In a “previous life”, I worked at Carr’s of Carlisle. I remember one day there was a terrible “rumpus”. A customer had found a piece of metal in one of his biscuits. The management wrote to the customer and asked him to send the biscuit back, but try as they might, the customer would not.
In desparation they invited him up to Carlisle, paid his train fare, took him out to lunch and gave him a tour of the factory to demonstrate what a safe environment the biscuits were made under.
At the end of the day, they asked him for the biscuit, which the customer duly gave them. When they turned the biscuit over, it had another manufacture’s name, other than “Carr’s”, impressed upon it.