Hy-Vee

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I received the letter that clarified that the customer said that complaint took place at our store and that he was told some incorrect information over the phone by an employee. We went through and talked with all of our Meat employees and also our managers at the time of receiving the initial letter in November to try and investigate what might have happened. We did not approach it as if anyone was going to get in any trouble or mention the letter and we were quizzing employees about the promotion and the questions they might be asked and everyone we talked to knew that the promotion was specifically for a free Honeysuckle White turkey with the purchase of a Hormel Cure ham, so I am not sure where or how the fresh options were presented. The only way that the promotion works through our register system is if those specific items are scanned in the same order. We do not have a fresh Honeysuckle White turkey available for sale and the item pictured in the ad is of the frozen Honeysuckle White turkey. We have run this exact same promotion for the last Novembers and have not had any similar complaints or problems with it, but I have passed along the feedback on the print ad to our corporate advertising committee The customer also mentioned that they spoke to the store manager and that “he could have cared less”I am the store director here and was not the person he spoke toI also checked with our Manager Store Operations, Manager Perishables, and Manager General Merchandise who all act on my behalf when I am not in the store and they did not know about the situation. We also have a Customer Service Manager and Assistant Managers who may have fielded the call and also our Meat Manager and they were unaware. We do have one manager that is not here due to moving away from the area and we have not been able to verify with that person. This is the first time that I have had to write a response like this in years and so we take it very seriouslyHy-Vee is an year old private, employee owned company that prides itself on our customer service and integrity and we regret any inconvenience that we may have caused this customer either due to the print ad or over the phonePlease let me know if you need anything else
Sincerely,
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Store Director
Madison East Hy-Vee