I work for a small company mainly repacking seeds, nuts, dried fruit, grains and we also have a few of our own blended products.
The company is FSSC 222000 certified, has a contracted pest control company and we have our own internal pest control policies and procedures.
We keep on getting customer complaints of customers finding webs and worms in our products. On an average i would say we receive 3 customer complaints of this nature per month out of 140 different lines we pack. My frustration is that i sometimes struggle to get to the root cause of such complaints because when i receive the complaints we always don't have the batch in stock to check if there is any activity and we do not keep retention samples because of space constraints.
I receive most of the complaint packs back from customers and i would find that they indeed contain the webs and worms. When i contact our suppliers the suppliers always give a brief response saying the contamination did not happen at their premises because they have checked their retention samples.
anyone has better experience on how i would handle such complaints.