Customer Service Feedback

Customer Service Issue

Hi ${Contacts.Last Name},

Thanks for taking the time to contact us here at COBS Bread.

I am sorry for your recent experience at our bakery. It is important to us that our products are delicious and our service exceeds expectations. We take it seriously when we hear from you that we might have missed the mark.

As well as logging the issue here at our support office, I have given the details to the bakery’s local owner and their Area Manager. They will work with their staff to improve.

Thank you for bringing this to our attention. Please use this email as a voucher that you can show in the bakery, either on your phone or printed. We hope you visit our bakery again and give us the opportunity to get things right next time.

PLEASE ENJOY A COMPLIMENTARY LOAF AND A TREAT OF YOUR CHOICE ON US. NO PURCHASE NECESSARY

Expires: [XXX XX, 20XX (one month from date of issue)]

• Bring in voucher to receive offer 

• One voucher per customer

• Not valid with any other offer 

• No cash value

Enjoy!

COBS Bread Support Team

Customer Service Positive Experience

Hi ${Contacts.Last Name},

Thanks for taking the time to contact us here at COBS Bread!

I am so happy to hear of your positive experience at our bakery! I've forwarded your feedback directly to the bakery owner and their Area Manager so that they can see how their staff's hard work is appreciated.

Have a great day!
COBS Bread Support Team

Product Inquiries

Product Quality – Replacement 

Dear ${Contacts.Last Name}

Thank you for taking the time to reach out!

I am sorry that our <insert product> wasn’t up to our usual standard. We do bake everything by hand so unfortunately these issues do happen. That being said, we don't like to make excuses and you deserve fresh and delicious products every time you visit COBS Bread.

We will work with the bakery to better our quality control so we can prevent this from happening in future. As well as logging the issue here at our support office, I have given the details to the bakery’s local owner and their Area Manager.

We are also more than happy to replace that product for you free of charge - just show this email as confirmation on your next visit and staff will be happy to help you. 

All the best,
COBS Bread Support Team 

Product Menu Inquiry 

Hi ${Contacts.Last Name},

Thanks for contacting us about our product availability. We have a selection of core products that are available at every COBS Bread, every day. Then each location can choose speciality products based on their customers preferences. Speciality products are not available on Click & Collect at this time. 

The bakers do their best to have a wide variety of bread and treats, but are limited to oven and production space. As we are a scratch bakery, meaning that everything is baked from scratch, early every morning, we can only offer product while supplies last. 

To find out which of your local COBS Bread bakeries carries the product you are looking for, it is best to reach out directly. All of our locations' contact information can be found on our website. Our complete product list, along with  ingredient lists and nutritional information, can be found here.

All the best,

COBS Bread Support Team

Diabetic Inquiry

Hello ${Contacts.Last Name},

Thanks for your inquiry.

All of our loaves contain carbohydrates, although our Cape Seed Loaf has fewer carbs than our traditional loaves. I would recommend talking to a health specialist regarding your specific needs for a bread that is better for diabetics.

You can also find all nutritional information on our website. 

Enjoy your day!

COBS Bread Product Team

Sodium Inquiry 

Hello ${Contacts.Last Name},

Thanks for your inquiry.

At this time, we do not make any breads that are salt/sodium free and use salt as a key ingredient in baking our breads using traditional scratch-baking methods.  However, we are committed to reducing salt where we can and one of our lower sodium options is our Cape Seed Loaf.  Packed with the goodness of 9 grains and seeds, it has 230mg of sodium for two slices.

To get a detailed list of nutritional info, including sodium, please refer to the product ingredient lists found on our website or our bakery staff can print this out for you in our bakeries.

Enjoy your day!
COBS Bread Product Team 

Vegan & Plant-Based

Hello ${Contacts.Last Name},

Thanks for your inquiry.

We have a variety of options that can be suitable for the plant-based/vegan diet. For example, our loaves, baguettes, and flatbreads. For something sweet, you can try our Wild Blueberry & Custard Teatimes and Raspberry & Custard Teatimes. I recommend visiting our website and reading the nutritional information to see if they are suitable for you. Please note, they are made in the same facility where dairy, egg or meat products may be present.

You can also find all nutritional information on our website. 

Enjoy your day!

COBS Bread Product Team

Peanut Allergy

Hello ${Contacts.Last Name},

Thanks for your feedback. None of our bakeries use peanuts in our baking, however we have ingredients in our bakeries that may contain traces of peanuts.

Our allergens are listed in the product information on our website. All of our bakeries have some ingredients that are processed at our suppliers' production facilities on the same equipment that produces products that may contain nuts. The "may contain" statement that you see in our product information is a precautionary statement from suppliers who have comprehensive allergen and sanitization processes in place.

Please feel free to email back if you have any additional questions. I hope this information helps!

Thanks so much for your feedback and enjoy your day.
COBS Bread Support Team 

Nut Allergy

Hello ${Contacts.Last Name},

Thanks for your inquiry. Our allergens are listed in our product information on our website. All of our bakeries have some ingredients that are processed at our suppliers' production facilities on the same equipment that produces products that may contain peanuts and/or tree nuts. The "may contain" statement that you see in our product information is a precautionary statement from suppliers who have comprehensive allergen and sanitization processes in place.

Our Ontario bakeries have removed all nuts from their bakeries, however since bakeries in our other markets may bake with walnuts, we have chosen to apply the "may contain" tree nuts statement to all of our products.

Please feel free to email back if you have any additional questions. I hope this information helps!

Thanks so much for your feedback and enjoy your day.
COBS Bread Support Team 

Gluten Free

Hello ${Contacts.Last Name},

Thank you for your interest in COBS Bread. We bake our breads from scratch in each bakery, so unfortunately we are unable to make a gluten-free product without the cross-contamination from our other flours.  If you aren't gluten or grain intolerant, talk to our staff about the benefits of our Sourdough.  It contains wheat flour, so it isn't for people with celiac disease, but we have had comments from customers who said they had issues with regular bread but were able to eat our sourdough. 

 We also now offer LowFODTM.  It is certified low FODMAP by Monash University and available in a Loaf or Mini Loaf. It is made with wheat flour as well and isn't for celiacs either, but another option for you if you are looking for this type of alternative. We are only making LowFOD on weekends right now so if this is of interest, please call ahead to your local bakery to make sure it is available before your visit.

 Thanks so much for your feedback and enjoy your day.
COBS Bread Product Team 

Keto

Hello ${Contacts.Last Name},

Thanks for reaching out about our keto offerings. At this time we don’t bake a keto-specific bread at any of our bakeries. Our breads are baked fresh in-house, every day, using wheat and rye flours.

