ASDA The customer is always wrong

tallyhoh

Dont bother making a complaint to Asda, they wont bother replying. They are well known for lack of response, even to fairly serious complaints.

tandraig

cant believe the response to OP - its a legitimate complaint. when i worked for somerfield willkies etc. you DIDNT expect customers to move for you. but sadly - standards have slipped in last couple of years and i have been told (rudely sometimes) to move so staff can stack shelves etc. i was embarassed once as a shelf stacker who HAD to move an item to repeatedly ask a customer to move only to notice they had hearing aid (obviously not switched on) and felt terrible. its in my humble opinion the customers right to move freely around the store and if items need to be removed or shelved the staff should wait politely until customer moves away. perhaps i am old fashioned and should expect to be shoved out of way?

23rdspiral

i've had one customer service issue with ASDA recently, and my comment in store was not wanted. so i telephoned (1 week and 200 miles away due to holiday). it wasnt a huge complaint, more an extreeme annoyance. and much to my surprise, a 5quid apology came in the post a few days later. so i'm happy to recomend asda again. yes, it appears i can be bought.

shelly2jn

Respect is a two way street. I'm tired of being treated badly by customers when I'm doing my level best to help them. I'm tired of being sworn at, having my intelligence insulted etc etc. I've also been physcially assaulted by customers who think it's their god given right to treat shop workers with disdain. I'm not condoning what happened to the op but I do think that the vast majority of customers should open their eyes and see that there actually is a person inside the unform not just a retail robot.

MothballsWallet

The retail robot is usually the manager who sits out of the way having their nice cup of tea and biscuits and saying "not my job" when the floor staff need their help.

mum2one

I have recieved a reply from Asda...

Dear xxxx

Thank you for contacting me.

I'm sorry to hear you are unhappy with the service you received from the colleague at the checkout when you advised your shopping needed to be put through in two separate transactions at the Blackpool store, I can imagine how disappointing this is for you.

At ASDA we pride ourselves in giving world class service and making our customer's shopping trips as trouble free as possible and I'm sorry this didn't happen on this occasion.

We believe completely in equal opportunities for everyone. None of our customers, colleagues or job applicants will ever be treated less favourably because of their sex, marital status, sexual orientation, disability, race, religion, colour, nationality, ethnic origin or age. So all of our conditions, requirements or practices will always be ones which can be proven to be fair to everybody.

However, I understand the way you were spoken to wasn't friendly or polite. I'm also concerned that as a result of this, you've decided not to shop with us again. We really don't want to lose your custom as a result of this.

I've now passed your complaint onto the store management team so they are aware of your complaint and can prevent this from happening in the future. All colleagues at the store will be spoken too & re-briefed on policies, procedures and the importance of delivering legendary customer service as customers are the most important part of our business.

Your custom and loyalty are greatly valued and we would not want to lose them. I hope our actions may help to restore your faith in our products and services and that we can look forward to serving you in the future.

Thanks again for contacting ASDA.

Please do not reply to this email. This is not a monitored inbox and you may not receive a reply. In order to receive a quick response, please contact us using this link, http://www.about-asda.com/contact-us.asp. Could you please quote the reference number which is in the 'subject field.'. This will help us to deal with your response quickly and efficiently.

Kind Regards
xxxx
ASDA Service Team

wizk1

No moolah then?

Davey2009

Firstly I would like to make it 100% clear we were not banned from the store, Im not sure if my original message could be mis-interpreted, its posted at the beginning of this thread - anyway here is the reply received from Asda today


"Thank you for contacting us about your ban from our Tunstall store.

While we welcome all customers into our stores, we do have the right to refuse entry to anyone for any reason. We never take the decision to ban a customer from our stores lightly, and we'll always look for a different solution first. That said, any ban is made with the full support of the general store manager. He and his colleagues know the circumstances of the banning order and so his decision is final.

I'm afraid this means we won't be overruling your local store's decision, and the ban will still stand"



So I'll let you money expert readers make your own conclusions - have they mixed things up - or is it really the case that if you complain about the service or any rude member of staff you will then face being banned from their stores.

mum2one

Davey2009 wrote: »

Firstly I would like to make it 100% clear we were not banned from the store, Im not sure if my original message could be mis-interpreted, its posted at the beginning of this thread - anyway here is the reply received from Asda today


"Thank you for contacting us about your ban from our Tunstall store.

While we welcome all customers into our stores, we do have the right to refuse entry to anyone for any reason. We never take the decision to ban a customer from our stores lightly, and we'll always look for a different solution first. That said, any ban is made with the full support of the general store manager. He and his colleagues know the circumstances of the banning order and so his decision is final.

I'm afraid this means we won't be overruling your local store's decision, and the ban will still stand"



So I'll let you money expert readers make your own conclusions - have they mixed things up - or is it really the case that if you complain about the service or any rude member of staff you will then face being banned from their stores.

Its unbelievable, I'm sure they read what they want in the emails, its almost as thou lets believe the store, one customer doesn't really matter.

In my case my initial problem was brought to the attention to the duty manager and the customer services manager, yet head office refer it back to them, I've come to the impression its if you complain your in the wrong, almost as thou how dare you.

To an extent my issue was with a store in Blackpool, while we on holiday, to them it doesn't matter as I'm an holiday shopper!!

Good luck, def consider pursueing the matter,

tandraig

tbh - to asda - one customer lost doesnt really matter. take it to the press and get them involved............may be another story! tbh I dont normally shop at asda - dont like the prices or quality but not everyone has options. see what a local paper has to say - they may run it!