Can you return bad products to the store?

[fldhkybnva]

I love Wegman's but as i was noshing on a piece of texas-toast style Challah bread I noticed that the bottom of the slice was completely moldy. I checked out the bag of course to grab another slice and discovered that the entire bottom of the loaf is speckled with mold. Is it appropriate to return this product for a refund? it's interesting as when i was browsing the bread section I noticed that many of the sub rolls were moldy and I hesitated to mention something but couldn't find an employee around. I guess I should next time as I did not escape the fungus.

[Phoebe]

Harris Teeter's has a no-questions-asked policy. They will take anything back w/ a receipt. As an added bonus to keep your business... If you bring back anything from the produce, deli, meat or seafood departments, they give you double your money back.

[coll]

I bet some people make a living off that policy.

[Leonardo]

Trader Joe has a no questions asked policy. If you don't like it, bring it back with receipt. Works for them. Gets people to try new stuff. And when they return, they usually end up spending more plus the value of the return.

If that business model didn't work for them, they wouldn't do it. Sure there are freeloaders who abuse it. But they decided it's worth it.

[boogiebaby]

I know the OP has already dealt with his/her issue, but IMO, if the item is bad due to negligence on the store's part, it should be returned. If it was bad due to negligence on the buyer's part, then no.

Trader Joe's and Costco both have amazing return policies. I remember one time I was in line to return some kids' clothes and the women in front of me were going to return a pack of pork chops. They were talking to each other about how the one woman forgot to put the pork in the fridge when they got home and how Costco doesn't care why items are returned. When they got to the register, one of the women (not the one who forgot to put the meat away) says "I need to return this. I opened the package and it smelled bad." Cashier returned the money. As they walked past me, I heard the woman say "see, I told you they wouldn't say anything." To me, that's just wrong. You messed up, but you shouldn't screw the store over to make up for it.

[Leonardo]

In the US there is what the legal principle known as the Implied Warranty of Merchantability meaning the product is fit to be used for the intended purpose. If it is not, due to any defect, the merchant must accept its return.

Here in Portland we have New Seasons Markets which I vastly prefer to Whole Foods, and today I'll return an avocado that isn't moldy or spoiled, but it is stringy and gross and inedible to my taste. They will accept it with a friendly smile and apology. Goes without saying I do all my shopping there, farmers markets aside.

[Harters]

I suspect most western countries have similar legislation to the "Implied Warranty". In the UK, the Sale of Goods Act, 1979 states that the goods must be "fit for purpose". Whilst that covers defects and wrong selling very well, there is no obligation on the trader to respond to a "customer didnt like" issue.

[Leonardo]

Not my point at all. I unfortunately chose to juxtapose to totally different subjects. I did not intend to give my returning a gross avocado as an example of the Implied Warranty, just as one of good customer service. No obligation, just good business sense.

[latindancer]

Of course that's good customer service. Returning an avocado, that's 'stringy and gross', is much different than returning 6 cookies from the bakery department because they weren't 'to my liking'.
There's an expectation that the avocado is going to be excellent in quality. If the quality isn't there then, of course, it should be returned. The produce buyer may think twice before purchasing from the supplier or inspect what he's allowing to go on the floor.

[boogiebaby]

I agree with what you said, however, the merchandise should leave the store "fit for use as intended". But if someone buys pork, forgets to put it in the fridge, and then brings it back to the store and claims its bad, that's fraud to me. The meat was not bad when purchased - it went bad because the buyer did not care for it properly. The store shouldn't be penalized for that.

Likewise, if I buy something that's sold as intended, and I don't like it, I won't return it. It's not the store's fault that I didn't like it. but if I buy something that supposed to be chocolate flavored and I open the pack to find its strawberry flavor, then yes, I will go exchange it because it's not what I bought. But I don't understand how people can fault the store for not liking something.

[raytamsgv]

Yes. Some stores are especially generous with their store brands. If you don't like them for any reason, return the unused amount. I've returned numerous store brand products because I didn't like their flavor.