If you're looking for a loaf that is lower in carbohydrates, our Cape Seed has fewer carbs than our traditional loaves. 

Have a great day,
COBS Bread Product Team 

Spelt Inquiry 

Hello ${Contacts.Last Name},

Thanks for your recommendation to make a spelt product. We baked spelt breads a few years ago, however we discontinued them due to low sales and the difficulty to secure a continuous supply of spelt flour. We aren’t currently developing spelt products, however we are looking at other ancient grains in our new product development.

If you have digestive issues from eating bread, you may be interested in our LowFODTM loaves. They still have wheat flour so they aren’t suitable if you don’t consume gluten or are celiac, however they are certified low FODMAP by Monash University. If you are interested in this product, we are currently only baking it on weekends so please call ahead to your local bakery to ensure availability.

Thanks so much for your feedback and enjoy your day,
The COBS Bread Support Team

Whole Grain/ Whole Wheat Inquiry

Hello ${Contacts.Last Name},

Thank you for your interest in our whole wheat breads. The whole wheat flour we use is 100% whole grain and contains 100% of the wheat kernel (including the germ). There is a small amount of white flour in our whole wheat breads that comes from our Improver.  The white flour in the improver acts as a carrier for the enzymes and helps bring out the best quality in the flour.

Please let me know if you have any other questions.

Have a great day!
COBS Bread Support Team

Improver Inquiry

Hello ${Contacts.Last Name},

Thank you for taking the time to contact COBS Bread. An improver is a type of dough conditioner and we use a soft improver for our sweeter white doughs to help strengthen the dough and keep it soft, while the standard improver that you see listed for our White loaves and other sandwich loaves is primarily natural enzymes to help the dough process and bring out the best quality in our flour. 

Both the lipase and amylase in our Improvers are from plant and/or fungal sources, and would be considered vegan-suitable.

Please let us know if you have any other questions and enjoy the rest of your day!
COBS Bread Support Team

Nutrition/Nutritional Information

Hello ${Contacts.Last Name},

Thanks for your inquiry about our product’s nutritional information. To view the nutrition facts table or the ingredients/allergen information, please visit our Products website page to select a particular product or our bakery staff can print out this information for you in our bakeries.

Enjoy your day!
COBS Bread Support Team 

Potassium

Hello ${Contacts.Last Name},

Thank you for your inquiry about potassium in COBS Bread products. Currently, we do not have that information available on our website, however, we will pass this onto our Compliance team for consideration. 

In the meantime, if there are any products you would like to know the potassium levels of, the staff can let you know in-bakery. Alternatively, I can also assist you in finding that information as well. 

Please let me know if you have further questions.

All the best,

COBS Bread Support Team

Safe for Pregnant People/Pregnant 

Hello ${Contacts.Last Name},

Thank you for contacting COBS Bread about our products and whether they are safe to consume during pregnancy. We follow food safety regulations very closely in our bakeries when preparing and storing ingredients to ensure quality and safe products for all our customers. We bake at a very high temperature which eliminates any bacteria growth. While we don’t have milk in our bakeries, I checked our ingredient spec sheets for our liquid egg, butter and cheese and they are all pasteurized.

Please let me know if you have any other questions and have a great day!
COBS Bread Support Team

Kosher or Halal

Hello ${Contacts.Last Name},

While many of our ingredients that we use are Kosher and Halal Certified, such as our flour, sunflower oil, yeast and salt, our products are not. We bake fresh in-house using traditional scratch-baking methods and therefore we cannot guarantee the cross-contamination from other ingredients or products.

Please let me know if you have any further questions. 

Thanks for your inquiry and please enjoy your day.

Thanks,
COBS Bread Support Team

Organic

Hello ${Contacts.Last Name},

Thank you for your suggestion. Right now we do not offer organic products, but it definitely something we are interested in.  

Our flour is grown from grain in Southern Alberta where we purchase from local suppliers who only use Health Canada approved pesticides, including Round-Up (glyphosate).  The Canadian Grain Commission (CGC) has a comprehensive program to monitor food safety of Canadian wheat where CGC analyzes random samples for pesticide residue.  The grains we use are all within Health Canada regulations.

We have been discussing the possibility of organic grains with our mill and the challenge for us is to find a consistent source of organic grains that can meet our volume needs. We also want to ensure we can offer it at an accessible price point. We make every effort to source high quality ingredients and organic is something we will continue to explore.

Thanks,

COBS Bread Support Team 

Low FODMAP Inquiry

Hello ${Contacts.Last Name},

If you are struggling with digestive issues after consuming bread, and you don’t have celiac disease, COBS Bread offers a low FODMAP bread called LowFODTM.  It is certified low FODMAP by Monash University and available in a Loaf and Bun.

We are only making LowFOD on weekends right now so if this is of interest, please call ahead to your local bakery to make sure it is available before your visit.  

Thanks so much for your feedback and enjoy your day.
COBS Bread Support Team

Price List

Hello ${Contacts.Last Name},

We don't have a list of prices available because we have regional pricing across the provinces.

If you would like, please send me a list of the products you are interested in, your local bakery name, and I would also be able to send you an email with pricing.

Thanks so much for your feedback and enjoy your day.

COBS Bread Support Team

GMO-Free

Hello ${Contacts.Last Name},

Thanks for your inquiry.

Our main ingredient of flour is milled with Canadian wheat that is sourced from the Lethbridge, AB area.  This wheat is GMO-free as all Canadian wheat is. We also use a GMO-free Sunflower oil.

 We are always looking for ways to clean our labels and will keep your inquiries below in mind while we do this.

Enjoy your day!
COBS Bread Support Team

Bagels Inquiry 

Hello ${Contacts.Last Name},

Thank you for your feedback. I, too, am a bagel fan and agree we could do something amazing. Unfortunately, our bakeries aren’t currently set-up to boil the bagels, which is an important step in creating the very best bagel. I know we are looking into it though, and I will pass along your suggestion to our Product Team.

If you like bagels for their versatility, you may be interested in our Turkish Bread Demi. It is great with spreads like hummus and cream cheese, or you can top it with meats and cheese.

Thanks,
COBS Bread Support Team

Deleted Product

Thanks for contacting us. I'm sorry to hear that we let you down by not making the ___. I agree that it is delicious! May I recommend our ___ as an alternative?

I've logged your feedback so our Product Team is aware of the demand to bring back the ___.

PLEASE ENJOY A COMPLIMENTARY LOAF AND A TREAT OF YOUR CHOICE ON US. NO PURCHASE NECESSARY

Expires: (1 month after issued)

• Bring in voucher to receive offer 

• One voucher per customer 

• Not valid with any other offer 

• No cash value

Enjoy!
COBS Bread Support Team

Glyphosate Inquiry

Hello ${Contacts.Last Name},

Thank you for contacting COBS Bread.

