Confirmation: No Returns at Farmer's Market
Decatur Metro | January 13, 2009 | 9:34 amIn case some of you didn’t see this comment from Deb yesterday, she inadvertently confirmed that YDFM is now strictly enforcing its new “All Sales Final” policy…even on stuff you cannot smell/taste/see before opening.
I purchased a gallon of organic milk on Friday. It was sour and had big chunks in it. I took it back the next day (with my receipt-I had spent nearly $80 the day before). The shelf on it was 1-17-09. I stood in the customer service area for about 15 minutes when a “punk” with a coach name tag showed up and pointed out the NO RETURNS on the receipt. I left the milk, my receipt. The Peachtree Ind Blvd Farmer’s MKT went under recently. These clowns need to discover customer service or they too could lose it all.
I will never again purchase any packaged item here. I have previously purchased sliced cheese that tasted like mold. I guess they don’t clean the blades too often.
Buyers Beware: on the bottom of the receipt it says NO RETURNS.
It is impossible to know if sealed items like milk are rotten.
You get what you pay for…and I guess those low prices also buy you some inflexible rules and really unsympathetic customer service.
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Thanks for the information. Chunky milk also calls into question quality control over there — so the problem goes much further than a no returns policy.
That store always seems a bit dodgy. I’m new to Decatur, so I haven’t yet made up my mind if it is worth the extra hassle to shop there on a regular basis.
I think you should’ve emptied the milk onto the floor right in front of the ‘coach’
A lot of the milk sold there is unhomogenized, so the “chunks” are not necessarily evidence of the milk being spoiled.
At any rate, this seems like a very dumb move by YDFM.
I’ve never had to return anything there before, but given the value on their overall products, and the fact that I spend thousands of dollars there a year, it doesn’t bother me that I can’t return a $3 gallon of milk on the rare occasion that there is a problem.
“A lot of the milk sold there is unhomogenized”
No personal attacks are allowed on this blog!
Robert: I am glad you said that. I would have done the same thing…or stood in the milk aisle for 10 minutes telling anyone who was shopping for milk that they would be better served to buy their milk somewhere else since they sold you spoiled milk and would not take it back.
Mary, I think you deserve better than that…
The fact that you spend thousands of dollars a year there means that the firm should appreciate your business to such an extent to permit a return on a defective product.
If it is a rare occurrence, that’s great, but why should you bear the loss for a firm’s defective product?
I’ve been going to Publix and Whole Foods lately. I just won’t darken the doorway of a firm that treats their customers with contempt…
Question. Is there a sign posted anywhere on entering the store that clearly states this policy? I don’t like this policy, but what seems particularly distasteful is the prospect of not finding this out until AFTER I have purchased my items, printed on the the bottom of my receipt.
One should not have to be bitten by this policy or patrol local blogs to be made aware of it. Furthermore, I don’t feel it is sufficient to post this in the checkout room. The place is a mad house, and not finding out until after dealing with the chaos would light me up pretty good.
If the policy is clearly posted, such that I can walk in, see it in big bold print and decide to take my business elsewhere, then so be it. I feel they are within their rights to install this policy, regardless of how asinine or short sighted it may be but anything short of this however, strikes me as deceptive.
That being said, I have personally had little trouble with their product and will continue to shop there until it becomes a bigger issue for me and my pocket book.
p.s. I have had issues with the milk and stopped buying it there long ago.
I’ve been shopping at YDFM since it was at Medlock and loved it (taking out-of-town visitors to show it off). But the funky off-flavor in the food, combined with the occasional spoiled food, means my shopping list gets smaller and smaller when I go. I no longer buy bread, sandwich meat, sliced cheese, pecans, milk or bakery goods at YDFM. That really only leaves the produce, selected dry goods and meat. Everything else… I make a special trip to Publix or Kroger. I wish, oh wish, that Trader Joe’s was closer.
Bill – They have amended the big signs over the check-out area to reflect the new policy. I haven’t noticed if it’s on the door signs or not.
I once returned $50 worth of stone crabs that were bad. They took them back no problem. That was a while ago.
