ASDA complaint.......

Pound

Puzzcat wrote: »

Although obviously in this case the OP had a problem with the staff.. they are all lovely early in the mornings...!

I got to Asda about 7am which was presumably shift handover. I was overcharged on something so I spoke to the woman on customer services. She then asked another employee if he could check it for me because she wasn't allowed to leave the desk unattended.

After I showed him the item which had a promotion label he took me back to the CS desk which was then unattended (even though this desk couldn't be left unattended). Me and the chap that checked the item stood there for 10 minutes waiting for someone to turn up. Eventually another lady turned up who then remarked that she was in the middle of her cup of tea!

So, not so good service if you get there too early, it seems like Asda staff are half asleep at that time.

Helix

Pound wrote: »

I got to Asda about 7am which was presumably shift handover. I was overcharged on something so I spoke to the woman on customer services. She then asked another employee if he could check it for me because she wasn't allowed to leave the desk unattended.

After I showed him the item which had a promotion label he took me back to the CS desk which was then unattended (even though this desk couldn't be left unattended). Me and the chap that checked the item stood there for 10 minutes waiting for someone to turn up. Eventually another lady turned up who then remarked that she was in the middle of her cup of tea!

So, not so good service if you get there too early, it seems like Asda staff are half asleep at that time.

Your lucky there was actually someone there, the ASDA near me is terrible in the mornings. Customer services doesn't even open until 8am. They only ever have 2 tills open despite having long queues and they just have a checkout supervisor that just sits there and watches the queues build up. She's obviously not very smart as she could have 1 person on self serve which would give 8 tills and 1 on a normal checkout, but its always 2 on a normal checkout and the queues are ridiculous.

lindyloulou

OP could you please confirm that both of the products you purchased were displayed in the same promotional area because in my Asda they are displayed in different areas. I would assume when shopping the offers are for any two of the turkey products which are displayed together and for any two of the burger products which are displayed together. If they have a mix and match between different products they are normally all displayed together on an end. If I am unclear about any offer I just ask a member of staff to check the offer for me whatever shop I am in.
I do not recall Asda ever using the words "ANY RAW" on their promotions, can you also confirm that these words are used on the products you purchased.

Takoda

NGlady wrote: »

In customer service, I was always tought the difference between empathy and sympathy. Empathy being the correct stance to take in customer service "Sorry to hear that sir, please allow me to rectify this for you" would therefore be "Im sorry sir" or "Yes sir thats really bad" you need to let a customer feel he is in control but in reality you are in control of this situation and he isnt going to be able to walk over you. I worked for an internet companies retention team and some of the complaints we had though, was petty rediculous to save the least, we had one customer who had rang loads of chat lines premium rate and rang up to ask if he could have some money off his bill?! "Unfortunatly sir we couldnt do this" "Well ill make a complaint then" hrm?! If someone has had a right nightmare over a situation they want someone to a)take responsibilty for fixing it b) sort the problem out c) do a really good job of pretending they care that it went wrong in the first place.

Most companies seem unable to manage this through poor training or the attitude that for every one customer who leaves there will be another to replace them!

Its quite odd what u said about KFC. Not really. In my student days, I did a short stance at KFC, let due to having too much studying to do. But we was always tought to offer an apology and replace the food. They replaced it alright - just spat in it before they gave it to me!

I think it does vary company to company what they require from their staff.... I would've thought ALL restaurants would require that their staff not spit into customer's food because they are cross at having to replace a product! But there you go... that's why I have not eaten there since.

But OP this is MEAT lets not take this out of prospective.

No she's upset at the way she was treated. I can sympathise with that but do not agree with her naming of the staff member and store involved.

Rosemary7391

vyle wrote: »

As for asda, the one near me has positively awful signage. I still have no idea what a "Peps regmu" is, but it cost £1.47. It looks like the merchandising department decided to play pass the parcel and put the tickets wherever they were when the music stopped.