 We don’t test for glyphosate, however the mill in Southern Alberta where we purchase our flour sources grain from local suppliers who only use Health Canada approved pesticides, including Round-Up (glyphosate). The Canadian Grain Commission (CGC) has a comprehensive program to monitor food safety of Canadian wheat where CGC analyzes random samples for pesticide residue. The grains we use are all within Health Canada regulations.

We're always looking for ways to clean up our labels and will keep your inquiry in mind while we do this. We don't have any plans in the short term to introduce an organic bread, but it is something we are investigating.

Thanks so much for your inquiry and enjoy your day.
COBS Bread Support Team

Soy Inquiry

Hello ${Contacts.Last Name},

Thanks reaching out to COBS Bread.

Our products that contain soy will list it as an allergen and we have chosen to use the precautionary "may contain" soy for our other ingredients due to our scratch-baking environment.  We have other ingredients in our bakeries that contain soy, such as our pan spray, and therefore can't 100% ensure that no cross contamination has happened.

For a complete list of our product information, you can visit our website.

Enjoy your day!
COBS Bread Support Team

Grain Free Inquiry

Hello ${Contacts.Last Name},

Thank you for your interest in COBS Bread. We use wheat and rye flours to bake our breads from scratch every day. I will pass along your suggestions about alternative flours to our Product Team.

Thanks so much for your feedback and enjoy your day.
COBS Bread Support Team

Sourdough Inquiry

Hello ${Contacts.Last Name},

Our Sourdough is a 16-20 hour labour of love that includes our own levain starter that ferments and then is added to our dough. You can also find it in various flavours! My favourite is the Sunflower Flax Sourdough; give it a try next time you are at your local COBS.

There is natural yeast occurring in our levain starter that comes from the flour and the air.  This provides the majority of the leavening, however we also add a small amount of commercial yeast to stabilize it and ensure our sourdough has the same consistency and look at all of our bakeries.  

Thanks so much for your feedback and enjoy your day.
COBS Bread Support Team

Storing Bread

Hello ${Contacts.Last Name},

Our rule of thumb is that our bread will last four days on the counter, or four months in the freezer.  Our bread should be stored at room temperature in a plastic bag, bread bag or well-ventilated bread bin to prevent the bread from drying out. 

To freeze, simply place the bread in a freezer bag, remove as much air as possible and seal the bag. Bread can be thawed naturally, in the microwave, or right into the toaster.

Enjoy,
COBS Bread Support Team

Low Carb Inquiry

Hello ${Contacts.Last Name},

Thanks for your inquiry.

Although all our loaves contain carbohydrates, our Cape Seed Loaf has fewer carbs than our traditional loaves. You can find the product info on our website.

Enjoy your day!
COBS Bread Support Team

Enzyme (Lipase/Amylase Inquiry)

Hello ${Contacts.Last Name},

Our amylase and lipase enzyme used in our products are from plant and/or fungal origins. 

Please note, we do carry animal products in the bakery so there is always the risk of cross-contamination.

Thanks so much for your feedback and enjoy your day.
COBS Bread Support Team

Sugar - Vegan/Vegetarian Inquiry

Hello ${Contacts.Last Name},

COBS Bread uses Redpath Sugar, which is vegan and vegetarian friendly. For more information, please contact Redpath directly. 

Thanks so much for your feedback and enjoy your day.
COBS Bread Support Team

Plant-Based Cinnamon Bun status – Template

Hi _______,

Thank you for contacting COBS Bread. We no longer offer the Plant-Based Cinnamon Bun at our bakeries. Instead, I recommend trying our Raspberry & Custard Teatime. It is one of our sweet treat options that can be suitable for plant-based diets: https://www.cobsbread.com/products/raspberry-and-custard-teatime/. 

Thank you for understanding, and please let us know if you have further questions.

Regards,

Banana Chocolate Scone Suspension

Hi ______,

Thank you for your email.

The Banana Chocolate Scone has been discontinued due to supply chain issues involving an ingredient

required to make the scone. However, we’re excited to share that we are going to be offering a Triple

Chocolate Scone in the near future which we’re sure you will love.

Regards,

Online Gift Card Pause

Hi _____,

Thank you for contacting COBS Bread.

Currently, gift cards are not available to purchase online, however, you can visit us in-store to purchase a gift card.

If you need assistance in finding your local COBS Bread, please let us know!

Regards,

Flour Location Source

Hello ${Contacts.Last Name},

Thanks for contacting COBS Bread. Our flour is sourced from the Lethbridge, AB area. 

Please let me know if you have further questions.

Enjoy your day!

COBS Bread Support Team

Plant-based Cinnamon Buns – Allergen Related

The ingredients that make up our Plant-Based Cinnamon Bun are produced in a facility that contain milk and other allergens. We recommend that individuals with dietary needs, including food allergies, consult their healthcare provider.

We are committed to providing our customers with the most current ingredient, nutritional, and allergen information related to our products. Bakery operations may result in goods sharing common preparation stations, baking, and/or merchandising areas. The shared use of equipment (preparation table, ovens, etc.) and baking tools may also occur. For customers with food allergies, our products may come into contact with allergens of concern. We recommend that customers with dietary needs, including food allergies, consult their healthcare provider.

Foreign Object

Foreign Object 1 – Request for Object

Dear ${Contacts.Last Name},

Thank you for taking the time to contact COBS Bread.

I am sorry to learn of your unpleasant experience and can assure you that COBS Bread takes complaints of this nature very seriously.  

We take every possible precaution to ensure that the product we supply is of the highest quality and meets with stringent safety standards.  In order to fully investigate this matter, we require the object for analysis to best determine where the object has originated from.

If you still have the object, would you please bring it to the bakery that you originally purchased the item from? Please make sure it is secured in a plastic bag, labelled with your name. Once we receive it, we can begin our investigation with the bakery and relevant suppliers.

Don’t hesitate to contact us if there’s anything else we can help with here. 

All the best, 
COBS Bread Support Team 

Foreign Object 2 – Voucher

Hi ${Contacts.Last Name},

Thanks for taking the time to contact us here at COBS Bread.

I am sorry for your recent experience at our bakery. It is important to us that our products are delicious and our service exceeds expectations. We take it seriously when we hear from you that we might have missed the mark.

Please rest assured that we are taking all the necessary steps to see how this piece was found in your product. We take all foreign object investigations very seriously, we have a process in where several persons are involved. We typically do not follow up with customers with the results of the investigations, but please know that we do make sure they are completed.

Please accept this email as a voucher for a free loaf and treat for your time and assistance in this matter. Simply show it to bakery staff and they will be more than happy to assist you. 

