ComplaintsforEner G Foods Inc

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/8/23 I purchased 3 cases of brown rice loaf and 1 case of English muffins. The English muffins were fine. The brown rice loaves looked and tasted different and they were all from the same batch with an expiration date of 7/31/24. There are hard white parts in the bread and it appears that the bread was not mixed well and looked more like white bread than brown bread. It did not taste at all like the brown rice bread I have purchased many times from this company. I also found 1 loaf of moldy bread that has not been opened. I have tried calling them multiple times and I always get the following message: the mailbox for the person you are trying to reach is full. Please try your call again later and then the line disconnects. I then emailed customer service on 8/29/23 and again a couple of weeks later with no response. I spent $145 on the brown rice bread and would like to speak with someone. Did they change their recipe? If that was just a bad batch then I would like replacement loaves. If not then I would like a refund. Why arent they answering their phone or emails? Are they still in business? I am very frustrated at this point and hope BBB can help.

  Customer response

  10/21/2023

  The company contacted me directly and sent replacement bread for my entire brown rice loaf order.  They apologized for the delay and agreed that the quality of bread i originally received was not acceptable.  I am satisfied with how this issue got resolved.

  thank you for your help.

  ******* scholl 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This company has false advertising. They have website menus that claim egg free products however, its not until said product(s) arrive at your doorstep that you read the label and realize that there is a made in a facility that also processes eggs statement on the food label. Nowhere on the website does it say this statement for the product. This companys mission is to offer food items that are safe for those with allergies and dietary restrictions. We have an anaphylaxis allergy to eggs so the loaf of brown rice bread and two boxes of bread crumbs we ordered are not useable because of the life-threatening egg allergy. Even a trace amount of egg could be fatal if ingested. We should have been informed on the website in the product description, since the company does have such warnings clearly labeled on other product descriptions on their website. If you ever need their customer service, they will not answer your phone call, they will never reply to voicemails, and if they reply to your email, it will be a blanket statement that doesnt address the issue at all.

  Business response

  02/03/2023

  We apologize for the lack of response to your phone call. We are understaffed and, like so many other employers, having a difficult time finding people interested in working. The person who would normally have fielded your call recently retired, making matters even worse.

  Thank you for pointing out the discrepancy between our bags and website. I have since modified our website to include the wording "Produced in a facility that also processes eggs." to all of our products listed on our website. Unfortunately, we had some former employees whose attention to detail was lacking. However, as we order new packaging materials we are also ensuring that this same wording is on all our products.

  Ener-G Foods is committed to providing products for people with food allergies and other special dietary needs or restrictions. We were the first completely gluten-free bakery in the nation, and since that time have developed other products to meet special needs. We have several customers with anaphylactic allergies to eggs who eat our non-egg products. 

  Though we process eggs in our plant, our products that contain eggs are clearly marked as such. Egg products are mixed in bowls designated for eggs. All non-egg products are mixed in completely separate bowls. We have two different packaging lines - one for products containing eggs and the other for non-egg containing products.

  We completely understand if you wish to return the items you purchased. If you confirm that you want to return your order, I will issue you a call tag and we will credit your credit card as soon as we receive the products back in our office. If you choose to return your purchase, you should return all items as they were all produced in the same plant.

  Best wishes, Ener-G Foods

   

  Customer response

  02/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

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