Table of Contents
1) General Enquiry Responses: Social and Email – Page 4- 10 - General
- Hours and Store Info
- Nutritional Information and Ingredients
- Ordering and Delivery
- Careers
- Products - General
2) Dough Getters Responses: Social and Email – Page 11 - 22 - Signing Up
- Stamp Card Questions
- General Dough Getter Complaints
- DG Chat Bot
- Reward/Offer Extension Request
- Goodwill Spend Adjustments
- DG General Questions and Feedback
- App Review
3) Quality, Food Safety and Bakery Incident: Acknowledgement Responses – Page 23 - 32
- Green – Low Priority Issue
o Cosmetic Issue – Email & Social
o Food Quality and Safety (No filling/burnt product) Email & Social o Food Quality and Safety (Hygiene) – Email & Social
o Pest Encounter – Email & Social
o Minor Customer Injury – Email & Social
o Staff/Bakery Complaint – Email & Social
o COVID Rules Breach – Email & Social
- Amber – Potential Major Issue
o Food Safety (Foreign Object/Matter) – Email & Social
o Food Safety (Mould) – Email & Social
o Pests in Product or Packaging (Dead fly or moth) – Email & Social - Red – Critical Issue
o Food Safety (Severe Customer Injury) – Email & Social
o Food Poisoning – Email & Social
o Live Pest In Product – Maggots – Email & Social
o Bakery Accident– Customer/Employee – Email & Social
o Security Issue – Customer/Employee – Email & Social
o HR Issue – Employee Incident – Email & Social
o Media Enquiry – Communications Incident – Email & Social 4) Quality, Food Safety and Bakery Incident: Post Investigation Responses – Page 33 - 39
- Green – Low Priority Issue
o Cosmetic Issue – No Response (unless advised)
o Food Quality and Safety (No filling/burnt product) Email & Social o Food Quality and Safety (Hygiene) – Email & Social
o Pest Encounter – No Response
o Minor Customer Injury – No Response
o Staff/Bakery Complaint – Email & Social Response
o COVID Rules Breach – No Response
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- Amber – Potential Major Issue
o Food Safety (Foreign Object) – Our Fault – Email & Social
o Food Safety (Foreign Object) – Inconclusive – Email & Social o Food Safety (Foreign Object) – Not our Fault – Email & Social o Food Safety (Mould) – Our Fault – If product was not returned o Food Safety (Mould) – Inconclusive/Our Fault – Product Returned - Email & Social
o Food Safety (Mould) – Product Returned & Inconclusive/Our Fault – Email & Social
o Food Safety (Mould) – Not our fault – Email & Social
o Pests in Product or Packaging (Dead Fly or Moth) – Email or Social
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1) General Enquiry Responses: Social and Email***
*** Please use the below social responses for email queries as well, changing the greeting and closing as below;
Hi XX,
Thank you for your message. <Insert appropriate response here>.
Warm regards,
<Email signature>
General
Donations
Hi xx, thanks for getting in touch! This sounds like a great cause! For any donations, we recommend getting in touch with your local Bakers Delight directly. You can find contact details here: https://www.bakersdelight.com.au/find-a-bakery/. Good luck! Cheers, BD
Plastic Bags
Hi xx, thanks for your message. We’ve implemented some changes to our customer service in our bakeries over the years to minimise the use of plastic bags where possible. Of course customers may always request a carry bag. We’ve also introduced our new 'Non-woven Enviro Bag' that customers can buy for $1 and re-use it not only at Bakers Delight but every time they shop. Cheers, BD
Bread Tags
Hi xx, thanks for reaching out with your concerns. Our bread clips used to seal the bags fall under number 6 of the plastic material recycle codes. This means that the degradation process begins the moment the tag has left the extruder as there are no additives or inhibitors added to the tag. However, we aren’t stopping there. We are currently working on a number of short and long term strategies to help further reduce single-use plastic across our network. Cheers, BD
Plastic over Paper issue
Hi xx, thanks for reaching out with your concerns. Please be assured that Bakers Delight aims to reduce the use of single-use packaging wherever we can and we have certainly not been increasing how much we use plastic packaging. We have introduced paper carry bags and tote bags instead of plastic carry bags across many of our stores with the view to continually roll this out to all of our stores across the country. The reason we use plastic packaging for products such as our loaves and rolls is to ensure they stay fresher for longer as they are baked fresh everyday with no preservatives which reduces their shelf life if kept in paper packaging. The products which are packaged in our paper bags are single serve items which are supposed to be consumed on the day of purchase rather than kept for multiple days. We hope this alleviates some of your concerns and please know we are
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constantly looking at new ways to reduce the use of single-use plastic across our network. Cheers, BD
Missing Dough Getters transaction as card didn’t scan:
Hi xx, thanks for reaching out. Sorry to hear that you have experienced issues redeeming a transaction through your Dough Getters account. Please send us a private message with your login credentials (email and mobile) and proof of your transaction such as a bank screenshot and we will be happy to add this transaction to your account. Cheers, BD
Hours and Store Info
Locations
Hi xx, thanks for your message. To find the closest bakeries near you and their trading hours, we recommend putting your postcode into our bakery locator here: https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD
Public Holiday and Regular Trading Hours
Hi xx, thanks for reaching out. As our bakeries are individually franchised, they all have different trading hours. You can see your local bakery's most up to date public holiday and regular trading hours here: https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD
Permanently/temporarily closed:
Hi xx, thanks for reaching out. Unfortunately, our xxx bakery has permanently/temporarily closed. To find the next closest bakery to you we recommend using our bakery locator here: https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD
Public Holidays Hours after it has occurred
Hi xx, sorry for our delay in getting back to you! For future reference, you can see if your local bakery is open on a public holiday here: https://www.bakersdelight.com.au/find-a bakery/. Cheers, BD
Nutritional Information and Ingredients
Gluten Free
Hi xx, thanks for reaching out. As we bake fresh bread in our bakeries using raw ingredients, to produce gluten-free products we would need to make this outside our bakeries, and it wouldn't be baked fresh every day. Unfortunately because of this, we will not be producing gluten-free products in the foreseeable future. Sorry we don't have better news, and if this process changes we will certainly let our customers know Cheers, BD
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Vegan
Hi xx, thanks for getting in touch. We’ve made an effort to eliminate as many animal derived products from our breads range as possible. However, a number of our savoury products contain animal products and all products containing pesto also contain cheese. All Danishes, Croissants, Scones, Tarts and products containing chocolate, caramel and cinnamon mix and custard contain either butter, eggs or milk solids. Please keep in mind that due to the scratch baking method used in our bakeries we can’t guarantee that any product will be free of any ingredient used. You can find out the ingredients at your local Bakers Delight or online here: http://www.bakersdelight.com.au/products/ while each vegan friendly product will clearly state this on the individual product page. Cheers, BD
Nutritional Info Request
Hi xx, thanks for reaching out. Our xx contains xx g of xx per serving. You can find out more here: (product link). Cheers, BD
Soy free
Hi xx, these are our soy-friendly ranges: Ciabatta, Turkish, Rye Sunflower, Sourdough, Rye Sourdough, Pane Di Casa, Rye Pane Di Casa, Wholemeal Pane Di Casa and Continental. You can find a full list of ingredients online here:
https://www.bakersdelight.com.au/products/. Cheers, BD
Dairy Free
Hi XX, thanks for your message. We have over 150 vegan friendly products: http://bit.ly/AUVeganProducts, but as we bake fresh in our bakeries using raw ingredients, we can’t guarantee that any product will be completely dairy free. Please note that a lot of our savoury products contain cheese, so does our pesto. All danishes, croissants, tarts, scones and products containing chocolate, cinnamon filling or custard, contain either butter or milk solids. Cheers, BD