[westsidegal]

dunno about wegman's,
but in my neck of the woods there is a food chain called Trader Joe's, at which i buy most of my food.

Trader Joe's has a very comprehensive return policy.
They have taken back food items just because when i opened the package and tried the item it wasn't to my taste.
As long as the item wasn't consumed. they have always given me store credit if i was not satisfied.

on one occasion while shopping at Trader Joe's i saw some bags of lettuce on the shelf that had started to turn pink/tan. i alerted the managers and the whole shelf was emptied and replaced with fresher merchandise within 6 minutes.

after getting used to this kind of service, i'd have a difficult time adjusting to a store that didn't stand behind it's merchandise. . . . .

[Will Owen]

Not only does Trader Joe's accept and credit any item disliked for any reason, you can return it to any TJ's store. I have never been asked for my receipt, either. Those people have my heart forever.

[westsidegal]

i'm with you on that.
love love love trader jo's.

[INDIANRIVERFL]

At my local Publix, I mentioned to the assistant manager that I couldn't find any bags of yellow onions without mold. He ran to produce, removed them all, and I got a free bag of onions when they got some in the next day.

Publix also has a policy that if you are returning anything you don't like, they will replace or refund your money.

Also, if you find anything mislabeled or mispriced, you will get one free. Does not apply to alcohol.

[Cheflambo]

Next time you spot ANYTHING like that in the store, please please take it right to the Courtesy Desk (or a manager). And return whatever you brought home that is stale/bad/moldy or worse. Assuming you bought the bread at Wegmans, Im sure they want you to be happy and not telling the internet world they sell moldy bread.

[bagelman01]

Yes it is appropriate and the proper action.
Here in my area Stop and Shop is the predominant supermarket chain. Not only do they give a refund with no questions asked and no receipt necessary (if under $5-cash, over $5 a store gift card), BUT if it is a Stop and Shop brand item, the refund is DOUBLE the price paid. Yesterday I returned an unopened bag of slad dated 2/16 that was starting to turn brown. Cost $2.99, I was refunded $5.98.

[Violatp]

As a sub-thread, sort of, does everyone keep their grocery receipts? I generally don't, and if I do, it's by accident.

Last year, I had an issue with a small market down the street from me. They're small, but they do have a few locations, aren't mom & pop.

Anyway, I bought some ingredients for dinner and found the cheese to be moldy (pre-shredded parm) after I got home.

I had no idea where I tossed the receipt (yes, I'm a bit cluttered) but figured that I was a regular shopper (3, 4 times a week) and had JUST bought it so I went to return the container.

To my shock, I was treated so badly by the store manager for not having the receipt that I basically have never shopped there again. She literally said, "How I know you not buy this somewhere else?" That's not mocking her English, that just really is what she said.

I couldn't believe that she was being so rotten about a $4 container of cheese; like I spent my days figuring out how to bilk her of $4. Again, I was a regular customer who she saw all the time.

I still don't consciously save my grocery receipts, though it made me think I should.

[foodieX2]

I usually stick my receipts in the bag and then bags go back to the trunk of my car. If I need it I usually can find my receipts crumbled at the bottom.

However WF now as a "no receipt" option and I have never needed my receipt to return anything.

Glad you voted with $$ and stopped shopping there!

[coll]

It's possible she thought you may have bought the cheese a long time ago, and just wanted to verify the sale date? But if you're a regular it seems odd that she would outright refuse to refund or replace. She could have said, next time make sure to save the receipt, or something in that vein.

I do save my receipts obsessively, until the credit card bill arrives and I check everything off. I also use them write every penny I spend on a spread sheet, due to my current tight budget. I mean if I buy a candy bar or a cup of coffee, it must be noted. Then they go in my bill holder clipped together, and they do come in handy all the time. On the other hand, I just had to return something to Home Depot the other day that I bought over a month ago, so no receipt; at first she said I don't think we even sell this but then it came up on the scan and gave me the refund with apologies. When you're dealing with the actual owner of a small place, there may be a little more emotion involved!

