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Shari’s Berries, Part 2 | Brand Experience Project

by Jamie Sanford on March 6, 2014

Click here for all posts in the Brand Experience Project.

Here is part 1 of my Brand Experience project looking at my Shari’s Berries experience.

After writing part 1 of this series, I sent the link via Twitter to Shari’s Berries. I have done this with every brand I’ve written about, just to give them a heads up. Here’s the tweet exchange that followed.

After this ended, I started getting direct messages from SB instead of public tweets. I was apologized to for the issue, and offered replacement berries. Obviously, I was not going to say no! (read from the bottom up)

I received new berries on Saturday, as promised. Thanks to Will for the photos.

I guess it is standard practice to have this ice pack flying around in the box.

These berries were in much better shape when we opened the box. There’s a bit of strawberry juice there, but these were sitting on my doorstep for at least 2 hours before I got home, so that’s forgivable.

You’ll note that this is another case of the berries not looking exactly as promised. Here’s the product page for these champagne strawberries. There were no green tops, and no red sticking out to see. I discussed this with a colleague and she suggested that the strawberries might have a slightly better shelf life when totally encased on chocolate. I don’t know if that is true, but it is certainly a possibility.

Bottom line—although this process isn’t perfect, the strawberries are freaking delicious. These were devoured in my house. I read a bunch of product reviews on the site, and while there are mentions of the strawberries not looking like the product photo, those are few and far between as the page is full of people who are just gushing over the deliciousness.

The Shari’s Berries team got back to me super quickly and immediately sought to reconcile my issue with more berries. I’m impressed that they seem to be fully embracing the message on the product page that reads “your complete satisfaction is guaranteed.” It was a lovely experience, and I would order from them again. My issues were not really resolved, and I would love to chat with someone from Shari’s Berries on the issue, but the team’s response certainly made sure I was a happy customer at the end of the day.

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Shari’s Berries | Brand Experience Project

by Jamie Sanford on February 13, 2014

Click here for all posts in the Brand Experience Project.

I purchased a Shari’s Berries voucher from LivingSocial late last year and had not used it yet, so last week, I decided to use it on myself. I will work on a longer post about the shopping experience later, but today I wanted to focus on the packaging and presentation of my berries.

The total for my 12 strawberries was $44.97, which included shipping.

The box is large for what is inside, but that makes more sense when you see the inside.

I am really into the box branding.

Here’s another side of the box.

This side is my favorite. I do have an issue with the social callouts though – I like the hashtag, that’s fun, but there’s no indication of the username for all of the social channels, which is less helpful. Sure, I will assume its sharisberries, but I think adding that would make it that much easier for someone to tag the brand in an Instagram post or tweet.

You find out quickly that they aren’t kidding about the packing on their product.

The next layer is a piece of cardboard with an ice pack on top. This is where the later trouble comes in, I think.

However, I have to give props for the branded ice pack. I think Shari’s Berries probably benefits from shipping what I assume is only a few sizes of berry boxes, so they are able to invest in heavily branded packaging.

Under the box are some messages from the brand family, and berry instructions.

The actual berry box is lovely, with an elastic band to keep everything closed.

Not pictured is the wrapped foam layer that lies on top of the berries in the box. However, even with that, you can see that I received berries that had obviously been through some stress. The box insert was bent in the center (you can see the crease), and some of the berries were a bit overturned. In addition, there were nuts and mini chocolate chips scattered throughout the box (although that seems like it would be almost impossible to avoid, so that gets a pass).

I will say though, that they do not look like these from the Shari’s Berries homepage:

I am not one to complain about there being too much chocolate, but I have to point out that there’s a definite difference between the presentation on the website and what I received.

In terms of the issues with my box, I’m not sure what happened there. It is obvious that Shari’s Berries has put thought and money into their packaging, but my box was a bit jacked.

There was a lot of open space in the ice pack portion of the box, I wonder if that heavy ice pack was flying around in transit? They did come all the way across the country.

The Shari’s Berries did completely deliver for me on taste, but I would be slightly concerned about using their service for a gift, because I was not super impressed with the state of my berries when they arrived.

Have you ordered from Shari’s Berries? What was your experience? Please share in the comments.

UPDATE: Shari’s Berries responded to this first post, and part 2 of this brand experience project can be found here.

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