Complaint letter help

mrsyorkie

I decided on going to asda last night instead of morrisons and i really wish we hadn't bothered.

My lovely husband nearly gave me a heart attack by offering to cook me a nice meal. So we bought amongst other things pork fillet steak and of course a nice bottle of wine to go with it.

We got home and took the fillet steak out of the packaging and it stank! it really smelt rancid. I looked on the packaging and the sell by date was that day, but this smelt at least a week out of date. it put us off eating and fuming, i took it all the way back to asda (about 5 miles).

I went to the customer service desk and whilst i was explaining about it, another member of staff just came up and interupted me mid-flow, without an excuse me or anything and started gossiping to the girl i was trying to talk to. Eventually she went away (with me just stood there like a lemon) and i had to repeat my complaint. She offered me another one or double my money back. obviously i took the money. She also gave me a £10 gift card for my efforts, but she offered no apology and didn't look like she cared...

when i tried to explain that someone could have got violently ill if they had ate it, she again wasn't bothered. I suggested to her that it was at least out of date and said that you can smell it and that they could do with checking all the others on the shelves. again, she didn't look bothered. She filled in a form about my complaint which i felt her words minimised it and i really am not happy.

I want to take my complaint further, but i'm rubbish with wording letter and i was wondering if someone could help? i've looked on microsoft templates, but there isn't anything really that is suitable. Please can someone help me?

P.s. if this is in the wrong forum i'm sorry, but i didn't know where else to put it.

djl

i`ve had problems with Asda in the past I allways phone its easy that way just ask for a manager at customer services. i got £150.00 in compo before

mrsyorkie

£150? what for?

Since i've been to service desk at the store, i thought i'd write to the head office and suggest they should check their traceability records, but i just don't how to bloomin word it!

AnnieH

Just say what you've put in here. It's perfectly easy to inderstand what has gone off from your post, so there should be no misunderstanding.

Good luck - let us know how you get on

djl

mrsyorkie wrote:

£150? what for?

Since i've been to service desk at the store, i thought i'd write to the head office and suggest they should check their traceability records, but i just don't how to bloomin word it!

hi

well cutting a long story short it was glass in curry the store mucked up the duty manager !!!!!! me off and so did customer services (by calling me by my first name :mad: ) so in the end as allways with asda it was pay up or i`ll shop at tescos

mrsyorkie

Well so you should have got the compensation.

Right, here is my finallised letter. Please can you let me know if it is ok, or if you can suggest some changes. I'm rubbish at writing letters and tend to drone on a bit (a bit like my posts really)

To Whom It May Concern:

I am a regular Asda customer and last night (20th September 2006), my husband and I decided on visiting your Asda store on the Middlebrook Retail Park, Horwich, Lancashire, as he wanted to cook me a nice meal for a special occasion and we bought amongst other things, your pork fillet steak.

We arrived home and my husband took the fillet steak out of the packaging to cook and although it looked ok, it smelt rancid. I looked on the packaging and the sell by date was that day, but this smelt as if it was at least a week out of date. It put us off eating, which upset us because as mentioned above, it was for a special occasion. I proceeded to take the meat all the way back to your store, the journey for which is approximately 10 miles for a round trip and I had to open the car windows because the smell was that bad.

I went to the customer service desk and whilst I was explaining the situation to the assistant, another member of staff forgot her manners and just came up and interrupted me in mid-flow, without an “excuse me” or anything and began talking to the same assistant I was trying to talk to. Eventually she went away without apologising for interrupting me and I had to repeat my complaint.

The assistant offered me either a replacement pork fillet steak or a refund. I opted for a refund as by that time I was beginning to feel ill with the smell of the meat and it put my off taking a replacement one and also from ever buying any meat produce, or in fact any supposedly fresh produce, from your store ever again. The assistant also gave me a £10 gift card for my efforts, but she offered no apology and she didn't look like she cared...

When I tried to explain to her that we would have been violently ill if we had eaten it, she again gave the impression that she didn’t care. I suggested to her that it was at least a week out of date and the labelling must be wrong and I also suggested that they need to check all the other pork fillet steak’s on the shelves in case of the same problem. Again, the assistant didn't look as if she cared and although she did say that she would ask someone to check them, she did not do so whilst I was present.

Due to the seriousness of my concerns, I informed the assistant that I wished to take my complaint further and she then filled in a complaint form, but I felt her words minimised my concerns. Although I told her this, she did not offer to re-write the form. I feel that if an elderly person or a young child had eaten the meat they would have been admitted to hospital with severe food poisoning and I suggest that if you haven’t already checked your traceability records, you do so before this happens as the sell by date on your product was definitely wrong and I fear the other pork fillet steak’s will be as well.

Can I also suggest that you work to improve the standard of customer service skills of not only your customer service assistants, but also other members of staff as well, as I feel that the staff member who interrupted my conversation was ill mannered, rude and showed a blatant lack of respect. As a company as renowned and as big as yourselves, I really did expect better.

I trust you will investigate this matter and I have enclosed my till receipt for your information.


Yours Sincerely,

etc etc etc

sorry for the long post guys and i really do appreciate your help!

violetb_2

You could always mention environmental health officers will be contacted as well as the store.

jennalicious

Looks good to me, all the relevant information is there and you have emphasised the seriousness of the situation. Just one thing, I would have started with Dear Sir/Madam or even better try to find out the name of the head of customer services and address it to them personally.

Tight_Wad_5

Looking good, make sure you keep a copy of the receipt and I would send it recorded delivery.

mrsyorkie

Ok thanks for that. I've started it dear sir/madam and put at the end of paragraph 6 '......pork fillet steak’s will be as well, which will obviously present an Environmental Health issue, not to mention a product recall'.

How's that then?

*feeling really chuffed with myself now* i even sound half-intelligent!!!

djl

that looks fine to me