Business Profile

Food Manufacturers

The JM Smucker Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The JM Smucker Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

19 total complaints in the last 3 years.
2 complaints closed in the last 12 months.

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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:10/31/2022
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.
I would like to file a complaint regarding Jif, JM Smucker CO., One Strawberry Lane, Orville, Ohio 44667. Last spring they had a safety recall of their Jif Peanut butter. I filled out all their online documentation request of the two 48oz jars of peanut butter I had purchased. I have recieved several e-mails saying I would b e getting coupons to replace the jars I could not use. This has not happened despite repeated e-mails and letters. Now it is a matter of priciple that a company had a potentially dangerous product that they recalled but they have not fulfilled their responsibility. Thank you for your help regarding this complaint
Business Response
Date: 10/31/2022
We
are committed to supporting consumers who have product impacted by the
voluntary recall we initiated on select Jif® products. Due to the volume of
reimbursement requests received the process is taking longer than it typically
would, however we are working diligently and collaborating with an external
partner to help us coordinate distribution as quickly as possible.

We are mailing today, two $7.00 coupons to replace
the two jars of Jif® Peanut Butter that were impacted by the recall. Ms. ******* should receive these within the
next 7 to 10 days.

We apologize for the delay in reimbursement
and thank Ms. ******* for her patience.
Initial Complaint
Date:10/02/2022
Type:Product Issues
Status:
ResolvedMore 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.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if they are received. I have 7 days to respond and mail could take longer if it comes?! o buy anything smuckers until I get my reimbursement. It’s not about the money but the action of smuckers acting like I’m a criminal I was one of your best clients but will be looking into making my own (jelly/ jam & peanut butter)or just not being a smuckers customer ever again!!! What did I do and why do I have to find alternatives to something I’ve bought my 50 yrs on this earth. I’m so mad my supplies are getting thin so I have to restock my storage room again and will not buy smuckers products until I get my money back and a apology!! SHAME ON YOU SMUCKERS I NEVER DID ANYTHING BUT BE A GOOD CUSTOMER TO YOU. I go thru multiple jars of PB & J a month and you push me away!!!!!!!!
Smuckers says they will loss a lot of money this year NO you are not going to make as much due to your fault in the situation. Don’t screw customers over when you caused this issue!! I may never buy smuckers again and surly will not until I get a refund/ voucher or something for my two twin packs of 40oz.
Business Response
Date: 10/04/2022
We
are committed to supporting consumers who have product impacted by the
voluntary recall we initiated on select Jif® products. Due to the volume of
reimbursement requests received the process is taking longer than it typically
would, however we are working diligently and collaborating with an external
partner to help us coordinate distribution as quickly as possible.

We are mailing today, six $7.00 coupons to
replace the Jif® Peanut Butter that was impacted by the recall. Mr. ****** should
receive these within the next 7 to 10 days.

We apologize for the delay in reimbursement
and thank Mr. ****** for his patience.
Customer Answer
Date: 10/14/2022
[BBB Transcription via Phone]
I don't agree. You only mailed me $23. You said you would send 6 $7 coupons.
Business Response
Date: 10/17/2022
The coupons Mr. ****** is referencing were sent
from our external partner that is assisting us in expediating fulfillment. In
addition to the $23 in coupons received, we sent an additional 6 coupons
valuing $42 to Mr. ******, for a combined reimbursement of sixty-five dollars.
Customer Answer
Date: 10/21/2022
[BBB Transcription via Voicemail]
The matter has been resolved.
Initial Complaint
Date:09/23/2022
Type:Product Issues
Status:
ResolvedMore 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.
I am rejecting this response because:

It has been my experience that Smuckers promises are absolutely meaningless. I was promised that I would have reimbursement on 3 separate occasions over 4 months time and they have failed to deliver on those promises, which is why I submitted this complaint. I never know what to believe because they tell me something different every time hear from them. This response is inconsistent with what Smuckers has told me through direct correspondence only last week. Their only consistency is that they always stall for time. Finally, BBB only gives me 7 days to respond while Smuckers' response says that they will have reimbursement to me in 7 to 10 days, therefore the only response that is acceptable will be to actually receive reimbursement.
Business Response
Date: 09/27/2022
We are committed to supporting consumers who have product impacted by the voluntary recall we initiated on select Jif products. Due to the volume of reimbursement requests received the process has taken much longer than anticipated,however we are working diligently to reimburse our consumers as quickly as possible.

************** emailed us inquiring on his reimbursement on 9/23/22 and our representative that handled his complaint,mailed 3 $7.00 coupons to replace the 2 jars of Jif Peanut Butter that was impacted by the recall. For his patience and understanding, I will be mailing 2 additional $7.00 coupons today. ************** should receive these within the next 7 to 10 days.

We apologize for the delay in reimbursement.
Business Response
Date: 09/30/2022
We understand ************** impatience and frustration on the delay in receiving reimbursement for his 2 jars of product. There are two separate letters physically in the mail to **************: one containing 3 replacement coupons and the other with 2 replacement coupons. If they havent been delivered to his home address yet, they should be within a matter of days.
Customer Answer
Date: 10/03/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Coupon was received.

