Salma Ahmad was upset when she bought her favorite candy bar and found that there was a factory error. Instead of the usual wafers covered by chocolate, typical of a Kit Kat, she was dismayed to find that her candy was just solid chocolate.
And amazingly this happened eight times. Ahmad was greatly disappointed and instead of calling/writing the company asking for a refund for the eight bars, she asked for more, much more. Ahmad demanded that Nestle give her a lifetime supply of Kit Kats for her trouble.
She wrote the following in a letter to Nestle.
“As a result, I feel as though I have been misled to part with my money and purchase a product that is clearly different from what has been marketed by Nestle. The loss I have suffered is of monetary and emotional significance. I would like a full refund of the defective pack of Kit-Kat I purchased. I have also lost my faith in Nestle.”
“Clearly, if I wanted to purchase a confectionery item that is purely chocolate, I would have purchased a bar of Galaxy. I would therefore like to request a life-long supply of Kit-Kat so that I can act as a means of quality control – it appears you need me more than I need you.”
Ahmad thinks that this is a reasonable request.
“They go about advertising the unique concept of Kit-Kat, but I’m so disappointed by what I have purchased. “I’m hoping they will apologize to me and in future focus more on the quality of their product. No one else in that industry has that unique concept about mixing the wafer with the chocolate and that’s why I’m a fan.”
“If a consumer finds any issue with a Nestlé product we would encourage them to get in touch with us online, by phone or by post so that we can investigate and put things right for them,” Nestle said in a statement.”
Can you believe this? There is no reason for the company to do this. I would give her a refund for her eight bars, and tell her we appreciate your business. This is the real world. A company is not going to give away a lifetime supply of chocolate.