Just head back from my friends at Edy’s in response to my previous note. This is exactly how customer service should work. I love the details about the “peanut butter feeder” (how can I get one of those for my home) and the make good at the end is the right thing to do. I’m now a fan.

Dear Mr. Law,

Thank you for your email regarding your purchase of EDY’S Chocolate Peanut Butter Chunk. We are committed to producing the highest quality products and direct feedback from our customers is very important in maintaining our standards.

In our manufacturing process, added ingredients are mixed into the product using a special feeder. Unfortunately, we are occasionally the victims of human and/or mechanical error. In this case, it appears that the peanut butter feeder was not operating properly; therefore, none were mixed into the product. I am truly sorry that this incident occurred and marred your enjoyment of our product.

Please watch your mail for a current flavor list, savings coupons, and a gift certificate for one carton of any EDY’S with our sincere apologies. I appreciate you calling this matter to my attention and hope that your next EDY’S experience will restore your confidence in the quality of our product.

Sincerely,
Darla Richardson
Consumer Response Representative

Below is the text of a letter I just sent to the people at Edy’s Ice Cream. I have a lot of time on my hands. I’ll post any response I get back. Update: they wrote back.

Hello,

I recently purchased a one pint container of Edy’s Maxx Chocolate Peanut Butter Chunk Ice Cream and I’m sorry to say I was greatly disappointed.

Let me state for the record that I think both chocolate and peanut butter were sent directly from heaven and mixed by the hand of God. It’s a magical flavor combination that I have enjoyed for as long as I can remember. Because of this, I make an effort to sample every product on the market featuring these two ingredients.

I was excited to see your product in the freezer of my local grocery store this weekend for the first time. Chocolate ice cream? Check! Chocolate chunks? Yes! Peanut butter ribbon? Sign me up!

My excitement was at its peak after dinner when I was about to have a bowl of your ice cream. Once I opened the lid, I became concerned. I didn’t see the rivers of peanut butter like I saw in the picture on the container.

Thinking the peanut butter might be below the surface, I dug in with my ice cream scoop and filled my bowl with your product. Sadly, I still didn’t see any peanut butter.

I optimistically thought it was too dark in my kitchen, so I retired to the living room and began to eat. No peanut butter in the first bite. No peanut butter in the second bite. Only a hint of peanutty goodness in the third. My dessert consisted of standard chocolate ice cream and some chalky chocolate chunks.

This saddened me and drove me to draft this letter. I have been a fan of your products in the past, but now I worry that I’ll hesitate before reaching into the cooler. Your package tells people to “rip off the lid, grab a spoon and just dig in.” Perhaps you don’t want folks to take the time to notice its shortcomings.

Thank you,
Matt Law