Thank you BBB for your assistance.

*******************
Initial Complaint
Date:08/30/2022
Type:Service or Repair 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.
Purchased better than ears on line from Walmart. Found a object that looks like part of a mold. Purchased them four months ago. This is the last bag that I have left. It is the bag of 36 pieces. Use by July 16, 2023. Bar code is ***** *****. Very disappointed and see they are discontinued. Would like something in return. Do not have the receipt. Paid $10.99 a bag
.
Business Response
Date: 08/31/2022
We wish to
assure you that we take all consumer complaints seriously and always act in
good faith in attempting to reach a satisfactory resolution.
We apologize to Ms. ***** for her experience
and are processing a refund check in the amount of $11.00 which she should
receive in within the next 4 weeks.
Initial Complaint
Date:08/30/2022
Type:Product Issues
Status:
ResolvedMore 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.
I am rejecting this response because:

I will most definitely accept this response, however, they do not have my name ***** ********, in the response. I just want to make sure that the reimbursement gets to me and my address. Like I said I am very accepting of this as long as it gets to me.
Business Response
Date: 08/31/2022
We are committed to supporting
consumers who have product impacted by the voluntary recall we initiated on
select Jif® products. Due to the volume of reimbursement requests received the
process is taking longer than expected, however we are working diligently and
collaborating with an external partner to help us coordinate distribution as
quickly as possible.

We apologize to Ms. ******* for her
experience and are processing a refund check in the amount of $24.00 which she
should receive within the next 4 weeks.
Business Response
Date: 09/01/2022
As a matter of practice, we do not
under normal circumstances indicate the consumer’s name and address in order to
protect their privacy. Ms. ******** can be assured that we have her full name
and address and will be mailing her refund to the address she listed when
filing her complaint.
Customer Answer
Date: 09/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:08/04/2022
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.
From: ************************** <*************************>
Date: Fri, Aug 5, 2022 at 1:36 PM
Subject: Re: You have a New Message from BBB Serving ***** ****, Complaint #********
To: Better Business Bureau <************************************>

Thank you for your help. Here's an update on the smuckers case number is ********. They are currently denying a payment. Please help me in this matter. My dog ****** has gone through alot and hope this doesn't happen to any other dog. Thank you again . I look forward to hear from you.is is alot of money for us The dog should not have gotten so sick. This is.not alot to ask for from Smuckers Please help me get our money back We have them everything that was documented as they requested April until August is certainly a long time I appreciate you helping us to resolve the matter and get.bsck the money from the vet's emergency visit and labs and medicine needed. They have not been responsive.. Thank you. ***************************.
Business Response
Date: 08/09/2022
Please know we take all consumer complaints seriously and always act in good faith in attempting to reach a satisfactory resolution.

With regard to the case you have contacted us about, **************** originally called us on May 23, 2022, to share her concern. The documentation we requested to help us investigate this concern was not received until July 20, 2022 and did not include specific details that were necessary for us to complete our investigation (notably the packaging product code information or when the product had been purchased).

Additionally, in reviewing records that were provided, we noted that Mrs. ******* veterinarian indicated that a diagnosis was unknown,undetermined at time of visit. Increased liver enzymes, low platelet count due to possible ingestion of a toxin or foreign element. Our independent veterinarian examined all submitted documents and confirmed that the insects suggested to have been found within the product packaging are not toxic to dogs and would not cause harm if ingested.

While we did compensate ***************** for her product, we are unable to honor her request for reimbursement for Veterinary bills in the amount of $1,000.00 following our review of available documentation and reporting from an independent veterinarian.
Customer Answer
Date: 08/11/2022
[BBB Transcription via Email]

**********************
1:10 PM (23 minutes ago)
to me

I did and that is why I contacted you. I don't agree with their answers. The dog was very sick as I said and we sent proof to them about the milkbones and all the.vets reports. She remember had to be seen and emergency for her symptoms of throwing up not eating and.diaherra and lethargic . So do you see why the cost of all this was from the milkbones being the way they were. Please understand that the is alot of money for us. She is very important to my son who has a disability. I hope you can get our money back. It took them months because they kept " sending the report to the wrong area" That's what they said too and I can't believe their inadequacy. They are responsible for the dog getting sick. Smuckers is a large company and should stand by their products. They should care about the consumer and what happens when their products cause such a terrible sickness. I feel like they don't care about the consumer. This is not a lot of money for Smuckers but it's a hardship for a family. They are a large company who we used for years. Now they won't stand by their products. If the vet had to come to my house as and emergency that should be enough. The dog condition only got worse until the medicine began to take effect. Again I ask for your help and understanding. Please help me with this. It is important that other people don't experience this. Smuckers makes many products and should be liable for them. Thank you and please help me. This is horrible. It bothers my family that the dog went through this and evidence was sent to Smuckers.
Let them show how long it took to get back to me and all the evidence and paperwork sent. Thank you again. **************************;
Customer Answer
Date: 08/11/2022
I am rejecting this response because:

Did you get the email I sent to you about 1 hr ago explaining furthur information? The vet sent all his workup and the dog was very sick. This is all to be condidered because smuckers vet is working for their company.
Business Response
Date: 08/18/2022
As indicated in our previous response,we thoroughly investigated this matter and made the determination that we would be unable to honor *********** request for reimbursement for Veterinary bills in the amount of $900.00. This determination was based on our review of available documentation confirming our confidence in the quality of the product and reporting from an independent veterinarian concluding that the suggested issue would not have caused harm to the dog.

While we are confident in the steps we have taken and our decision, we empathize with **************** and are happy to hear that ****** has recovered. In reflection of this,we would like to extend an offer of $100 to her.
Customer Answer
Date: 08/23/2022
I am rejecting this response because:

The dog would have never got that sick if the milkbones were not contaminated. Again the dog had to have the vet come to the house on an emergency visit. I feel Smuckers have been putting me off because they don't wait to pay for the bill. The stress alone to my son who has a disability was overwhelming and continues. He still comes home upset and is watching her carefully. I feel that they should pay the whole bill. At this point I will settle for half the cost,I only think this is fair. Please continue to reply to smuckers for all this stress and long process. Smuckers is a big company and makes many products. This is not an unreasonable amount to ask for. I would settle for $500.00 dollars. Thank you.
Business Response
Date: 08/26/2022
As indicated in our previous response, this matter has been thoroughly investigated by an independent veterinarian who confirmed the suggested issue would not have caused harm to ***. ******* dog.
With that said, we certainly empathize with ***************** and the experience she and her family have had and, in light of that, have extended the offer of $100.00 as a gesture of our goodwill. This goodwill offer remains in place should **************** have interest.
Customer Answer
Date: 08/29/2022
I am rejecting this response because:

Our dog became very ill, and it would be appropriate to settle for $500, not $100.00. As stated before, this was an emergency visit by the vet the day after she had the tainted milk bones. The $500 amount is a fraction of what the total bill cost and would be better appreciated.
Initial Complaint
Date:08/01/2022
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.
Earlier this year we purchased a 2-pack of Creamy Jif Peanut Butter from our local Costco. Soon thereafter we discovered that there was a recall on this product. We went to the website published at the time to file a claim, to which we received confirmation of that claim being filed on 05-26-2022 (see attached screen capture titled "Recall Claim Confirmation 5-26-2022").

In that claim confirmation, this company is telling us in no uncertain terms that we will be mailed coupons to use in order to replace the bad products being recalled. It states this very clearly, in their own words.

On June 1, 2022 we received another email from this company telling us that "they are working hard on getting us our coupons", but they changed what they original stated to us IN WRITING (see the first mentioned screen capture again). This time they say they will mail us coupons with the next "few" weeks. (see attached screenshot titled "Changed what they first said 6-1-2022").

What is their meaning of "few"? Evidently it is not the same as mine.

It has been way more than the original promise of products being replaced within 6 weeks. And it sure has been way longer than a "few" weeks. This company took our money for a product months ago; a product that turned out to be unusable. And they lied to us about when the product would be replaced.

We want a full refund NOW. Not later, not next week, not in a few of anything. Give us the product we already paid for or give us a full refund.

We will be using Skippy in the future. This company obviously cannot be trusted with keeping their promises, even if they are in writing.
Business Response
Date: 08/04/2022
We
are committed to supporting consumers who have product impacted by the
voluntary recall we initiated on select Jif® products. Due to the volume of
reimbursement requests received the process is taking longer than it typically
would, however we are working diligently and collaborating with an external
partner to help us coordinate distribution as quickly as possible.

We are mailing today, four $7.00 coupons to
replace the Jif® Peanut Butter that was impacted by the recall. *** ******** should
receive these within the next 7 to 10 days.

We apologize for the delay in reimbursement
and thank *** ******** for his patience.
Initial Complaint
Date:08/01/2022
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.
Jiff sets up a refund site to take names and worry about stores only there messed up. I want my refund you had a chance to send Coupons but 9 weeks ago you said 6 **** The rude email you sent me was to much in this. Does a equity firm own you to?
Business Response
Date: 08/04/2022
We are committed to supporting consumers who have product impacted by the voluntary recall we initiated on select Jif products. Due to the volume of reimbursement requests received the process is taking longer than it typically would, however we are working diligently and collaborating with an external partner to help us coordinate distribution as quickly as possible.

Please know that we are *************,eight $7.00 coupons to replace *** ******* Jif Peanut Butter that was impacted by the recall. **************** should receive these within the next 7 to 10 days.

We apologize for the delay in reimbursement and thank **************** for his patience.

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The JM Smucker Company is NOT a BBB Accredited Business.