Expires: XXX XX, 20XX (one month after issued)

• Bring in voucher to receive offer 

• One voucher per customer 

• Not valid with any other offer 

• No cash value
Enjoy!
COBS Bread Support Team 

Online Ordering (Click & Collect) 

Click & Collect Not Available (during Retail365)

Hi ${Contacts.Last Name},

Thanks for taking the time to contact us here at COBS Bread.

We are currently in the process of upgrading our website and Click & Collect service. During this upgrade, Click & Collect will not be available. To pre-order our products, I recommend calling your local COBS Bread bakery. To find your closest bakery, you can use our location finder here: https://www.cobsbread.com/local-bakery/.

If you have any questions, please let me know. 

Thank you,

Payment Issues 

Hi ${Contacts.Last Name},

Thanks for taking the time to contact us here at COBS Bread.

I am sorry for your recent experience with our online ordering service.  We are working continuously to find ways to improve our online ordering platform. 

Our Click & Collect service currently accepts VISA, Mastercard, AMEX, and VISA Debit. If you are trying to use a method of payment that is not accepted, please try again with one of the ones above. 

If your concern is not related to your chose payment method, please advise if you are receiving any other error message when completing your order. If you can take a screenshot of this error, please send include it so that we can help you faster.  

Thank you,

COBS Bread Support Team

Refunds

Hi ${Contacts.Last Name},

Thanks for taking the time to contact us here at COBS Bread.

I am sorry for your recent experience with our online ordering service.  We are working continuously to find ways to improve. 

Because our locations manage their own online orders and payments, you will have to reach out to the bakery you originally ordered from to receive a refund. You can find the bakery’s phone number using our Bakery Locator on www.cobsbread.com.

Thank you,

COBS Bread Support Team

Click & Collect Service Down 

Hi ${Contacts.Last Name},

Thanks for taking the time to contact us here at COBS Bread.

I am sorry for your recent experience with our online ordering service.  We are working hard to improve the site and launch again as soon as possible. 

In the mean time, we encourage you to call up your local bakery and place an advance order over the phone. 

Any updates on our Click and Collect platform progress will be posted on our social media, so make sure to follow us and be the first to know when the service is back online! 

Thank you,

COBS Bread Support Team

Online Ordering Confirmation Email Issue (Temporary)

Hi _______,

Thank you for your email. Currently, our online ordering system is experiencing an issue with sending confirmation emails and texts to customers after ordering. Our team is working on fixing this issue. Our bakeries should still have received your order, but we strongly recommend calling the bakery you ordered from to confirm that the order has been received.

If you need assistance in finding the bakery’s phone number, please let us know.

Regards,

Online Ordering Confirmation Email Issue - When Ordering - No code

Thank you for your message. Our technical team is working to address the issue where customers were unable to receive a verification code during account creation or logging in. Unfortunately, for now, we recommend all customers who purchase via Click & Collect to order as a guest while we fix the issue. We apologize for the inconvenience and thank you so much for understanding.

COBS Club (Loyalty)

Privacy Concerns + Stamp Card Transition Concern

Dear ${Contacts.Last Name},

Thank you for contacting COBS Bread. 

We understand your concern about discontinuing our stamp card program. We are very excited to be introducing COBS Club, and the more benefits for our members to enjoy such as earning Breadcrumbs on all purchases, a free treat on your birthday, and exclusive personalized offers! 

By signing up for our app, COBS Club will offer you exclusive deals and rewards on all purchases, not just on loaves. Simply scan your app when making your purchase and earn Breadcrumbs on all COBS products, including all loaves, sweets, and snacks! 

To sign up for the app, you will need to provide a phone number, email address, and postal code. All other information is optional to provide within the app. Your privacy is very important to us, so please rest assured that if you would not like to receive communications from us through email, text or even notifications, you are welcome to opt out of these features in your app profile. 

We welcome your questions and comments regarding our privacy policy. Please visit cobsbread.com/privacy for further information. 

All the Best,
COBS Bread Support Team 

Issue on hold – please wait for further instruction

Dear ${Contacts.Last Name},

Thank you for contacting the COBS Bread Support team. 

Your message has been forwarded to our digital experts, and will be resolved as soon as possible. 

We appreciate your patience, as we work on solving this problem. Please stay tuned for a follow up message about next steps. 

COBS Bread Support Team 

Other

Staff Inquiry or Concern

Hi ${Contacts.Last Name},

Thank you so much for taking the time to reach out to us at the Support Office. I have forwarded your email to the HR department and your Area Manager to investigate. 

They may get in touch with you for more details, if necessary.

All the best,

COBS Bread Support Team

Location Suggestion

Hi ${Contacts.Last Name},

Thanks for the great location suggestion. I've passed it to our Franchise and Property Team for their review. We're looking forward to bringing fresh baking to more and more communities.

All the best, 

COBS Bread Support Team 

Donation Request for Individual

Hi ${Contacts.Last Name},

Thank you for contacting COBS Bread about our End of Day Giving program. Our bakeries donate our breads to charitable organizations in their community who support those struggling with food insecurity. If you can share with me which COBS bakery is closest to you, I can find out which organizations are in your community that you could reach out to for support or resources.

All the best,

COBS Bread Support Team 

Wholesale

Hi ${Contacts.Last Name},

Thanks for thinking of COBS Bread for wholesaling. Its best for you to contact your local COBS Bread Bakery directly to discuss the possibility for a setting up a partnership.

Thank you,
COBS Bread Support Team

Plastics Packaging

Hi ${Contacts.Last Name},

Thank you for taking the time to contact COBS Bread. We share your concern for the environment and are always looking for ways to reduce our impact. 

We also have large paper bags that can be used for bread, and boxes and paper bags for our treats. Our paper packaging is recyclable and compostable once food soiled. The plastic window or any stickers need to be removed first though.

For our plastic bread bag, it is classified as a #4 LDPE and is recyclable where facilities exist.  You will need to check with the recycling options in your local municipality since not all municipalities currently recycle #4 LDPE materials.

We also encourage customers to bring in their own clean bags to help reduce packaging.

Visit our website to learn more about how COBS Cares for the environment.

Thanks,
COBS Bread Support Team

Bakery Hours and Contact Information

Hi ${Contacts.Last Name},

Thanks for taking the time to contact us here at COBS Bread!

All of our bakeries have their contact information and hours of operation listed on www.cobsbread.com/local-bakery.

Hope that helps!
COBS Bread Support Team 

Delivery

Dear ${Contacts.Last Name}

Thank you for taking the time to contact COBS Bread! Fresh bread and sweet treats can be ordered for delivery through Uber Eats, SkipTheDishes Door Dash depending on your region. Check out your favourite delivery app for a participating bakery near you! 

