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Official Message: Rare Issue with Cookies Overseas


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We have received information that some of our overseas communities are experiencing a quality issue with Do-si-dos. Please use this information as reference in how to address this issue within your community. Additionally, we have contacted Little Brownie Bakers in order to receive guidance and help figure out solutions. From the information we have read, we see that there are really three main concerns:

  • What is USAGSO’s official message about the issue;
  • How to handle quality issues with cookies;
  • And, how to address displeased (potentially harassing) customers?

USAGSO’s Official Message:

USA Girl Scouts Overseas is aware that there have been a small number of reported cases of quality issues with the Do-si-dos cookie in some of our overseas communities. This is an extremely rare occurrence and is something that concerns us very much. The quality of the product is important to Girl Scouts and customer satisfaction in the purchase of Girl Scout Cookies is an important part of the Girl Scout experience for our girl members. Cookies support their program and activities and is eagerly anticipated by our girls and our customers. In order to better understand the extent of the issue and address it correctly, we request customers to take the following actions:

If a customer has received a defective box of cookies, please send an email to overseascustomercare@girlscouts.org.

Within the email please include the following:

a. Attach pictures of defective cookies, if available

b. Provide a picture of the batch code- this code is printed in white ink on the flap of the box is what the baker uses to track packaging.  This code provides specific information about when cookies were prepared, down to the date and shift made.  It allows the baker to pull retention samples from product baked at the same time as your product.  This also allows the baker to do product comparisons and product tests if needed.  (Required)

c. Indicate how many boxes are affected

With this information, we will be able to determine if the quality issue is just a couple boxes or if it is an entire case (or batch) of cookies. We are in contact with Little Brownie Baker for assistance and are ready to take immediate action as soon as we have the information requested above. Our communities are welcome to offer the customer an alternative flavor of cookie in exchange for the boxes that are defective. If the customer does not wish to receive another flavor of cookie, you may offer them a refund**.

We will keep you informed as we receive additional information from the baker and take further action. In the meantime, we hope this gives you some initial guidance in order to better address the issue.  

** If a refund is given, please be sure to report it in the eBudde as “damaged quality control” so these are deducted from your cookie cost total.

Quality Issues with Cookies:

We need your assistance to address the quality issues with the Do-si-dos cookie in order to provide complete information to the baker and determine the proper course of action. If you find that a customer has received a defective box of cookies, please send an email to overseascustomercare@girlscouts.org.

Within the email please include the following:

a. Attach pictures of defective cookies, if available

b. Provide a picture of the batch code- this code is printed in white ink on the flap of the box is what the baker uses to track packaging.  This code provides specific information about when cookies were prepared, down to the date and shift made.  It allows the baker to pull retention samples from product baked at the same time as your product.  This also allows the baker to do product comparisons and product tests if needed.  (Required)

c. Indicate how many boxes are affected

Please offer the customer an alternative flavor of cookie in exchange for the boxes that are defective. If the customer does not wish to receive another flavor of cookie, you may offer them a refund. If a refund is given, please be sure to report it in the eBudde as “damaged quality control” so these are deducted from your cookie cost total.

Please note, we are not able to address individual complaints of cookies without the batch code—it helps us, with the bakers, better determine how to address the quality issue. Please send the batch code as soon as possible. Please continue to sell Do-si-dos. If possible, please sell them from different cases with different batch codes, until we are better able to determine the magnitude of this issue.

Difficult (potentially harassing) Customers:

If you are on a social media platform and see a post about this issue, please reply by using the instructions provided above and modify it to explain the situation is being looked into by both the baker and USA Girl Scouts Overseas. This is a rare occurrence and we are trying to understand the extent of the issue. By the customer following the instructions, it allows us to better determine the extent of the quality issue, develop next steps, and better address the issue so this does not happen in the future.

We recommend that you add to the message that while this is a rare occurrence, we are truly sorry that they have been impacted by it. We ask that they please continue to support their local Girl Scouts with kindness while the issue is being looked into by USAGSO and the baker. No volunteer or girl should ever feel threatened or harassed by customers at any time. If this happens, please advise the adult volunteers to call the military or local police immediately. Additionally, feel free to share that when adults speak badly about Girl Scouts, even on social media, it mainly impacts the girls. We kindly request that you consider this impact before writing something negative in public.

If responding in this way does not stop the harassing messages, and a customer, in person or via social media, continues to comment negatively, please direct them to USAGSO at overseascustomercare@girlscouts.org or 1-800-467-0070.