Here are a number at issues at work. First of all it is a breach of contract. The supplier (Aldi) was supposed to deliver a box of chocolte covered cookies. They didn't come through with the condition of the merchandise in question. Therefore we have here a clear case of breach of contract on the side of the supplier. Due to that fact we have here case of compensation of damages. Repleacing the box of cookies through the supplier is not PR action or the attempt of the supplier to show what for a nice company they are. They're required by law to do so. This is always a 2-step process. First the supplier has remove the flaw. In the cas of the box of cookies this means they have to replace the box. Only if the should no longer be applicable or to complicated for one of the 2 parties involved, than it would be legal to offer financial compensation instead.
The other thing I find a little troubeling is the reaction of the supplier on FB. Yes it might sound funny to a lot of people, but considering the legal ramifications I don't think it is funny at all. First of all I miss the real sincerity on the suppliers side to appologize for the breach of contract. Secondly they chose a terrible way to do that. Not only din't they acknowledge their breach of contract in a serious enough matter, but they pretty much made fun of their customer. That could easily be construed as an attempt to attack the customers personal inegrity. And that is just inviting a law suit. If I it were my responsibility I would have fired the guy who wrote the FB response right away. I would have appologizred publically to the customer for the breach of contract, explained on how I intend to rectify the flaw at hand and to proof that I'm really serious I would him offered 5 bucks off his next purchase.
But the stunt Aldi pulled here is most questionalbe business practice. But it does show how little average Joe and even companies know actually know about the legal requirements when it comes to breaches of contract.
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