Yes I will return pretty much anything that is defective or not as advertised, and I can't remember having had a problem yet. Once I returned some expensive lox just because I found a pin bone in my first bite and I have psychological issues with surprise bones in fish; maybe it's the way I approach them, I act more sad than confrontational, but so far so good. But I know what you mean, if someone reacted like that I'd have second thoughts about giving them any more business.

[Violatp]

It's possible, sure. I was actually hoping/thinking that the same cashier would still be at the checkout so she could verify the purchase. Of course, it was someone else (even though only about 45 minutes had passed) so then I approached the manager. I was friendly but concerned and also wanted her to check the remaining containers still on the shelf. I even described the cashier who had checked me out.

I honestly thought she would be apologetic and possibly say something like, "well normally we need a receipt but..., etc."

It was the flatout rudeness and accusatory tone she took that killed it for me.

[coll]

So foolish to lose a customer over $4, not to mention all the badmouthing you can do to your friends. Her loss, in the end.

[Violatp]

She did end up giving me the money back - but almost threw it at me. Ugh.

Worked out better for me as now I just walk four blocks further to the much bigger and better (but still independent) market. Just took some rudeness to knock me out of my laziness!

[nofunlatte]

Wow--I had the opposite outcome to a similar situation last week. I bought flowers at the supermarket (Marsh chain in Indiana) on a Saturday, but they must've been old, as they were wilting seemingly before my eyes. Indeed, they sucked up all the water in the vase overnight. I tossed my receipt in the trash when I got home, unfortunately. Next morning, I took the remaining flowers to customer service. I actually WASN'T asking for my money back--I just wanted them to see the condition the flowers were in and to find out what days they received flowers, so I'd know which days I could count on them being fresh. Anyway, I hadnt even finished my spiel before the CS rep said that I should just go pick out another bouquet and she'd mark it "paid". She added "we just want you to be happy". Now, that really scored points with me!

[coll]

That's the kind of response I always get too: moral of the story, you're doing them a favor giving them a chance to make it right, instead of losing a customer forever. I hate to admit it, but I have a little area in my brain where I hold grudges pretty much forever sometimes.

[sunshine842]

in the case of something spoiled (like the nasty chicken I mentioned upthread) I discover it so quickly that even *I* can't lose the receipt that fast.

If it's been a couple of days, the burden of proof that it was spoiled when you bought it begins to weaken considerably....

[fldhkybnva]

Now that I think of it, I have no idea where the receipt is. The receipts always seem to still be in any paper bags but plastic bags they get lost nearly immediately - another plus for paper bags I guess. However, the great thing about Wegman's if you have an account is that all receipts are online so you can print them out.

[masha]

I put all of my regular grocery purchases on a credit card and save those receipts to reconcile with the card bill so I always have the receipt (with the exception of an occasional purchase when I am picking up just a few items totaling under $10 when I may pay cash).

[Violatp]

That's a good policy. I pay cash for most everything I buy in person, but I can see the handiness of having the record of your purchases!

[treb]

Yes, I purchase with the intent that the product is good and so is my money. If the product is bad, I'll ask for a refund.

[foodieX2]

Yes. I don't know a single grocery store in my area that doesn't take returns.

This has come up a number a times recently. I think the most recent was in the "food tasting/sampling/stealing" thread regarding a box of clementines. Or maybe it was grapes.

I find it very strange that people would not think twice about returning an article of clothing, an appliance/electronic that didn't work and the like but question whether it is OK to return bad/spoiled food or for that matter food they just didn't care for.

[Harters]

I'd take the view that there is a world of difference between returning spoiled food and returning food you just don't care for.

Your local jurisdiction may have different laws from mine - but in the former case, the retailer is under an obligation as the goods are "not fit for purpose" and is under no obligation in the latter example. Buy something you don't care for - tough shit.

[foodieX2]

But then why is OK to return a shirt I don't care for? Return a cell phone that doesn't meet expectations? A coffee maker that doesn't make coffee to my liking.

