Having work for or with consumer products companies, I know how sensitive they are to customer complaints. It is rare for consumers to complain, and they therefore take it seriously. The assumption is that most people do not bother to complain, so if someone does, it's a pretty common problem.
I complain if there's an issue and I always get a response from the company. They usually send a coupon to replace the defective product.
I recently had the container on a package of dental floss fail. The cutting mechanism broke off. I complained to Johnson & Johnson and got a very thorough response from their supplier:
Thank you for contacting McNEIL-PPC, Inc., makers of JOHNSON & JOHNSON® REACH® Dental Floss. It is always important to hear from our consumers, and we appreciate the time you have taken to contact us.
Our company's long-standing commitment to providing high quality products for all our consumers is the foundation of our business. Therefore, we are sorry to learn of your experience.
Since your particular situation requires a more in-depth conversation than is possible through an e-mail, we would appreciate the opportunity to discuss this matter with you further. You can call us toll free at 1-866-565-xxxx,
Monday through Friday, 8:00 a.m - 8:00 p.m. EST. Please have the product available if you have it when you call and mention the reference number noted below. Your phone call will help us to quickly gather important information for our Quality Assurance department.
In addition, we would like to have the product returned to us for Quality Assurance purposes. We have arranged to have materials sent to you for your convenience in returning the product. You can expect to receive these materials, along with instructions for return for the product, within the next few business days.
The information you provide will enable us to continue to deliver the high quality products you should expect from McNEIL-PPC, Inc.
We sincerely apologize for your experience and look forward to hearing from you soon.
Consumer Care Center