- Report: #649870
Complaint Review: Nicorette Gum - Internet
Reported By:
WeeWilly -
Salt Lake City, Utah, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Nicorette Gum
Internet, United States of America
Phone:
(800) 419-4766
Web:
http://www.gsk.com/search.htm
Categories:
Business Rating:
(0)
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Nicorette Gum GlaxoSmithKline (owner of Nicorette) No Customer Service Internet
On 9/29/10 I purchased from WalMart a 170 count box of Nicorette mint gum for $60 plus sales tax since the store was out of the Equate brand (around $34 plus sales tax for the same size box)that I have been using with absolutely no problem at all. Since the gum was was impossible to remove from the little individual plastic container since it was stuck to the plastic, I returned it on 9/30/10 to WalMart and they exchanged it for a box of Nicorette 170 count original flavor gum at $60 plus sales tax.
When I got home I opened the new Nicorette box and, when I put a piece in my mouth, about a minute or two after putting it in my mouth the gum crumbled and pretty much dissolved to the point that I had to spit it out! As it turned out, approximately half of the gum was defective like that. The next day (10/01/10) I went to their website and sent Nicorette a message of the problem I was having and, a couple of days later, I received a reply email from them with a phone number to call so the next day I called it. They assigned case #3574623 to my case.
I explained the situation to the "customer service" rep (Justin) and explained that, as somebody living off of Social Security at the present time, $60 + tax is a lot money. Justin told me to send them the balance of the gum pieces and they would send me a refund of that number of pieces. Since that would mean that they would not reimburse me for the defective pieces that I had already attempted to use but spit out I refused that offer. Also, that would have required me to purchase another box to use while awaiting the refund. I requested that they email me a coupon good for the same size box of gum at which time I would pack the defective box of gum up and mail ti to them and, strangely, he refused!! When I called his company a company that can not be trusted he told me to have a good day and hung up on me. That was on 10/04/10 and I expected to hear from the company after that. Since I didn't, after a two days I sent them another message through their website telling them the entire story and letting them know that it's unbelievable that a company like GlaxoSmithKline (which owns Nicorette) could have such a devil-may-care customer service department and I gave them my email address and my phone number. That was five days ago but I STILL haven't heard from them so it's obvious that they could care less about customers who are being adversely affected and financiallt damaged by their defective product!!
1 Updates & Rebuttals
WeeWilly
Salt Lake City,Utah,
USA
Problem Resolved
#2Author of original report
Thu, October 14, 2010
A few minutes ago I received a phone call from Sarah at GlaxoSmithKline (the owner of Nicorette). She is a supervisor with the company and is Justin's boss. She was extremely apologetic about my experience with the gum and with her employee Justin. She told me that her company takes customer concerns VERY seriously. She explained that they do not have coupons for 170 count gum but she will drop in tomorrow's mail a $60 check for the defective box of gum that I purchased. I'm now satisfied that it was Justin's, and not GlaxoSmithKline's policy to ignore customer complaints. Case closed!!
