How would you interpret this email? <bangs head on wall>

[CasaBevron]

DS has allergies to cashew nuts and egg. I am trying to take the line that if packaging displays no 'contains' (obviously) and no 'may contain' warning that I can give him that food safely. Dd was eating a bag of mini Maryland cookies at the weekend, and I assumed that they would be a 'may contain' food so I didn't even look at the packaging tbh. However, when I looked, there was no such warning.

Just to back this info up, I emailed Burtons foods to ask about their 'may contain' policy, as I am certain that they make other products with nuts in. Also, their website has a search option where you can search for suitable products according to allergen - the only allergens available to search are milk and wheat/gluten. It was just a quick enquiry, stating that ds is nut allergic and could they confirm that where there was a possibility of cross-contamination during manufacture would that be displayed on their packaging?

This is the reply I received:

Dear CasaBevron

Thank you for taking the time to email us.

Some of products may contain nuts so please refer to the information on the product packaging for future reference.

Thank you again for contacting and have a lovely day!

Well, that's clear as mud then

So, I sent a further email again asking for their policy on 'may contain' and please actually read the question instead of dashing off a standard reply without even properly looking at it and got this one:

Dear CasaBevron

I can advise where our products may contain allergens it will be displayed on the allergen info and/or in the ingredients information. Although we take all reasonable precautions inline with the most recent legislation and advise, as nuts are present in the factory there may be a possibility of cross contamination.

Thank you again for your email and have a lovely day!

Is it just me, or is the first sentence here contradicted by the second? Is she saying that they will always list where there might be possible cross-contamination, or is she saying that there is always a risk of it as 'nuts are present in the factory'? She just doesn't seem to understand me - if a product may contain allergens it would not be displayed in the ingredients information!! Or am I just overcomplicating things? I just can't bring myself to reply again and ask her to clarify - I don't think my blood pressure can take it!

Feel free to tell me to be more productive with my time but I would love for ds to have as wide a range of food as possible, including treats. With there being no law governing 'may contain' I always like to check with the manufacturers where possible...

i just checked my maryland packet and it clearly states traces of nuts.

are you sure you did not over look this and that is what the email is saying with out being overly direct.

Thanks. Yes I'm absolutely certain I didn't overlook it - I am used to reading packets with forensic detail! Are you looking at a packet of regular sized biscuits or minis?

It may be because the minis are made on a different production line that does not process nut-containing biscuits. I just wish she could have written something along those lines to make it clear. As it is I'm none the wiser! I know I could go to the webiste and look at the allergy information for every individual product, but it would be nice to know that I could just go and get something off the shelf when we are out and trust the info that is (or is not iyswim?) displayed on the packet.

I suppose that if some of their products do have a 'may contain' warning, then those without must be 'safe' as far as possible.

sorry i missed you had said mini in your op. it does sound a bit contradictory but I supose even if they are not made on the same production line but in the same factory they could not 1005 guarentee but i su[ose that is probably just a hard line statement for litigation reasons. so I would assume if no warning there is very little if any possibilty of product containg any nuts or eggs.

100% even

I may well do that BB, thanks. It's just so frustrating that it seems impossible to get a straight answer out of anyone!

I sympathise with you, Casa. Large food manufacturers should take responsibility for their products, give clear answers, and ensure there is no cross-contamination. I loathe the weasel-words of 'can't guarantee' etc. Absolutely no help to those of us who need black and white answers (I have coeliac children).

lol at 'have a lovely day',

Yep, no matter that I didn't actually read your emails dear customer, and don't worry that the replies I sent you make no sense at all. Just have a lovely day!!!

Don't even start me on the wisdom of having someone who can't spell or form a complete sentence as your customer service representative...