All the best, 
COBS Bread Support Team 

Product Handling (gloves)

Hi ${Contacts.Last Name},

Thank you for taking the time to contact COBS Bread. We take cleanliness and hygiene seriously at our bakeries. All staff are trained to use the plastic sheet as a barrier between their hands and the product. Due to the fast-paced nature of our bakery, it is not feasible for staff to transition between gloves when handling cash. 

I'm sorry to hear you found the product handling at one of our bakeries below our high standard. We've logged this at the Support Office, and the local bakery owner will be working with their team. 

Thanks!

COBS Bread Support Team

Work Flow – To be Automated Emails

Franchise Inquiry

Hi ${Contacts.Last Name},

Thanks for contacting us about franchising. The best way to start your journey to becoming a franchisee is to submit an inquiry form on our website. I have also sent your email directly to our franchising team. They are very busy reviewing applications, so it may take them a bit to reply. 

All the best, 

COBS Bread Support Team 

Product Suggestion 

Hello ${Contacts.Last Name},

Thanks for your product suggestion. That sounds delicious! We make sure to take all product suggestions into consideration during our product innovation process.

Have a great day!
COBS Bread Support Team

Sales and Supplier Inquiries

Hi ${Contacts.Last Name},

Thank you for taking the time to reach out to us at COBS Bread. We have forwarded your email to the appropriate department for their consideration. They may reach out to you using the contact information you have provided.  

All the best, 

COBS Bread Support Team 

Employment 

Hi ${Contacts.Last Name},

Thank you for your interest in working with us! You can find job listings on our website. If you don't see a position you are interested in, you can also submit your resume directly to your local COBS Bread for future positions. 

Good luck!

COBS Bread Support Team 

Delivery Inquiries

Hi ${Contacts.Last Name},

Thank you for taking the time to contact COBS Bread!

For orders through UBER Eats, Skip the Dishes, or Door Dash, please reach out to their customer service department for refunds, technical issues or feedback regarding your delivery. 

All the best, 

COBS Bread Support Team 

Donation or Sponsorship Request for Charity or Dough Raisers Program

Hi ${Contacts.Last Name},

Thanks for thinking of COBS Bread for your organization!

All of our bakeries individually manage their end of day pick-up schedule, sponsorships and Dough Raisers Program, so it is best to call the bakeries closest to you to find out if they have availability. Please review our Bakery Locator. From there, you can reach out to the bakery owner directly and they will be more than happy to assist you!

All the best,
COBS Bread Support Team 

Cranbrook bakery closure – Begins September 1, 2023

Hi _____,

Our Cranbook bakery is temporarily closed, but we look forward to serving Cranbook again in the near

future! If you’re interested in franchise opportunities or being part of our new team, please let us know

and we can provide you with further information.

Regards,

Still receiving Email (Not a COBS Member)

Hi _____,

Thanks for taking the time to contact us here at COBS Bread.

We do apologize for the inconvenience. Please see attached file for your reference regards to the mailings that you are receiving.

If you receive the same email from the file below, we can confirm that it is not an email from us. It's an Ad as you can see highlighted below.

The ads only appear when you use the tabbed Inbox interface, and only in the Promotions and Social tabs. To stop seeing ads, either switch to a different Inbox view or disable those tabs. If it is not the same you may send here a screenshot of the mailings that you have received for us to be able to assess it.

Thank you and have a great day!

Eggnog Scone Suspended

Hi ______,

Thank you for your email.

The Eggnog Scone has been suspended due to low demand. Instead, we recommend trying our

Gingerbread Scone during this holiday season.

Thank you for understanding, and please let us know if you have further questions.

Regards,

Triple Chocolate Chip Hot Cross Bun Suspended (CANADA only)

Hi ______,

Thank you for your email.

The Triple Chocolate Chip Hot Cross Bun has been suspended due to low demand at our Canadian

locations. Instead, we recommend trying our other Hot Cross Bun flavours: Traditional Fruit, Apple

Cinnamon, and Cranberry Orange.

Thank you for understanding, and please let us know if you have further questions.

Regards,

Reward Expiry Complaint

Hi ______,

Thank you for raising your concerns with us. 

We are sorry to hear that you have reservations about the expiry date of your (______) 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 COBS Club  team for them to review.

Regards,

COBS Club Offers blackout period (Starting November 30)

Hi _____,

Thank you for reaching out to us. We have temporarily suspended COBS Club offers as of November 30, 2023, as we transition to a new COBS Club platform. Please note, you will still be able to scan your COBS Club account, receive your birthday and half birthday offers, and redeem your Breadcrumbs during this period.

If you have any further questions, please don’t hesitate to reach out.

Regards,

COBS Club Rewards Delay (Starting Dec 7)

Hi _____,

Thank you for reaching out to us. We are currently transitioning to a new COBS Club system to enhance your COBS Club experience. During this transition period, there may be a slight delay in receiving your [INSERT REWARD: $5 reward/Breadcrumbs/Birthday reward].

If you do not receive your [reward/Breadcrumbs] within the next 48 hours, please reach out to us again.

Please let us know if you have any questions.

Regards,

Bakeries in Retail365 system – Slow Service (Starting Dec 6 at Retail365 bakeries)

Hi _____,

Thank you for reaching out to us. I’m sorry you had a disappointing experience at your recent visit. The [BAKERY NAME] bakery recently transitioned to a new sales system so the bakery staff are adjusting to it. This may cause some delays in our service, and we thank you for your understanding.

If you have any questions, please don’t hesitate to reach out to us.

Regards,

COBS Club Phone Number Verification (Email template)

Hi _______,

I’m emailing you on behalf of the COBS Club Team from COBS Bread. Currently, we are updating our

COBS Club platform and noticed that there isn’t a phone number listed on your account. In order for us

to migrate your account to the new system, we will need a valid phone number listed on your account.

Can you provide us with a phone number we can add to your account?

Thank you and please let me know if you have any questions.

Regards,

COBS Club Email Verification (Phone template)

Hi ______[customer name]

We’re reaching out on behalf of the COBS Club Team from COBS Bread. Currently, we are updating our

COBS Club platform and noticed that we are missing an email address on your account. Can you provide

us with an email address for us to include?

If customer asks, why do you need my email address?

In order for us to migrate your COBS Club account to the new system, we will need a valid email address.

This will help the sales staff find your account easily when you visit our bakery.

What if customer doesn’t have email?

If you do not have an email address, you can use a friend or family member’s email address instead.

Issuance of $5 rewards or any other voucher - process change

 include the following text when issuing the Breadcrumbs

Please note, we are currently transitioning to a new sales platform, so we are only able to issue Breadcrumbs at this time. 200 Breadcrumbs will appear on your account as compensation instead.