I bought a pound of (very) expensive coffee that was way too bitter and not "mellow and rich" as described. I returned it.

An associate at WF went on and on about a particular vinegar when I was shopping for oils. tI was horrible so I returned it.

Returning food I don't care for is a rare occurrence but one I have no qualms doing. I wouldn't be expected to keep a pair of shoes that were not right, why shouldn't the same be said about food?**

**unless of course the return policy is clearly outlined.Then it is buyer beware.

[Harters]

As I said, the situation in your jurisdiction may be different from mine. I would have no redress (except the possible goodwill of the retailer) in returning a shirt I didnt care for, or a coffee maker that didnt make coffee to my liking (but worked perfectly), or a pair of shoes. Most retailers would tell me "tough shit", quoting the relevent consumer legislation at me.

[foodieX2]

Can I ask where you live?

I work for national woman's clothing chain and we except returns for up to 90 days unless labeled final sale. This is typical in my state. Crew, Banana, Target, Walmart, etc are all similiar.

This is Gap Inc. policy:

<<We hope you love what you ordered. But in case you don't—perhaps it's a little too big or the style just isn't you—we'll send you a new size, color, or style, or issue you a quick refund. Returns and exchanges are free when you use our prepaid return shipping label.>>

Bed Bath and Beyond:

<<100% SATISFACTION GUARANTEED.
You can return anything bought online
either through the mail or any store. Help is
always available at 1-800-GO BEYOND®
(1-800-462-3966) bedbathandbeyond.com beyond any site of its kind®>>

Walmart:
<<Items purchased on Walmart.com may be returned either to a store or by mail within 90 days of receiving them. (This only applies to items sold and shipped by Walmart.com. It does not apply to Marketplace items. For items sold by a Marketplace Retailer, contact the retailer directly.)

Items purchased at a Walmart store can be refunded with a receipt or exchanged within 90 days of purchase.
Some exceptions apply to this 90-day rule, including Electronics items. For more details see our Returns Policy by Department.>>

[Harters]

I live in the United Kingdom and my consumer rights are governed by English law.

[SWISSAIRE]

If it were frozen Lasagna, and purchased at Tesco (the parent company of Fresh and Easy), the store would take it back without any question.

[Harters]

Indeed they would (as would any supermarket selling the Findus product). Not least because it may contravene food labelling legislation.

[masha]

Harters, I know you are in the UK. In the States, virtually all consumer goods merchants accept returns for full refund,no questions asked, for a set amount of time -- say 2 weeks to 1 month after purchase -- so long as they are in their original packaging with the price tag still affixed and the customer has the receipt. This is a practice that goes back more than 100 years when the modern department store was in its infancy and was pioneered by Sears Roebuck as an incentive to encourage customers -- especially mail order, catalogue customers -- to buy goods.

[Terrie H.]

Fortunately, here in the US, it's completely different. I'm rather amazed that it isn't the same over there. The competition to draw and keep customers is fierce and customer service is the thing that brings me back. Any retailer here worth their reputation will take back anything.

[masha]

With respect to perishable food items (produce, meat, fresh bread), I agree that I'd would only return it for refund if it was spoiled or otherwise unfit for consumption (and would do so within 24 hours with the receipt to prove that it was in that condition at the time). On the other hand, as to nonperishables, I have no qualms about returning for refund, or more often exchange, even if there was nothing intrinsically wrong with the product. I do this not infrequently when I've grabbed the wrong product -- e.g., meant to buy unsweetened applesauce and realize when I got home that I bought a jar of fructose-sweetened instead.

[sunshine842]

no problem at all if it's not been opened -- we've all grabbed the wrong one at some point.

If I've opened it and I just don't like it, I probably wouldn't return it -- I'd give it to someone else, find a way to use it up in something else or mixed with something else, or just toss it, much as I hate to waste food.

