MYSTERY SHOPPING THREAD 19 - please don't mention client names or fees on here!!

Boredupnorth

timefortea wrote: »

Yep. Though not for any of the issues they mentioned in that email. The staff member suggested a cubic zirconia ring, and even though the rings I chose were all diamond, they're trying to catch me out for some reason. First suggesting that I chose the cubic zirconia ring, then suggesting that I 'loved' the cubic zirconia ring (I didn't, I 'loved' the one I chose myself), then suggesting that I hadn't stuck to the £1,000 budget, when there was no £1,000 budget! I've double-checked the scenario and all emails sent, and while some people were given that budget, I wasn't one of them. And if there was a £1,000 budget I'm sure they would have told me that in the first email, after looking at my report. Why wait until the 8th?! Massive waste of my time.

It seems to me that the Jewellers must be heavily bonoused on the results of the mystery shop as they seem to be challenging every single one. I did 2 this week and to be honest they will be the last 2 that I do for the company. I was effectively called a liar because they said I did not ask for a discount. Well sorry but I did, and if they can’t be bothered to respond in the right way that’s their look out. If companies don’t want to know the truth about how their staff deal with customers then why bother using mystery shopping? Anyway I have calmed down now and moved on, I never shop at that jewellers anyway

Becles

Lil_Me wrote: »

I've once had a burger place say that I had someone in the car with me on a drive through. In fact I'd dropped my OH off at the aldi round the corner, but gap rang me, and I laughed and said no I didn't have anyone in the car with me! The woman seemed to believe me, but still felt the need to remind me via email that they had to be done alone!

I had that as they said I had a child in the car. I did have a baby seat in the car, but it was empty at the time! She said next time to make sure the baby seat is removed from the car before I did a drive-thru :rotfl:

My eldest is poorly and off school and absolutely loves RE sandwiches, so I picked him up one as a treat yesterday lunchtime to cheer him up. I was so annoyed when I came home, and that outlet came up on RE and could have been shopped yesterday!

Woke up this morning and apparently I entered a competition when I swiped my loyalty card and I've won a free sandwich, so I don't feel as hard done by now

Glyndwr_2

Are there any super shoppers out there? I've got my 1st one at the weekend & I've just printed the sheets & I don't feel I have much idea as to what I'm doing!

e.g. no info on buying requirements.

jen_br

Boredupnorth wrote: »

It seems to me that the Jewellers must be heavily bonoused on the results of the mystery shop as they seem to be challenging every single one. I did 2 this week and to be honest they will be the last 2 that I do for the company. I was effectively called a liar because they said I did not ask for a discount. Well sorry but I did, and if they can’t be bothered to respond in the right way that’s their look out. If companies don’t want to know the truth about how their staff deal with customers then why bother using mystery shopping? Anyway I have calmed down now and moved on, I never shop at that jewellers anyway

Its times like these were video or voice recording would benefit highly -- can't stand staff fibbing!

StacFace

timefortea wrote: »

Yep. Though not for any of the issues they mentioned in that email. The staff member suggested a cubic zirconia ring, and even though the rings I chose were all diamond, they're trying to catch me out for some reason. First suggesting that I chose the cubic zirconia ring, then suggesting that I 'loved' the cubic zirconia ring (I didn't, I 'loved' the one I chose myself), then suggesting that I hadn't stuck to the £1,000 budget, when there was no £1,000 budget! I've double-checked the scenario and all emails sent, and while some people were given that budget, I wasn't one of them. And if there was a £1,000 budget I'm sure they would have told me that in the first email, after looking at my report. Why wait until the 8th?! Massive waste of my time.

What did you say about the cubic zirconia ring? If you made it clear that you didn't like it and there is nothing in any emails, briefing notes or any other documents about a £1000 budget then send an email stating:
- how the cubic zirconia ring was mentioned (e.g. did the staff member say "how about this ring?" then later say it was cubic zirconia or did they say "how about a cubic zirconia ring like this one?" or did they say something else? And name/describe any staff who said anything about the ring and what it was they said.
- what you said about the ring, state what you said to convey to the staff that you weren't interested in that ring and who you said it to, and how they responded.
- which ring you said you 'loved' (from what you've said it sounds like you had to say this about one of the diamond rings, if not then ignore this point)
- exactly how you asked for the discount and exactly how the staff member responded, explaining why that is/isn't a discount (not sure whether they were supposed to offer one but didn't or not supposed to but did as I haven't done this scenario)
- if it says anywhere in the briefing notes or an email that there isn't a budget then quote this and say which email you got it from (or which page and paragraph of the briefing notes). Otherwise save a copy of all emails in your documents and attach these individually to the email along with the briefing notes and state they will not find any reference to a £1000 budget in the documents as you were not told there was one.

Then finish with something along the lines of you have done the job as required and will be requiring the payment of £x in the next payrun for your time and travel expenses. Also say you will be looking out for the payment and will be back in contact if it is not received by x date (with x being the date you would receive it if the job was submitted for payment within the next couple of days).


If they don't respond and you don't get the payment, or if they respond and say they are not paying you then politely threaten legal action (e.g. say you will be "taking things further" or something similar if payment is not in the next payrun). And keep all emails, briefing documents etc in case you need them as proof of trying to solve the problem with them first, and also to keep record of things you may not remember like what was said about the cubic zirconia ring by which staff member etc.

And if you have to threaten legal action, tell them you will be expecting them to also pay any legal fees you incur and compensation for your time if you go ahead with this route.

timefortea

boyoboy1986 wrote: »

Did you give a negative report? The email was strange.

I didn't give a negative report in the sense that I said the staff member was rude or unhelpful, but she didn't do all of the things she should have done, and instead of upselling she downsold. It made sense as the ring she showed me was very similar to one I was looking at but bigger (and not real diamonds, so cheaper), but the proofreader apparently doesn't believe that anyone would ever make a suggestion that would suit a customer better if it would make the company less money. Shock horror.

The fee was stupidly low but I was doing another job in the same shopping centre that day so thought I might as well. Apparently not! I won't be doing another job for them again.

bylromarha

Anyone shed light on this?

Completed 2 bank jobs for Gfk on Monday. Input reports on Monday night. Login last night to find one of the visits deallocated as they never received my report. I know I completed them through to the fee input screen. I remember this report particularly as the spellcheck kept bringing up the staff members name as it's a little different.

Emailed the general email addy last night, emailed the project manager this morning when I found her details. Still waiting to hear back. The only phone number I see on the notes is to be rung for urgent enquries, so don't want to call them.

This happen to anyone else from Monday?

jen_br

Strange.. Not happened to me but do call the number before they reallocate it! the general email doesn't get answered as fast now that lauras left!

jen_br

timefortea wrote: »

I didn't give a negative report in the sense that I said the staff member was rude or unhelpful, but she didn't do all of the things she should have done, and instead of upselling she downsold. It made sense as the ring she showed me was very similar to one I was looking at but bigger (and not real diamonds, so cheaper), but the proofreader apparently doesn't believe that anyone would ever make a suggestion that would suit a customer better if it would make the company less money. Shock horror.

The fee was stupidly low but I was doing another job in the same shopping centre that day so thought I might as well. Apparently not! I won't be doing another job for them again.

Have you called Emma Directly and spoken to her about this?

timefortea

jen_br wrote: »

Have you called Emma Directly and spoken to her about this?

No... This is only the third job I've done for Amber Arch and have never had to call them before. Is she the person I should be speaking to?