Nut Free
Hi XX, thanks for getting in touch. We do use almonds and walnuts in selected fruit products; whilst cashew and pine nuts are used in our pesto. No peanuts are used in any of our products, however a number of products contain seeds and grains. In addition to this, a number of our ingredients may contain nuts. You can check the nutrition and ingredient information at your local bakery or online here: https://www.bakersdelight.com.au/products/ when you need to. We always advise being careful as we do use scratch baking methods ☺ Cheers, BD
Allergen Awareness
Hi XX, thanks for your message. We take allergen awareness very seriously at Bakers Delight and comply with all Australian food legislation. You can check the nutrition and ingredient information at your local bakery or online here:
https://www.bakersdelight.com.au/products/ when you need to. However, we always advise being careful as we do use scratch baking methods ☺ Cheers, BD
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Diabetics
Hi xx, thanks for getting in touch! Unfortunately we don’t make any products specifically for diabetics. We recommend seeking advice from your health care professional before purchasing. Cheers, BD
Sugar Free
Hi xx, thanks for getting in touch. Unfortunately, we can’t offer bread that has no sugar as it’s found naturally in most of our ingredients. If you’re looking out for low sugar options, we can suggest trying our White, Cape Seed, Wholemeal Country Grain, Chia, Sourdough and Pane Di Casa ranges. You can find the nutrition information at your local bakery or online here: https://www.bakersdelight.com.au/products/. Cheers, BD
Low Carbs
Hi xx, thanks for getting in touch! Unfortunately we don't make any specific low carb products but you can see our Healthy Solutions range here: http://bit.ly/AUHealthySolutions. Cheers, BD
Low Salt
Hi xx, thanks for your message. Bakers Delight has reduced the salt levels in our traditional white, wholemeal and country grain ranges. Our Cape Seed range is also very low in salt. You can find out the nutritional information in your local bakery or online here: https://www.bakersdelight.com.au/products/. Cheers, BD
Halal
Hi xx, unfortunately our bakeries and products are not Halal certified. We don’t have segregated preparation areas for the production of Halal certified products and some products contain non Halal ingredients, including pork. Sorry we don’t have better news for you! Cheers, BD
Palm Oil
Hi xx, thanks for getting in touch. The Bakers Delight range of traditional breads does not contain ingredients derived from palm oil. A small number of our sweet and savoury range contain palm oil/palm oil derivatives. We have been working closely with our suppliers to move to the use of certified sustainable palm. All ingredients and products are either palm free or contain certified sustainable palm, contributing to the production of certified sustainable palm oil. Cheers, BD
Yeast Free
Hi xx, thanks for getting in touch. Yeast is an important part of bread making and is what helps it rise, so it is in all products baked at Bakers Delight apart from scones and our Authentic Sourdough. Our Authentic Sourdough is made using a culture of wild yeasts and bacteria which naturally occur in the air and flour. Hope this helps. Cheers, BD
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Ordering and Delivery
Place order
Hi xx, thanks for your message. To place any orders, we recommend getting in touch with your local Bakers Delight directly. You can find their contact details here: https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD
Missing bakeries on Click & Collect
Hi xx, thanks for reaching out. While most of our bakeries are now offering Click & Collect, it is still unavailable at some of our bakeries so you will be shown the closest locations to you offering it. Cheers, BD
Delivery
Hi xx, thanks for getting in touch. As our bakeries are individually franchised, it is at the discretion of the individual franchisees whether they are able to offer a delivery service. To find out if your local Bakers Delight is delivering, we recommend contacting them directly. You can find contact details here: https://www.bakersdelight.com.au/find-a-bakery/. Additionally, some of our bakeries are currently delivering through Uber Eats! You can see them here: https://www.bakersdelight.com.au/ubereats/ Cheers, BD
Online ordering
Hi XX, thanks for getting in touch. Some of our bakeries are offering online ordering. To see if there are any near you, you can tick the service you are after and search your postcode here: https://www.bakersdelight.com.au/find-a-bakery/. For more information on online ordering, you can search here: https://www.bakersdelight.com.au/online-ordering/. If there aren't any bakeries near you offering this, to place any orders, we recommend getting in touch with your local Bakers Delight directly. You can find their contact details here: https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD
Careers
Job opportunity
Hi xx, thanks for your message. As our bakeries are individually franchised, we recommend contacting your local Bakers Delight for any possible job opportunities, or alternatively, you can submit an expression of interest here:
https://www.bakersdelight.com.au/company/careers/expression-of-interest/ Good luck! Cheers, BD
Work Experience
Hi xx, thanks for your message! As our bakeries are individually franchised, each Franchisee monitors their own work experience programs, so we’d suggest getting in touch with your
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preferred bakery. You can find them here https://www.bakersdelight.com.au/find-a-bakery/. Good luck! Cheers, BD
Apprenticeships
Hi xx, thanks for reaching out. Australian Apprenticeships are available to anyone of working age. You can undertake an Australian Apprenticeship if you're a school leaver, re-entering the workforce or an adult worker. Each franchisee does their own recruitment so please contact the bakery directly to determine whether there are any vacancies within the team. You can find them here https://www.bakersdelight.com.au/find-a-bakery/ or alternatively you can look for any opportunities on our careers page here:
https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD
Minimum Working Age
Hi xx, thanks for reaching out. Our minimum working age varies depending on different state legislation. You can find individual state requirement in the FAQ section of our careers page here: https://www.bakersdelight.com.au/company/careers/. Cheers, BD
Products – General
Product availability
Hi xx, thanks for reaching out. As our xxx are optional for our bakeries to make, not all make them. If you leave us with your postcode though, we’d be happy to check if a bakery near you is making this product! Cheers, BD
Cakes
Hi xx, thanks for getting in touch. Unfortunately, cakes aren't something our bakeries make. Cheers, BD
End of day waste
Hi xx, thanks for your message. Where possible, our Franchisees donate surplus bread to local charities and community groups across Australia and New Zealand. Certain products, such as those that contain meat or custard cannot be donated. If you have a charity partner who may have a need for products please feel free to contact your local bakery: https://www.bakersdelight.com.au/find-a-bakery/ or our customer relations team: https://www.bakersdelight.com.au/contact/. Cheers, BD
Storage of Single Serve Sweet Products
Hi xx, thanks for getting in touch. Our xx are best enjoyed on the day of purchase. Be sure to store them in the Bakers Delight plastic bag they came in or a zip lock bag in a cool, dry place. Cheers, BD
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Storing Bread
Hi xx, thanks for getting in touch. Crusty loaves and rolls, like our delicious Pane di Casa, are best stored in a paper bag and eaten fresh on the day they’re baked (just try and resist). Our other soft breads, rolls, buns and scones should be stored at room temperature in a plastic bag, bread bag, or in a well-ventilated bread bin. This will stop the bread from drying out and keep it fresh for days. Cheers, BD
Freezing bread
