I received an email this morning from Amazon indicating there was an issue with a recent order and to reach out to KIND Bars directly. I receive this email a dozen times as I keep these bars on hand at the house for a quick breakfast:
I forwarded the email to Kind and asked for clarification. No receipt that they received my email or response 3 hours later. Naturally, I went to Twitter where all of the news happens and I see Kind tweeting this:
Nothing about the recall other than asking people to follow them so they can DM them privately. Here are the replies:
and on Facebook, no post at all except a lot of visitor posts asking for clarification without a single response from KIND:
Luckily, someone took a screenshot of the KIND DM: via https://twitter.com/rebeccadiann
Kind has a legitimate allergen concern with their products and Amazon did the right thing to inform customers of this. KIND’s response is to tell everyone 1 at a time privately about this issue instead of making a post to their social media accounts.
This is quite possibly one of the crappiest modern examples of social media failures I’ve seen. One customer is on a current tirade about having a kid in the hospital and KIND is still replying to her asking her to follow so they can DM them. Wow.