*I work for a pet food manufacturer, and have been here for almost 3 years. we have many pet food brands, some of which we purchased from an even larger pet food manufacturer many years ago. Many staff from this manufacturer have moved over to our company, so they have knowledge on all the brands and any changes that may have been done before my time. For as long as i have been here, our adult dog foods have been 8kg, while our puppy and senior are 6kg*
Me: Good morning ma’am, how can i assist you
Customer: Hello, I have a small complaint about one of your products. I feel you have been really underhanded in this matter and i just HAVE to lodge a complaint.
Me: Oh dear, what seems to be the problem?
Customer: I have bought your [Brand] dog food for many years now, and i like to alternate between your adult food, and your senior food. Recently, we bought your senior food, and it felt lighter. When we looked, we saw you had sneakily changed it from 10kg to 6kg! i feel this is very underhanded, because your trying to cheat your customers while keeping the price the same!
Me: oh! I’m sorry ma’am, there may be some confusion. Our senior food has always been 6kg, no recent changes have been made to our sizes.
Customer: Well you may not have changed it right now, but you did it a while ago! i know it was 10kg!
Me: Ma’am, iv been here for 3 years and its always been 6kg. It might have been changed when it was still owned by [Other Manufacturer], but that would have had to be many years ago.
Customer: Exactly! You see, you changed it! I knew it was 10kg! I’m so tired of companies changing the size of their products while keeping the price the same, its underhanded and it cheats the customers!
*she then proceeds to go on a rant for 10 minutes about how other products like chocolates or sugar or baking goods used to be bigger, but now they have been made smaller with the same price. As this isn’t my field and i cannot do anything for this, I just keep agreeing and apologizing*
Customer: well, that’s that! i still feel that what you have done is underhanded, and i wont be supporting your brand any more!
Me: We are sorry to hear that ma’am, but thank you for taking the time to give us your feedback.
*I later found out from one of my coworkers that used to work at [Larger Manufacturer] that the change was made when she still worked there, over 10 years ago*