Hi xx, thanks for getting in touch. All Bakers Delight breads are suitable to freeze and can be stored in the freezer for up to four months. For maximum freshness, place the bread in a freezer bag, remove as much air as you can and then seal it. When you’re ready to thaw, you’ve got a couple of options. You can remove the seal and leave it to thaw naturally and slowly in its packaging. Alternatively, if you’ve got hungry mouths to feed, remove it from the bag, wrap it in paper towel and put it in the microwave on high for bursts of 10 seconds until it’s perfectly soft and ready to eat but be careful not to overheat it. Cheers, BD
Frozen Products
Hi xx, thanks for reaching out. The process to make Tarts and Croissants is specialised, time consuming and different to bread making. Bakers Delight does not typically employ qualified pastry chefs and do not have the appropriate equipment for this process. As such, these products are brought in from our trusted suppliers and are then baked in our bakeries. Cheers, BD
Christmas Products Shelf Life
Hi xx, thanks for reaching out. Due to the ingredients used to bake our Christmas products, our Lemon Tarts, Fruit Mince Tarts and Traditional Christmas Cakes have an extended shelf life. The expiry date of these products will be indicated on the bottom of the box, patty pan or tin depending on the product. Cheers, BD
Positive Product Feedback
Hi xx, thanks for your message. We are so glad to hear how much you love our xx! We always love hearing positive feedback and we will be sure to pass this on to the Product Team Cheers, BD
Positive Customer Service
Hi xx, thanks for your message! We always love hearing about how our friendly staff have delighted you in store and we will be sure to pass this on Cheers, BD
Price variation
Hi xx, thanks for reaching out. As our bakeries are individually franchised, current legislation restrict franchisees from price fixing. As such we can only offer a Recommended Retail Price (RRP) to our franchisees. The bakeries can then choose to adopt these prices or apply an alternate pricing structure based on their own business needs. Cheers, BD
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2) Dough Getters Responses: Social and Email
Signing Up
How do I sign up to Dough Getters/I can’t signup
Hi xx, thanks for reaching out! We’re excited to have you on-board our growing Dough Getters family. You’ll find the Dough Getters App on the Google Play/Apple Store under Bakers Delight - Dough Getters. Alternatively, you can sign up on our website here: https://rewards.bakersdelight.com.au/#/signup. Cheers, BD
I couldn’t get through the sign up form/I can’t proceed without a card number Hi xx, sorry to hear you are still having issues signing up. Please check for any error's on your registration page, these will be highlighted red. If you continue to experience issues please call our Customer Relations team on 1800 325 325 for further assistance. Cheers, BD
I’m having issues signing up
Hi xx, thanks for reaching out. We’re sorry to hear about your experience with Dough Getters so far. Please let us know which part of the sign up process you’ve been having trouble with and we would be more than happy to help. Cheers, BD
I don’t have a mobile how do I sign up?
Hi xx, thank you for your concerns. We’re aware and grateful to have loyal customers of all ages supporting our local bakeries and would hate for anyone to miss out on being rewarded. We recommended reaching out to your bakery to check for an alternative option to the Dough Getters program that may suit your situation. Cheers, BD
What is a Dough Getters Card/Card Number and how do I get it?
Enquiring about card and hasn’t signed up yet:
Hi xx, thanks for reaching out. We’re excited to have you on-board our growing Dough Getters family! A card number is not a mandatory requirement to complete the sign-up process and you should be able to skip this field to complete the sign-up. You can obtain a Dough Getters card next time you pop into your local bakery by asking a staff member. This card will have a number on it, which you can add to your profile later through our Dough Getters app, or on our website here: https://rewards.bakersdelight.com.au/#/. Cheers, BD
Has signed up but doesn’t know where to get card:
Hi xx, thanks for reaching out. We’re excited to have you on-board our growing Dough Getters family! You can obtain a Dough Getters card next time you pop into your local bakery by asking a staff member. This card will have a number on it, which you can add to your profile later through our Dough Getters app, or on our website here: https://rewards.bakersdelight.com.au/#/. Cheers, BD
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Doesn’t know how to add their card number:
Hi xx, thanks for reaching out. We’re excited to have you on-board our growing Dough Getters family! You can add your card number to your profile through our Dough Getters App or by logging in through our website here: https://rewards.bakersdelight.com.au/#/. Once logged in, go to “My Profile” and click “Edit my information” where you will be able to add your card number. Cheers, BD
Stamp Card Questions
Can I still use the stamps I already have on the old stamp card?
Hi xx, thanks for reaching out. As our bakeries are individually franchised, it’s at the discretion of each franchisee to honour the redemption of your stamp card. However, bakeries will no longer be issuing new rewards cards as we are currently transitioning to our exciting new program, Dough Getters. As a Dough Getter you now have the freedom to earn and redeem at any participating Bakers Delight plus you can choose to use your rewards on any product you like (not just loaves)! You’ll also receive multiple bonus offers/gifts throughout the year. In other words, we’ve increased the delight you get for your spend Cheers, BD
Can I still use the stamps I already have on the old stamp card and can I transfer them to the new system?
Hi xx, thanks for reaching out. As our bakeries are individually franchised, it’s at the discretion of each franchisee to honour the redemption of your stamp card. However, bakeries will no longer be issuing new rewards cards as we are currently transitioning to our exciting new program, Dough Getters. Unfortunately, you’ll be unable to transfer these stamps to the new Dough Getters program. However, as a Dough Getter you now have the freedom to earn and redeem at any participating Bakers Delight plus you can choose to use your reward on any product you like (not just loaves)! You’ll also receive multiple bonus offers/gifts throughout the year. In other words, we’ve increased the delight you get for your spend Cheers, BD
General Dough Getter Complaints**
** Note you can combine general complaints and Dough Getter complaints if the customer is complaining about both issues.
Why did you get rid of the old system?
Hi xx, thanks for reaching out with your concerns. We surveyed thousands of customers about how we could improve our previous rewards system and the overwhelming feedback was that our customers wanted to be able to choose their reward while receiving more rewards based on how much they spend. As a Dough Getters member, you earn a $5 reward for every $55 you spend - so every dollar and cent you spend gets you closer to $5 of dough! Plus you can choose to use your reward on any product you like (not just loaves). Cheers, BD
Why do you need so much information?
Hi xx, thanks for reaching out with your concerns. We take the privacy of our members very seriously and can assure you that we are adhering to set regulations. You can find out more
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here: https://www.bakersdelight.com.au/privacy/. We require this information as an added security measure to ensure that only the registered member of the Dough Getters program can contact us to make enquiries or request changes to the account. Cheers, BD
Dough Getters Expiry Complaint
Hi xx, thank you for raising your concerns with us. We are sorry to hear that you have reservations about 1the expiry date of your $5 reward. The expiry date was calculated based on extensive research of the frequency in which our customer’s visit our bakeries. Unfortunately this is not something we are looking at changing in the immediate future but we will certainly pass your feedback on to the Dough Getters team for them to review. Cheers, BD
DG Chat Bot
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Reward/Offer Extension Requests
Any requests for Offer/Reward extensions are to be treated as an exception. Our business is classified as an essential service and therefore open during lockdowns. *Please do not pre emptively offer to reissue*
Hi XX,
Thank you for reaching out to us with your inquiry.
