There is one MSC whose grocery shops I take. Their MAIN Client has a Customer Service Scenario which seems to have been dropped from their Competitor shops (for this same MSC). The SCENARIO for this CS scenario is one I desperately try to avoid, because I can't for the life of me actually believe that we "shouldn't worry about doing this....it happens all the time in grocery stores...they see this every day..." sort of thing that's written into their guidelines. The scenario is the Customer Complaint one, the most current one being where you say you were in the store recently, and that either the quart of milk you brought home was sour when you opened it, or the bagel/donut was stale when you took it out of the bag. You say you don't have your receipt any longer, and you wait to see if they will either refund you the price, or tell you to get another one for free, or tell you that you need your receipt, or whatever. It's the idea of them telling me to go get a replacement for SOMETHING I NEVER ACTUALLY PURCHASED that gets at me!

So for those of you current/former grocery store employees, IS THIS REALISTIC??? Just wondering, because I really try to avoid that store because of this scenario....this MSC does competitor shops for 3 different competitor grocery stores in my area, so I do those instead.....thanks in advance!!

Edited 4 time(s). Last edit at 04/02/2016 06:01PM by guysmom.

I was a store director for Kroger, I would tell you to get a new yogurt or sour cream if you did not have the receipt. That came from the CEO of our company, he gave us the example of taking a return of new tires that were bought from a Sears in the same center our mega store was. The store director took the tires and receipt, called Sears and they gave us the money back to give to her. We were suppose tear in to brand new wedding cakes if someone wanted to taste them, things changed once the grocery price war erupted.


Last night we had a couple returning "used condoms" because they said they were too loose, how is that for customer service at the same store. We all were laughing because the very day I show up to visit a old friend he got the return of used condoms right in front of me.

Edited 1 time(s). Last edit at 04/02/2016 06:28PM by GrosMichel.

Is this an April 1st joke!

@shopper8 wrote:

Is this an April 1st joke!

No! No April Fool's joke!

GrosMichel, thanks for that info.....for this MSC, after you pass the qualifying questions, you USED to be able to see just what scenario the store was calling for, because there are several, and they don't all involve the Customer Service complaint. Now, as of the last month or two, that isn't showing up anymore. So I've gotten trapped twice picking this main store and getting the Customer Service Complaint scenario for this grocery store, and kicked myself!! Both times, I think I pulled it off OK....I acted all humble and apologetic, and asked what I should do about that scenario....both times, I was told to get a replacement, but oh, I don't like that one! Kroger's has a real good reputation! When you worked there, did something like that happen on a daily basis at least once a day or so??? I ask, because this particular store also has a rather high reputation, at least in my area!

I have worked for Harris Teeter (a grocery store regional to NC/VA/DC) as my "day job" for the last 13 years. The scenario you described is our store policy as well. All of us associates are trained that we have the power to do what is necessary to make the customer happy. If that means giving away $4 worth of milk or a package of bagels, so be it. That's a small price to pay to retain a customer. I would say that, when I was working there full time, I would give away something to someone once every few weeks. Now that I am part-time, it is a little less often. But, multiply me by the 100 employees in the store and it would be reasonable to think that something is given away just about every day.

Thanks for sharing that, meghan9262...the info from you and GrosMichel have related makes me feel just a tad less leery about doing this scenario. So....you don't think this scenario screams out "MYSTERY SHOPPER" then???

I don't. Most people don't save their grocery store receipts and most grocery customer service clerks would rather you not bring back your spoiled milk/meat/produce. (It's gross!) I feel like many of the grocery chains that choose to focus on having excellent customer service have a similar policy in practice. You wouldn't believe some of the over-the-top crazy stuff customers ask for (and get!). Saying you tossed a bad quart of milk or bruised apple or stale donut and didn't save the receipt would probably not even get a raised eyebrow.

The grocery store is aware that you are asking for a product you did not buy. They are making sure that their employees takes care of their customer in a way they want them to. They know you are going to get a free quart of milk. The consider it a cost of the shop. You can consider it a free reimbursement.

