Customer service and standing behind a product will build brand loyalty for years to come. Back in May, I purchased two bags of Purina Ultium, as I use it for a supplement for Tommy during the ride season. Less than two weeks after dumping the bags into our bins, they were riddled with bugs and larvae. I dumped my whole bin into the trash can, and scrubbed my containers out, and let them dry for several months (it was the end of endurance season, so I wasnt feeding it all summer anyway). The day before we went on vacation, I bought two more bags of Ultium to be fed while we were away and during hard workout days with Maureen. When I returned, almost none of the feed had been fed and I came home to a note that the feed was full of bugs and larvae again. I was not a happy camper, as I had now flushed over $100 of feed down the toilet and I knew at that juncture that it had nothing to do with the cleanliness of my containers. I went to my retailer, who could do nothing, as just like every other horse owner, I throw the bags away upon emptying them into my containers. However, my retailer confirmed that this "happens often". I contacted Purina direct to ask what to do. Purina also confirmed that this is an issue for feed in hot and/or humid climates, especially during the summer months. I asked in fairness to be compensated for the two bags that I purchased in late August, and that I would not feed Ultium during the summer months now that I had that information going forward. Today in the mail, I received coupons for all four bags of Ultium to be replaced. I am so happy, I called Purina back and let them know immediately. I was turned onto Ultium by a good friend that competes in endurance and it appears to be a good fuel for a top athlete! Thank you so much Purina!!
Posted on: Thu, 26 Sep 2013 19:25:35 +0000
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