COBS Club – Breadcrumbs/Rewards/Transactions not issued immediately

Please replace highlighted with type of reward or transaction if not Breadcrumbs. 

Hi _____,

Thank you for reaching out to us. We are currently transitioning to a new COBS Club system to enhance your COBS Club experience. During this transition period, there may be a slight delay in receiving your Breadcrumbs.

If you do not receive your Breadcrumbs within the next 48 hours, please reach out to us again.

Please let us know if you have any questions.

Regards,

COBS Club – Breadcrumbs not issued after 48 hours

Hi _____,

Thank you for your email. We’re sorry to hear that you weren’t issued your Breadcrumbs after 48 hours. 

Can you provide us with a receipt and the email address associated with your COBS Club account? We will re-issue the Breadcrumbs into your account.

Please let us know if you have any questions.

Regards,

COBS Club – $5 Rewards not issued after 48 hours

Hi _____,

Thank you for your email. We’re sorry to hear that you weren’t issued your $5 reward after 48 hours. 

Can you provide us with the email address associated with your COBS Club account? We will re-issue the $5 reward to your account. 

Please let us know if you have any questions.

Regards,

COBS Club – Birthday/Half Birthday Rewards not issued after 48 hours

Please replace highlighted with birthday or half-birthday.

Hi _____,

Thank you for your email. We’re sorry to hear that you weren’t issued your reward after 48 hours. 

Can you provide us with the email address associated with your COBS Club account? We will re-issue the reward to your account. Please note, due to the transition to the new COBS Club platform, the reward will be issued into your account in form of 200 Breadcrumbs ($5). You can use this to purchase your birthday reward at your next visit.  

Please let us know if you have any questions.

Regards,

COBS Club Account not found in bakery (No bakery listed)

Hi ______,

Thank you for reaching out to us. We’re sorry to hear that your COBS Club account was not found at your recent visit. We are currently transitioning to a new COBS Club platform and bakery system to enhance your experience with us. 

We would like to pass this onto our Loyalty team for further investigation. Can you provide us with the bakery you visited? 

Additionally, we can issue the Breadcrumbs into your account. Can you provide us a receipt and the email address associated with your COBS Club account?

Please let us know if you have any questions.

Regards,

COBS Club Account not found in bakery (Bakery known)

Hi ______,

Thank you for reaching out to us. We’re sorry to hear that your COBS Club account was not found at your recent visit. We are currently transitioning to a new COBS Club platform and bakery system to enhance your experience with us. We will note down this issue and pass this along to our Loyalty team to investigate further. 

In the meantime, we can issue the Breadcrumbs into your account. Can you provide us a receipt and the email address associated with your COBS Club account?

Please let us know if you have any questions.

Regards,

COBS Club – Mobile Number Change

Hi _____,

Thank you for your email. We are currently transitioning to a new COBS Club platform to enhance your COBS Club experience. With this transition, we are unable to the change the phone number on your account at this time. We apologize for the inconvenience this will cause. 

We recommend downloading the COBS Club app and scanning your account at the bakery to receive Breadcrumbs for your purchase. Please note, due to the transition, it may take up to 48 hours to receive your Breadcrumbs. 

Thank you for understanding and please let me know if you have any questions.

Regards,

COBS Club – Bakery cannot find reward ($5 reward)

Hi _____,

Thank you for your email. We’re sorry to hear that you weren’t able to redeem your reward at your recent visit. We are currently transitioning to a new COBS Club platform so the reward may not have issued properly. We have passed this onto the Loyalty team for further investigation.

In the meantime, can you provide us with the email address associated with your COBS Club account? We will re-issue the reward for you so you can redeem it at your next visit. 

Please let us know if you have any questions.

Regards,

COBS Club – Bakery cannot find reward (Birthday/Half-Birthday reward)

Hi _____,

Thank you for your email. We’re sorry to hear that you weren’t able to redeem your birthday reward at

your recent visit. We are currently transitioning to a new COBS Club platform so the reward may not

have issued properly. We have passed this onto the Loyalty team for further investigation.

In the meantime, can you provide us with the email address associated with your COBS Club account?

We will re-issue the reward for you so you can redeem it at your next visit. Please note, due to the

transition to the new COBS Club platform, the reward will be issued into your account in form of 200

Breadcrumbs ($5). You can use this to purchase your birthday reward at your next visit.

Please let us know if you have any questions.

Regards,

COBS Club – Early Expiration - $5 reward

Hi _____,

Thank you for your email. We’re sorry to hear that your $5 reward expired early. We are currently transitioning to a new COBS Club platform so the expiry date may not have displayed properly. We have passed this onto the Loyalty team for further investigation.

In the meantime, can you provide us with the email address associated with your COBS Club account? We will re-issue the reward for you so you can have extra time to redeem it. 

Please let us know if you have any questions.

Regards,

COBS Club – Early Expiration – Birthday/Half birthday reward

Hi _____,

Thank you for your email. We’re sorry to hear that your Half-Birthday reward expired early. We are

currently transitioning to a new COBS Club platform so the expiry date may not have displayed properly.

We have passed this onto the Loyalty team for further investigation.

In the meantime, can you provide us with the email address associated with your COBS Club account?

We will re-issue the reward for you so you can have extra time to redeem it. Please note, due to the

transition to the new COBS Club platform, the reward will be issued into your account in form of 200

Breadcrumbs ($5). You can use this to purchase your birthday reward at your next visit.

Please let us know if you have any questions.

Regards,

COBS Club – Missing reward from December 20

Hi _____,

Thank you for your email. We’re sorry to hear that you were not issued your reward. We are currently transitioning to a new COBS Club platform so the reward may not have issued properly. We have passed this onto the Loyalty team for further investigation.

In the meantime, can you provide us with the email address associated with your COBS Club account? We will re-issue the reward for you so you can redeem it at your next visit. 

Please let us know if you have any questions.

Regards,

COBS Club – USA and CAN separate accounts

Hi ____,

Thank you for reaching out to us. With the transition to the new COBS Club Platform, Breadcrumbs can

no longer be collected in both Canada and USA. You will need to create a second account to collect

Breadcrumbs in your non-primary country. We apologize for the inconvenience and thank you for your

understanding.

Please let us know if you have any questions.

Regards,

Stoney Creek Bread Cards

Change depending on type of card

Hi _____,

Thank you for contacting COBS Bread. Our Stoney Creek location is temporarily closed, and we look forward to re-opening in February. We will honour your Bread and Scone Cards when we re-open.

We apologize for the inconvenience and thank you for your understanding.

