KA
KERRY A
1 reviews | Active since Jan 2011
22 Feb 2015, 20:32
Refrozen split ice cream
On Sunday 22 Feb, a rainy cool day, we bought 2l Ola Rum & Raisin Ice Cream. On eating it that evening we discovered it was totally iced. It had been melted and refrozen so it was totally split. Icicle bottom and split top. Please replace immediately. This is a massive inconvienance.
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Unilever SA (Pty) Ltd's replyOfficial
23 Feb 2015, 11:15Hello keza,
Thank you for contacting us regarding Rich n Creamy Rum & Raisins ice cream you purchased. We are truly sorry for the inconvenience caused. The fact that the ice cream was icy and not smooth would suggest that the product had been heatshocked. This happens when the product is not maintained at the correct temperature, melts and is refrozen. Under these conditions the quality of the product deteriorates. Unfortunately Ola has little control over the cold chain once products are delivered to the store. It is our experience that from time to time the store freezers do not maintain the products at the correct temperature, which could account for the heatshock. I have forwarded your complaint to our field marketer to check fridges at Pick n Pay. Thank you for your valuable feedback.
Kind regards
Zanele Mpanza
Consumer Affairs
***
Thank you for contacting us regarding Rich n Creamy Rum & Raisins ice cream you purchased. We are truly sorry for the inconvenience caused. The fact that the ice cream was icy and not smooth would suggest that the product had been heatshocked. This happens when the product is not maintained at the correct temperature, melts and is refrozen. Under these conditions the quality of the product deteriorates. Unfortunately Ola has little control over the cold chain once products are delivered to the store. It is our experience that from time to time the store freezers do not maintain the products at the correct temperature, which could account for the heatshock. I have forwarded your complaint to our field marketer to check fridges at Pick n Pay. Thank you for your valuable feedback.
Kind regards
Zanele Mpanza
Consumer Affairs
***
Best regards,
Unilever SA (Pty) Ltd's reply23 Feb 2015, 11:15
Official
Hello keza,
Thank you for contacting us regarding Rich n Creamy Rum & Raisins ice cream you purchased. We are truly sorry for the inconvenience caused. The fact that the ice cream was icy and not smooth would suggest that the product had been heatshocked. This happens when the product is not maintained at the correct temperature, melts and is refrozen. Under these conditions the quality of the product deteriorates. Unfortunately Ola has little control over the cold chain once products are delivered to the store. It is our experience that from time to time the store freezers do not maintain the products at the correct temperature, which could account for the heatshock. I have forwarded your complaint to our field marketer to check fridges at Pick n Pay. Thank you for your valuable feedback.
Kind regards
Zanele Mpanza
Consumer Affairs
***
Thank you for contacting us regarding Rich n Creamy Rum & Raisins ice cream you purchased. We are truly sorry for the inconvenience caused. The fact that the ice cream was icy and not smooth would suggest that the product had been heatshocked. This happens when the product is not maintained at the correct temperature, melts and is refrozen. Under these conditions the quality of the product deteriorates. Unfortunately Ola has little control over the cold chain once products are delivered to the store. It is our experience that from time to time the store freezers do not maintain the products at the correct temperature, which could account for the heatshock. I have forwarded your complaint to our field marketer to check fridges at Pick n Pay. Thank you for your valuable feedback.
Kind regards
Zanele Mpanza
Consumer Affairs
***
Best regards,