Returning Faulty Food Items

M

mo3art

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Quick Question:
If I purchase a food item from a store with a "consume before" date well in advance, for example 30 days from the date of purchase. I then open the food item with 15 days left in the term of consumption and discover mould growing on the food item.

Do I return the food item to the manufacturer or the store? I don't have my receipt left as it has been shredded but the item was bought using a Lazer card so I have a record of the transaction.

Does this make sense? I would have thought that it wouldn't be best practice to submit food items with mould growing on them via the postal system.

Thanks in advance.
 
Yeh ive been irritated on a few occasions recently about some foodstuffs particularly dairy products-mouldy cheese-dodgy coleslaw etc that is still within their use by date.I dont keep these receipts and brought back two items recently and they were changed without question.Just be firm without being stroppy.
I may now start to keep receipts for a while longer however
 
I've returned food items to my local supermarket and there was never a problem even when I didn't have a receipt. Just make sure you speak to a manager/assistant manager as the cashier more than likely won't have the authority to give you a refund. Best of luck.
 
That's great thank you very much. I'm off to my local foodstore now to return said item with a strong complaint. Now the weather has changed for the better :) I've begun think that stores don't pay enough attention to the correct storage places for the food items. We also purchased a carton of milk yesterday from a local service station as we were stuck. It was placed in our fridge within 10 mins of the purchase but it is undrinkable, despite the expiration date of 12th June next. While a certain amount of "caveat emptor" should prevail it's an indication of poor stock management in my opinion.
Ah well, that's a discussion for another thread!!!!
 
I generally find a call to the manufacturer/distributor telling them that you still have the item if they wish to send someone for it generally has a much better result in terms of getting a few extra freebees from them. One recent example was a sour ice cream. It cost about 70 cent but I got a €6 postal order in the post from the distributor.
 
Well I wasn't thinking so much in terms of freebies but expressing my dissatisfaction and getting my complaint listened to! The manufacturer of the item is to contact me tomorrow or Wednesday to discuss my concerns, I'm happy with that.
 
Hi Mo3art

What did the retailer - the entity which which you made the contract - have to say?

Marion
 
You often see purchases left at the check in by customers who either change their mind at the checkout or forget to put it on the moving ramp.
I often wonder how often these items are immediately returned to the shelves. You also see items discarded around the shop by customers who change their mind on their purchase but will not return the item to it's proper shelf. Maybe you got one of these items?
 
Bought a fruit drink on sunday in a local shop, felt sick after consuming it, looked at the label and it was 2 weeks past its best before date... Went into the shop the next day and complained to the manager who compensated me with some free beer!!
 
A mate of mine used to work for a certain food company,that delivered to all the different types of retailers.Supermarkets employ storemen who start at 6am and take the deliveries of fresh food in,early in the morning.
The small convenience stores don't,where do you think the food does be sitting from 6am to 9 am ?
 
There is a certain supermarket in my area who have a very poor stock control system, where items within 1 day of the BB date are for sale at full price. Most other stores will discount food that is almost beyond its date. One has to be exteremely careful when purchasing food from this supermarket.
 
Hi Marion,
The retailer informed me that the manufacturer employed merchandising staff to stock the shelves and their agreement was that the responsibility of the store was only to check the sell by dates. As the product was still well within the range of recommended consumer date, the retailer would be passing it onto the manufacturer. I think they were stunned that I was prepared to make a complaint to be honest and simply offered to switch the item in question.
I still haven't heard from the manufacturer and will be calling them this afternoon to confirm that they have received my complaint and will be acting on it.
 
I hate gone off food or drink. I dont consider myself a moan really but any time Ive had a problem with food Ive gone straight back to the shop and explained to customer service.
Twice receiving hampers from the Manufacturers (once was the shops fault in my opinion, the manufacturer thought so too but still hand delivered a hamper) and every other time getting an exchange of product.
 
Hi Mo3art

The retailer informed me that the manufacturer employed merchandising staff to stock the shelves and their agreement was that the responsibility of the store was only to check the sell by dates.
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The store's agreement with the manufacturer is of no relevance to you or to a consumer in general.

Your contract is with the store/retailer. It is up to them to rectify any problem with a product purchased.

You are entitled to a replacement or refund from the retailers if the manufacturer fails to contact you again.

I think they were stunned that I was prepared to make a complaint to be honest and simply offered to switch the item in question.
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They acted correctly in offering you another product.

There is no harm in allerting the manufacturer - they may have something to say (to the retailer) about how their product is "sold" in the store. I have also noticed a number of food products left on incorrect shelves by lazy shoppers. But, at the end of the day, it is up to the store to be vigilant on these matters and to have procedures in place to deal with them.

As a goodwill gesture, you may receive something from the manufacuter as a gift. Let us know the outcome.

You are entitled to a replacement product or a refund from the retailer regardless of your dealings with the manufacturer.

Marion
 
Thanks Marion,

I wholeheartedly agree it's down to the store and not the manufacturer, however I contacted both as it was unclear where in the supply chain the error occurred. The reason why I commented on them offering to simply replace the item was that when i was trying to explain why I was so annoyed the manager said "what's your problem, you can just take another one". Like I said they were amazed I was prepared to complain about the state of the food item - justifiably so mind you as it was practically walking out the door on it's own legs! Perhaps it was the manner of the customer service which stunned me.

Anyhow, both the manufacturer and the store have contacted me today to apologise and state that they will be following up on my complaint. They have also stated that they will be forwarding me vouchers but to be honest I'm not waiting on them. I will be far happier to hear that it's a one-off occurance and I won't have to open a food package from this store or manufacturer in such a state again. :)
 
Hi Mo3art

I will be far happier to hear that it's a one-off occurance and I won't have to open a food package from this store or manufacturer in such a state again
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Your intent is good! It is irrelevant where in the supply chain the error occured. Your contract is with the retailer.

We should not let the retailer off the hook! They are responsilbe for ensuring that goods that they sell are merchantable and fit for purpose. We rely on them to do this.

Follow this through. You will be doing a service for all consumers.

Marion
 
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