ASDA The customer is always wrong

ShaneUK

Davey2009 wrote: »

maybe their mystery shoppers could monitor all the staff & not just the checkouts ?

Perhaps they do!

However from my understanding of mystery shopping, a lot of the time, finding the "bad apples in the bunch" can be a stroke of luck!

mum2one

tandraig wrote: »

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!

Never thought of that - did the trick 2yrs ago when we had an issue in Rhyl when my dd who was then 4yrs old - was told she was a security risk in an amusement arcade - she was wearing a hooded cardigan! x

mum2one

ShaneUK wrote: »

Perhaps they do!

However from my understanding of mystery shopping, a lot of the time, finding the "bad apples in the bunch" can be a stroke of luck!

From experience (for my sins) I've done a couple of Asda m-shops, (they may of changed the brief since then), but u had to ask 7 different departments questions, attempt to track down staff in George department - near miracle- plus ask questions at till.

Basically your instore for 1 to 1 1/2hrs, then online report- another 45 mins, for £10....

By the time you play hunt the staff it was appealing, that wasn't at Blackpool store, my local, I've done 4 of those visits, gave up - surely I couldn't of been the only mystery shopper to notice the situation. x

System

Probably just as well they didn't send you vouchers as it would appear you wouldn't ba able to use them.

if i were you i wouldn't bother with ASDA again

daveg72

I've had nothing but bad experiences with ASDA and dont shop with them anymore. The straw that broke the camels back was not turning up with a home delivery last Christmas Eve. I phoned to complain, they brushed it off. Friend was overcharged £80.xx on a loaf of bread, etc etc etc

Vote with your feet.

Doesnt surprise me that it was the Tunstall store that OP's problem happened in.

mum2one

I only use Asda once in a blue moon, its futher to Tesco, but a lot better, we had an incident a yr or so ago, with the instore pharmacy, they dispensed me the wrong prescription, I'm allergic to pencillian, - thats what they gave me, I'm a Miss, the bottle was for a Mr... we pulled our service well away, it was all reported xx

Davey2009

Hi, thanks for your posts it all makes interesting reading - to be honest we have always enjoyed shopping in Asda keen prices in the main pleasant checkout staff who even smile & make eye contact but like the old saying "one bad apple"

I was determined to sort this matter & rang their HQ customer services, this is what happened next.

The customer complaint number Id been given didn't seem to exist but the man was very understanding he was baffled about the reply I'd received & promised to ring me back today .
No phone call by midday so I rang HQ "Joe" was busy could he help - no I didnt want to explain it again, eventually Joe explained it had been very busy he would call me between 2.30pm to 3pm well as near to 2.30pm as he could......OK I left home then returned 2.40pm checked the phone no calls & 4pm nothing I rang them again only Joe is busy - can I help, no I dont want to explain it all again OK so whats your Postcode....hmm that doesnt seem to exist......Joes still busy OK I explained to him - I'll contact the store he said & let me call you back.
No I'd rather hold on if you dont mind..........Hello a female voice said - hello who is that I replied - Tunstall Asda .....OK right I explained again & got put through to a manager who knew nothing about this case Ill call you back straight away & rather suprisingly Customer services did - whats the problem?
I explained & yes she agreed I had not been treated well, there was no ban the staff member I wanted to complain about would be spoken to & due to all the mix ups there would be a Gift token card left for us at customer services.......

Thankyou Asda finally it seems like the situation has been resolved.

Or has it ?

lillykins27

i totally agree it think what asda gain in low prices they cut in customer service and even if you complain to head office they dont give a S**T. i took my newborn baby into a changing room so i could feed her, it had a seperate feeding area in which to breastfeed, i was in there approx 10 mins when a cleaner comes in, does not call out or check as to see if anybody is in the cubicle first, then decides to spray air freshner not alone in the room but over the cubicle door without even looking. not only did i get a gob full of airfreshner so did my baby. i went out and complained to the manager of the store(peterborough) she then told me that she would 'have a word' with her cleaning staff! finding that unaceptable my husband then wrote a complaint to head office stating what happened and what the manager had said..the reply i got back was had my daughter suffered any real damage then they would bother to do something!:mad: there customer service is a shambless they dont care as long they keep there prices low ppl will continue to shop with them!

avinabacca

shelly2jn wrote: »

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.

Damn straight! :T

JEWISHPRINCESS

Don't mean to hijack the thread but I feel I have to share what happened to me in Morrisons a few days ago.

When I had finished grocery shopping I went and got some petrol from their forecourt. I paid for it using my Maestro card and got my Miles card swiped. As I was going into my car the woman who had served me screamed over the tannoy "Stop that lady. Stop that lady!". I looked round, saw everyone staring at me and went back into the forecourt shop.

My three children were in the back of the car and didn't know what to think. Nor did I as I knew I had paid for the petrol. There was a large queue in the shop so I had to wait to see what all the fuss was about. At no point was I invited to come to the front of the queue for an explanation.

Eventually I reached the end only to be told by the cashier that she had made a mistake and that I had actually paid. I told her I wished she had told me this before, rather than having me stand in a lengthy queue and shout over a tannoy for people to stop me as it caused me deep embarassment.

There was no apology or anything, just a shrug of the shoulders. I told her I wasn';t happy and asked for the head office address only to be told there wasn't one. I said I didn't suppose she had a name either and she said "look lady just get out. I don't have to give you my name. I thought you hadn't paid" I couldn't believe her reaction and told her I was disgusted by her only to be told to "fu** off". She mouthed it to me. When I said how dare you swear at me she told me to get out and that I was the one swearing and it would all be on camera. At no point did I swear or shout at her. Next thing the assistant who had been emptying the bins on the forecourt came in and I told him what had happened only to be told by him "that I had better go".

I went back to my car and burst into tears as I was just so shocked at what had happened. I have had terrible anxiety and post natal depression since my little daughter was born and this is the last thing I needed. Tbh I just feel it has shattered the little bit of confidence I had.

I then collected my husband from work and told him what happened. We drove back to the store and he went and complained to the duty manager. When we drove past the petrol station the assistants wewre straining at the window to see if we were going into the store to complain.

The Manager said he would check the CCTV and get back to us but as it can take up to 72 hours to retrieve (it is all computerised) we are still waiting.

I'm just in shock by it all and not sure whether or not I should bother complaining to their head office.