Generally I don't go out of my way to write to a grocer regarding a bad product experience, however this years Thanksgiving will be one of the last Holiday's for my mother who has been living in my home under Hospice care for the past few months and I wanted to make it a memorable event for all. Well memorable it was as I explained to Roundy's customer service. My initial email was as follows and the response I received follows that;
I want to share how our Thanksgiving dinner went this year. After preparing the turkey and all the fixings to go with it all morning long it was finally time to sit down and have the feast we prepared all day. Everyone says the same thing, “how can I help”, Ok grandma, you can put the Brown and serve rolls in the oven and we are through. Minutes later everyone’s plates are full and we are all digging in when someone notices a blue green hue to their dinner roll, now everyone is checking the same. Ok, keep cool it’s probably just coloring from the package I said, after all I just bought them the other day and we still have a package we haven’t cooked I’m sure they’re fine, Right?, Wrong!..
Mold growing on the dinner rolls, had I or someone with a bit better eyesight other than Grandma, put them in the oven we may have noticed, but as it turned out there was mold and suddenly everything else on their plates was under scrutiny. First time ever did I see plates of food scraped into the garbage and desert served so quickly, everyone tried to change the subject but the Elephant in the room was clearly the green monsters I served up to sop up their gravy. The good news is, chances are some may find an alternative source for dinner next year so I can scale down the guest list, but seriously, like it or not your brown and serve rolls ruined my dinner party and embarrassed me and my wife. It’s hard to believe that a company the size of Roundy’s or Kroeger’s would sell a Thanksgiving day staple that would mold just days after purchasing it. I put up with the occasional rotten orange in the bag of oranges or over ripened grapes, but convenience to my home or not, you make it very difficult to shop at your store.
Not sure what you can do to ease the burn of November 25th, but felt you needed to know of this problem, I’m sure I’m not the only one who had a similar experience with this item.
Regards Don J
I'm sorry to hear of your experience with the Roundy's rolls. We appreciate your feedback but in order to do any further investigation we need additional information. As stated on our contact us page...
(Please include UPC number, product expiration date, lot code number, date of purchase, product description and store where purchased for any product-related inquiries.)
Once I receive this information I can complete a quality report and process for a refund coupon for you.
Tina. Roundy's Customer Experience Center.
and their final response
Thank you Don for sending the required information. We will file our quality report and send you a coupon to cover the cost of the rolls you were unable to use. I found your receipt from Nov. 20 with the 2 packages purchased at 99 cents each. We will get a $3.00 coupon in the mail to you within the next 7-10 business days.
Thank you for shopping with us.
Roundy's Supermarkets Inc.
Customer Experience Center (office hours 7:45am to 5:00pm, Monday - Friday)
Phone: 866-742-6728 / 414-231-5681