@meghan9262 wrote:

I don't. Most people don't save their grocery store receipts and most grocery customer service clerks would rather you not bring back your spoiled milk/meat/produce. (It's gross!) I feel like many of the grocery chains that choose to focus on having excellent customer service have a similar policy in practice. You wouldn't believe some of the over-the-top crazy stuff customers ask for (and get!). Saying you tossed a bad quart of milk or bruised apple or stale donut and didn't save the receipt would probably not even get a raised eyebrow.

Thanks again for sharing this! I'm feeling better about it, little by little! LOL

I was a customer service rep at Kroger a few years ago. I would not even blink at the scenario you are describing. That falls into the normal category. It's the people bringing back packs of koolaid and claiming they didn't get the 2 cent discount, the people bringing in the spoiled meat, and the people who complain because someone of a different race is doing something they don't like that got my eyes rolling. You should not worry about it.

@CoffeeQueen wrote:

I was a customer service rep at Kroger a few years ago. I would not even blink at the scenario you are describing. That falls into the normal category. It's the people bringing back packs of koolaid and claiming they didn't get the 2 cent discount, the people bringing in the spoiled meat, and the people who complain because someone of a different race is doing something they don't like that got my eyes rolling. You should not worry about it.

OK, I will really try not to!!! Thanks!

I have no issue with the request when the store is the client because they are giving away their own product so it is a 'perk' of the shop. I do object when they use the scenario on a competitor shop. When doing a competitor shop I ask about the sour milk (or spoiled fruit or stale bakery item) but then conveniently 'forget' to pick up the replacement. I have been in line often enough behind folks complaining that their bag of Oreos was crushed and they want a replacement or their Rib Eye steaks were tough and they want their money back with just the package label to know that my sour milk or rotten pear or rock hard bagel is nothing.

I've been in customer service on both sides of the equation. As a customer, I've gone to the service desk after-the-fact to tell them when milk was spoiled or meat smelled funky when I opened the package. They didn't bat an eye.

@Flash wrote:

When doing a competitor shop I ask about the sour milk (or spoiled fruit or stale bakery item) but then conveniently 'forget' to pick up the replacement.

Flash, that is an EXCELLENT idea!!! Don't know why I never thought of that!! For the competitor shops, I haven't seen this scenario is a few months....it USED to be there, but seems to have disappeared, at least in my area! Another helpful hint for me to keep in mind....thanks!!

I have never worked in a grocery store but I have gotten money back for spoiled products. Last year, on the way to a TexMex themed party, I stopped at Randall's and bought 2 avocados. At the party, they were all gross and rotten and we threw them away. I didn't keep the receipt and I really didn't plan to complain.

A couple months later, I was at the same Randall's with a girlfriend. I was telling her about the rotten avocados. The cashier interrupted "Really! How annoying! At this Randall's? How many?" I said yes, this Randall's and 2. She turned to the bagger and said "Go get him two avocados, nice ones. And hurry." She turned to me and said the 2 avocados were no charge AND that she was going to refund my money, explaining that when you get bad food you get a replacement AND your money back. I had no idea how much I had spent, so she refunded me the current cost. I walked away with two free avocados and a refund with no receipt.

@Jay C wrote:

I have never worked in a grocery store but I have gotten money back for spoiled products. Last year, on the way to a TexMex themed party, I stopped at Randall's and bought 2 avocados. At the party, they were all gross and rotten and we threw them away. I didn't keep the receipt and I really didn't plan to complain.

A couple months later, I was at the same Randall's with a girlfriend. I was telling her about the rotten avocados. The cashier interrupted "Really! How annoying! At this Randall's? How many?" I said yes, this Randall's and 2. She turned to the bagger and said "Go get him two avocados, nice ones. And hurry." She turned to me and said the 2 avocados were no charge AND that she was going to refund my money, explaining that when you get bad food you get a replacement AND your money back. I had no idea how much I had spent, so she refunded me the current cost. I walked away with two free avocados and a refund with no receipt.

Now, that was good customer service and retention!

