Hi beginnerinscience,

Welcome to the IFSQN forums
It would be a good idea to cross-check the customer’s results against retained shelf life samples.
Most of the instances I have come across where there has been a problem with an individual customer has been the product has been abused in the chill chain or the customer’s refrigeration has been unsatisfactory. In fact, one company I previously worked for found that this could be such an issue that we used to carry out store audits to check refrigeration, operating practices and storage capacity*. This helped to significantly reduce complaint levels as our worst performing customers had refrigerators running at 20 °C (68 °F)!
* Storage capacity was checked because we found that some stores regularly order more product than they had chilled storage capacity so not all of the product was refrigerated all of the time.
Kind regards,
Tony
IFSQN Implementation Packages, helping sites achieve food safety certification since 2009:
IFSQN BRC, FSSC 22000, IFS, ISO 22000, SQF (Food, Packaging, Storage & Distribution) Implementation Packages - The Easy Way to Certification
Practical Internal Auditor Training for Food Operations - Live Webinar - Friday June 06, 2025 - Also immediately available via the previous webinar recording. Fantastic value at $97/per person, but don’t take our word for it, read the Customer Reviews here
Practical HACCP Training for Food Safety Teams - Available via the previous webinar recording.