[masha]

Also, if I discover a problem with a grocery purchase when I've returned home -- most often I've been charged for a product I did not buy or the wrong quantity of something I did buy (most egregiously I was once charged for 30 limes when I bought 3) -- I generally call the store and speak with the manager. The upshot is they always tell me to stop by the courtesy desk the next time I am in the store for a refund. I get the manager's name and have never had a problem with them honoring that commitment. It probably helps that it's a supermarket chain with a loyalty program so they can see that I am a regular customer and that I not making complaints of this nature frequently, so that they can assume it is a legitimate complaint.

[fldhkybnva]

Yea I would never feel comfortable returning food I just didn't like though the points highlighted here make me question that somewhat. I guess because food is perishable. So, if I open a product and don't like it and return it, it's not like someone else can then have the opportunity to purchase it vs. a shirt.

[Will Owen]

I've taken back yogurt that was mostly filler (to Kroger) and some low-carb bread that was simply awful (to Trader Joe's), and in both cases simply described the product as disgusting. The Kroger person simply said, "All right," while the TJ's manager said, "Oh, I agree, that's the worst damn thing we sell!"

[sunshine842]

LOL

[latindancer]

<I'd take the view that there is a world of difference between returning spoiled food and returning food you just don't care for>

I've seen this happen, not often, but I watched a woman return an opened package of cookies and a bag of potato chips. She'd opened them and they were not to her liking. They returned her money. I couldn't do it but I remember thinking....
Chutzpah.

[coll]

I'm going to guess that the store got reimbursed/credited by the manufacturer anyway, sort of like a retroactive sample.... my experience is that they will refund pretty much anything for any reason, rather than piss you off!

[latindancer]

I don't know who gets reimbursed/credited by whom. This particular store and the employees who work there could, collectively, write a book about the things they've seen when it comes to people and their *feelings of entitlement* issues.
It's a TV sitcom in action.

[LindaWhit]

Yes, return it. Why wouldn't it be appropriate? You paid for it; you noticed OTHER breads to be moldy. There was obviously an issue.

I would have said something to the cashier/checkout or stopped at the customer service desk.

[NE_Elaine]

I would definitely return it.

I recently purchased a large package of NY Strips at a local Stop & Shop. I went to cook them 2 days later and they were already turning that dark color - it was covering 1/2 the steak. I took them back and found that S&S had (at the time) a double your money back policy if the item was not fresh. I walked out of there with an extra $25 in my pocket.

[sunshine842]

I used to live near a grocery (sadly, the only one in town at the time) who had continual maintenance problems with their refrigerated cases and with proper food storage.

I returned a package of chicken that was rancid (I returned it 30 minutes after I bought it - it was so nasty it actually made people stop and stare) . I quit shopping there, and that location was closed a few months later. (A different chain bought the location and the building was so nasty that they leveled the old building and built a new one)

[LindaWhit]

I will no longer purchase meats at Stop & Shop after buying a spoiled Thanksgiving turkey there a few years back, which wasn't discovered until T'giving morning. When I returned it the day after T'giving, I got attitude from the C/S person as well (she really couldn't be bothered other than refunding my money), until I elevated the issue to the store manager.

[Harters]

I'm sure that if you took it back quickly the supermarket would reimburse you. Personally, I wouldnt make a special journey just to get a refund on the price of a loaf - but I would probably mention it in passing to the customer service desk on my next trip.

[fldhkybnva]

Yea, that was my plan. The 30 minute drive is not worth $4 but I will definitely mention it on my trip.

[masha]

As mentioned down thread, if returning it immediately is impractical, I usually call the store and register the complaint with the manager, who always tells me to drop by the customer service desk for refund the next time I'm in the store.

[LindaWhit]

Agreed. The drive for a small dollar item doesn't make sense. But the phone call to C/S at that particular store is certainly doable.

[sr44]

and gives them the chance to check current stock and deal with any problems they find.

[fldhkybnva]

I gave the store a call today. They immediately offered to refund the money though I emphasized that I was calling to let them know to investigate the bread section.

[westsidegal]

i've had the same experience in my area.

[Bill Hunt]

I do not know, but doing what is right might entice me.