My brother in law is the cheapest person you'd ever meet. Returning items to the grocery store is like a game to him. He's returned salmon at Publix, stating that he made it and didn't like the way it tasted. Not that it was spoiled, he just had never tried salmon before and didn't care for it. He's returned laundry detergent after using half of it. I'm sure the grocery store sees all kinds of odd returns.

@guysmom wrote:

@shopper8 wrote:

Is this an April 1st joke!

No! No April Fool's joke!

GrosMichel, thanks for that info.....for this MSC, after you pass the qualifying questions, you USED to be able to see just what scenario the store was calling for, because there are several, and they don't all involve the Customer Service complaint. Now, as of the last month or two, that isn't showing up anymore. So I've gotten trapped twice picking this main store and getting the Customer Service Complaint scenario for this grocery store, and kicked myself!! Both times, I think I pulled it off OK....I acted all humble and apologetic, and asked what I should do about that scenario....both times, I was told to get a replacement, but oh, I don't like that one! Kroger's has a real good reputation! When you worked there, did something like that happen on a daily basis at least once a day or so??? I ask, because this particular store also has a rather high reputation, at least in my area!

The scenario you presented happened frequently, even daily some times. These "returns" were from honest while others cheated badly like the family who would return a giant bucket of fried chicken with 17 out of 18 pieces eaten saying "We hated the chicken, please give us another bucket" usually working all our local stores until the DM finally told them after getting HQ's blessing "We no longer want your business, will you shop at another store because your no longer welcome here.". The next store was twenty five miles so we would see them back as paying customers and who would try to pull the same stunt a year later.


Your scenario is common from honest people, the dishonest people tried to return eaten Porterhouse Steaks, expensive seafood without photos but we had to follow corporate unless it was a very expensive item. Your scenario is fair, a regular happening and we wanted to keep good customers like you. To loose out on a small dairy product is no big deal, our goal is-was to have a long-term relationship by keeping customers happy. Negative word of mouth spread's like wild fire, if your happy we are happy.

Edited 1 time(s). Last edit at 04/03/2016 10:39PM by GrosMichel.

Your brother in law is a thief. Everyone else pays for his theft.

@DareWright wrote:

My brother in law is the cheapest person you'd ever meet. Returning items to the grocery store is like a game to him. He's returned salmon at Publix, stating that he made it and didn't like the way it tasted. Not that it was spoiled, he just had never tried salmon before and didn't care for it. He's returned laundry detergent after using half of it. I'm sure the grocery store sees all kinds of odd returns.

Amazing! I didn't know people would stoop to such things!!

Edited 2 time(s). Last edit at 04/03/2016 11:58PM by guysmom.

@GrosMichel wrote:

Your scenario is common from honest people, the dishonest people tried to return eaten Porterhouse Steaks, expensive seafood without photos but we had to follow corporate unless it was a very expensive item. Your scenario is fair, a regular happening and we wanted to keep good customers like you. To loose out on a small dairy product is no big deal, our goal is-was to have a long-term relationship by keeping customers happy. Negative word of mouth spread's like wild fire, if your happy we are happy.

Yours, and everyone's responses, have really, really helped me have more confidence about doing this scenario!! Greatly appreciated!!

Edited 2 time(s). Last edit at 04/03/2016 11:59PM by guysmom.

When I worked days at my regular gig, a warehouse club, some members would return clothing that had been obviously worn and claimed that it never has been worn. Some had stains, set in wrinkles from being worn, or smelled like it was freshly laundered. A co-worker told me that a women's swimsuit was returned and had a personal stain on the bikini bottom. Some members had the gall to return used mattresses. One mattress had a visible yellow stain on it. Gross. Some cheapies would return sofas, dining tables, tvs after they used them for a party or whatever. I seen pies returned after half of it was consumed because the member didn't like the taste of it. I've seen used bbq grills returned after 1 year.

@PasswordNotFound wrote:

Your brother in law is a thief. Everyone else pays for his theft.

I agree 110%. It makes me so mad! It's like he thinks it's a game. He will also eat an apple or banana while walking in the store and not pay for it. Thankfully he lives across the country now and I rarely see him. One of these days hopefully he'll get caught.

