their products.

      Liked by 1 person

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