Need advice about incident when shopping at Waitrose

kiwi07

thedogsmum wrote: »

What exactly are you hoping to achieve?

Nothing. I hope they can learn and improve.

kiwi07

Anouchka wrote: »

There is no excuse for SAs being unpleasant to customers.

About three years ago I was humiliated by a SA in Farm Foods. I had gone in to buy a few bits with the cash in my pocket. When this was tallied up at the till I was surprised to find it came to a couple of pounds more than I had thought. I queried this but was abruptly told that I was wrong. I decided to leave the goods in the store, go home and return with more cash. I live locally so was away for no more than 10 minutes. When I returned the shop was really busy. The SA saw me enter, pressed a bell and shouted at top volume to a colleague on the other side of the shop "that woman who didn't pay for her shopping's come back". In addition to this, before I paid I checked the cost of my goods and discovered that my initial costing had in fact been correct.

I felt every eye in the store was on me. I was so upset about this that I wrote to their head office. They took this surprisingly seriously and an area manager called at my flat and presented me with flowers and chocolates. If you feel sufficiently upset - write a letter of complaint.

You have been treated nicely in the end.

Today I went to that store again and asked to see the store manager. The store manager said that she heard nothing about this incident, and had no e-mail from their customer services. I told her what happened and she asked to see the receipt and wrote down some details. She apologies and then she said "What can I do for you?". I said "Nothing. I just hope that they can improve the service". The Manager then said that she wants to give me something and asked the lady at the till to pass the voucher where it says "Save £5 when you spend £25 at Waitrose. valid until 25 Janury 2014." I was refusing to take the voucher but she insisted so I took. She also said if there is any problem, please come to see me again.

chesky

Well, good for you for going in and seeing her. I think her reception of you and the lack of communication from customer services would have actually made me crosser than the original incident. It strikes me that her attitude accounts for the fact that her staff are less than polite. If I had been you (I'm extremely stroppy when roused), I'd have been back to customer services in an instant, asking why they hadn't been in touch with her. Not impressed.

But I still add that my local Waitrose staff are great.

surfsister

glad you got it sorted!! surprised cust serv not helpful though!

kiwi07

chesky wrote: »

Well, good for you for going in and seeing her. I think her reception of you and the lack of communication from customer services would have actually made me crosser than the original incident. It strikes me that her attitude accounts for the fact that her staff are less than polite. If I had been you (I'm extremely stroppy when roused), I'd have been back to customer services in an instant, asking why they hadn't been in touch with her. Not impressed.

But I still add that my local Waitrose staff are great.

I wrote back to the customer services asking why they had not been in touch with her and just had a reply saying "I just checked our records and we contacted the branch manager on the 2nd and 3rd of January with the details of your complaint, so I'm concerned to hear that the manager didn't appear to know anything about it.
I'm going to investigate this further with the branch manager and we'll write to you again once we've done this. "

chesky

That sounds more like it!

lovingtescoforever

Seems like mistake after mistake. Quite surprised.

But then again i partly blame Royal Mail.. Quite often giftcards from retailers to customers as a goodwill gesture go "missing"...

funnyguy

Boy, this thread is longer[and as interesting] as a soap.

kiwi07

The letter with £10 Waitrose voucher have finally arrived today!