@Flash wrote:

I have no issue with the request when the store is the client because they are giving away their own product so it is a 'perk' of the shop. I do object when they use the scenario on a competitor shop. When doing a competitor shop I ask about the sour milk (or spoiled fruit or stale bakery item) but then conveniently 'forget' to pick up the replacement. I have been in line often enough behind folks complaining that their bag of Oreos was crushed and they want a replacement or their Rib Eye steaks were tough and they want their money back with just the package label to know that my sour milk or rotten pear or rock hard bagel is nothing.

I agree with you. If the client is okaying getting a replacement for a never-purchased item at one of their own stores, that is acceptable. It is completely unethical for them to pay a shopper to lie to a competitor about purchasing an item and have them leave the store with a free "replacement" product. That is theft by deception.

Rainy, I agree with you 100% about that. And thankfully.....it seems the competitor shops no longer require that part of the Customer Service scenario....at least in my area.

Last night, I did 2 shops....one for the main Client, and a competitor shop.....they were literally right across the street from each other. Both had the Customer Service scenario.....in the competitor shop, I only had to ask a question at the CS desk.....NOTHING about any missed product! At the main Client's grocery store, the Customer Service scenario DID REQUIRE I ask about a stale bakery product or sour milk item....I chose the stale bakery product. And BECAUSE OF YOU GREAT ADVISERS out there, I did it with much more confidence than I thought I would ever have! The CS Manager never even blinked an eye when I said I had gotten a stale bagel...got a replacement without a hitch. PHEW! I STILL don't like those scenarios, and try to avoid them, but I really, really appreciate all the input and advice from all of you! Thanks again!!

Edited 1 time(s). Last edit at 04/05/2016 02:05PM by guysmom.

While I have never worked in a grocery store specifically, I used to shop for the grocery store that made it's shoppers employees, so I was privy to the company policies.

That sort of request was often standard with the shops I did because the corporate office was trying to make sure the policy of having stale items replaced without a demand for a receipt or hassle to the customer was being facilitated. I'm assuming there's a similar policy with most grocery chains.

Prior to being a shopper, I never would have thought to lodge such a complaint, but after spending many years approaching the customer service counter I have learned that it's common...and I have in fact become one of those people who will mention it to the store manager if I received a defective product on my last visit.

As a side note, I learned recently that the manager can actually scan your membership card at many grocery stores and easily see if you recently purchased the product in question...

@SteveSoCal wrote:

As a side note, I learned recently that the manager can actually scan your membership card at many grocery stores and easily see if you recently purchased the product in question...

True enough and I suspect it is coming to all grocery stores before too long. About a year ago I was doing a competitor shop at the bulls eye store and indicated at CS that my husband had picked up a milk that was sour and I didn't have the receipt. The CS person asked for my credit card number and she could retrieve the receipt. Oops. Luckily I had mentioned my husband picked up the milk because now I could indicate that we carry different cards so I had no idea what his card number might be or which card he may have used. I was offered the replacement product but was sweating bullets for a minute there.

@SteveSoCal wrote:

As a side note, I learned recently that the manager can actually scan your membership card at many grocery stores and easily see if you recently purchased the product in question...

Boy, THAT'S a good point, isn't it??? Fortunately, the MAIN CLIENT for this grocery store doesn't use any sort of customer loyalty card.....but who's to say they won't in the future??? Maybe that's why this Client stopped using that part of the scenario at the competitor grocery store, because THAT one DOES have a loyalty card, and could very well find out if that item was purchased or not!! .... unless, of course, you say you don't have a card at that store yet, and paid cash.

I will add that I found out about this when I complained that a product I purchased was moldy when I opened it. The CS manager did not look up the purchase to potentially negate offering a replacement. He asked if I had used my loyalty card and looked it up so that they could alert the manufacturer.

That said, it brings on a bigger question when you are complaining about a product. I regularly purchase milk from the grocery store so saying that milk was bad and having it looked up would not be an issue, but having the milk provider then charged back for a product that was not actually defective would bother me...

Good point. Perhaps that is why they insist it be a house brand or something 'brandless' such as a bakery item from their bakery or a piece of fresh fruit.