In response to a customer complaint about discovering a centipede in an ice cream tub, Amul has requested the return of the product for a detailed investigation. The incident was reported by a woman in Noida, who purchased the ice cream through a delivery app. Following her post on social media platform X, Amul expressed regret over the incident and made efforts to address the situation immediately.
On X, Amul wrote “issued in public interest” wherein it offers to lend all help to the customer in question. Amul wrote “ This has reference to a social media post released by Mrs. Deepa Devi from Noida at around 2.30 PM on 15/06/2024 regarding Amul Ice Cream which had a foreign matter on the lid of the ice cream tub. The complaint was responded immediately by Amul on social media, and we received the contact number of the customer at 3:43 PM.
The customer is CEO and co-founder of Ujjwal Unnati foundation as per her profile in the social media with more than 26,000 followers on Facebook. We deeply regret the inconvenience caused to her because of this incident.
The Amul team was trying to contact the customer continuously and was allowed to meet after 9:30 PM on the same day, despite numerous interviews given by the customer to the media in the same period.
During the interaction, the customer was informed and assured about Amul’s state of the art ISO certified plants which are automated and pass through numerous stringent quality checks before offering any product for sale to the esteemed customers. We also invited the customer to visit our plant to assure them about the quality processes being followed at the manufacturing plants.
During our meeting with the customer, we had requested the customer to provide the said ice cream tub for investigation, unfortunately the customer refused to hand over the same. Unless the complaint pack is retrieved from the customer it would be difficult for us to investigate the matter and hence comment specifically on the issue which involves pack and supply chain integrity as well.
We request our esteemed customers to be assured of the superior quality of Amul Ice Cream. Amul is among India’s most trusted brands, owned by 36 lakh farmers and we market 22 billion packs of Amul products annually across 50+ countries with the highest quality and food safety standards from 100+ dairies across India. We would like to assure you that we take the utmost care to ensure our products are safe, healthy and nutritious to serve our customers daily.
Once we receive the complaint pack from the customer, we shall investigate the matter from all angles and again get back to our customers with the findings.”