At my local branch of one of the large chains, I found the wrong sort of cereal in the 'Free From' section. It was labelled on the shelf as being a gluten-free item but what they had put there was a different item from the same manufacturer which was not gluten-free. I told a member of staff who said that they would so something about it.
A couple of days later I went back and it was still there - so I told another member of staff who also said they would sort it.
I went back a couple of days alter and it was still there so I gave feedback using the online form on their website. Their response was:
"I'm very sorry that on your recent visits to your local store you've seen the Eat Natural Crunchy Breakfast With Nuts in the Free From section when it isn't gluten free. I understand how frustrating that must've been; especially as you've raised this issue with the store previously.
"In the 'Free From' section; some items that are sold there may not be free from everything. With regards to this particular product; it’s free from artificial colours, flavours and preservatives. However, I've logged this on our Internal Feedback System whereby we can monitor to see if any similar issues arise as we take this very seriously."
So now, apparently, they think they can just put anything that is free from "artificial colours, flavours and preservatives" in the 'Free From' section and that's OK. Rather than say "whoops, sorry, training issue" they come up with half-baked excuse. It's nice to know what they really think of their customers. God help us if this is what they mean by taking it seriously.