Tesco shelf stacking error in free from section

numee28

Hi guys im hoping for a little bit of help and feedback on what you think you would do regarding a purchase my partner made on my behalf yesterday in Tesco.
I don't eat wheat or gluten and have just got out of hospital having had a serious infection in my transplanted kidney. Having come out of hospital i am very weak on my regular medications and on antibiotics which are making my stomach feel awful so thought it would be an idea to get something quick and light i could eat in bed before taking my medication if i didnt feel up to getting out of bed once my partner had gone back to work this morning. So at about 3.30pm yesterday (Sunday 15th September 2013) i asked my partner if he would nip to Tesco and pick up some gluten and wheat free cookies. He quickly dashed off knowing they shut at 4pm and once in the store he rang me to ask which flavour i prefferred. He mentioned stem ginger and i said yes they will do having had them before. Once he returned i had come down stairs and looked at the box. My first thought was the picture on the box had changed but went on to open the cookies, i got to the point where the biscuit was in my mouth and something made me take a closer look at the box. These cookies were actually Tesco finest All Butter Stem Ginger Cookies but they were not gluten and wheat free. The box is the same size, very similar in visual design, the cookies inside look, and smell the same as the gluten free ones.
Due to the store being closed we had to wait until this morning to go back to the store. We wrote a note explaining the implications of what could have happened had my partner just taken a couple of cookies out of the packet and bought them up to me in bed. My partner went straight to the shelf where he had got them from and took a photograph showing several boxes of the wrong biscuits and then spoke to a member of staff asking her to pass on the note to a manager and explaining the problem with the items on the shelf.
Appologies for the long winded story but im wanting to know what outcome and actions would you expect from Tesco regarding this error as it could have had serious implications on my health and anyone elses health who could have bought them.
I have tried to search for similar issues but have not found anything relevant. No one as yet has contacted us. Thank you in Advance

Storck

Not sure you will get much, I think the response will be on the lines of sorry but the customer should check what they are purchasing is suitable.

Buzby

Whilst any medical necessity it unfortunate, it will always be up to the individual to ensure the product meets their natural and medical requirements.

You have not identified any shortcoming by Tesco - similar products share similar but identifiable packaging. For example lactose free milk is still in cartons, you still need to read the labelling. If it was poured into a jug, how would you know? Your partner needs to be more clued up - that is not Tesco's job.

I would expect Tesco to make soothing noises - but ultimately what do you realistically expect them to do? As long as the product is wholesome and sanitary their responsibility ends. Your requirements are specialist, so you either shop at a pecialist supplier, or take greater care if not.

As an aside, Tesco also sell Booze and Ciggies, all known to cause health issues when used in excess, but they are not required to restrict supply of goods that clearly will cause other issues - the onus remains with the purchaser - and no different to your concern.

itch_for_a_glitch

What made you think they were wheat and gluten free ?

Storck

Buzby - I think the point is they were on the shelf in the Free From Section where only products from the Free From Range should be.

numee28

they where on the shelf which is in the free from section along side the other flavours of cookies that were free from wheat and gluten. I believe someone has stacked the shelf with the cookies thinking they were the gluten and wheat free ones as the boxes etc are so similar in design

jacques_chirac

numee28 wrote: »

they where on the shelf which is in the free from section along side the other flavours of cookies that were free from wheat and gluten. I believe someone has stacked the shelf with the cookies thinking they were the gluten and wheat free ones as the boxes etc are so similar in design

Someone made a mistake, as you say the packaging was very similar. I'm sure the store will rectify it now they are aware.

Were you wanting something else?

ThumbRemote

I would contact Tesco head office and make them aware that the packaging is so similar it causes problems. They might take the customer feedback on board and make the 'free from' logo more obvious, or some other change to help prevent this sort of error. They might also send you some vouchers.

numee28

i was just wondering what people thought as im a little all over the place this is the first time this sort of thing has happened to me where i have felt vulnerable due to this weeks illness and it just shook me a little thinking that i could have so easily been ill again due to a cookie and blamed it on my infection or meds by mistake. I just wanted views of other level headed people :O)

Storck

Think you are in the wrong place for level headed.

numee28

lol Storck i was hoping