So, I’ve been a long time Jerky fan, but recently, I bought some Jack Link’s Jerky and I was bummed. It looked and tasted like rubber with beef flavouring. Outraged that I spent ten dollars for one hundred and twenty grams of meat that is going to go into the garbage, I e-mailed the company to let them know my frustration with my purchase.
Side note: I never keep receipts for food
I was hoping, but not expecting, to hear from them that they would look into the issue and appreciated my comment, but this is the response I received:
Thank you for contacting us concerning the problem you experienced with our Jack Link’s product. We are sorry to learn that you found the product unsatisfactory.
Please accept our sincere apologies for your inconvenience. We value our consumers and would like to send you a product replacement coupon good toward any Jack Link’s meat snack product. This coupon may be redeemed at most any convenience, mass merchandise, drug, grocery, home improvement or sporting goods store nationwide.
Comments from the users of our products, favorable or otherwise, are always helpful. It is only through meeting the needs of consumers like you that we can continue to be successful. We take your comments seriously and will share your concerns with others in the company.
I haven’t received any coupon or anything just yet, but the speed of their response, and the consideration given to my issue was more than enough to keep me as a customer. I’ve had many good experiences with their product before, and I’m hopeful that this was just a one-time thing.
The real lesson for all those reading though is that at the end of the day, taking time to respond to everyone that takes the time to contact you is the best way to build a brand and a business. So my thanks to Jack Link’s for the response.
Side note: Steakhouse jerky is the best kind they offer, and despite the positive response, I probably won’t buy Original any more because I don’t want to risk a repeat experience.
Update: I did receive two 100g coupons from them to get new product.