Leading dairy brand Amul, on June 17, responded to a customer's complaint of "foreign matter on the lid of the ice cream tub" in Noida, assuring consumers that it takes great effort to guarantee that its products are safe, healthy, and nutritional.
Amul, controlled by the Gujarat Cooperative Milk Marketing Federation (GCMMF), stated that the company had requested the consumer to deliver the ice cream tub for examination but it was not handed over.
Deepa Devi complained on social media on June 15 about finding "an insect" inside her Amul ice cream. Amul stated that the social media post was made at about 2.30 pm on June 15, and Amul responded to the complaint immediately on social media.
In a press release, Amul stated, "We deeply regret the inconvenience caused to her because of this incident."
Amul also said that it obtained the customer's contact information at 3.43 pm the same day and that constant attempts were made to reach the client with a meeting scheduled for after 9:30 pm that evening, despite the customer's multiple interviews with the media over the same period.
During the discussion, Amul stated that the customer was informed and assured of Amul's cutting-edge ISO-certified plants, which are automated and undergo multiple strict quality checks before offering any product for sale to its valued consumers.
"During our meeting with the customer, we had requested the customer to provide the said ice cream tub for investigation, unfortunately, the customer refused to hand over the same. Unless the complaint pack is retrieved from the customer it would be difficult for us to investigate the matter and hence comment specifically on the issue which involves pack and supply chain integrity as well," it further said in the release.
The dairy company also asked the consumer to visit their plant to assure them of the quality processes used at the manufacturing plants.
Amul further assured that it would investigate the matter from all angles and again get back to the customers with the findings once it receives the complaint pack from the customer.
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