As our Dough Getters Rewards Program is nation-wide any requests for extensions due to a State specific lockdown will need to be assessed on a case by case basis. Kindly let us know when you are able to travel to your nearest BD and we will be happy to re-issue your Welcome Loaf closer to that date ��.
We appreciate you taking the time to contact us and please feel free to reach out if you have any further questions.
Or
Hi XX,
Thank you for reaching out to us with your valued feedback.
We are always looking for ways to improve and your feedback will be passed onto the right people. We have calculated this expiry based on extensive research on the frequency of our customers visits to our bakeries ��. You will also receive timely reminders to redeem your reward before this expires. However, we are able to re-issue your reward voucher if it has expired due to exceptional circumstances ie: Lockdowns.
Kindly let us know when you are able to travel to your nearest BD and we will be happy to re-issue your Welcome Loaf /$5 Reward voucher closer to that date ��.
Goodwill Spend Adjustments
As above this is our last resort if a member has had a particularly unsatisfactory experience as a Dough Getter: $10 max allocation * these must be entered in SNOW and feedback forwarded to respective bakery *
Hi XX,
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Thank you for reaching out to us with your valued feedback.
We are always looking at ways to improve and your feedback will be passed onto the right people for review. Our bakery staff are also constantly receiving refresher training around the new Dough Getters loyalty program so we hope your in-bakery experience as a Dough Getter has been smooth on your recent visit on the Xth Month.
As a token of our sincere apologies $10 worth of dough has been added to your account as a goodwill gesture. Additionally, we will gladly add any missing transactions to your account if this has not occurred automatically. Kindly forward your proof of purchase (screenshot of bank transaction) so we can update your spend balance to reflect your purchase :).
Goodwill Re-issue of Welcome Loaf due to connectivity issues at bakery
Hi XX,
Thank you for reaching out to us with your inquiry.
In the event of issues with your App due to connectivity, kindly request the staff look up your details manually on the POS. Alternatively, you can grab a DG card from your local bakery and add it to your profile or try deleting and re-installing the App as this may fix the glitch. As a goodwill gesture your Welcome Loaf has also been reissued, kindly remember to redeem this within the next 14 days.
We appreciate you taking the time to contact us and please feel free to reach out if you have any further questions.
Spend Adjustments (No receipt)
Please use your discretion, if this is a regular member a $5 spend adjustment is reasonable but we require a receipt for most cases.
Hi XX, If you have scanned your QR code ( DG App or card) at the Point Of Sale for your purchase ( after your purchases have been added to POS), your spend would have been captured and will be added to your account automatically within 48 hours. However, we will gladly add the missing transaction to your account if this has not occurred. Kindly forward your proof of purchase so we can update your spend balance to reflect this. If a proof of purchase is not available, we will add some dough as a goodwill gesture. < Discretionary >
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DG General Questions and Feedback
Positive Feedback (general)
Hi <First name>,
Thanks for contacting us about your Dough Getters account.
We’re so glad to hear that you’re loving our program and appreciate the time you have taken to share your feedback.
We hope you continue to enjoy the bread-efits!
Warm regards,
Negative feedback (general)
Hi <First name>,
Thanks for contacting us about your Dough Getters account.
We’re sorry to hear that you are not happy with the Dough Getters program. We’re always looking for ways to improve and have passed your feedback on to the relevant team.
Thanks for taking the time to provide us your feedback.
Warm regards,
Can I get a second card/share my Dough Getters account?
Hi <First name>,
Thanks for contacting us about your Dough Getters account.
The Dough Getters program is designed for individual use therefore you are not able to have multiple cardholders on the one account. If you would like a family member to be able to add purchases on to your account as well, they can simply quote your mobile number during a transaction and your account can be linked to the transaction this way.
Please let us know if you require any further assistance.
Warm regards,
Can I get a replacement card?
Hi <First name>,
Thanks for contacting us about your Dough Getters account.
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We’re sorry to hear you’ve lost your card, however you can simply pick up a new card from your bakery next time you go in. Once you collect the card, in order to activate it you will need to login to your account, edit your details and replace the existing Dough Getters Card Number with your new card number.
Alternatively, you can simply download the Dough Getters app which has a digital version of your card.
Please let us know if you require any further assistance.
Warm regards,
Signed up with wrong email address
Hi <First name>,
Thanks for contacting us about your Dough Getters account.
Could you please confirm the email address and mobile number you used to sign up plus what the correct email address should be? Once I have these details I can correct your email address which will then allow you to complete your account creation.
Warm regards,
Unable to login due to signing up with incorrect email address
Hi <First name>,
Thanks for contacting us about your Dough Getters account.
Confirming your email address has now been updated to <insert new email address> however you still need to verify your account. You will need to re-trigger the verification email by attempting to login with your correct email address. See steps below.
1. Go to https://rewards.bakersdelight.com.au/#/
2. Enter in your correct email address and the original password you used to sign up. This should recognise you need to verify your account and re-trigger the verification email to your correct email address
3. Click the link in your email to verify your account. Make sure to check your spam/junk folders if you can’t find it.
4. You’re all set to go – simply login!
We hope this helps. Please let us know if you require any further assistance. Warm regards,
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Unable to redeem offer due to lock down or similar reason
Hi <First name>,
Thanks for contacting us about your Dough Getters account.
We’re sorry to hear you haven’t been able to redeem your offer due to lockdown. We are unable to extend the original offer however we’d be happy to reissue the offer at a later date when you’re able to visit your local bakery.
Do you anticipate going into bakery any time soon? If not please simply get back in touch with us once you’re able to go in-bakery and we will then reissue the offer for you.
Warm regards,
Unable to verify due to email not displaying correctly e.g. optusnet emails (only use in cases where email domain is KNOWN to not be compatible)
Hi <First name>,
Thanks for contacting us about your Dough Getters account.
We’re sorry to hear you’re having trouble with verifying your account due to the email not displaying correctly. Unfortunately, our emails are not supported by certain email domains which is why you’re not able to view this email correctly.
As an alternative we have manually verified your account for you which means your account is now activate and you can login online and/or login to the app and start enjoying the bread efits of Dough Getters.
Please let us know if you require any further assistance.
Warm regards,
Unable to verify due to email being part of ‘global ban’ list e.g. emails such as admin@, sales@ etc
Hi <First name>,
Thanks for contacting us about your Dough Getters account.
I’ve looked up your account on our system and can see that you have signed up however are yet to verify your account, which as you’ve mentioned is due to you not receiving the email. Unfortunately, I believe this is due to your email address not being recognised by our system due to it starting with <Insert email e.g.“sales@”>. I know this is not ideal but emails that appear to be generic business emails are on a global ban list in our system, therefore it does not send the email. There are two ways I can rectify this for you:
Option 1 – Update your email address to something else
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Option 2 – I can manually verify your account which will activate your membership and allow you to login online and/or login to the app, however you will not receive any email notifications from us.
Please let me know which option you prefer, and we can update this for you accordingly. Again, apologies for any inconvenience this may cause but we look forward to getting your account activated as soon as possible.
Warm regards,
Manual verification where member says they have not received the verification email (not one of the above issues)
Hi <First name>,
We’re sorry that you’ve experienced trouble verifying your Dough Getters Profile. As we’ve not been able to resolve this, we will manually verify your account for you. In order for us to action this on your behalf, can you please confirm that you are happy for us to proceed?
