Lilian Ku
Google
I've purchased their durian ice cream from Costco multiple times and they had been great! But the last 2 pints that I bought in Nov left me feeling very disappointed. The durian taste/smell was hardly there compared to previous ones and there were no durian pulp in any of the scoop. The only saving grace was the creamy texture but it just tasted like sweet cream custard. I wanted to share my feedback with them but didn't want to write a post on their FB page, so I FB messaged them but honestly I didn't think they would respond.
But just a few days later, Meygan reached out and offered a replacement for my purchase with pints that they know were up to standard from their SJ facility. I so happened to have an appointment near SJ the next day so I took on the offer. Tyler attended to us and even put some dry ice in our cooler bag after knowing that our ride back will be quite a while. When we reached home, we couldn't wait and had to dig in to the new pint. And yes, they were as good as we recalled and truly satisfying!
This surely was a good customer recovery (5stars), thank you!