I wish, oh wish, that Trader Joe’s was closer.
If your thing is pre-prepared, frozen foods, an extremely limited and poor quality produce and fresh meat department, then I can see why you might prefer Trader Joes.
Mary, don’t forget the barely potable 2 Buck Chuck.
Ooohh…a Trader Joe opposition emerges! A very interesting development in the endless “we need a Trader Joe’s” saga.
I really don’t understand why some people are so defensive of YDFM. Whenever legitmate customer service and quality issues come up on this blog, it seems some people take it personally and criticize the people with the gall to question anything about the place. weird.
Ummm…is the term Caveat Emptor familiar to anyone who shops at YDFM?
Perhaps a better business model would be “The Customer is Always Right”!!
There’s no sign that says you can’t test things to make sure it’s okay BEFORE you check out. I unpackage and test everything in-store to make sure it’s okay. I was buying fish for our rotary engine club fish boil two years ago. It was a lot of fish (36 lbs), and I wasn’t about to leave there without testing it first.
I went back into that aisle where they store the oils and granola bars and stuff, where there aren’t many people. I opened my bags of fish and give them a good whiff. It was clear they were not as fresh as they should be. I thought of bringing them back to the fish section, but by then there was quite a line. So I heaved them over behind the shelving in that aisle where nobody could see them, one by one.
That was 36 lbs of fairly large whole fish. And I’m rather certain they are still there, because every time I go back to YDFM, I can still smell them. It’s gotten to the point where I can’t stand the smell there anymore, and it seems to permeate everything I purchase. Now it seems like they are trying to mask the smell with some kind of heavy duty cleanser.. and it just makes the smell worse. I wish I’d made those fish a little easier to find.
But what I’m trying to get across is that you need to test things out in the store to make sure they are okay, especially now that they have this policy. If you are buying milk then by all means open it up, smell it and taste it to make sure it’s okay. If not, then quietly put it back, feed it to the live catfish, or hide it behind some wine bottles. But don’t pay for anything that you haven’t sampled first.
The only loser here is YDFM. For the millions of dollars they bring in, I doubt they would lose that much on returned items. Even to have to drive back over there to return it, THAT’S a hassle. At the very least they should have a return policy that conforms with other large retailers.
I am chuckling quietly in my cubicle reading your (imaginary?) anecdote, mc303. Well said…. and not a bad idea considering the new YDFM policy.
Listen up Mary!
We love Trader Joseph because we can get good stuff cheap for the 18 month old when we absolutely HAVE to give her something quick….
And BTW DEM….have you tried the new Charles Shaw Coastal Selection for $4.99? My wife and I got it and were pleasantly surprised. You should try it!
I grew up going to YDFM and we moved to our neighborhood partly because it was nearby. I am so sad because lately, it seems, the quality has been going down, and I think the change in return policy confirms it. I’m pretty sure that until recently you had a week to return items; then even more recently, only 24 hours, and now–suddenly–no returns. I am not even sure this is legal. Isn’t it fraud to sell food that has gone off? I will be checking with the Better Biz Bureau.
Recently, we had to return fish that was spoiled but managed to return it within the 24-hour period. Before that, I opened a bag of pecans ($4.50!) past the one-week return period and they were spoiled. YDFM would not accept them. The flowers seem half-dead now and many appear to be artificially dyed; they used to be far fresher and natural. The fish used to be fresher, I think. The pastries in the service area are more expensive and have been reduced in size (my son has an eagle eye for this!)
I used to accept the occasional spoiled item because items were returnable and because generally the quality and prices were very good and there were so many things I could find nowhere else. Now, I am not so sure. Generally, the meat and non-nitrate coldcuts are still very good and excellent value, as is much of the produce and drygoods but a “no return” policy is such a slap in the face that I find myself looking for other alternatives.
It is a shame that YDFM appears to care so little for its loyal customers.
I’ve had that problem before and been able to exchange the milk. Had you waited for a customer service rep, you may have been able to do the same. There are so many wonderful things about YDFM, I would hate for this one incident to cloud your view.
