Terrible customer service

I found worms in a 2.5kg Golden Cloud wheat flour that I bought from Pick n Pay Willows crossing. I bought this when I was doing my monthly grocery shopping at the end of January. A week later I wanted to bake, that’s when I discovered the worms (I think they are maggots) in the flour. Initially I thought it was just 1 but when I looked closer I saw a bunch of tiny ones moving in the flour. I contacted Tiger brands informing them about this on the same day (7th of February). I sent them pictures of the packet, the worms, as well as the barcode hoping that would give them as much information as possible to have this resolved.

I kept the packet flour sealed in a plastic bag just in case they would need more details. After not receiving a response from them for a few weeks, I threw the plastic out because I believe it posed a health risk to me and my family. I then sent a follow up email on the 24th of February - someone called me a few days later saying my query has been escalated.

A few weeks passed again - I then sent another follow up on the 8th of March; till today no one has come back to me.

I must say I am beyond disappointed at how my query is being, rather not being handled. All I wanted was them to acknowledge my query, investigate the batch of flours that my bag belonged to, refund me my money, and assure a concerned customer that they have followed all health and quality protocols to ensure that no other customer goes through this. I mean it’s a health risk after all.

What Tiger Brands has shown me with the way my query was handled is that: 1. They do not care about their customers. 2. Health, quality, good customer service and brand reputation is not on their priority list. 3. All they are worried about is the bottom line- making profit.

As much as I love this brand, I had to convince myself every week not to put this online and on social media platforms to avoid negative effects that my complaint might have on the brand (no matter how small); but now I see that I’m the only one whose being considerate - Tiger Brand see’s me as just another Rand.

Regards Beyond disappointed customer