I sent an email communication to the President of Melitta Coffee and asked him to explain why Walmart was charging the same amount of money for a 1.5 oz. smaller can.
I published the slideshow last evening and if you missed it – you can see it here.
When I returned home from work this afternoon, one of my over 200 emails was from President.CEO@melitta.com.
This was the text of the email:
Dear Ms. Starkey:
Thank you for contacting me. I had hoped that we could talk on the phone rather than having to write a lengthy email explaining our test in Walmart, before you published your comments on your website. I can be reached directly at the number below, if you wouldn’t mind calling me or I can call you directly.
Martin Miller, President & CEO, Executive Office, Melitta USA, Inc., 13925 58th Street North, Clearwater, Fl. 33760 USA
I proceeded to call the number fully expecting to have to jump through hoops to be able to speak with the President and CEO but to my amazement, he answered the phone! Mr. Miller stayed on the telephone with me for almost 30 minutes explaining the “test” of the new Melitta can in the Walmart Stores.
In fairness to Walmart, I will tell you some insider information that Mr. Miller shared with me. Walmart is offering Melitta at the lowest everyday price anywhere in the country and they were due for a price increase. At about the same time, Melitta was testing a newly designed, smaller can and Walmart agreed to be a test market for the cans. Hence, it appeared to the consumers like myself that we were paying the same price for a smaller can.
Mr. Miller went on to say that before I blasted Walmart for the misunderstanding I should be aware of a few things:
1) Walmart will not accept a price increase that has to be passed along to the customer UNLESS the company can explain why the price has to be increased. In other words, not just passing the buck.
2) Walmart wants to be the low price on everything yet they want to stay as green as possible, smaller cans mean easier storage, smaller cartons, etc.
I have decided that not just because I love Melitta coffee but because Marty Miller, CEO and President took ½ hour of his precious time to sit on the phone, listen to my concerns, ask my opinion on how Melitta could have handled the misunderstanding a little better, etc.
I WILL BE A MELITTA CUSTOMER FOR LIFE NOW!
Or, at least as long as Marty is still answering his own phone. He mentioned that he answers his own emails, too. I believe him.