The YDFM is slowly going out of business. It is apparent by reading this thread that they are not able to compete.
The YDFM is slowly going out of business. It is apparent by reading this thread that they are not able to compete.
Are you out of your mind? That place does more business than any other food store, except maybe Wal-Mart, in the city.
No…I am not out of my mind.
It may have more shoppers, but its margins cannot compete with other stores. This is an undisputed fact. The grocery business is brutal. Whole Foods may make more money on one shopper than 10 shoppers at YDFM.
The majority of people who shop there appreciate the low price of the food, yet that does not help the owner of the business make more money. He is obviously having problems by initiating such rules. If you are doing well as a business, you do not initiate policies such as the one being discussed on this thread.
Would you? If you were doing well?
oh…and another note on how I know they are going to go under. I once saw a 4 pack of 120 Minute Dogfish Head priced at $3.50…..
It normally costs $12.50 at competently run stores.
Although I disagree with a lot of Mary’s defense of YDFM, I do agree that they’re not going out of business (judging by the checkout lines when I was there last weekend).
It is an interesting place to shop, but that doesn’t detract from the fact that some degree of customer service should be expected. In truth, if I buy milk and find that it’s bad when I get home I’m unlikely to drive three miles round-trip to return it, but I do expect to have the option. As another poster said, if it really comes down to it, I’m not sure legally if YDFM even has the right to enforce the policy on defective goods!
Everyone get a clue, I didn’t notice you posting before I sent mine. I personally still don’t think YDFM is on the ropes, but I do agree that long lines and lots of people isn’t necessarily confirmation of profitability.
Last week I called the GA Dept of Consumer Affairs (404-651-8600) to ask whether an “all sales final” policy was legal for grocery stores in GA and whether it covered defective items. They referred me to the GA Dept of Agriculture, Division(?) of Consumer Protection (404-656-4887); I talked to a Mr. Van Harris. I posed a hypothetical that exactly matches the current posting–milk that was still “good” by code date but was spoiled upon opening at home immediately after purchase. He said that the store would not be required to take the milk back or to give me a new carton. However, he said that if the consumer called the Dept of Ag, they would go and check out the store’s refrigeration. He also recommended that dissatisfied consumers could file a complaint with the Better Business Bureau and the Federal Trade Commission.
Interestingly, YDFM has an “unsatisfactory” rating from the BBB due to unresolved complaints. Having “grown up” in the grocery business, (my family owned a small supermarket), I find YDFM’s new “all sales final” policy indefensible for defective products. However, I can also say that I’ve shopped at YDFM for 7+ years, have not personally encountered spoiled product, and enjoy the variety of items offered there.
So where should I buy my produce and meat now? Kroger has a very limited hormone-free meat selection and I do buy that more often now, but is there anywhere else competitive? And for produce? I think Kroger’s organic produce is generally lacking.
CSD Mom – Publix private label is rBST free (no added growth hormones!) and their greenwise is organic and wonderful – lots of choice to buy produce and meat available…
(Private label = their own brand label)
YDFM is privately held (as far as I know, the owner’s name has been mentioned here) so there’s no way to know for sure how they’re doing financially unless you have inside scoop. But it seems reasonable to assume they’re not doing all that well, given the current economic situation and the recent increase in their “burn the furniture” mentality in prioritizing cost savings (e.g., no returns) over customer service (and associated customer goodwill and future spend). Every time I go in that place I think about what a challenge it must be to manage it. One pound of spoiled halibut probably costs the business more than what’s earned on $200 worth of groceries sold. Anyhow, here’s an excerpt from Whole Foods’ recent earnings call highlighting the current economic impact on the grocery industry:
These are challenging economic times and Whole Foods Market is not immune to the country’s economic issues. U.S. retail sales declined in September, the third consecutive monthly decline and the first such consecutive three-month decline in more than a decade. We believe our core customers remain committed to Whole Foods; however, the unrelenting negative economic news appears to be shifting buying behavior to making fewer trips and to making more value conscious decisions. For comparable stores, our transaction count declined approximately 1.5 percent and average basket size increased approximately two percent in the quarter.
