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Business Profile

Frozen Dessert Dealers

Hershey Creamery Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Frozen Dessert Dealers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

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Complaint type

  • Initial Complaint

    Date:12/12/2022

    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.
    Their butterfat percentage claims are false. They should not qualify as real ice cream. I have been selling their product for 15 years and my last 2 salesman and the branch managers advised me to swtich to other companies because of Hershey Creamery Company's false advertisement. I thought the information was simply from bitter employees that quit but paid my own money to a 3rd party to test and they were not 10%. I have since reached out to other local businesses to do the same and we all had the same result. We have filed with the usda/fda with our results and we are all now waiting on further updates.

    Business Response

    Date: 01/04/2023

    Hello *******,
         I am writing to confirm that Hersheys Ice Cream has received the notification of the complaint from ************************* of Hollendale, NJ.  

         In the complaint, ****************, claims that we are not adding sufficient bufferfat into our products.  He explains that he paid to have a 3rd Party test the butterfat in our ice cream.  We would be interested in reviewing the results of the 3rd party testing.  This would allow us to see the flavor that was tested (this could affect the final results), the method and instrumentation used to determine the butterfat.

         Hershey Creamery Company conducts routine testing on all pasteurized mixes prior to the freezing process.  The sample is tested to confirm the Butterfat and Total Solids present in each lot.  This ensures that our ice cream mix meets the Standard Identity for Ice Cream prior to being flavored and having inclusions added.  The addition of inclusions and flavors have a direct affect on the butterfat in the finished product. These ingredients are able to increase or dilute the final butterfat amounts.

         We are willing to share the results of both the mix testing and finished product testing with the USDA/FDA involved in this investigation to remove any doubt that we are not providing the products that we guarantee. We have attempted to contact **************** directly through the contact information provided. However, the phone number provided is not real and the address cannot be authenticated as NJ  does not have a ***** zip code designation.  We would consider this matter closed in regard to the BBB and will follow up with the regulatory agency directly when required.   

    Thank you,

    *******************
    Regulatory and Nutritional Compliance Specialist

    Hershey Creamery Co.
    301 ********************************************************, ** 17101

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