My supermarket complaint: a good result!
@asfarasiknow (3340)
Bournemouth, England
November 14, 2016 3:31am CST
The previous discussion I posted was about how I went to a supermarket and an assistant refused to sell me a newspaper (which was right in front of me) because unsold copies were being processed for return.
When I came home I posted about it here. Often we say we are going to complain about things and never get around to it, but because so many MyLot members who responded encouraged me to complain, I actually did so.
The poor service occurred on the Saturday night and I emailed my complaint on the Tuesday afternoon and received an automated reply. By the Thursday morning the Customer Care Team had been in touch with the branch manager and sent me a long reply.
They apologised and also sent apologies from the manager, who said that I ought to have been able to buy the paper. She told them that the assistant was inexperienced and that her staff would be better trained from now on.
Finally, I was sent a gift card as compensation. Not enough to buy a week's groceries (hardly to be expected in the circumstances) but it would certainly get me a large number of papers (not that I would use it for that!)
If I hadn't posted here and committed to complaining I probably wouldn't have bothered. As it is, my opinion of that chain is a little higher than it had been. Thank you to all those who showed an interest and encouraged me.
Do you put off complaining? Have you ever had a positive outcome from a complaint? Let me know (I won't complain if you do!)
12 people like this
11 responses
@asfarasiknow (3340)
• Bournemouth, England
9 Dec 16
I think sometimes people.don't bother to complain because they don't believe they will get a good response.
1 person likes this
@asfarasiknow (3340)
• Bournemouth, England
9 Dec 16
@magallon You are right. Many businesses see complaints as a sort of opportunity because they think that customers whose complaints are dealt with satisfactorily will become more loyal to them.
1 person likes this
@magallon (19279)
• Philippines
9 Dec 16
@asfarasiknow Sometimes, I hesitate to complain too. Because I think it will just be a waste of time or maybe it won't get positive result.
But maybe it is really proper to complain if we think that there is something to be complaint of..
They will not change their system if other people will not inform them of what they are doing.
1 person likes this
@JudyEv (382104)
• Rockingham, Australia
14 Nov 16
Through our own fault really (we didn't read the fine print) we continued to receive a magazine after we thought it should have stopped coming. Then we worked out it was still being direct debited from our bank account. After a lengthy phone call they refunded some of our money and sent a little gift as well so we were very happy about that. We have often been compensated for various things but of course it never happens unless you tackle the company. Vince is great at negotiating. He never loses his temper but just keeps persisting and mostly ends up satisfied and then has a nice chat with the person on the end of the phone - which must be a bit unusual. I would have hung up in disgust hours ago.
1 person likes this
@asfarasiknow (3340)
• Bournemouth, England
14 Nov 16
I guess too many of us don't persist, or even get around to making the complaint at all. We procrastinate and then think it's now too late to be taken seriously.
1 person likes this
@asfarasiknow (3340)
• Bournemouth, England
14 Nov 16
@JudyEv I once read a figure (which admittedly seemed a bit high) that every dissatisfied customer tells 20 other people about their experience. I have no idea what the figure might be for how many are told about a complaint that is dealt with satisfactorily.
1 person likes this
@JudyEv (382104)
• Rockingham, Australia
14 Nov 16
@asfarasiknow There is also the fact that for everyone that complains there are x (I forget the figure) that think the same but don't get round to complaining.
1 person likes this
@arthurchappell (44941)
• Preston, England
24 Nov 16
I'm quite a fierce complainer - many previous employers have been scared of me
1 person likes this
@arthurchappell (44941)
• Preston, England
24 Nov 16
@asfarasiknow i'm one of life's natural grumpies which helps
1 person likes this
@asfarasiknow (3340)
• Bournemouth, England
24 Nov 16
Good for you! In the age of the zero hours contract, I think employees are scared to speak up about issues. Bosses who don't engage with - or value - their staff just seem to rely on a couple of appraisal sessions a year and then do little about any concerns raised that don't suit them.
1 person likes this
@asfarasiknow (3340)
• Bournemouth, England
14 Nov 16
Thank you. I believe the official term for these staff shortcomings is 'a training issue'.
1 person likes this
@LadyDuck (502491)
• Italy
14 Nov 16
@asfarasiknow This is what they usually say, we know that this is "employees laziness".
1 person likes this
@asfarasiknow (3340)
• Bournemouth, England
14 Nov 16
@LadyDuck Ah, euphemisms...
1 person likes this
@Traceyjayne (11375)
• United Kingdom
2 Jan 17
I will complain for poor service or bad attitude of staff. I have had gift cards or free products in the past. Well done to you for complaining. ...they can't improve if you don't point out problems.
1 person likes this
@asfarasiknow (3340)
• Bournemouth, England
2 Jan 17
Exactly. I have been served by the same guy a couple of times since this (although not late evening for newspapers) and he has been very charming. I am not sure if that is because he recognises me or if it is because the standard of service overall has improved.
@Happy2BeMe (99353)
• Canada
14 Nov 16
That is wonderful that they compensated you for the bad service you received. I have never complained but I guess I should start! lol
1 person likes this
@asfarasiknow (3340)
• Bournemouth, England
14 Nov 16
It doesn't take too much time and effort, it can bring results and it may also help the firm in the long run.
1 person likes this
@Fishmomma (11658)
• United States
14 Nov 16
I think we all need to complain when staff are unable to solve whatever the issue at the time. In your case, its good that you received something for your troubles now. Sometimes its just bad training other times the person doesn't want to work just is lazy and there are times when the store doesn't have enough people available to assist everyone. I know people here in my area make a good salary, so I expect help to be provided in a timely manner.
1 person likes this
@asfarasiknow (3340)
• Bournemouth, England
14 Nov 16
In my email I did ask how this represented good customer service. At least the Customer Care team seem to know what that means.
@hereandthere (45628)
• Philippines
14 Nov 16
you were nice about it. nowadays, people are quick to post and spread it on social media.
1 person likes this
@asfarasiknow (3340)
• Bournemouth, England
14 Nov 16
I must admit that I have posted complaints about poor service on Twitter and Facebook but companies are getting good at dealing with customers doing that. They quickly delete comments or move someone's complaint back down the queue if they Tweet about it. 140 characters cannot convey the full details of a complaint and there isn't any space left for courtesy.
@asfarasiknow (3340)
• Bournemouth, England
24 Nov 16
Well, time will tell... I have yet to go back to the same shop.
@asfarasiknow (3340)
• Bournemouth, England
14 Nov 16
I have often wondered why bad restaurants give freebies that encourage dissatisfied diners to come back. They would need to have changed management (or at least had a visit from Chef Ramsay!)
@teamfreak16 (43602)
• Denver, Colorado
14 Nov 16
I don't do it, but my girlfriend does. She gets all sorts of stuff.
1 person likes this
@asfarasiknow (3340)
• Bournemouth, England
14 Nov 16
Almost an extra stream.of income!
1 person likes this