Please be advised that the email verification step ensures that your email address is recognised in our system so that we can send out email notifications related to your Dough Getters profile. Given that you have not received the verification email, we cannot guarantee the delivery of future email notifications as we will be manually verifying your account.
However, once we complete the verification, you will be able to login to your Dough Getters profile either online, or via the app and star enjoying the bread-efits.
We look forward to hearing back.
Warm regards,
App Review
Positive feedback (General)
Hi There,
Thank you for your feedback, we’re so glad you’re loving our Dough Getters app. We hope you enjoy your tasty rewards!
Warm regards,
The Dough Getters Team
Negative feedback (General)
Hi There,
We’re sorry to hear that you’re unhappy with our app, we really value your feedback. We are always looking for ways to improve and have passed this onto the relevant team for review.
Thank you.
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Warm regards,
The Dough Getters Team
Negative feedback (Specific)
Example - Trouble signing up or logging in.
Hi There,
We’re so sorry to hear you’re experiencing issues with the app. Please contact our Customer Relations team who are more than happy to help you via phone or email on;
1800 325 325
Or
customer.relations@bakersdelight.com.au
Thank you.
Warm regards,
The Dough Getters Team
Negative feedback (Specific)
Example - Too much information required upon sign -up.
Hi There,
Thank you for your message, we understand that providing multiple pieces of information can be time consuming. However, we value your feedback and will pass this onto the relevant team for review.
Thank you.
Warm regards,
The Dough Getters Team
Negative feedback (Specific)
Example - Password is too complicated.
Hi There,
We’re sorry to hear that you’re unsure of our password requirements, we know it can be a little tricky, but they are in place to protect your privacy. However, we really value your feedback and will pass this on to the relevant team for review.
Thank you.
Warm regards,
The Dough Getters Team
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Negative feedback (Specific)
Example – Delayed response to feedback submitted more than 2 months ago. Hi There,
Thank you for your patience, we apologise for the delay in getting back you. We really appreciate your feedback and are always looking for ways to improve, so we will pass this onto the relevant team for review.
Thank you.
Warm regards,
The Dough Getters Team
Negative feedback (Specific)
Example – Performance issues related to the app.
Hi There,
Thank you for your feedback, we’re so sorry to hear you’re experiencing issues with our app. Our Customer Relations team is more than happy to help via phone or email on;
1800 325 325
Or
customer.relations@bakersdelight.com.au
Please include these details so we can quickly provide a resolution;
• Describe the exact issue you are experiencing
• State the type of phone and software version you are using
• Provide any screenshots of the issue if possible
We really appreciate you taking the time to provide us with this information, we look forward to helping you further.
Thank you.
Warm regards,
The Dough Getters Team
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3) Quality, Food Safety Issues and Bakery Incident: Acknowledgement Reponses
Green – Low Priority Issue
Cosmetic Issue (Not enough toppings/poor product shape/size) – Email Response Dear XXX,
Thank you for reporting your FOOD SAFETY OR QUALITY concern relating to the PRODUCT NAME, purchased on the DATE from Bakers Delight XXXX. We have a number of strict quality procedures in place to ensure every product is a delight for our customers, so we take this feedback very seriously.
We will pass this feedback onto the Quality Assurance team so they can work with the bakery to rectify any production issues.
Thank you.
Warm regards,
Cosmetic Issue (Not enough toppings/poor product shape/size) – Social Response Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear that one of our products did not delight you! Could you please provide the name of the bakery you purchased the PRODUCT NAME from? We will be sure to pass this feedback on to our Quality Assurance Team and the bakery as we love to improve!
Cheers, BD
Food Quality and Safety (No filling/Burnt Product) – Email Response Dear XXX,
Thank you for reporting your FOOD SAFETY OR QUALITY concern relating to the PRODUCT NAME, purchased on the DATE from Bakers Delight XXXX. We have a number of strict quality procedures in place to ensure every product is a delight for our customers, so we take this feedback very seriously.
We will pass this feedback onto the Quality Assurance team so they can work with the bakery to rectify any production issues. We will be in touch to provide further information once this has occurred.
Thank you.
Warm regards,
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Food Quality and Safety (No filling/Burnt Product) – Social Response
Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear that one of our products did not delight you! Could you please provide the name of the bakery you purchased the PRODUCT NAME from? We will follow this up with the Area Manager and our Quality Assurance Team, so they can investigate and assist the bakery in improving – we will be in touch.
Cheers, BD
Food Quality and Safety (Hygiene) – Email Response
Dear XXX,
Thank you for reporting your quality and food safety concern on DATE at Bakers Delight XXXX. We have a number of strict quality and food safety procedures in place to ensure every product is a delight for our customers, so we take this feedback seriously.
We will pass this feedback onto the Quality Assurance team and Area Manager so they can work with the bakery to rectify this issue. We will be in touch to provide further information once this has occurred.
Thank you.
Warm regards,
Food Quality and Safety (Hygiene) – Social Response
Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear that one of our bakeries was not a delight! Could you please provide the name of the bakery concerned? We will follow this up with the Area Manager and our Quality Assurance Team so they can investigate and assist the bakery in improving – we will be in touch.
Cheers, BD
Pest Encounter – Email Response
Dear XXX,
Thank you for reporting your food safety concern relating to pests at Bakers Delight XX on DATE. We have a number of strict quality procedures in place to ensure every product is a delight for our customers, so we take this feedback very seriously.
We will pass this feedback onto the Quality Assurance team and Area Manager so they can work with the bakery to rectify this issue.
Thank you.
Warm regards,
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Pest Encounter – Social Response
Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear that one of our bakeries had some unwelcome visitors! Could you please provide the name of the bakery concerned and the date this happened? We take this feedback seriously and will follow up with the Area Manager and our Quality Assurance Team. They will investigate further and work with the bakery to improve their pest control measures. Cheers, BD
Minor Customer Injury – Email Response
Dear XXX,
Thank you for reporting the hazard in store on DATE at Bakers Delight XXXX. We have a number of safety procedures in place to ensure every experience is a delight for our customers, so we take this feedback very seriously.
We will pass this feedback onto the Area Manager and Franchisee, so they can take the necessary action to ensure issues like this do not occur again.
Thank you.
Warm regards,
Minor Customer Injury – Social Response
Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear this happened. Could you please provide the name of the bakery concerned? We will follow up with the Area Manager and Franchisee to prevent this happening again.
Cheers, BD
Staff/Bakery Complaint – Email Response
Dear XXX,
Thank you for reporting your unsatisfactory service in store on DATE at Bakers Delight XXXX. We have a number of strict procedures in place to ensure every experience is a delight for our customers, so we take this feedback very seriously.
To make sure your service is always delightful, this feedback will be passed onto the Area Manager and Franchisee. They will work together with the bakery team to ensure things like this do not happen again. We will be in touch to provide further information once this has occurred.
Thank you.
Warm regards,
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Staff/Bakery Complaint –Social Response
Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear that one of our bakeries was not a delight! Could you please provide the name of the bakery concerned? We will follow this up with the Area Manager and Franchisee so they can investigate further and work with the bakery to prevent this happening again – we will be in touch.
Cheers, BD
COVID Rules Breach – Email Response
Dear XXX,
Thank you for bringing this issue to our attention that occurred on DATE at Bakers Delight XXXX. We have several strict Covid-safe procedures in place to ensure your experience with us is a delightful one, so we take this feedback seriously.