Not that long ago, I purchased six bottles of a particular producer's wine (among about two cases), where 3 were their "regular" wines, and 3 were their "single vineyard" offering. I was charged 6x for the "regular," and drove back (about 12 miles), to pay them for their mistake.

Hunt

[Violatp]

Ha! Nice. :-)

I once got into an argument with a cashier when she wanted to give me way, way too much change. It felt surreal!

[foodieX2]

When our local S&S first introduced self check lanes (about 10-12 years ago) I got to our weekend place and realized that they hadn't charged me for the wine I bought. I had scanned it but I didn't know that an employee had to check ID and hit the approve button for alcohol. I just bagged my stuff and left. I called them and said I would come in Monday to pay for it. The manger was so shocked that he offered me a $50 gift card in appreciation.

[ohmyyum]

That is odd. You should definitely return it and I'm sure they would appreciate it being brought to their attention-- especially since it seems like they are having some quality control issues in general. It is much less expensive for a store to pull bad product than to sell it and risk customers getting sickened by it, or even just tainting their reputation.

[fldhkybnva]

Yea, I thought it was odd but it seemed to be only one product but I guess not as my bread was made my a different company. I will for sure let them know.

[Terrie H.]

If you purchased something that is bad, the store will reimburse you. Even the most modest grocery store will do that for you.

Have you had a problem with Wegman's before? They are so customer service oriented that I can't believe they wouldn't have fixed your situation immediately.

[sr44]

I've returned stale bird seed to a Wegmans with no questions asked. (It was a bag I had bought recently.)

[Terrie H.]

Wegman's has one of the best customer service attitudes I've ever seen. I guess I was asking why she didn't just take it back like most of us would, rather than post on a website.

[juliejulez]

Definitely. I know my store here, which is owned by Kroger, actually asks people who complain on their Facebook page to return the product for a full refund, so I'm sure Wegman's would be the same.

[SWISSAIRE]

Yes, but quickly.

And 95 % eaten does not count.

[cresyd]

I think that the status of "95% eaten" really depends on what you're talking about. I once got sushi from Whole Foods, and (as it happened) the last or second to last piece had a large bone in the sushi. Personally, I still felt justified in taking it back and Whole Foods had no problem giving me the refund.

[westsidegal]

whole foods is another grocer with which i have had excellent experience in terms of their willingness to stand behind their products.

(once at whole foods i saw a new item on the shelf and wondered out loud to the stocker whether or not the item would taste good. the stocker immediately took out his box knife, cut open the package and gave me a sample so i could decide whether i liked it or not BEFORE paying for the item and leaving the store.)

[SWISSAIRE]

It was meant as humour.

[Bill Hunt]

"Hey, there WAS a roast beef sandwich in that wrapper, but I ate it all. It was not good, and I want a replacement, ASAP... " Yeah, right.

Hunt

[coll]

I worked as a manager at Red Lobster for awhile and we got that all the time: diners wanted a refund despite the fact that the food was totally gone. Guess they kept taking another bite to be sure how bad it was? Unfortunately company policy was give them the refund anyway, and plenty of customers knew it!

This was back in the 1980s though, so try it now only at your own risk!

[Violatp]

Wow, That takes some kind of gall.

[coll]

And then they'd ask for lemons with their free glass of water and make lemonade with the sugar on the table, and tell you so when you asked it they wanted a beverage. AND leave a 25 cent tip. No kidding! I should start a thread on the "other side" of chain restaurants, although it probably already exists. Some of the stuff was pretty funny, actually.

[foodieX2]

Waiter: How was your meal this evening?
Customer: It was terrible!
Waiter: Oh, I am so sorry <looking at the empty plates>
Customer: And the portions were small too!

[coll]

Exactly.

[masha]

Woody Allen in Annie Hall.

[coll]

He stole the line then, that's an oldie but goodie.

[Chemicalkinetics]

< Is it appropriate to return this product for a refund?>

Yes, it is appropriate. Either a refund or an exchange. Good luck.

[ipsedixit]

Yes, I would.