Strauss Promises Replacement for Crunch Chocolate Mishap After Four-Month Delay

A consumer named Zohar says she has been waiting for four months for compensation after buying Elite Para Crunch chocolate that was missing its biscuit filling. She posted the complaint in the Facebook group "How It Really Looks" and said Strauss initially promised a replacement, then kept telling her to wait or claiming it had already been sent.

According to the article, the issue is not just the defective bar, but Strauss’s slow compensation process. In messages shown to the publication, a customer service representative said the replacement was sent by mail and could take "a month and a half, two months." Zohar said that response felt dismissive, especially after she was told in April, "There was a war, be patient," even though she first contacted the company in early February and the war had already ended by the time she followed up.

The post drew more than 500 comments, and many readers said they had experienced similar delays with Strauss products such as Kif-Kef without a wafer, Milky without cream, or other defective items. Several said they waited months for compensation, some being told again and again that the voucher had been mailed, while others complained that Strauss still relies on physical mail instead of digital vouchers by text or email. One commenter noted that other companies, including Layman’s Shlishel, handled complaints much faster.

After ynet contacted Strauss, the company reached out to Zohar and told her it would send a gift package to her home. Strauss said the voucher had been sent on time, that postal delivery is outside its control, and that the matter had been resolved to the customer’s satisfaction. The company also said this was an isolated complaint among thousands of products manufactured each day.