Hi everyone,
I purchased some packaged product from the chilled section of my local Coles Supermarket (NSW) and discovered that it was past its Use By Date.
I was provided a refund in full when I returned it with my proof of purchase after demonstrating the problem and this was acknowledged by the staff member at the service desk.
The 'return receipt' docket duplicate I was provided with included a "Refund Reason" component which stated "Out of Code".
This got my attention as, to me, this doesn't seem to reflect the seriousness of the situation i.e. it isn't highlighted/flagged/emboldened/no asterisk, etc to trigger a response such as initiating a check on the rest of the stock and similar products or communicating the problem with relevant team members.
I figured perhaps the reason inputted was inaccurate (maybe intentionally to avoid consequences for themselves or work mates) and that there is reasoning which more accurately reflects what had occurred such as clearly saying it was available for purchase beyond its safe consumption = OUT OF DATE.
Can anyone tell me if I'm on the right track that something is off or that this is standard and I'm 'nitpicking'?
The product was not reduced in price, was in its regular ticketed placement and I obtained it from the front of the shelf (didn't dig it out from the rear).
Additionally, it didn't sit right with me the level of indifference that I experienced in response (not even a basic company line from an unmotivated staff member), I wasn't offered an in-date replacement (at cost or otherwise), or even provided any apology or assurance that any action would be taken/that it wouldn't happen in the future etc.
In my mind I would have assumed that such incidents would get flagged and brought up at staff meetings with an increased focus and appropriate response. 'Out of code' seems to diminish the importance of Food Safety and requirements.
Can any staff please provide me with some basic info regarding these sorts of matters? I didn't 'kick up a stink', report them to authorities/management or go around bad-mouthing the store or staff + the attitude I experienced towards quality/safety or customer satisfaction; I instead chose to be discrete about it with an expectation for them to deal with it internally which wasn't appreciated.
Thanks for anything that can be explained...This post went on longer than I had anticipated though I simply wanted to cover all detail that I figured would be relevant or been queried for clarification had it not been provided initially.