Saturday, January 30, 2010

Kikkoman: Great Customer Service

Earlier this week I bought some Kikkoman Roasted Garlic Teriyaki Marinade & Sauce. I poured a table spoon on my brown rice and brocolli without trying it first--big mistake. It tasted awful. After throwing away the bottle, I made a comment on the Kikkoman website, asking for a check for the $3.49 I'd wasted.

Two days later, I received a thick envelope in the mail from the company. Inside was a newsletter/brochure and a letter with four, crisp dollars attached to it.

The letter said:

"Dear Consumer [Fleagir]:

We received your email regarding the bottle of Kikkoman Roasted Garlic Teriyaki Marinade & Sauce you purchased at Safeway. You wrote that "it has an off-taste to it, like burnt plastic." Since you would be throwing it away, you asked for a refund. We are sorry to hear you were disappointed.

The Sauce should have a savory, robust garlic flavor so we are curious to know why it tasted like "burnt plastic" to you. We will forward your complaint to our quality assurance department for investigation.

We appreciate your taking the time to share your concerns with us. Enclosed please find $4.00 for your next purchase of another Kikkoman sauce. We hope your next experience with Kikkoman will be a good one.


[Assistant Manager Consumer Services]

How's that for terrific customer service?!

1 comment:

Wendyh said...

That's terrific! I'm very impressed that they responded at all, let alone that they did so so quickly. Yay Kikkoman!