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Ant found in product - customer complaint to FDA


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crystalQC

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Posted 27 September 2021 - 03:58 PM

Hello all ! 

 

Happy Monday :coffee:  .... we have received a customer complaint stating she found an ant inside her lollipop (that we distribute). We handled it with her (refund usually) and followed back with our manufacturer. 

 

She had also said she reported it to the FDA ...

my question is, we've never received a customer complaint that also decided to alert FDA. 

Can anyone with this sort of experience share what to expect ? 

 

Thank you in Advance



olenazh

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Posted 27 September 2021 - 04:03 PM

Hey CristalQC, I like you emoji, quite refreshing on Monday, eh? I'm from Canada - so, no experience dealing with FDA. However, I would request a sample of foreign matter (leftover of that lollipop with an ant). Second, you shouldn't worry as it not your headache, but the manufacturer's as they've produced that product. Third, wait patiently for a call from FDA (if any) and answer their questions. Not much to worry...



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TimG

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Posted 27 September 2021 - 04:13 PM

Good morning Crystal,

As olenazh mentioned, you are going to want to cover your bases and compile your documentation (how you handled the complaint and if you escalated to the manufacturer, if you received some of the sample, etc.) and sit on it. You might also want to review PCO reports a month prior and after to the date that product arrived at your facility, and make copies of that for your file.

You probably won't get a call from the FDA, they would typically go right to the manufacturer if they follow up on it. 

That being said, you would definitely want to make sure the manufacturer knows the FDA was alerted, because they will want to get their P's and Q's in order as well.



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MDaleDDF

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Posted 27 September 2021 - 04:38 PM

Agree with everything stated, but I second that you most likely won't hear from the FDA.  If the ant was suspended in the candy or something, maybe, but inside the wrapper?   Seems a little difficult to prove for sure.   Maybe he likes suckers and crawled in there?   Who knows.

I had a disgruntled guy call the FDA on me once.  Never heard a peep from them, and I think they could tell he was angry with our company and trying to 'get even' by reporting things that were in no way true.



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crystalQC

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Posted 27 September 2021 - 04:48 PM

Thanks everyone! I'm really glad I can get support and help from you guys, it makes QA life a bit easier. 

 

@MDaleDDF, yeah, this one was a bit strange as she claimed it was inside the wrapper, but we never got photos of it inside the wrapper, only with the wrapper being tossed to the side and a single ant laid on the pop. Also, it could have been at the retail level, or who else knows ... Glad to hear your case was recognized as weirdo customer syndrome and not anything actually wrong with your products! Some customers are just strange and need to find someone to pick on for the day I suppose.  :rolleyes:



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MDaleDDF

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Posted 27 September 2021 - 05:00 PM

I'd go even further, and I doubt she even called the FDA.....  She just wanted to rattle your cage.   She thinks she scared you.



TimG

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Posted 27 September 2021 - 07:34 PM

I'd go even further, and I doubt she even called the FDA.....  She just wanted to rattle your cage.   She thinks she scared you.

 

Yeah, I was going to say this as well. That was most likely her "GIB ME FREEEE" threat. 

She sent a picture of a single ant sitting on top of a sucker? Because ants are known for hanging out and eating solo? Doubtful..

But, use it as an opportunity to check into your PCO and make sure they're doing what they are getting paid to do. At least that way you get some benefit from it.



Fishlady

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Posted 30 September 2021 - 07:31 PM

If FDA does follow up, they will most likely state the problem and ask what you have done about it. If you can show that you are taking action, they will most likely be satisfied with that and report such back to the customer. However, if you or the manufacturer had previous issues with pests or if FDA suddenly receives other complaints about ants in lollipops, then you will have more to worry about...



KPPIERSON

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Posted 01 October 2021 - 11:06 PM

Hi!  Recently had a similar situation.  We had a product that a customer had complained about nearly four years ago for having bugs in it. It was over the expiration date at time of the complaint and had likely sat in their pantry and gotten buggy.  Fast forward to a routine FDA visit just this year.  Low and behold out comes that complaint.  The officer asked to see the complaint investigation and any actions.  We were buttoned up very well with the documentation, the officer looked it over, said thank you, and marked a check box on the complaint form he had.

 

I agree a one time complaint will not cause any immediate action. However, do not be surprised if you see it pop up on a routine visit in years to come.  






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