Sainsburys Complete System Failure

burnleymik

janiebaby29 wrote: »

I too am a worker for sainsburys and it really does my head in at just how much the public does expect from us !
today i was doing my shopping on MY day off in normal clothes in my store and 4 people came up to me asking me where an item was and was there any out the back !!! :mad::mad:
we do have lives you know !!!

How much the public expect from you?

You do realise these "public" are your customers that keep you in that job anyway don't you?

Same goes for the delivery driver that posted earlier, although he made an excellent post, he was out of line being so rude to a customer or someone who is helping to pay his wages and keep him in a job.

Also, delivery is a service, but it's not a free one provided out of the goodness of their hearts, it's a business decision, so stop with all the gibberish about doing it the old way.

OP is not able to do their own shopping so relies on this service, of course they are allowed to vent about it, as they are clearly stuck without it. What is wrong with some of you?

baza52

you MAY be keeping them in a job but does that mean you should take [EMAIL="s#@t"]s#@t[/EMAIL] from people.
Its customer service, not a customer right.
Perhaps you should try doing a public facing job and then come back and tell us how bad you you were treated.

Why moan at customers? if you work for a bank their interest will be paying your wages, If you work in a shop they will be customers, if you a single parent they will also be paying your wages.
Whatever job you "do " it will be financed by joe public.

burnleymik

baza52 wrote: »

you MAY be keeping them in a job but does that mean you should take s#@t from people.
Its customer service, not a customer right.
Perhaps you should try doing a public facing job and then come back and tell us how bad you you were treated.

Why moan at customers? if you work for a bank their interest will be paying your wages, If you work in a shop they will be customers, if you a single parent they will also be paying your wages.
Whatever job you "do " it will be financed by joe public.

No, you don't have to take s#@t from people, but they are still the customer, I don't see anyone here swearing or being offensive to the staff in this thread.

OP has a legitimate issue, they rely on the shopping to be delivered and when something goes wrong, which is beyond the customers' control, then there should be a good contigency plan in place, especially for the people who are housebound/disabled etc. As such they have every right to 'vent' their frustration.

People on here are making it sound like Sainsbury's and their staff are doing US a favour by helping us and we shouldn't complain, but that is utter rubbish, we pay for their services.

rustyboy21

burnleymik wrote: »

No, you don't have to take s#@t from people, but they are still the customer, I don't see anyone here swearing or being offensive to the staff in this thread.

OP has a legitimate issue, they rely on the shopping to be delivered and when something goes wrong, which is beyond the customers' control, then there should be a good contigency plan in place, especially for the people who are housebound/disabled etc. As such they have every right to 'vent' their frustration.

People on here are making it sound like Sainsbury's and their staff are doing US a favour by helping us and we shouldn't complain, but that is utter rubbish, we pay for their services.

But don't have a pop at the staff at the coal face ( to use a term).

They are not the ones that left you without your shopping. Yes they get paid for doing their job, but it isn't coming directly from you !

If you want to have a pop at someone, then have a go at the IT dept, who couldn't get the system running fast enough. It's the people in the customer facing positions, who take all the crap, from ungrateful customers, who think everyone owes them a living and demand you fitting in with them, even when things go wrong, which are way beyond their control. Treat staff as you would like to be treated yourself, afterall if you are working in any sector, someone else is paying your wages, it's not only shop staff.

Supermarket internet shopping began, what 5-10 years ago, how did we manage before? and that question goes to everyone, able bodied and disabled. We did it ourselves, or got someone to do it for them. You didn't starve to death in those days did you?

janiebaby29

burnleymik wrote: »

How much the public expect from you?

You do realise these "public" are your customers that keep you in that job anyway don't you?

Same goes for the delivery driver that posted earlier, although he made an excellent post, he was out of line being so rude to a customer or someone who is helping to pay his wages and keep him in a job.

Also, delivery is a service, but it's not a free one provided out of the goodness of their hearts, it's a business decision, so stop with all the gibberish about doing it the old way.

