Poor product experience ?? Do not inform us at Dr Oetker, we will not believe you anyway !!!

Purchased a Cheesy Nachos 504g pizza at President Hyper Krugersdorp Unfortunately, I had to report a disappointing experience as the base remained soggy, even after baking it for 20 minutes and I had to throw the pizza away. I was then asked several questions by Dr Oetker such as to send a photo of the till slip, a photo of the box, a photo of the product, name the store where the product was bought and take a photo of the best before date which was nowhere to be found on the box.

Some of the information was sent to Dr Oetker but I could not provide a copy of the till slip as this was entered into an instore competition when I left the store, I could not provide a photo of the best before date as it was not present on the pizza box and I could not provide a photo of the "baked product" as I threw this away before it was requested.

And so Dr Oetker "apologized" to me as they cannot complete an investigation when all the information is not available and apologised for the "inconvenience."

As a consumer in difficult times, I was really expecting more from you, Dr Oetker. According to reviews on Hello Peter, there was a similar case where a person sent you an email during 2015 and without question you sent a voucher and had one happy consumer, despite the "inconvenience" she experienced.

I wonder why my case would be different Dr Oetker and why your general consumer has to be the "wrong" party unless your consumer can prove they are not wrong ?

Having worked for a big FMCG company for many years, I can tell you from experience that denial on your side will not score you any points with your consumers.