We will pass this feedback onto the Area Manager and Franchisee who will work together, to ensure the necessary changes are made as soon as possible.
Thank you.
Warm regards,
COVID Rules Breach – Email Response
Hi XX,
Thanks so much for bringing this to our attention. We have several Covid-safe procedures in place for your safety - we are so sorry to hear this. Can you please provide the name of the bakery concerned? We will follow up with the Area Manager so they can investigate further and work with the bakery to make the necessary changes as soon as possible.
Cheers, BD
Amber – Potential Major Issue
Food Safety (Foreign Object/Matter) – Email Response
Dear XXX,
Thank you for reporting your FOOD SAFETY concern relating to the PRODUCT NAME, purchased on the DATE from Bakers Delight XXXX. We have a number of strict quality procedures in place to ensure every product is a delight for our customers, so we take this feedback very seriously.
Our Quality Assurance team will be investigating the matter further and require the item you found and product to be returned. To do this, please provide us with your best delivery address, where we will send out a pre-paid satchel so you can return it to us.
Our contact details will be pre-filled, so you simply need to take the satchel to your local post office for processing. Once the investigation has been conducted, we will advise you of the outcome.
Thank you.
Warm regards,
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Food Safety (Foreign Object/Matter) – Social Response
Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear that one of our products was not to standard. Could you please provide the name of the bakery you purchased it from and when? We take this feedback very seriously and will follow up with our Quality Assurance Team to investigate this further. To do this, we require the item you found and product to be returned to us. Can you please provide your delivery address? Don’t worry we’ve got you covered with postage costs, as we will be sending out a pre-paid and pre-filled satchel. Simply take the product in the satchel to your local post-office for processing, and we will be in touch once the investigation is complete.
Cheers, BD
Food Safety (Mould) – Email Response
Dear XXX,
Thank you for reporting your FOOD SAFETY concern relating to the PRODUCT NAME, purchased on the DATE from Bakers Delight XXXX. We have a number of strict quality procedures in place to ensure every product is a delight for our customers, so we take this feedback very seriously.
**If Miriam deems mouldy product cannot be returned for assessment, use this;
We will pass this feedback onto the Quality Assurance team and Area manager so they can work with the bakery to rectify this issue. Once the investigation has been conducted, we will advise you of the outcome.
**If Miriam deems mouldy product can be returned for assessment use this;.
**Our Quality Assurance team will be investigating the matter further and require the item you found and product to be returned. To do this, please provide us with your best delivery address, where we will send out a pre-paid satchel so you can return it to us.
Our contact details will be pre-filled, so you simply need to take the satchel to your local post office for processing. Once the investigation has been conducted, we will advise you of the outcome.
Thank you.
Warm regards,
Food Safety (Mould) – Social response
**If Miriam deems mouldy product cannot be returned for assessment, use this; Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear that one of our products was not to standard. Could you please provide the name of the bakery concerned? We take this feedback very seriously and will follow up with our Quality Assurance Team and the bakery to investigate this further – we will be in touch.
**If Miriam deems mouldy product can be returned for assessment use this;.
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Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear that one of our products was not to standard. Could you please provide the name of the bakery concerned? We take this feedback very seriously and will follow up with our Quality Assurance Team and the bakery to investigate further.
To do this, we require the item you found and product to be returned to us. Can you please provide your delivery address? Don’t worry we got you covered with postage costs, as we will be sending out a pre-paid and pre-filled satchel. Simply take the satchel to your local post-office for processing, and we will be in touch once the investigation is complete.
Cheers, BD
Pests in Product or Packaging (Dead fly or moth) – Email Response Dear XXX,
Thank you for reporting your food safety concern relating to the pests found in the PRODUCT NAME or PACKAGING on DATE from Bakers Delight XXXX. We have a number of strict quality procedures in place to ensure every product is a delight for our customers, so we take this feedback very seriously.
We will pass this feedback onto the Quality Assurance team and Area Manager so they can work with the bakery to rectify this issue. Once the investigation has been conducted, we will advise you of the outcome.
Thank you.
Warm regards,
Pests in Product or Packaging (Dead fly or moth) – Social Response Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear that one of our products had an unwelcome visitor! Could you please provide the name of the bakery concerned? We will follow up with the Area Manager and our Quality Assurance Team, so they can investigate and work with the bakery to prevent this happening again. We will be in touch once the investigation is complete.
Cheers, BD
Red – Critical Issue
Food Safety (Severe Customer Injury) – Email Response
Dear XXX,
Thank you for reporting your FOOD SAFETY concern relating to the PRODUCT NAME, purchased on the DATE from Bakers Delight XXXX. We are so sorry to hear you are unwell and will do everything we can to assist you. We have a number of strict quality procedures in place to ensure our products delight customers, so we take this very seriously.
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Our Quality Assurance team will be investigating the matter further and require the item you found and product to be returned. To do this, please provide us with your best delivery address, where we will send out a pre-paid satchel so you can return it to us.
Our contact details will be pre-filled, so you simply need to take the satchel to your local post office for processing. Once the investigation has been conducted, we will advise you of the outcome.
Thank you.
Warm regards,
Food Safety (Severe Customer Injury) – Social Response
Hi XX,
Thank you for bringing this to our attention, we are so sorry to hear you are unwell and we will do everything we can to help you. Could you please provide the name of the bakery concerned? We take this feedback very seriously and will follow up with our Quality Assurance Team and the bakery to investigate further – we will be in touch. To do this, we require the item you found and product to be returned to us. Can you please provide your delivery address? Don’t worry we got you covered with postage costs, as we will be sending out a pre-paid and pre-filled satchel. Simply take the satchel to your local post-office for processing, and we will be in touch once the investigation is complete.
Cheers, BD
Food Poisoning – Email Response
Dear XXX,
Thank you for reporting your FOOD SAFETY concern relating to the PRODUCT NAME, purchased on the DATE from Bakers Delight XXXX. We are so sorry to hear you are unwell and will do everything we can to assist you. We have a number of strict quality procedures in place to ensure our products delight customers, so we take this matter very seriously.
Our Quality Assurance team will conduct a full investigation to confirm the cause of illness, but we will require the product for laboratory testing. Please store the product in a snap lock bag in the fridge until we can arrange a courier for collection.
It is vital that we collect the product while it is in a preserved state, so please provide your earliest available pick-up time and address for collection. Once we have received this information, we will be in contact to confirm these details.
Please take care and once the investigation has been conducted, we will be in contact to advise the outcome.
Thank you.
Warm regards,
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Food Poisoning – Social Response
Hi XX,
Thank you for bringing this to our attention, we are so sorry to hear you are unwell and we will do everything we can to help you. Could you please provide the name of the bakery concerned and the date this occurred? We take this feedback very seriously and will follow up with our Quality Assurance Team and the bakery to investigate the cause of illness.
To do this, we require the product for laboratory testing, urgently. To preserve it till a courier is organised, can you please place the product in a snap lock bag in the fridge? Please let us know the earliest it can be collected and your pickup address? Once we have this information, we will be in touch to confirm these details, and then again after the investigation has been completed – please take care.
Cheers, BD
Live Pest In Product – Maggots – Email Response
Dear XXX,
Thank you for reporting your FOOD SAFETY concern relating to the PRODUCT NAME, purchased on the DATE from Bakers Delight XXXX. We have a number of strict quality procedures in place to ensure every product is a delight for our customers, so we take this feedback very seriously.