Regards,

Click & Collect Not Open Due to New System transition

Hi ______,

Thank you for your email. Our bakeries are currently transitioning to a new system so online ordering is

unavailable. I recommend calling your local bakery to place your order in the meantime. If you need

assistance in finding the phone number of your local bakery, please let me know.

Thank you for your understanding and please let me know if you have further questions.

Regards,

Stoney Creek Bakery Re-open

Hi _____, 

The Stoney Creek location has re-opened! They're open from 7am-7pm. You find their location here: https://www.cobsbread.com/local-bakery/stoney-creek-hamilton/

Stoney Creek Bread Cards

Change depending on type of card

Hi _____,

Thank you for your email. Our Stoney Creek location is temporarily closed, and we look forward to re-

opening in February. We will honour your Bread and Scone Cards when we re-open.

We apologize for the inconvenience and thank you for your understanding.

Regards,

Bakeries in New Sales System Pilot – Slow Service

Hi _____,

Thank you for reaching out to us. I’m sorry you had a disappointing experience at your recent visit. The

[BAKERY NAME] bakery recently transitioned to a new sales system so the bakery staff are adjusting to

it. This may cause some delays in our service, and we thank you for your understanding.

If you have any questions, please don’t hesitate to reach out to us.

Regards,

Retail 365 Gift Cards not working at bakeriesRetail 365 Gift Cards not working at bakeries

Scenario 1: If the customer bought a gift card at one of the pilot bakeries (please refer to list), it is automatically likely a Retail 365 gift card. Please use the below template for the customer and inform Jasmine so she can contact bakery. 

Scenario 2: Customer complains about gift card not working and it is not at one of the pilot bakeries or no bakery specified. Please ask for a photo of gift card (back and front). If gift card has below images, it is a Retail 365 gift card. Please use below template for customer and inform Jasmine so she can contact bakery. 

Template

Hi _______,

Thank you for your email, and we’re sorry for the confusion with your gift card. We want to assure you that the gift card you have can be used at all bakeries, but due to a technological upgrade that is rolling out across all of our bakeries, it can’t be “swiped” at bakeries that have not yet rolled over—there's a different process. It sounds like the bakery is not aware of this process, and we will reach out to the bakery to ensure they are aware of how to redeem your gift card. 

Thank you for your understanding and please let me know if you have further questions.

Regards,

Unable to redeem HXB Direct Mailer 2024

Before Feb 8

Hi ______,

Thank you for your email. Please note, this voucher is not valid until our bakeries open on February 8. 

Please let me know if you have further questions.

Regards,

Between Feb 8-29

Highlight note: please change or remove accordingly if information is given or not. 

Hi _____,

Thank you for your email. I’m sorry to hear you weren’t able to redeem our voucher. If you made a purchase, can you share the receipt of your recent purchase?

Additionally, can you let me know which bakery and what time you visited? 

Regards,

After Feb 29 – DO NOT USE IF complaint states a voucher usage between Feb 8-29. Use the above template. 

Hi _______,

Thank you for your email. Please note, the voucher expired on February 29, 2024, 11:59PM local time. 

If you visited one of our bakeries between February 8 and February 29 and was unable to redeem our voucher, please share a receipt of your recent purchase. 

Please let me know if you have further questions.

Regards,

Unable to redeem HXB Direct Mailer 2024

Before Feb 8

Hi ______,

Thank you for your email. Please note, this voucher is not valid until our bakeries open on February 8. 

Please let me know if you have further questions.

Regards,

Between Feb 8-29

Highlight note: please change or remove accordingly if information is given or not. 

Hi _____,

Thank you for your email. I’m sorry to hear you weren’t able to redeem our voucher. If you made a purchase, can you share the receipt of your recent purchase?

Additionally, can you let me know which bakery and what time you visited? 

Regards,

Between Feb 8-29 – Retail365 bakeries only *NEW*

Please confirm if it is a Retail365 bakery first before using template – see Retail365 bakery list

Hi ____,

Thank you for your email. I’m sorry to hear you weren’t able to redeem our voucher. We want to assure you that the voucher can be used at all bakeries, but due to a technological upgrade that is rolling out across all of our bakeries, there’s a different process to redeem it. It sounds like the bakery is not aware of this process, and I will reach out to the bakery to ensure they are aware of how to redeem your voucher. 

Thank you for your understanding and please let me know if you have further questions.

Regards,

After Feb 29 – DO NOT USE IF complaint states a voucher usage between Feb 8-29. Use the above template. 

Hi _______,

Thank you for your email. Please note, the voucher expired on February 29, 2024, 11:59PM local time. 

If you visited one of our bakeries between February 8 and February 29 and was unable to redeem our voucher, please share a receipt of your recent purchase. 

Please let me know if you have further questions.

Regards,

Gift Card Balance Checker – Not working

Hi ______,

Thank you for your email. Currently, the Gift Card Balance Checker on our website is unavailable. In the meantime, I recommend visiting your local COBS Bread bakery to check your gift card balance in-store. If you need assistance in finding your closest bakery, please let me know.

Thank you for your understanding and please let me know if you have any questions.

Regards,

Customer does not want to visit store to check gift card balance 

If customer has already provided their gift card number, you do not need to use this template. 

Hi _____.

Thank you for your email. I can pass this on to our team to check your gift card balance. Can you provide me with your gift card number?

Please let me know if you have further questions.

Regards,

CUSTOMERS complaining account not found at bakery

Step 1: Check Cheetah to see if customer account exists and ask customer which bakery they visited if not specified.

Step 2: If account exists and visit was at Retail365 bakery, forward to Jasmine to check new database.

Step 3: If account exists in new database, use template below. 

Hi ____,

Thank you for reaching out to us. I’m sorry you were unable to use your COBS Club account at your recent visit. The [BAKERY NAME] bakery recently upgraded to a new sales system, and our IT team is currently addressing this issue. 

In the meantime, I can add Breadcrumbs into your account. Can you provide me a receipt from your recent visit?

If you have further questions, please let me know.

Regards,

BAKERIES complaining about member not found searching via Retail365 POS

Step 1: If bakery did not provide member details, please ask for it. 

Step 2: Check on Cheetah to see if member is new (joined in the last 48 hours). If so, use Email 1.

Step 3: If member is not new and unverified, use Email 2.

Step 4: If member is not new and is verified, use Email 3.

Email 1 – Member joined in last 48 hours

Note: If member is unverified, please confirm the account before sending the email.

Hi _____,

Thanks for reaching out to us. The member you have provided is new. Please expect a 24 to 48-hour delay in the syncing of new accounts. 

Regards,

Email 2 – Member is unverified and not a new member

When replying to the bakeries for this issue, please cc their Area Manager, Winona Li (winona.li@cobsbread.com). 