OP is not able to do their own shopping so relies on this service, of course they are allowed to vent about it, as they are clearly stuck without it. What is wrong with some of you?

yes I do accept that within my working hours , the public ' have me ' but not on MY time and my only day off until next saturday , its like me knocking on my next door neighbour who works with a company and asking him to fix something on his own time !!!

pullenuk

vikingaero wrote: »

Reading the replies I'm wondering if it's worth it for supermarkets to run a home delivery service or whether they do it to preserve market share or some other reasons.

If I walk into a supermarket and pick £100 of groceries then the cost to the supermarket are the goods, a member of staff for 5 minutes, and infrastructure. So they might make £15 profit from me.

If I order online you have the cost of the computer systems and infrastructure (partly offset by the existing store), a picker, a new supervisor who may or may not till the items and may take calls from customers re: substitutions/errors/non-delivery/kompensayshun, a new dispatch manager and a van with the associated, insurance/fuel/RFL/wear and tear etc etc. Add on the costs and the same goods being ordered would they just about break even? Would they rather break even knowing that the customer hasn't given money to their rivals?

Without giving away actual figures that would get me in trouble.

Sainsburys when delivering online makes profit on the items. But the actual delivery service makes very little profit compares to the store. Try no more than £2 profit per customer. If a store runs late to a customer and hands out a £10 late voucher then they don't make a profit for half the customers on that van. If it was a bad day and they hand out 100 vouchers, that's the week ruined.

Online makes money, but its very small per customer compared to the store.

Thanks for the support all.

pullenuk

baza52 wrote: »

Perhaps you could visit the store and shop yourself.
I hear people still do this now and again.

Its inconveniant but hardly the end of the world.[/QUOTE

True, for those who are disabled, if you can get to the store. You will find if you go to customer services they will give you a electric scooter or wheelchair and a memeber of staff (usually one that supposed to be taking their break! Hehe) to walk round and help you. Even take it to your car or taxi!

I have seen better service than that, once a lady came up to me for assistance but it was a crazy day and we had nothing for her to sit in. So using the only wheelchair left we escorted her with her husband to the cafe for a free cup of tea and a small cake and got them when the last person gives up the electric scooter.

Amazing eh? :-)

pullenuk

arcon5 wrote: »

I bet we could all name some supermarkets that wouldn't even have the decency to telephone the customer in the first place.

I do it :-)
Tesco
Asda

Based on feedback of customers we nicked from them.

But not
Ocado
Waitrose

Must work harder

Hehe! Hope that made you lot smile

Dave101t

i dont think anyone who 'cant be bothered' to shop themselves can blame on of the best uk supermarkets for the once-in-a-blue-moon glitch....

burnleymik

rustyboy21 wrote: »

But don't have a pop at the staff at the coal face ( to use a term).

They are not the ones that left you without your shopping. Yes they get paid for doing their job, but it isn't coming directly from you !

Unfortunately they are representing the company and those are the people the customers deal with face-to-face, so they are bound to be the ones who run into the irate customers.

If you want to have a pop at someone, then have a go at the IT dept, who couldn't get the system running fast enough. It's the people in the customer facing positions, who take all the crap, from ungrateful customers, who think everyone owes them a living and demand you fitting in with them, even when things go wrong, which are way beyond their control. Treat staff as you would like to be treated yourself, afterall if you are working in any sector, someone else is paying your wages, it's not only shop staff.

How can a customer really get to the source of a problem within a company structure? Be serious. As above The customer only sees the people on the "coal face" and if they have frustrations then those are going to be the ones who have to deal with it. Moaning that they are being asked querstions on their days off and complaining they are getting grief because the store system fails is all part of the job, they should just be polite and get on with it. Customer is King.

Supermarket internet shopping began, what 5-10 years ago, how did we manage before? and that question goes to everyone, able bodied and disabled. We did it ourselves, or got someone to do it for them. You didn't starve to death in those days did you?

Irrelevant. Obviously as times change so do people. 10 years ago they may have had a helpful neighbour or a special service that helped them etc, this day in age the service they rely is the home delivery, if that fails the supermarket should have an adequate contigency rather than just saying "tough luck, you'll have to wait until it's back up and running".

Not everyone has close family, neighbours they can rely on to do their shopping for them anymore.