I purchase dry roasted salted cashews regularly at YDFM. Every once in a while they taste a little off. The last batch tasted like cheese.
LH, have you tried Greene’s for your nuts?
I agree that just because a place is bustling, doesn’t mean that it’s doing at all well, particularly when the margins simply aren’t there. I’ve supported numerous very popular restaurants that have often closed with no warning to employees overnight. As a privately owned entity, YDFM could do the same anytime. I understand that Robert Blazer has been seen openly expressing concern for his financial situation due to severe personal losses in the stock market. There’s no way of really knowing how much money still remains, of course. Wonder what Harry is up to these days…?
Greens nuts rule.
Some time ago I brought back some moldy ricotta cheese. I didn’t have my receipt, but since I had also previously bought spoiled milk, I thought I’d be a good customer and alert them that something might be awry with their refridgeration unit. I wasn’t really looking for a refund, but I was rendered speechless when a manager accused me of being some sort of spy sent by a competitor to sabotage them!!! With that mentality, I think there’s little hope for any changes in customer service attitudes. It’s a shame, really, because Decatur really benefits from having such a unique market. I hate seeing it go downhill.
I stopped buying dairy from there about a year ago after multiple cartons of spoiled half & half and bad milk.
Carl – Harry moved to Montana a while back and, according to LinkedIn is the Managing Partner for Glacier Audio (Glacier Audio handles the world wide sales, marketing and distribution for Gilmore Audio products) and has founded a non-profit organization (http://www.walkinginbeauty.org/). I wonder how often he and Robert communicate.
If you do still go to Your Dekalb Farmers Market don’t use the ATM.
A friend of mine had her debit card number and pin stolen by a “skimming” device there at the end of last year…
But YDFM is GO GREAT! It is so UNIQUE! It is so cosmopolitan! Who cares about customer service and spoiled non-returnable products when you can bumper shop, and be all…you know….organic and earthy.
Complainers…sheesh
Okay, it occurred to me this weekend that someone on here posted that they don’t go to FM on the weekends. In fact, maybe many of you go during the week. I ONLY go on Sundays because it’s just my long-standing tradition to go grocery shopping on Sundays and I don’t have time during the week, and I have not had the same sort of “odor” and spoilage problems that many of you have had. I still have the bag policy issue which is a real pet peeve (I hide my bags in my purse or under my coat when I go in), but perhaps the stock moves a lot faster on the weekends and so I haven’t seen (or smelled) the problems you guys are having?
Not that going on Sunday is any fun. I really dread it. It’s so crowded.
Oh, and not that I’m defending their ridiculous policies and awful customer service. Just saying…if you still want to get your food from them, like I do, then go on Sunday.
What a relief that other people in Atlanta are questioning YDFM. Here’s what I posted on another Atlanta blog recently:
“I feel as though one is not supposed to say anything negative about YDFM. Friends of mine who recommended it to me when I moved back to Atlanta last year spoke of it as a sort of Holy Grail. And indeed, it has a fantastic selection and the produce is very fresh and very cheap.
“But I think in exchange for cheap and fresh, you have to give up certain rights. There are no returns, for example. A friend realized at his car that he had forgotten eggs that he had PAID for already on the counter and when he went back literally two minutes later, they said we can’t help you (no refund, no new carton of eggs, no original carton of eggs — just go away).
“And recently they refused to charge me a particular price even though it was written on a big sign, saying simply they had already changed the price in the computer and I was out of luck. No ’sorry,’ no okay we’ll let this through but just so you know it’s the wrong price, not even a ‘really really sorry but we can’t change it.’ Just STFU and accept it.”
It’s interesting to hear conflicting reports on the health of the business. The produce prices are very very low. The prices for cheese and wine are also reasonable. As much as I detest the store’s total lack of customer service — not poor, not subpar, completely LACKING — I think it may be unique here in Atlanta. The old Harry’s Farmers Market in Marietta is similar in many ways, but I think it has Whole Foods pricing, rather than YDFM pricing, which means I do limited shopping there.
Anyway, great to see so many people are watching this issue.