When D did her Management Training at M&S after graduating, the policy was still that you could return anything and complaints were always upheld. D said she remembered after Christmas a woman returning the packaging of an expensive creamy fish dish which D could see was clearly past its “best by” of early December. The customer was furious, claiming it was curdled and had “ruined her dinner party”. D explained politely about the date and the woman got very angry, saying of course she had kept it in the freezer so it shouldn’t have gone off. She threatened a letter to Head Office too.
The packaging clearly said Unsuitable for freezing but D’s manager said to give her the refund, plus a replacement for good customer relations telling her that a letter of complaint to Head Office would cost at least £125 to process, so give her the refund and a verbal apology.
People often abused M&S’s refund policy in the past.
Infoman I am very surprised you claim other supermarkets would accept a food item.