Or not, if you value customer service as something you look for when choosing a supermarket. As someone who has worked in service-based careers, both in employment and self-employment, I know just how important customer service is to people. Indeed, it is something I will make a fuss about if it is done badly. So often little things make a massive difference.
Example 1 – Fantastic Service
A couple of weeks ago I ordered a big shop from Tesco, online, and only a few days later when I was cooking tea for my boys, did I notice that a couple of the tine I had ordered we actually passed their BBE date. Now I confess, tins are tins, and are designed to have a long shelf life, but I certainly wouldn’t expect to buy tins that were 6 months out of date as these were. I snapped a photo and sent a quick Tweet, mentioning Tesco. In under an hour, they acknowledged the mistake, apologised and said they’d refund them if I took them back to the store. I explained that it had been ordered online, and a couple of hours later they had found my order and refunded the cost of the tins, but also sent me a £5 voucher to make up for the error. To be honest, I hadn’t expected them to really do anything if I hadn’t have been able to return them to a branch, so to get a response that went above and beyond was fantastic, and I am thrilled to bits that Tesco care so much about their customers. Perhaps their rival supermarkets could learn a thing or two.
Example 2 – How Not To Do It
In December, Mr was working away and needed fuel before the four hour drive home. Stopping off at Morrisons in Banbury just before he joined the motorway was the perfect opportunity to fill the tank. Except it wasn’t. You can read the full story on the website he created as a result, www.notspentatmorrisons.co.uk, but the gist is that Morrisons Banbury petrol station has number plate recognition. Seemingly, Mr’s car was blacklisted due to an unpaid fuel bill dating back to 2009 – three years before we bought his car – and after being made to feel like a criminal by the staff at the petrol station, he was told the debt transferred to him when he bought the car and that unless he paid the debt he would not be able to purchase any fuel. I don’t have legal training, but I’m pretty sure that’s not accurate (please correct me if I am wrong). Needless to say Mr didn’t cough up the £46.23 bill that he didn’t owe, but started his journey home, knowing he would have to top up his diesel at a motorway service station.
any material which:
- Is to a person’s discredit.
- Tends to lower him or her in the estimation of others.
- Causes him or her to be shunned or avoided.
- Causes him or her to be exposed to hatred, ridicule or contempt.
Given my husband was left feeling like a criminal, and having been exposed to this conversation in public, I think this is pretty close to the mark.
So you would think Morrisons would want to do the right thing, would you not? Apparently they don’t give two hoots. After three weeks, they replied to my husband’s letter detailing the account, sending him a £20 gift voucher – something all the more insulting as it was the very thing he had expressly asked them not to do (he actually sent them a cost breakdown of the wasted time he had incurred due to their allegation, which he intends to donate to charity if they do the right thing and pay). He swiftly returned the voucher along with a second letter, four weeks ago. As yet, he has not heard anything back.
I think this is a shocking way to treat customers, and to not even have the courtesy to respond is nothing but downright rude. Maybe I am biased, but I personally think Morrisons need to get this sorted out and realise that it is simply unacceptable to treat customers in this way.