Asda poor service, should I complain?

rozmister

johnnyblount wrote: »

Sadly its the only way they will learn and Ive done it more than once when "forced" to use a malfunctioning checkout and been grunted at as though its my fault and Im some sort of technical buffoon that has broken the equipment , quite the reverse Im a fully qualified technician and now refuse point blank to self serve unless a paid member of staff is around and then we just get 2 of us at the till rather pointless.

Sadly no amount of making noise will change the fact there are self scan tills in your store. For every 1 person who doesn't like them there are 2/3 people who go through them with no fuss. This keeps queues down which pleases the customers (who constantly shout at the staff about queues) and keeps costs down which pleases the big bosses.

They are a pain though and in any GOOD supermarket the staff are sympathetic to your troubles using them. Unfortunately a lot of the public shout at the staff about self scans and over time they build a very much them and us attitude where after a few hours of being shouted at you think bah f*** this and just do the minimum. That may not be your fault but I work for a leading supermarket and am trained as a supervisor, self scan operator, customer services assistant and checkout assistant so I can see it from the other angle.

Don't worry though, I hate self scan too

OP did you specify what you wanted from ASDA when you wrote to them? Quite often you need to tell them you want compensating because if you don't they try to fob you off by saying sorry.

trinidadone

rozmister wrote: »

Sadly no amount of making noise will change the fact there are self scan tills in your store. For every 1 person who doesn't like them there are 2/3 people who go through them with no fuss. This keeps queues down which pleases the customers (who constantly shout at the staff about queues) and keeps costs down which pleases the big bosses.

They are a pain though and in any GOOD supermarket the staff are sympathetic to your troubles using them. Unfortunately a lot of the public shout at the staff about self scans and over time they build a very much them and us attitude where after a few hours of being shouted at you think bah f*** this and just do the minimum. That may not be your fault but I work for a leading supermarket and am trained as a supervisor, self scan operator, customer services assistant and checkout assistant so I can see it from the other angle.

Don't worry though, I hate self scan too

OP did you specify what you wanted from ASDA when you wrote to them? Quite often you need to tell them you want compensating because if you don't they try to fob you off by saying sorry.

No I did not ask for anything, I guess I just assumed they would send something, shall I respond back to asda?

rozmister

Yep I'd respond again and make it clear you aren't happy with their response in a polite manner. Outline the inconvenience to you and how you feel this is unacceptable and say you may never shop at ASDA again and would like to be compensated in some way. But be really nice and polite and firm.

sassyblue

Yes definitely respond back saying you are disgusted and will be going somewhere else in future.

What is there policy regarding shutting tills? Shouldn't the tiller have let you go through but put a sign out saying 'till closing' and closed the till AFTER you? It didn't happen to you once it was twice!

As for the rubbish all over the floor (or was that another poster?) - sure they have to stock the shelves but they also have to keep the shop running smoothly, if a customer can't do her shopping properly there is a problem. Someone else may have gone by and 'slipped' for a compo claim.

I think you'll get a little compensation if you write back, they ought to your shopping experience was abysmal.

p.s l think it's a standard letter too, and your concerns may not have even been passed on.

juno

It's a standard email, but at least they spelt the store name correctly. When I complained they didn't

trinidadone

thankyou guys, I am writing a response to Asda this evening

avinabacca

johnnyblount wrote: »

Get over yourself and your fixation with spelling and grammar please you seem to have some sort of fixation with spelling and people using too many dots or exclamation marks in their posts all over this forum it may matter im your vocation but it is not the most important thing here.

It it is irritating and childish get over it and stick to the advice instead of posting always including a thinly disguised knock at others posting style or spelling everyone is fully able to use a spell checker or a browser add on for automatic checking
Spelling is not a sign of intelligence when posting in a forum or a way of showing whether or not a customer is a big spender or valued for any reason never was and certainly is not these days.

There are many people that are unable to write correctly or spell correctly for many many difeerent (sic) reasons you may say in some of your posts that bad posting bothers YOU but that is your problem and if you are suffering OCD because of that deal with it and get off your high hores (sic)

Believe me everyone can complain and spelling is not that importamt in getting a reply or not a fantastic styled complaint letter can often have less effect from one that makes you look like a genuine first time complainer rather than one that spends their life constructing complaint templates and sending them out in the hope of discount vouchers.

People here should never be told to worry about their grammar ability when it concerns complaining , it is not a job interview and as long as your letter explains what happened without anger it makes little difference.

The most important thing is to send 2 emails or letters including on both that you have sent it to the manager/customer service AND head office etc it is that that draws attention and usually gets action nether will want to be caught out doing nothing if it goes further .

Fine, that's entirely your call.

But in an age where pretty much everyone has easy, free access to spellchecking software online or as part of the word-processing application they're using, there's absolutely no excuse for sending out a letter with incorrect spelling.

Unless, of course, you want them to think you don't care enough about the issue to take thirty seconds to check the letter over.

Indeed, as you say - the letter's very unlikely to end up in a display cabinet. But if you send a shoddily-written, illegible nonsense the place it is likely to end up is in the bin.

Think about it.

trinidadone

ok, well I emailed Asda HQ once more, this time requesting compensation, and I received this response in my email account:

Hello ,

Thanks for your further email sent to my colleague

---

. I'm replying to you on his behalf.

I'm really sorry to hear you still feel very aggrieved by the experiences you had last week in our Old Kent Road store. I'm also sorry that what you've encountered was very stressful and unpleasant. I understand why you are extremely upset by the experiences. I would feel the same way too.

As

---

said, please note that overnight we often have to limit the number of tills open to our customers due to staffing levels. We advise stores to do all they can to minimise any inconvenience to our customers.

It is impossible to put a price on an individual inconvenience so we do all we can to make sure all concerns are handled correctly and fully. This we feel benefits customers far greater than any monetary value ever could.

Please be rest assured that I have passed your complaint onto my colleague

---

, the General Store Manager at the Old Kent Road store, so that they he is aware of the service you've received and can prevent this from happening in the future.

I am confident this wouldn't happen again and I'm sure

---

will do everything he can to ensure the level of service you've received is not repeated and that colleagues are professional at all times. If you visit the store again, you'll have a better experience. If there is anything else I can help you with please let me know.

Kind Regards,


ASDA Service Team

I am really disapointed with this response to Asda HQ. I complain for the first time to the company over shoddy customer service and a poor experience, and I receive sorry email. I send a second email requesting to be compensated, and recieve another sorry email. MMMMMMMMMMMM Tesco is only up the road. So disapointed with Asda, putting the customer right, yeah ok!!!