Customer Service Hell Blog

Wednesday, September 07, 2005

Sainsbury's #1 Why Are You Selling Rancid Milk?

From 173 Drury Lane Blog:

Several times this summer, we have returned milk to Sainsbury's which was within its sell by date, but which had turned to yoghurt within a day or two of purchase and periodically we return various cheeses. This doesn't happen to the milk or cheese we buy from Marks & Spencer or from Tesco. I hadn't thought much about this until I read this article last month: Sainsbury's fined over rancid milk

The rancid milk, still on the shelf 23 days after it should have been drunk was deemed "unfit for human consumption".

A spokeswoman for Sainsbury's said: "It's extremely rare for something like this to occur.

"The store sells 120,000 fresh products a week and we have elaborate systems in place for checking that all our products are well within the label dates and that out-dated stock is cleared from our stores every day.

This may well be an isolated incident, but I think I can guess at two ways this kind of problem develops.

First, why does JS have an "elaborate system" where surely a simple system would suffice?

Second, for a simple system to work, Sainsbury's has to employ staff who care about food and customer service, and give those staff the authority to take action the second a problem is brought to their attention. I told a member of staff last week that the chicken I wanted to buy was past its sell by date, he replied "you need to speak to Customer Services about that" before going about his business. The chicken, it seems, was in someone else's section.




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