Complaints

This profile includes complaints for Perfetti Van Melle's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Perfetti Van Melle has 3 locations, listed below.

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  Perfetti Van Melle

  3645 Turfway Road Erlanger, KY 41018

• 

  Perfetti Van Melle

  Po Box 18190 Erlanger, KY 41018

• 

  Perfetti Van Melle

  1 VAN MELLE LANE ERLANGER, KY 41018-1074

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past several months because of a digestive issue, l purchase about 12 packs of this mentos product to help control acid reflux that aggravates my COPD. Several.packs have been found to be poor quality. Instead of being chewed, they have been tough as a rock. When l have contacted the retailers which are ******, *** and ********* where Inourchase them, they have suggested l contact the manufacturer. First two contacts were no reply. Most recent contact, they sent me a pack of 3 and a shipping for $1 off. Over the period l have spent roughly $6 per month on this product. They need to reasonably replace the products or provide reasonable coupons.

  Business Response

  Date: 10/09/2024

  Hello *********,

  Thank you for bringing *** ******** concerns to our
  attention. We appreciate the opportunity to address her claims and offer a
  resolution.

  Most consumers typically reach our Mentos Consumer Relations
  team via the Contact Us form on Mentos.com, though we also provide a consumer
  relations hotline and social media messaging. All inquiries received through
  these platforms are logged and assigned a case number for tracking purposes.

  In *** ******** case, we received her initial inquiry on
  September 26th, which was assigned case #********. We have no record of any
  previous communication from *** ****** beyond this inquiry and her responses
  regarding the current claim.

  In her message, *** ****** expressed that she is a regular
  Mentos user, relying on our product to manage symptoms related to her medical
  condition. She also mentioned experiencing issues with a roll of Fruit Mentos, noting
  that some were chipped or "hard as rock." However, she did not
  provide sufficient information, such as a lot code or photos of the product,
  that would enable us to investigate further. She did mention tearing the top of
  the packaging, which might have included the product number.

  Our team responded on September 27th, requesting additional
  details from *** ******, such as a lot code, photos, or the UPC. We also
  inquired whether she still had the product or the packaging for our Quality Control
  team to examine and offered to send her a prepaid envelope for returning the
  product.

  *** ****** responded later that day, stating that our
  request for further details was overwhelming as she does not keep product
  wrappers. She also mentioned that she believed the necessary information had
  been included in the contact form and claimed to have attached a photograph. However,
  no photograph was received, which may have been due to a technical issue or
  user error during submission. In this response, *** ****** also reiterated her
  medical history and explained that she spends $6 a week on Mentos and stated
  that she is seeking reasonable compensation for the amount of product she has
  discarded over the past year.

  In response, we sent *** ****** a roll of Mentos, some
  coupons, and a letter expressing our appreciation for her loyalty to the brand.
  On October 6th, *** ****** informed us that she was dissatisfied with the
  package and intended to file a complaint with the Better Business Bureau. We
  are responding to that message today from our consumer system and will add the
  same reply in your BBB response portal and will consider the matter closed.

  While *** ****** shared her regular purchase patterns,
  indicating she buys 12 rolls of Mentos per month, she did not specify how many
  of these rolls were defective. Given her frequent use of the product, it’s
  reasonable to assume that the majority of her purchases have been satisfactory.
  Since this is the first issue she has raised regarding a specific roll, we
  replaced that roll and provided additional coupons as a goodwill gesture.

  As consumer satisfaction is a top priority for us, we are
  happy to offer *** ****** 12 rolls of Mentos as a means of resolving this
  matter. We hope this gesture meets her expectations and assures her of our
  commitment to quality and customer care.

  Thank you

  Mike S******
  Perfetti Van Melle Consumer Relations 

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  some of the info here isnincorrect.  I did provide photoss.of 3.mentos l had on hand at the time.  I buy thw fruit pack of 4 all thw time.  It ianuaed to counteract acid reflux.  I received a single coupon for $1.

  i am.an adrent supporter of the xomlany as l could have made other choices.  I will continue to support them.  It helps acidity in my atomach.  In essence I WILL ACCEPT THE 12 PACKS OF FRUIT FLAVOR.  THANKS.  AND YES SOME OF THE INFO REQUESTED FROM ME AS A LAY PERSON WENT WAY BEYOND REASON.
  
  
  
  ******* ******
  
  

• Initial Complaint

  Date:05/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  My complaint is regarding the simplicity of contacting customer service. Contacting is not simple, and it is actually quite the contrary. I have looked and looked for a contact page on the ******** website, and it appears that such a page is non-existent. I clicked on the Corporate Site page link, but it says the link doesn't work and the page ********************************** does not exist. When I looked up Perfetti Van Melle, the actual page is ********************************** PLEASE UPDATE THIS LINK. When I went to *********************************, I tapped on the contact directory, there was no email to the United States office, and the phone number to the US office had been disconnected. PLEASE ADD A US EMAIL AND FIX THE PHONE PROBLEM! You are putting an unwanted burden on consumers who want to contact your company. Also, when I tried to email other countries' Perfetti Van Melle customer service, the email always bounces back and says it is undeliverable. PLEASE FIX THESE PROBLEMS!! It is important for consumers to be able to contact you for your brand to achieve transparency. Thank you.

  Business Response

  Date: 05/25/2023

  Dear *****, 
  
  Thank you for contacting us about our customer service. We strive to be accessible to our consumers and are sorry we disappointed you this time.
  
  I appreciate you bringing to our attention the difficulties you faced when trying to contact us and the problems with the ******** website. 
  
  
  I have notified our ******** Brand team, and they are going to update the corporate website link on their site. 
  
  
  Our Perfetti Van Melle USA website link is ****************, and the main office phone is the one you found listed on our ****************** ###-###-####, and for the time being we do not have a Perfetti Van Melle USA general email address.  
  
  
  Thank you for voicing your concerns and for being a loyal consumer. 
  
  
  Rosie B.
  
  
  Consumer Relations
  
  
  Perfetti Van Melle USA