Horrible service at ASDA

cbb980

Just thought I'd share an email I just sent to ASDA customer service:

I visited the ASDA store at [LOCATION] this evening, which was understandably very busy, with very long queues. Having waited for about 40 minutes in one queue, a member of staff approached the lady waiting immediately ahead of me, quickly explained that she would be "the last one" to be served and then promptly disappeared out of sight. This left the rest of the queue rather bemused and the poor lady seemingly wondering if it was supposed to be her job to inform the rest of the long queue that had formed behind her. The person working on the checkout then reiterated, in my general direction, that only 2 more people would be served.

Somewhat empathising with the situation, I joined another queue 4-5 aisles away and proceeded to wait again, this time for 30 minutes. Once again, a member of staff appeared, explained to the family waiting 2 places ahead that they would not be getting served at this checkout and then disappeared as fast as they would let her, giving no reason as to why, nor any opportunity for anyone to ask.

It's somewhat frustrating but completely understandable to have to wait in long, slow-moving queues but it's something else entirely for it to be turned into a game of chance, with seemingly no guarantee of ever being served nor any indication of how long it might take.

Eventually, I was forced to abandon my shopping and leave the store. The prospect of a few more rounds of this seemed very unappealing compared to the prospect of visiting Morrisons the following day.

I hope you don't find it unreasonable if I rate your customer service zero out of ten on this occasion, nor melodramatic if I say it's likely the last time I shop at ASDA.

mazza111

How horrible. When I worked in retail and someone was finishing their shift and no one was taking over from them, we'd say to the last person in the queue and politely ask them to tell anyone else who was trying to join the queue, ofc the girl on the checkout would also inform that she was closing. Or we'd stand behind the last person in the queue and apologise while telling the next person that the checkout was closing.

I always preferred scenario 1, because it meant I could help the customer pack their bags and get them and the checkout assistant out the store sooner.

Think if that happened to me, I'd leave the store too. Heading to Asda in a couple of hours to get a couple of bits for my mum, wish me luck!!!

VfM4meplse

This is entirely down to poor local queue management - people know when their staff are finishing their shifts and how to accommodate. Sounds like the supervisor needs some training. I have stood in a queue in a busy Asda store before and watched a young lad be trained in just this by a more experienced member of staff and was very impressed with the efficiency. They had headsets and moved people around fast, customers were generally very happy with how they were re-directed. It's just the kind of skillset the NHS needs in clogged-up services! Back to your problem, if you noted the name of the staff member concerned, it would help the store manager improve the service.

Thread needs to be moved to the praise / vents board btw.

System

On busy periods, when a colleague needs to leave their till for lunch break on time (so does not make them late for relieving those on 2nd lunch) or going home and there is a few customers in the queue, I have seen either a supervisor serving these last few customers before closing the till or get a shop floor worker who is till trained to serve.

My mum was in Asda and the 2nd scenario happened to her yesterday. A colleague finished her. 6 hour shift and got someone workng on loo roll to step in for 10-15 mins.

The OP may had no experience in queue mgt before.

Normally Asda have a large cardboard finger to locate customers to the shortish queues.

bb69

ScarletMarble wrote: »

Normally Asda have a large cardboard finger to locate customers to the shortish queues.

Ha ha I thought you were going to say cardboard finger for something else..!

I prefer self service - not for a big shop of course, but have been able to do a small trolley before.

Have a lovely Christmas
:xmastree:

Own_My_Own

Meadows wrote: »

Prior to leaving the store with no shopping did you complain to customer service, have you emailed them to complain?

Read the first sentence of the post you quoted !!

' I just thought I would share an email I sent to Asda customer service: '

funnyguy

I think the post is from a desperate Tesco manager

MysteryMe

Terrible service, if a queue needs cutting short then those customers waiting should be directed to another till by a member of staff. I too would have dumped the shopping and gone elsewhere. There is nothing in Asda worth putting up with that kind of "service" for.

UnderPressure

I have a pet hate for supermarket checkout queues and find the completely unacceptable! You walk around their store faithfully filling your trolley with things you wan to buy from them and then they think it is acceptable to stand for god knows how long in a queue to have over your hard earned money!

I think not! The cheek of it is unbelievable, they want the money more than anything so why not have every checkout with a member of staff on it to take the said cash they so desire! Is it really that hard to make sure they have enough staff on checkouts to avoid queues?

I have walked out of Tesco before today and left a full trolley of £100 + worth of shopping, I have done this on a few occasions, the last time I was collared by a CS rep to see why I was leaving, after explaining they opened another till and put my shopping through in quick time, why could they not have done this in the first place? Maybe it was something to do with the 2 other families on this occasion that followed my lead and abandoned their trolleys as well!

I do really find it insulting.

maman

This could well be a troll but the point is valid. I think more of us should vote with our feet when we get poor customer service.

I've long since given up on Asda for all but the occasional few bits and pieces (when I'm there getting fuel). I've spent too many Christmases in enormous queues snaking up the aisles. On a range of issues, I've spoken to 'management' in store and got trite, stupid, patronising answers trotted out to me. I've emailed to complain and got standard responses that say nothing.

I did my main shop in Aldi (where they genuinely watch how busy checkouts are and open more if needed). Then I went to Sainsbury's for a small top up. It's rarely busy in there, probably because of the increasing numbers who don't want to waste money.

custardy

cbb980 wrote: »

Just thought I'd share an email I just sent to ASDA customer service:

I visited the ASDA store at [LOCATION] this evening, which was understandably very busy, with very long queues. Having waited for about 40 minutes in one queue, a member of staff approached the lady waiting immediately ahead of me, quickly explained that she would be "the last one" to be served and then promptly disappeared out of sight. This left the rest of the queue rather bemused and the poor lady seemingly wondering if it was supposed to be her job to inform the rest of the long queue that had formed behind her. The person working on the checkout then reiterated, in my general direction, that only 2 more people would be served.

Somewhat empathising with the situation, I joined another queue 4-5 aisles away and proceeded to wait again, this time for 30 minutes. Once again, a member of staff appeared, explained to the family waiting 2 places ahead that they would not be getting served at this checkout and then disappeared as fast as they would let her, giving no reason as to why, nor any opportunity for anyone to ask.

It's somewhat frustrating but completely understandable to have to wait in long, slow-moving queues but it's something else entirely for it to be turned into a game of chance, with seemingly no guarantee of ever being served nor any indication of how long it might take.

Eventually, I was forced to abandon my shopping and leave the store. The prospect of a few more rounds of this seemed very unappealing compared to the prospect of visiting Morrisons the following day.

I hope you don't find it unreasonable if I rate your customer service zero out of ten on this occasion, nor melodramatic if I say it's likely the last time I shop at ASDA.

40 minutes in queue at Asda?
I think not