Hi _______,

Thanks for reaching out to us. The member you provided was unverified and we have confirmed their account. They should appear in the POS within the next 24-48 hours. 

Regards,

Email 3 - Member is verified and not a new member

When replying to the bakeries for this issue, please cc their Area Manager, Winona Li (winona.li@cobsbread.com). 

Please also attach the “COBS Club Issues Bakery Memo” pdf. 

Hi ______,

Thank you for reaching out to us. Recently, the COBS Club team discovered an issue where random COBS Club members (but not all) are not appearing in the Retail365 POS. To troubleshoot this, please refer to the “Member Not Found” instructions in the attached Issues Memo.  

If you are still having issues after troubleshooting, the Loyalty team cc’d can assist further. 

Regards,

Chia range suspension – General

Customers asking for product availability

Hi ______,

Thank you for contacting COBS Bread. Our Chia products are no longer available at bakeries; however, I recommend trying our other healthy breads such as the Country Grain Loaf and Cape Seed Loaf. You can find our list of healthy breads here: https://www.cobsbread.com/products?flavour=healthy.

Please let me know if you have further questions.

Regards,

Chia range suspension – reason

Customers asking the reason why the Chia range is no longer available

Hi ______,

Thank you for contacting COBS Bread. Our Chia products are no longer available at bakeries due to supply chain issues involving an ingredient required to make the products. Instead, I recommend trying our other healthy breads such as the Country Grain Loaf and Cape Seed Loaf. You can find our list of healthy breads here: https://www.cobsbread.com/products?flavour=healthy.

Please let me know if you have further questions.

Regards,

High Price Complaint

Hi _____,

Thank you for contacting COBS Bread and providing feedback. Our prices are based on our baking process, for example, we bake all our bread from scratch on-site daily, with products going to charity at the end of the day!  That being said, I will pass on your comments about the price along to our production team. 

If you have any additional feedback, please let me know.

Regards,

Reselling products (COBS Bread products)

Hi _____,

Thank you for contacting COBS Bread. If you are purchasing our products wholesale to create other products like sandwiches, I recommend reaching out to your local COBS Bread bakery to discuss the possibility of a partnership. However, if you are purchasing our products to be resold as is, we do not allow that.

Please let me know if you have any further questions.

Enjoy your day,

Monoglycerides and Diglycerides Plant-Based Inquiry – General 

Hi ____,

Thank you for reaching out to COBS Bread. The source of our mono and diglycerides depends on the product, can you let me know which product you are referring to?

Thanks,

Monoglycerides and diglycerides Plant-Based Inquiry – Cinnamon Buns

Hi ______,

Thank you for reaching out to COBS Bread. The mono and diglycerides in our Cinnamon Bun are not animal derived. However, please note that the Cinnamon Bun is made in the same facility where meat, dairy and egg products may be present. 

If you have any further questions, please don’t hesitate to reach out.

Enjoy your day,

Rewards Card/Any product card – General

Hi _____,

Thank you for reaching out to COBS Bread. Can you provide an image of your [CARD TYPE] card? 

Thanks,

Stamp card – General 

Hi ______,

Thank you for reaching out to COBS Bread. Please note, we have transitioned from our stamp cards to our COBS Club Loyalty program a few years ago. Although our bakeries can no longer honour these stamp cards, we can issue you a product voucher for every completed stamp card. Can you provide us with a picture of the stamp card you have? 

I also recommend downloading the COBS Club app to collect Breadcrumbs (our points system) for any future purchases: https://www.cobsbread.com/rewards/. For every 200 Breadcrumbs earned, you will receive $5 to use towards your next purchase.

Thanks,

Stamp card Loaf Voucher 

Thank you for providing your stamp card. Please use this email to redeem the free loaf of your completed stamp card. 

PLEASE ENJOY A COMPLIMENTARY LOAF OF YOUR CHOICE ON US. NO PURCHASE NECESSARY

Expires: (1 month after issued)

• Bring in voucher to receive offer 

• One voucher per customer 

• Not valid with any other offer 

• No cash value

Enjoy!
COBS Bread Support Team

$5 voucher minimum amount

Hi ____,

Thank you for reaching out to COBS Bread. To use the $5 voucher, a minimum purchase of $5 is required. 

As we are always looking for ways to improve our COBS Club program, I have passed this feedback along to our COBS Club team. 

Please let me know if you have any further questions.

Enjoy your day,

Non-fortified flour

Hi _____,

Thank you for contacting COBS Bread. At this time, our flour is fortified and used in all our products. 

If you have any further questions, please don’t hesitate to reach out. 

Enjoy your day,

Vegan filter on website

Hi _____,

Thank you for contacting COBS Bread. At this time, we do not have a filter for plant-based or vegan products. However, we are in the process of upgrading our website and have passed this feedback along to the Digital team for consideration. 

Please let me know if you have further questions.

Enjoy your day,

Bread thickness 

Hi _______,

Thank you for contacting COBS Bread. The thickness of our loaves ranges from 9.5mm - 31.75mm thickness. At this time, 9.5mm is the thinnest we can cut our loaves. For anything thinner, we recommend getting a non-sliced loaf and cut it to their described thickness at home.

Please let me know if you have further questions.

Enjoy your day,

Plant-based label removal from website

Hi _____,

Thank you for contacting COBS Bread. Although the plant-based label has been removed from our website, the recipe of our products has not changed. We recommend checking the ingredients on our website to ensure they align with your dietary needs. The Support Office has removed any special tags to re-evaluate the way our products are currently categorized. This is part of a larger initiative to provide more transparency on our products.

Please let me know if you have further questions.

Enjoy your day,

Campaign products availability – Mandatory products

Hi ______,

Thank you for contacting COBS Bread. [Campaign product] is available at all bakeries between [date range]. To find your local COBS Bread bakery, please use our location finder here: https://www.cobsbread.com/local-bakery/.

Please let me know if you have questions.

Enjoy your day,

Bleach Flour

Hi _______,

Thank you for contacting COBS Bread. The flour we use in our products is unbleached and does not include benzoyl peroxide. 

Please let me know if you have further questions.

Enjoy your day,

West Broadway Temporary Closure – Feb 6

Dear ______,

We understand your concerns about the West Broadway bakery closure. The bakery was closed on February 6, 2024 by Vancouver Coastal Health due to a pest issue (section 26 of the BC Food Premises Regulation). 

We are working closely with the Emergency Health Officer (EHO) on the next steps and our primary focus is getting this issue fixed. COBS Bread has a rigorous compliance program for all of its bakeries; this is an isolated incident and the bakery has not met the high standards we set for ourselves. 

Please visit cobsbread.com to find your closest COBS Bread bakery. 

Regards,