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So, I had this experience with the Hershey company. I wanted to share my thoughts. I had a reaction to Hershey's Strawberry Syrup, I couldn't find anything in the ingredients list that would contain gluten, but I definitely had a reaction. So, with this new outlook on life I emailed t hem just to let them know and to see if possibly the "natural flavorings" were gluten based.

I was completely surprised and gratified when I received an email response. They apologized for my reaction and wanted to assure me that this should not have happened as this product should not contain gluten. I just kept thinking to myself it was really nice and excellent customer service for this large company to address my concerns and to acknowledge my situation. I was content with this response, but here's the thing folks, Hershey took it even another step further.

A couple of days after I received my email, I received a phone call from them as well. I didnt recognize the number so I didn't answer. However, a nice woman named Cindy from the Hershey company left me a message stating they wanted to check and see how I was feeling. To once again, apologize for the reaction that I'd had and to make sure they documented the occurrence.

Are you kidding me here? This was starting to really strike me as a company that cares. So, I called them back. I spoke with a gentleman, gave him the incident code Cindy left me and we discussed my reaction. He immediately said, Oh okay you're Celiac. So, they are aware of the condition. I said that I didnt have Celiac Disease, but that I was highly gluten intolerant. Just to be on the safe side. Anyhow, he took down all my informatoin, asked if I still had the bottle of syrup. I did, so I gave him all the information, he thanked me. Apologized again for my reaction and said how they appreciated my calling them back. Once again, I was surprised and very impressed by the company's follow-through.

However, my dear friends, that was not the end of it. I just received in the mail and envelope from the Hershey Company. I thought when I saw it, it was going to be a coupon or something. Which, again would have been very cool, but you want to know what it was? It was a check. That's right, they sent me a check to "reimburse me for the product that I was unable to use." $10 check from the Hershey Company for my bad experience.

Listen up friends, this is excellent customer service. This is beyond caring about the consumer. Hershey Company, I am impressed. Keep up the good work. We will continue to purchase your products.


Thanks a Million,
Kristi