KINDER Egg Recall - Refunds of £60,000
As some people will have seen, Ferrero, the owners of Kinder, are recalling Kinder Surprise Eggs among other products. Any listings that contained these products were removed from sale when the recall was announced, which we agree was the right action to take to avoid any further issues. 2 of our listings were affected, equalling about 700 units of stock.
The recall notice from the FSA and Ferrero states that customers should contact Ferrero directly (and gives contact details for them) for a full refund.
However, I have woken up this morning to almost 2500 refund emails, totalling almost £60,000 for EVERY SINGLE ORDER we have ever sold that contained these products, dating back nearly 18 months ago.
A complete over reaction is an understatement, as customers from over a month or so ago are unlikely to even still have them, let alone return them.
There is putting the customer first and then there is sheer stupidity on Amazons part - this £60,000, plus all the lost sales and cost of product from units we couldn’t sell in the run up to Easter this year is our wage bill for an entire year. Putting 8 peoples jobs and homes at risk thanks to their automated refunds is a complete joke and they should be ashamed of their actions. Obviously we submitted a case to Seller Support but there is no chance they will do anything, just the same automated rubbish we get all the time.
Can anyone point me in the direction of somebody who may help? I’ve had 3 panic attacks in less than 2 hours just thinking about this and can’t face to tell my staff about it and worry them.
118 replies
Seller_cJDqPFV2U0xru
probably best to contact the MD office for this sort of thing
Seller_3TxhVJ1GuBSgl
Nightmare!
Can some of your losses not be claimed back from Ferrero? the orders which have been sold since this situation came to light.
Seller_CVHqAm1a6eJM2
A gentle reminder to not put all your (Kinder) eggs in one basket!
(sorry, couldn’t resist)
Seller_K7XmNxecVrDRH
ironic. amazon said we dont ask for refunded items to be returned if they are in the Grocery Category but hang on a minute, the whole point of this is for customer safety but this is an act of profit and liability.
Seller_0msMReDTskp1Y
I think the common sense (I know, I know) thing for Amazon to do in cases such as this, would be to simply contact all buyers of the affected product, give them details of the recall and invite them to return for a refund if they wish. At a stroke that would eliminate all the sales where the item has been consumed, so nothing to return, and only those customers who genuinely hold stock affected by the recall would make returns.
This is what the supermarkets do - they’re not expected to track down every customer and repay them regardless or whether the item still exists or not.
Query - do Amazon sell any of these themselves? If so, I wonder if they’ve taken the same approach?
Seller_bxGApda6j8zcZ
I really hope you manage to get this sorted and best of luck!
Seller_Nprc5XWvdLYk9
Just popped into Aldi
they have a recall notice up for the 2 lines they stocked,
but marked as ‘all expiry dates’. (Ok the odds are that Aldi have only been carrying them since Jan/Feb or whenever it is the ‘easter’ products go out on their shelves (and not boxing day! - this is only a smaller store)
Do you know who your local MP is. You can ask them for help.
Seller_bhSWqoVh7Pn98
You mentioned these were packs, so only 1 item was recalled out of a number of items in the pack, is that correct?
Were they packs made by Kinder, made by you, or another Company.
Maybe when writing to the MD take a photo of the pack and show the 1 item was recalled, so a value of x out of a total of x (Eg Egg recalled was £5 out of a package of 7 items in the gift package, selling for a total of £20).