Our Quality Assurance team will now investigate further and pass this feedback onto the bakery, to ensure this does not occur again. Once the investigation has been conducted, we will be in contact to advise the outcome.
Thank you.
Warm regards,
Live Pest in Product – Maggots – Social Response
Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear that one of our products had an unwelcome visitor! Could you please provide the name of the bakery concerned and the date you purchased the product? We will follow up with the Area Manager and our Quality Assurance Team, so they can investigate and work with the bakery to prevent this happening again. We will be in touch once the investigation is complete.
Cheers, BD
Bakery Accident– Customer/Employee - Email Response
Dear XXX,
Thank you for reporting the incident that occurred in store on DATE at Bakers Delight XXXX. We have a number of strict safety procedures in place to ensure your experience with us is a delightful one, so we take this feedback seriously.
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We will pass this information onto the Area Manager and franchisee and HR, who will investigate the matter further, making necessary changes to prevent this happening again. Once the investigation is complete, we will be in contact to provide further information.
Thank you.
Warm regards,
Bakery Accident – Customer/Employee – Social Response
Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear this happened. Could you please provide the name of the bakery concerned and the date this occurred? We will follow up with the Area Manager and Franchisee and HR to investigate further. We will be in touch once the investigation is complete.
Cheers, BD
Security Issue – Customer/Employee – Email Response
Dear XXX,
Thank you for reporting the incident that occurred in store on DATE at Bakers Delight XXXX. We have a number of strict safety procedures in place to ensure your experience with us is a delightful one, so we take this feedback seriously.
We will pass this feedback onto the Area Manager and franchisee who will investigate this matter and ensure incidents like this do not occur again.
Thank you.
Warm regards,
Security Issue – Customer/Employee – Social Response
Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear this happened. Could you please provide the name of the bakery concerned and the date this occurred? We will follow up with the Area Manager and Franchisee and HR to investigate further. We will be in touch once the investigation is complete.
Cheers, BD
HR Issue – Employee Incident – Email Response
Dear XXX,
Thank you for alerting us to this incident on DATE relating to Bakers Delight XXXX.
We will pass this feedback onto the Area Manager and our Human Resources team who will investigate this matter further. Once the investigation has been conducted, our Human Resources Team will be in contact to advise you of the outcome.
Thank you.
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Warm regards,
HR Issue – Employee Incident – Social Response
Hi XX,
Thanks so much for bringing this to our attention, we are so sorry to hear this happened. Could you please provide the name of the bakery concerned and the date this occurred? We will follow up with the Area Manager and our Human Resources team who will investigate the matter further and be in touch.
Cheers, BD
Media Enquiry – Communications Incident - Email Response
Dear XXX,
Thank you for submitting your enquiry to Bakers Delight and showing interest in our brand. We will pass this query on to the Communications Team, who will be in contact regarding the outcome of your request.
Thank you.
Warm regards,
Media Enquiry – Communications Incident - Social Response
Hi XXX,
Thank you for submitting your enquiry to Bakers Delight and showing interest in our brand. We will pass this query on to the Communications Team, who will be in contact to follow up further.
Cheers, BD
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4) Quality, Food Safety Issues and Bakery Incident: Post-Investigation Reponses
Green – Low Priority Issue
Cosmetic Issue – No Response unless Miriam advises compensation (If so, use Food Quality and Safety response/s below).
Food Quality and Safety (Badly Burnt Bread, No Filling) – Email Response Dear XXX,
Thank you for your patience in waiting for our response to your FOOD SAFETY OR QUALITY concern relating to the PRODUCT NAME, purchased on the DATE from Bakers Delight XXXX.
In this instance, the franchisee/we is/are more than happy to issue you a refund or replacement product or a Dough Getters credit or voucher. Feel free to head back in store for the franchisee to assist you further. We will give you a call to arrange your Dough Getters Credit/Voucher.
Thank you.
Warm regards,
Food Quality and Safety (Badly Burnt Bread, No Filling) – Social Response Hi XX,
Thank so much for your patience in waiting for us to get back to you about the PRODUCT NAME. We/the franchisee of BAKERY NAME are/is more than happy to offer you a refund or replacement product. Feel free to head back in store for the franchisee to help you out. OR We will give you a call to arrange your Dough Getters Credit/Voucher.
Cheers, BD
Food Quality and Safety (Hygiene/Hair in Product)
Dear XXX,
Thank you for your patience in waiting for our response to your quality and food safety concern on DATE at Bakers Delight XXXX.
In this instance, the franchisee/we is/are more than happy to issue you a refund or replacement product or a Dough Getters credit or voucher. Feel free to head back in store for the franchisee to assist you further. OR We will give you a call to arrange your Dough Getters Credit/Voucher.
Thank you for your patience and understanding.
Warm regards,
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Food Quality and Safety (Hygiene/Hair in Product) – Social Response Hi XX,
Thank so much for your patience in waiting for us to get back to you about the NAME HYGEINE CONCERN. We/the franchisee of BAKERY NAME are/is more than happy to offer you a refund or replacement product. Feel free to head back in store for the franchisee to help you out. OR We will give you a call to arrange your Dough Getters Credit/Voucher.
Cheers, BD
Pest Encounter – No Compensation – No post investigation response required Minor Customer Injury - No Compensation – No post investigation response required
Staff/Bakery Complaint – Email Response
Dear XXX,
Thank you for your patience in waiting for our response regarding your unsatisfactory service which occurred on DATE at Bakers Delight XXXX.
We would like to ensure your next visit is a delightful one, so the franchisee/we is/are more than happy to provide you with a Dough Getters credit or voucher. Feel free to head back in store for the franchisee to assist you further. OR We will be in touch to arrange your Dough Getters Credit/Voucher.
Thank you.
Warm regards,
Staff/Bakery Complaint - Social Response
Hi XX,
Thank so much for your patience in waiting for us to get back to you. We have passed your feedback onto the Area Manager and Franchisee who would love to make sure your next visit is delightful! We/the franchisee of BAKERY NAME are/is more than happy to offer you a Dough Getters credit or voucher. Feel free to head back in store so they can help you further. OR We will give you a call to arrange your Dough Getters Credit/Voucher.
Cheers, BD
COVID Rules Breach - No Compensation – No post investigation response required
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Amber – Potential Major Issue
Food Safety (Foreign Object) – Our Fault – Email Response
Dear XXXX,
Thank you for your patience in waiting for our response regarding the outcome of our Quality Assurance Investigation.
Our Quality Assurance team have now investigated the matter and the OBJECT NAME may have originated on site at our bakery. We are so sorry for this experience and can assure our Quality Assurance team is working with the bakery to prevent this happening again.
We would like to ensure your next visit is a delightful one, as a gesture of goodwill the franchisee/we is/are more than happy to issue you a refund or replacement product or we is/are more than happy to provide you with a Dough Getters credit or voucher. Feel free to head back in store for the franchisee to assist you further. OR We will be in touch to arrange your Dough Getters Credit/Voucher.
Thank you for your understanding and if you have any further questions, please don’t hesitate to contact us.
Warm regards,
Food Safety (Foreign Object) – Our Fault – Social Response
Hi XXXX,
Thanks so much for your patience in waiting for us to get back to you. Our Quality Assurance team have investigated the matter and it looks like the OBJECT NAME has originated on site. We are so sorry for this experience but can assure you our Quality Assurance Team is working with the bakery to make sure this doesn’t happen again.
