Spoiled Product & Unacceptable Return Experience at Food *****'s Market William Moffatt

A deeply disappointing experience at Food *****'s Market, William Moffatt branch on 23 April 2025.

On 22 April, I purchased a 500ml can of C***** Cream (expiry date: 1 May 2026) from the William Moffatt branch, intended for guests. Upon use, the cream was found to be off and had a distinct chemical taste, rendering it completely unusable.

When I returned the product the following morning, rather than receiving a straightforward refund as I would expect from any reputable retailer, I was subjected to an interrogation by not one but two supervisors. No immediate effort was made to verify the quality of the product. I was also asked to complete a register, which I declined, as I had done nothing wrong in requesting a refund for a faulty item. The entire process took over 20 minutes before I received my R60 refund — an outcome that should have taken minutes.

I must also note that this is not my first such experience at this store. On a previous occasion, I returned an undercooked in-store artisan loaf of bread and was refused a refund altogether, leaving the store without my money and without the product.

While I appreciate that procedures exist to manage returns, they must be app**** with dignity and common sense. Treating a loyal customer as though they are dishonest, over a R60 purchase well within its expiry date, is unacceptable.