Might 'peps regmu' be an abbreviation for 'Pepsi Regular mu'? It looks like the abbreviation used at Sainsbury's. An mu is a big roll pallet, often used for displaying bottles of fizzy drink or milk.

As to the thread, there are lots of possible explanations. Sometimes advertising is unclear, however in my experience its more often misread, or a previous customer wanders past, decides that the offer is better than whatever they have in their basket and just abandon the wrong product behind the sign. Only someone in that particular store that day could really say though, and the benefit of the doubt should really be given in these kind of cases just for the sake of good customer service!

custardy

Rosemary7391 wrote: »

Might 'peps regmu' be an abbreviation for 'Pepsi Regular mu'? It looks like the abbreviation used at Sainsbury's. An mu is a big roll pallet, often used for displaying bottles of fizzy drink or milk.

As to the thread, there are lots of possible explanations. Sometimes advertising is unclear, however in my experience its more often misread, or a previous customer wanders past, decides that the offer is better than whatever they have in their basket and just abandon the wrong product behind the sign. Only someone in that particular store that day could really say though, and the benefit of the doubt should really be given in these kind of cases just for the sake of good customer service!

exactly,ive only really fell foul of this once
bought 4 items in Morrisons on a BOGOF
got to the till and this old witch starts tearing shreds off me,as it was 2 per customer max
now if there was a sign saying it then i didnt see it
itwas a fridge on the end of the row,so it was only this item in the chiller
I wasnt fussed and was happy to take 2 but she just kept going on.so i just left the whole shopping on the conveyor and went elsewhere

jennieshrew

vyle wrote: »

Interesting note about the customer services training I've received is to never say sorry.

I wont disagree with John Lewis :rotfl: They are the best. It doesnt surprise me that they have such an advanced customer service philosophy.

The McDonalds approach works well with 99p burgers but im sure there are better ways of doing things.

Not all mcdonalds are good as they do tend to employ a lot of thickos and it depends how good the manager of the store is but I was impressed with the policy the company had and it always seemed to make my customers happy.

toniq

jennieshrew wrote: »

Not all mcdonalds are good as they do tend to employ a lot of thickos and it depends how good the manager of the store is but I was impressed with the policy the company had and it always seemed to make my customers happy.

These "Thickos" as you call them, have got off their backsides and done a hectic job which most would turn the nose up at.

Suprisingly most of Mc'ds staff are gap year students, between Alevels and Uni or working to fund their further studies, Hubby is a consultant and Mc'ds is one of his major clients, hence i know this.

jennieshrew

toniq wrote: »

These "Thickos" as you call them, have got off their backsides and done a hectic job which most would turn the nose up at.

Suprisingly most of Mc'ds staff are gap year students, between Alevels and Uni or working to fund their further studies, Hubby is a consultant and Mc'ds is one of his major clients, hence i know this.

Yes I know. I was a student when I worked there......

vyle

toniq wrote: »

These "Thickos" as you call them, have got off their backsides and done a hectic job which most would turn the nose up at.

Suprisingly most of Mc'ds staff are gap year students, between Alevels and Uni or working to fund their further studies, Hubby is a consultant and Mc'ds is one of his major clients, hence i know this.

Funny thing about McDs where I am is that when they started to offer NVQs, they managed to offend a lot of the staff there.

Being that I work in a big uni town where a lot of opportunities are only open to those whose dads did the accounts for the Dean (a real old boy's club kinda place), there were a lot of unemployed people with PHDs and masters' degrees.

So in McDs, over half the workforce were ultra overqualified and when these people came in offering NVQ lvl 2s in retail so that the staff had "better prospects" they were laughed out of the building.

Granted, when you gaze beyond the counter to the kitchen, most of the staff seem glazed over and robotic, but it's such a hot, hectic, repetitive job that I think even Stephn Fry would tune out and lose a few IQ points just to make it bearable.