Asda

Mrs_C_3

Hi,

Bank holiday Monday I was in my local Asda store in Bishop Auckland. While at the check out packing my bags an Asda employee pushed passed me to get into his till (the one directly behond where i was stood). I was 27 weeks pregnant at the time & my bump was pushed into the checkout.

I was really stunned by this becasue he didnt appologise or acknowledge this had happened. Fair enought though, i'm sure it was an accident. I continued to pack my shopping but was taking a little while because I was holding my bump where it had been banged. The lady serving me was quite abrupt & rude telling to to hurry up & put my pin number in. I asked if she could ust give me a moment because i was still trying to pack. She was really rude again & said i should urry up because she had other people to serve.

After finishing up I went to customer services. Still holding my bump I explained what had happened. By this point i was in tears (mixture of hormones & distress) I explained what had happened & the customer services advisor got a supervisor for me to speak to. The supervsor was just finishing her shift but said she had a few minutes to talk to me.

Both ladies apologised for what had happened & the supervisor said she would investigate further & and have the store manager call me back the following day, she said they would go over the accident book with me.

Wednesday pm I got a call from the supervisor saying 'sorry you had a bad experience, ok, bye.' I was livid!

I asked her to esculate it to the store manager immediatly who in fairness did call me back withing about 15 minutes. At no point did they enquire as to whether i was ok now, all the manager kept focusing on was that it is there policy to fill in the accient book on site as it happens. Yes, i should have pushed for this at the time anyway but I was very upset & disctraught.

I went on to tell him that i had bruising on my bump & had been checked out by a midwife because of the pain. Still, he wasnt really interested.

I then phoned Asda house who were unbelievable nice & agreed the level of customer service was appauling & that I should have been offered a first aider in the least. They said they would revied cctv & fully investigate.

I've just had a call from a very very rude boy called Gavin from Asda House. He started by saying 'we're not saying you're lieing but' This boy constantly spoke over me the whole conversation.
Apparently there is no cctv of me at the checkouts nor is there any of me doubled over in pain at the customer service desk. He said they were under the impression i was only making a complaint about the lady that served me & that i hadnt mentioned being pushed.

I probed him further & he did say that 2 of the 3 witness statements clearly states that i told them i was pushed.

Basically he's left it as thats that, they arent doing anything. I dont know exactly what i want but i'm seriously hacked off with the way i've been treated.

Any advise please?
Thanks

MamaMoo_2

May I suggest you e-mail andy.clarke@asda.co.uk
He's the CEO, as obviously everyone under him has been cack...

cambermam

To have been pushed against the checkout hard enough to have bruised the skin then why did no one around you notice this? Sorry if i'm off the mark here just this was the first thing i thought.

Mrs_C_3

cambermam wrote: »

To have been pushed against the checkout hard enough to have bruised the skin then why did no one around you notice this? Sorry if i'm off the mark here just this was the first thing i thought.

The lady serving me was putting my items throught the till not watching.

My using the term 'pushed' is maybe unfair, he barged/pushed passed to get into the checkout. I am by no means saying this was deliberate, i accept my big preggers butt was in the way & I was reaching over trying to pack my bags.

I didnt say anything to the checkout lady at this point either, i was so in shock. I was however stood holding my tummy where it had hit the checkout & hlding ontot he checkout to steady myself witht he other hand, hence the build up of packing.

I normally find Asda staf quite helpful & they usually offer to help with packing.

I find it very strange there is no cctv AT ALL of me either at the checkout (given them exact time from the receipt) nor is there any at the customer service desk?

Mrs_C_3

MamaMoo wrote: »

May I suggest you e-mail [EMAIL="andy.clarke@asda.co.uk"]andy.clarke@asda.co.uk[/EMAIL]
He's the CEO, as obviously everyone under him has been cack...

Thanks, i'll give this a go!

Forwandert

What outcome would you like from this? Also what did the midwife say when you were checked out?

Mrs_C_3

The midwife listened to the babies heartbeat which was fine & I'd had movements still so all ok there, she said it was superficial bruising & advised to take it easy for the next couple of days.

As for what outcome i'd like really i'd like Asda to acknowledge how bad there customer service has been. I really dont know how they can send customers away as distraught as I was. They keep focusing on the check out lady saying she's been spoken to. My real gripe is with customer services in the store, the store manager and now Asda House. I had to fight to get this incident put in their accident book. This was after te store manager said 'we record everything no matter how small the incident' - that reall made me feel like this wasnt important to them at all?

maybe it's just pregnancy hormones however I really am very angry with them!

trinidadone

oh your poor poor thing. U skip off to asda for the weeks shopping, and i am sure that exhaulsted you, while in the checkout que, a member of staff barges pass without a care in the world. you then get pressure from a rude check out operatator to "pack quicker". you finally dra yourself to customer service where you get apologise from a supervisor. the following day you receive a call from the supervisor, even though you were told the store manager would ring. You eventually get the store manager on the phone and they are more interested in there accident policy, than how you was treated as a customer.

you make another telephone call to Asda main customer service where you are greeted with a nice customer service agent who informs you they will investigate. you receive a call back he following day from some rude customer service agent suggesting they are not aware of the pushing.

To be honest, weather your right or wrong, it really questions the level of customer service you have been provided by some of the staff. This should of been addressed quickly by the branch manager in a sympathic way. if they gave you an apoligy in writing, and thirty quid in vouchers, would you be happy with that?

paddyrg

Unlucky, but short of getting a staff member fired, what do you want them to do? Compo for an accident where the baby is ok?

Outpost

As long as you and the baby are okay then why create a massive fuss?

Do you think the employee deliberately pushed you, or do you think that checkouts in supermarkets are by their very nature busy places and the employee inadvertently came into contact with you when trying to reach his till?

It sounds like you're looking for your pound of flesh or compensation where none is necessary.

MamaMoo_2

It sounds to me like the OP would be happy with a sincere apology, and for Asda to admit they were wrong in the way it was handled, and to possibly adjust their attitude towards customers in the future.