To be sure your next visit is delightful, the franchisee/we is/are more than happy to issue you a refund or replacement product or we is/are more than happy to provide you with a Dough Getters credit or voucher. Feel free to head back in store for the franchisee to assist you further. OR We will be in touch to arrange your Dough Getters Credit/Voucher. If you have any questions, please don’t hesitate to reach out.
Cheers, BD
Food Safety (Foreign Object) – Inconclusive – Email Response
Dear XXXX,
Thank you for your patience in waiting for our response regarding the outcome of our Quality Assurance Investigation.
Our Quality Assurance team have now investigated the matter and it cannot be concluded whether the OBJECT NAME originated on site at the bakery.
However, as a gesture of goodwill the franchisee/we is/are more than happy to issue you a refund or replacement product or we is/are more than happy to provide you with a Dough Getters credit or voucher. Feel free to head back in store for the franchisee to assist you further. OR We will be in touch to arrange your Dough Getters Credit/Voucher.
Thank you for your understanding and if you have any further questions, please don’t hesitate to contact us.
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Warm regards,
Food Safety (Foreign Object) – Inconclusive – Social Response
Hi XXXX,
Thanks so much for your patience in waiting for us to get back to you. Our Quality Assurance team have investigated the matter and it cannot be determined if the OBJECT NAME originated on site.
However, as a gesture of goodwill the franchisee/we is/are more than happy to issue you a refund or replacement product or we is/are more than happy to provide you with a Dough Getters credit or voucher. Feel free to head back in store for the franchisee to assist you further. OR We will be in touch to arrange your Dough Getters Credit/Voucher. If you have any questions, please don’t hesitate to reach out.
Cheers, BD
Food Safety (Foreign Object) – Not our Fault
Dear XXXX,
Thank you for your patience in waiting for our response regarding the outcome of our Quality Assurance Investigation.
Our Quality Assurance team have now investigated the matter and it is unlikely that the OBJECT NAME originated on site at our bakery. We can confirm that Bakers Delight XXX was compliant with our best practice quality procedures and we will continue to ensure they are upheld.
Thank you for your understanding and if you have any further questions, please don’t hesitate to contact us.
Warm regards,
Food Safety (Foreign Object) – Not our Fault – Social Response
Hi XXXX,
Thanks so much for your patience in waiting for us to get back to you. Our Quality Assurance team have investigated the matter and it was highly unlikely that the OBJECT NAME originated at Bakers Delight XXX, who were compliant with our high-quality standards. If you have any questions, please don’t hesitate to reach out.
Cheers, BD
Food Safety (Mould) – Our Fault – If product was not returned
Dear XXXX,
Thank you for your patience in waiting for our response regarding the outcome of our Quality Assurance Investigation.
Our Quality Assurance team have now investigated the matter and potentially the PRODUCT NAME may accidentally become spoiled in the bakery. We are so sorry for this
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experience and can ensure that our Quality Assurance team will continue to work with Bakers Delight XX to uphold our best practice quality procedures.
To ensure your experience next time is a delightful one, the franchisee/we is/are more than happy to provide you with a Dough Getters credit or voucher. Feel free to head back in store for the franchisee to assist you further. OR We will be in touch to arrange your Dough Getters Credit/Voucher.
Thank you for your understanding and if you have any further questions, please don’t hesitate to contact us.
Warm regards,
Food Safety (Mould) – Our Fault – If product was not returned
Hi XXXX,
Thanks so much for your patience in waiting for us to get back to you. Our Quality Assurance team have investigated the matter and it looks like the PRODUCT NAME was accidentally spoiled in the bakery. We are so sorry for this experience but can assure you our Quality Assurance Team is working with Bakers Delight XX to make sure this doesn’t happen again.
To be sure your next visit is delightful, the franchisee/we is/are more than happy to provide you with a Dough Getters credit or voucher. Feel free to head back in store for the franchisee to assist you further. OR We will be in touch to arrange your Dough Getters Credit/Voucher. If you have any questions, please don’t hesitate to reach out.
Cheers, BD
Food Safety (Mould) – Inconclusive/Our Fault – Product Returned– Email Dear XXXX,
Thank you for your patience in waiting for our response regarding the outcome of our Quality Assurance Investigation.
Our Quality Assurance team have now investigated the matter and we can conclude that it was highly unlikely that the PRODUCT NAME became spoiled in the bakery. We can confirm upon operational assessment that Bakers Delight XXXX was compliant with our best practice quality procedures.
Thank you for your understanding and if you have any further questions, please don’t hesitate to contact us.
Warm regards,
Food Safety (Mould) – Product Returned & Inconclusive/Our Fault – Product Returned Social
Hi XXXX,
Thanks so much for your patience in waiting for us to get back to you. Our Quality Assurance team have investigated the matter and it is unlikely that the PRODUCT NAME became spoiled in the bakery, as Bakers Delight XX were compliant with our best practice quality procedures. If you have any questions, please don’t hesitate to reach out.
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Cheers, BD
Food Safety (Mould) – Not our fault
Dear XXXX,
Thank you for your patience in waiting for our response regarding the outcome of our Quality Assurance Investigation.
Our Quality Assurance team have now investigated the matter and we can conclude that it was highly unlikely that the PRODUCT NAME became spoiled in the bakery. We can confirm upon operational assessment that Bakers Delight XXXX was compliant with our best practice quality procedures.
Thank you for your understanding and if you have any further questions, please don’t hesitate to contact us.
Warm regards,
Food Safety (Mould) – Not Our Fault
Hi XXXX,
Thanks so much for your patience in waiting for us to get back to you. Our Quality Assurance team have investigated the matter and it is unlikely that the PRODUCT NAME became spoiled in the bakery, as Bakers Delight XX were compliant with our best practice quality procedures. If you have any questions, please don’t hesitate to reach out.
Cheers, BD
Pests in Product or Packaging (Dead Fly or Moth) – Email Response Dear XXX,
Thank you for your patience in waiting for our response to your food safety and quality concern relating to the PRODUCT NAME, purchased on the DATE from Bakers Delight XXXX.
We are so sorry that your experience was not delightful and can confirm that our Quality Assurance team is working with the bakery to ensure this never occurs again.
To ensure a delightful experience next time, the franchisee/we is/are more than happy to issue you a refund or replacement product or a Dough Getters credit or voucher. Feel free to head back in store for the franchisee to assist you further. We will give you a call to arrange your Dough Getters Credit/Voucher.
Thank you.
Warm regards,
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Pests in Product or Packaging (Dead Fly or Moth) – Social Response Hi XXXX,
Thanks so much for your patience in waiting for us to get back to you. Our Quality Assurance team have investigated the matter and are working with the bakery to make sure this doesn’t happen again.
To ensure your next visit is delightful, the franchisee/we is/are more than happy to provide you with a replacement product, refund or Dough Getters credit or voucher. Feel free to head back in store for the franchisee to assist you further. OR We will be in touch to arrange your Dough Getters Credit/Voucher. If you have any questions, please don’t hesitate to reach out.
Cheers, BD
https://docs.google.com/document/d/1s9e4urSH7QNYcTJJ0ZxBlAQh23cKU3mKxxqTfS1BUcs/edit
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