I wrote a complaint letter. Below is the response I got back. Maybe my complaint worked. No, more likely plummeting sales of their flagship items.
Thank you for taking time to contact us regarding our New Look products.
At Cadbury, we are committed to providing people with quality products they
enjoy and trust.
We have been making chocolate in Australia for over 100 years and during
this time we have constantly strived to make our chocolate better tasting
and at the same time ensure it remains affordable.
Over the years our recipe has evolved due to technological changes in the
production process, as well as changes in ingredient sources. Whilst these
changes have not been noticeable to most Australians, we have always tried
to be open about the reasons for the change and committed to ensuring the
best possible product for our consumers - this remains the case with the
new recipe Cadbury Dairy Milk in Australia.
It absolutely makes no sense whatsoever for us to impose a recipe that the
majority of Australians won’t enjoy eating. Of course, time will tell if
our new recipe will be accepted, however we genuinely believe we have
delivered a product that the majority of Australians prefer.
There are different types of vegetable fats and Cadbury Dairy Milk has
always contained vegetable fat – cocoa butter. Cocoa butter is one of the
major ingredients that has always been in our chocolate. Recently, we
introduced a small amount of different vegetable fat to our Cadbury Dairy
Milk recipe.
The primary reason for doing this is because our research has been
consistently telling us that the majority of Australian consumers believe
we could improve their enjoyment of our chocolate by making it slightly
softer to bite. Vegetable fat helps deliver this softness to our chocolate
whilst at the same time maintain its great taste. Many consumers have told
us they have noticed the chocolate is softer and they are pleased with
this.
The second reason we have introduced a different vegetable fat is to
maintain consumer value during times of skyrocketing costs of raw
commodities such as cocoa and sugar. Cocoa in particular has doubled in
price in two years. To manage this, we could either have allowed the price
of CDM to rise, thereby making it unaffordable for many Australians, or we
could keep costs down by introducing a very small amount of vegetable fat.
Our consumers made it very clear to us they didn’t want the price of our
blocks to increase, and we believe it is important our chocolate remains a
treat all Australians can enjoy.
Vegetable fat by nature does not influence the taste of chocolate. That is
why most chocolate on the market already includes a small percentage of
vegetable fat in it. The vegetable fat that we are using in our new recipe
Cadbury Dairy Milk is made up of natural ingredients (including Palm Oil)
with variable levels of saturated fats. However, it does not contain trans
fatty acids and there is no increase in the saturated fat content of the
chocolate as a result of vegetable fat’s inclusion.
One of the reasons some consumers may notice a taste difference is because
of the new wider yet thinner shape of the chocolate within our blocks. The
new shape is designed to more evenly spread the taste of chocolate
throughout the mouth. In contrast, the smaller squares from the former
block tended to concentrate the delivery of the chocolate to a smaller area
of the mouth. This change in shape and density can deliver a different
taste for some consumers, as independently verified by Otago University.
Cadbury is a responsible business and we care that our consumers continue
to enjoy our products. For that reason, the minor changes we did make have
been backed by extensive consumer research. We would never intend to
alienate or upset any of our consumers and we sincerely hope consumers will
try the product and continue to enjoy its great taste and quality.
Whilst we have made changes to Cadbury Dairy Milk, it’s important to
remember that we continue to produce our chocolate to extremely high
quality standards and the glass and a half of full cream dairy milk in
every block remains.
Once again thank you for your feedback, if you have any further enquiries
please call us on 1800 250 260 during business hours.
Yours sincerely
CADBURY PTY LTD