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Customer service FAIL- Stubb’s

So I don’t think I have ever complained about a company on my blog, but this is my blog and I am going to have to share something that has really made me disappointed. Is it okay if I go off on a miscellaneous (sp?) rant? I hope so. If you don’t want to read a rant, please feel free to be entertained by the following Youtube video.



Everyone else, read on.

I’ll tell the story from the beginning. It starts in a grocery store. A mystery shopping teacher, her husband, and child shop for groceries like normal. They decide to try a new brand of barbecue: Stubb’s. I mean, it looks like it could be pretty good. Why not? It was a good price. So we try a bottle. We did not like it. In fact, we couldn’t eat it at all. I mean, we thought it was horrible. So my husband emails the company to ask for a refund. Here’s the email:

This is my first time trying your brand of BBQ sauce and I am highly disappointed with the texture/taste of the sauce. I purchased the Honey Pecan BBQ sauce and I would like to get a refund for my purchase. I used the sauce on ribs, chicken, and steaks and everyone agreed that it was the worst tasting sauce they ever had. I do not have a receipt of the purchase but it was purchased at my local Winn-Dixie Store in Marianna, FL. I believed it was $3.89 but I am not sure. Please contact me through email so I can send you my mailing address for the refund amount. Thank You for time.

So someone from the company did take the time to reply with the following:

Thank you for contacting Stubb’s customer service. We are so sorry to hear that you were disappointed. Honey Pecan has a very unique flavor profile and people either love or hate it. Some days I have people tell me it’s the best stuff ever and other days it’s the worst. Would you mind providing me with the best buy date and the numbers that follow it. That information is located on the glass above the label. This will allow us to research your complaint further just to make sure there wasn’t an issue with your sauce. Please send me your mailing address and I will send you some replacement coupons. I don’t have anyway of writing you a check. When you receive the coupons you can get a free bottle and return that one for your money back.
We really hope you try a different flavor! Sweet Heat is amazing!!!

Talk to you again soon.

So we were glad to have the reply. We figured we would give it a try again. My husband replied with the information that the rep. asked for. So I need your opinion. Does it sound like we were going to get a coupon (or some coupons) for a free bottle or is that just what we were assuming? So anyway, here is what we got.

Awww! Nice and cuddly. Okay, so that was slightly annoying. It was annoying that they just sent a card that looked like the standard reply. However, what was even more annoying was what was enclosed in the envelope.

Are you kidding me??? Two coupons for $0.55 off? Why would we want to pay for another bottle when the first one was so awful, even with a coupon? What do you think? Am I off base to be disappointed with this company? I might change my mind one day, but right now I don’t plan on EVER trying another product from Stubb’s if that is how they treat customers. Customer service FAIL! As a mystery shopper, I expect much more from a company.

Whatever happened to treating your customers right? Whatever happened to making the customer happy? When there is a product a customer likes, they can really spread the news about it. I wouldn’t have taken the time to craft a blog post if they had sent a replacement product coupon. We would have tried another bottle and even if we didn’t like it, I wouldn’t have written a blog post about that. I probably would have just thought- oh, that is just not for me. But to say that you’re going to do something and then now follow through? Not cool, Stubb’s. Not cool. Rant over. Mystery Shopping Teacher out.

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{ 4 comments… add one }
  • Luke 10/18/2012, 11:29 pm

    I do agree that could be annoying. But it seems to me that you’re taking it way overboard. It’s not horrible customer service. Horrible customer service would be to respond in a rude way and offer no rectification. I think this was simply miscommunication taken way out of proportion.

    • Nirra 10/20/2012, 10:36 am

      Thanks for the comment. I appreciate your opinion and maybe it was just a miscommunication. However, I think my husband was pretty clear in getting across our dissatisfaction with the product and the company should have offered some recourse. I wrote the blog post when I was in a mood about it so I’m thinking that MAY have come through a little bit, hehe. Thanks again for the comment

  • denise 10/19/2012, 3:29 pm

    it implied a freebie coupon–did you call?

    • Nirra 10/20/2012, 10:37 am

      I have not- my husband was dealing with it. I think I might, though. Thanks for the comment.

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