My mother is 86, partially sighted yet still independent. Last week she bought a small box of breakfast pastries from her local Asda in Ellesmere Port. She ate one and felt something sharp in her mouth, which she was shocked to find was a drawing pin. Imagine if had she bitten into it or even worse, swallowed it?
At the branch, customer services offered a £5 voucher, which she considered derisory. She asked to see the manager who confirmed that that was what was being offered but added £1 for the cost of the box of pastries. The manager’s excuse was that the pastries were baked elsewhere.
I emailed Asda’s chief executive, Andy Clarke, to express our horror that his staff could take such a cavalier attitude. We also want an explanation of how this item could have fallen into the dough at the bakery.
Since the incident she has a painful mouth infection and feels disappointed by the way she was treated. She asks me every day if I have heard back. I don’t expect to hear from Mr Clarke, but I have also written a letter to the food and hygiene department of Cheshire West and Chester council. What further steps should I take?
MD, London, SW11
Food businesses – both retailers and producers – are subject to strict laws on food safety. Food and drink “must not be injurious to health” and shoppers should expect all food purchased from both supermarkets and independent shops to be fit for consumption.
But sometimes things do slip through the net, and you could be injured or become ill as a result. We have all read of shoppers finding everything from bugs and insects to bits of glass and plastic, bones or mould.
Anyone in a similar position should keep the food and the item, along with any packaging and the receipt, and take a photograph as evidence. Your first port of call should, as in your mother’s case, be the retailer that sold the item.
You were right to report the matter to your local trading standards, which would be responsible for launching an investigation into what happened and taking the bakery to court if necessary. However, when we contacted Asda, your complaint was fast-tracked to the executive team, which contacted you immediately. It said it hadn’t received your email as it went to an incorrect address. An Asda spokesperson said: “We are sorry for any upset caused and are investigating this with our suppliers. We will be in touch soon following the outcome.” We’ll keep readers updated.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
