The shopper said that he has made efforts to obtain an apology from the supermarket, but all they offered was another cake.
Here’s the letter.
“Dear Cofek Team: I would like your advice on how to handle a complain that I have with Uchumi Supermarkets, specifically their Langata Hyper branch.
On the 5th of March 2014, I bought a cake from the Uchumi bakery for my wife. A few days, I was seated with my wife at the living room while she was enjoying the cake. After enjoying a few bites of the cake, she let out a scream.
On checking, we pulled a sharp pin from her mouth about 1inch or so that had been baked with the cake. This is a pin if swallowed would have potentially chocked her to death or caused some serious harm to her.
I took the cake plus the purchase receipt back Uchumi and launched a complain only for the manager/supervisor to instruct one of the staff to give me another cake and to ensure that it did not have any foreign object in it.
I indicated to them that I was not interested in a cake but all I wanted was a written apology that should include the steps they will take, with clear milestones, to ensure that such a mistake never happens again, not only to me but to any other person. I was even willing to sign an agreement that I would not use the same to take legal action if that was their worry.
No one has responded to my complain up to now and I find it very disappointing for a supermarket that I spend between 15,000 – 20,000 per month on shopping.
I need your advice on how to address this matter as the other option I have to go online with the images of the cake, pin and Uchumi receipt and tarnish the name of the supermarket, and I can do a pretty good job at that. (S.N)
What do you think?