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AIBU?

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Original poster

To expect Morrisons to refund food item

42 replies

rileynexttime · 27/06/2023 17:36

It's only frozen Twister lollies which when I got them home and out of the box it became apparent that they'd melted in store and then refrozen into a lump.
I had receipt and photos showing time short time after purchase.
They say the barcode from the box needed to refund. Which I understand though think inflexible.
My offer to go and get a box from freezer was declined.
I am unreasonable to think they should have refunded?

I know it v seems trivial but I wouldn't normally buy this kind of item, it's a bit of a treat.

To expect Morrisons to refund food item
To expect Morrisons to refund food item
OP posts:
Gardenlady543 · 27/06/2023 17:37

Write to customer services and explain, I assume they'll send a voucher.

Denise82 · 27/06/2023 17:38

So did you just take a photo and the receipt back and not the actual lollies in the box? I can see why they would refund based on that.

Denise82 · 27/06/2023 17:39

*wouldn't

GeorgeMichaelsCat · 27/06/2023 17:40

You need to take the original item back for a refund along with a receipt, not pictures.

ApplesInTheSunshine · 27/06/2023 17:46

GeorgeMichaelsCat · 27/06/2023 17:40

You need to take the original item back for a refund along with a receipt, not pictures.

This.

veryfluffyfluff · 27/06/2023 17:47

The box will have like a batch code on it or something

LubaLuca · 27/06/2023 17:52

It's quite hard to transport half a dozen liquid lollies in a sodden box, to be fair to the op. I think the receipt and the photo should have been enough. What are they likely to do with the lollies other than look and see they're completely melted? The photo gives a much better idea of what happened to them and shows they were still frozen when the op got them home ie it wasn't her fault.

Biscuitsandpizza · 27/06/2023 17:55

I think they should've just refunded OP, and would make me question their food safety - what else has been defrosted and re-frozen that you don't know about?

Original poster
rileynexttime · 27/06/2023 18:03

The photo gives a much better idea of what happened to them and shows they were still frozen when the op got them home ie it wasn't her fault.
thankyou, that's why I photographed them.

would make me question their food safety - what else has been defrosted and re-frozen that you don't know about?
good point, the person I spoke to did say that it was probably a problem with the freezer.

OP posts:
Createausername1970 · 27/06/2023 18:06

I think you need to take the item back to get a refund. If you just take a photo that doesn't prove anything.

Denise82 · 27/06/2023 18:10

LubaLuca · 27/06/2023 17:52

It's quite hard to transport half a dozen liquid lollies in a sodden box, to be fair to the op. I think the receipt and the photo should have been enough. What are they likely to do with the lollies other than look and see they're completely melted? The photo gives a much better idea of what happened to them and shows they were still frozen when the op got them home ie it wasn't her fault.

It's not hard to put something in a bag, the picture still helps to explain what happened but it doesn't stop the need for the original item to be taken for the refund, I'm sure the store has a returns process like all retail stores do and will need the item at each stage of that process to scan stock out as faulty or destroy. Its not personal its probably just about their processes

Georgyporky · 27/06/2023 18:12

I don't think they're obliged to refund, as there's no control over what you did with them when you left the store. It's an H&S issue.

That's what I was told by Sainsbo when DH bought frozen chopped spinach instead of whole leaf & I took it back immediately covered in ice packs.

SprinkleRainbow · 27/06/2023 18:16

We brought some ice creams once that had definitely not been frozen right as the box was an inch thick with ice.

Didn't think much of it til the kids started throwing up after eating them so definitely highlight to the store and ask them to open another box. If there's an issue with the freezer their food safety is at risk.

nettytree · 27/06/2023 18:37

I work on the cs desk. I would expect you to bring back the product. We have had people just get an image of the internet to try and get refunds.

3dogsandarabbit · 27/06/2023 18:38

I think with everything being computerised a refund isn't a simple transaction anymore and without the barcode you have no proof that's where you bought them from.

cinnamonfrenchtoast · 27/06/2023 18:40

They can't give you a refund without the actual item as proof.

Yellowrosesmakemehappy · 27/06/2023 18:43

They are being really tight! I would of got a box off the shop floor and done it that way for the customer service.

Did you ask to speak to a manager?

VisionsOfSplendour · 27/06/2023 18:51

3dogsandarabbit · 27/06/2023 18:38

I think with everything being computerised a refund isn't a simple transaction anymore and without the barcode you have no proof that's where you bought them from.

The bar code on the box will be the same for all supermarkets, it's the receipt and bix that they need to prove the OP bought lollies of that type

No way to prove it was that box or what the condition was in the shop but I'd expect them to refund for good customer service

user1471474138 · 27/06/2023 18:52

If you’ve got the receipt they should be able to process a refund easily. However like a previous poster said, they have no way of knowing if you bought them like that or it happened after you left the store? However given timeframes etc I think they should give you the benefit of the doubt and refund as goodwill

ActDottie · 27/06/2023 18:54

I don’t know why you didn’t take them back in the box, you have to return the whole item. I’m with Morrisons on this one.

Theunamedcat · 27/06/2023 19:07

I bought some cat food from tesco there was a dent in one can I didn't think anything of it bought it walked home except when I got home I became aware it smelt bloody awful you couldn't really tell in the shop or outside but my house was way smaller and you could TELL it was off so I rescued the undented cans and called in wanting a partial refund they demanded the dented cans be returned I said are you sure? The stench is bad yes we will not refund without them so I triple wrapped them shlepped back to the store explaining the situation saying they wanted them returned to send off for "inspection" she said FUCK THAT this is going right in the bin grabbed me a new pack (they had told the store "exchange only" despite telling me I would get a partial refund) gave me the entire pack thanked me for wrapping them securely and threw them in the skip

Morrisons wanted me to return food I had eaten because three of us had eaten it three of us had got sick the fourth hadn't eaten the meat and was fine their thought process puzzled me like how can I return eaten items? I did offer them my sons nappy they declined and gave me vouchers honestly the only reason I pushed it with them was a, a fair few people were getting sick with food from this particular store and b, I had nothing else to do except puke and poop and get pissy with them

GoodChat · 27/06/2023 19:19

Of course they need the box- just go back with the box

Original poster
rileynexttime · 27/06/2023 19:22

I think with everything being computerised a refund isn't a simple transaction anymore and without the barcode you have no proof that's where you bought them from.

I work on the cs desk. I would expect you to bring back the product. We have had people just get an image of the internet to try and get refunds
good points , thank you

given timeframes etc I think they should give you the benefit of the doubt and refund as goodwill this is my view

OP posts:
Favouritefruits · 27/06/2023 19:48

They need the batch number or receipt to ensure they are from that store and that you aren’t going from one store to another to get refund after refund.

Original poster
rileynexttime · 27/06/2023 19:51

I gave them the receipt, it's clearly from the same store where I was asking for a refund.

OP posts: