You think it was appropriate, I think it was was weird. I explained fully why I thought it was weird, but since you failed to understand I'll try again.
The poster was not asking chucky chickens about themselves. If she had wanted to ask them about themselves she could have phoned and said, "hi, tell me about yourselves..." She was asking OTHERs for their experiences. And she has still not posted since they PM'd her. Coincidence? Could be. Or did it make her so uncomfortable she left? Could be that, too. And they may have found her post quickly, but the fast response gave the impression of them hanging about waiting for people to mention them.
I think if a company is going to engage in a forum as this comany does by posting sales and talking about general chicken stuff, they should not respond to questions about customer satisfaction for several reasons:
1. They are not customers and therefore have no customer satisfaction to comment upon.
2. Forums are where people go to share their experiences and that should not be impeded.
3. The person did not contact them directly and they should respect that.
4. They ruined an opportunity: They should sit back and read what people have to say to learn what they are doing well or where they need to improve: it is like a free customer survey, and the feedback (if allowed to flow unhampered) can be used to improve and enhance business practices. (for example, the OP could not find information on their site: that means the site needed to be modified).
As I said, they were getting good reviews from actual customers. The only negative response was about the way they advertise and on the difficulty in finding information on their website, both of which actually provided a chance for them to improve those things with that knowledge.
If they had not jumped in, maybe they could have learned more areas in which they could improve. Companies actually pay other companies to gather customer feedback.
Amazon allows unimpeded customer comments. I always look at reviews before I buy a product from an online company because they do not have a local presence or reputation. In fact, this morning I elected not to buy a product because the reviews included many complaints about customer service. The only power we have as consumers is to share information so we can spend our money smartly.
So I stand by my assessment: it was freaky for the company to jump into a conversation of consumers.