From: Marks & Spencer

29th August 1990

Dear Mr Date,

Thank you for your recent letter with regard to our Fresh Cannelloni. I was sorry to read of the problem you recently experienced when proceeding to cook this product after you had chosen to freeze it. Please accept my apologies for the obvious concern and inconvenience this matter has caused you.

In the majority of cases the cooking instructions which we give on our products are to cook the product from the state in which it has been purchased. Therefore if a product is sold in one of our chilled cabinets then it is always best cooked from a chilled state, as opposed to being cooked from frozen.

We give recommendations for freezing on our packaging for our customers convenience, as we have many enquiries from customers who wish to know which of our goods are suitable for freezing. Along with this, wherever we recommend that a product is suitable for freezing we then always clearly indicate that the product must be thoroughly defrosted before use. As I am sure you can appreciate, on much of our packaging we are very limited for space. It is for this reason that when we have instructions for freezing they are always highlighted in a blue area to ensure that this is clear to our customers.

I am obviously sorry that this particular purchase has proved unsatisfactory with you and I would like to assure you that your comments with regard to this matter have been passed on to the selectors and technologists in our Recipe Dish Department. This is to ensure that they are fully aware of all customer comments received in this office and that these can be borne in mind when making future developments.

I also understand that you were dissatisfied with the fact that we advertise these dishes as "Italian Range" whilst the product is produced in the UK. I am sorry that you find this misleading but it is for this reason that we call the items Italian Range so that customers are aware that the products are produced to Italian recipes whilst still being manufactured here in the UK.

Once again, thank you for the time and trouble you have taken in writing to us with regard to these matters and I do hope that all future shopping trips made to our stores prove entirely satisfactory.

Yours sincerely


Customer Advisor
Food Customer Services