R
RMB
Guest
We have come across a problem in our local Franchise Supermarket in the Midlands.
For as many years that I have lived in this town I had bad experiences of buying ambient/ fresh food items from this particular shop.
We buy e.g. Potato Salad or fruit-trifle and find later that the products are out of date (1 day or 2 days)!
We (myself and friends) always complain and they refund or give option to replace it with another similar item.
We insist on filling a complaint form. The Customer Service staff are not very happy about it (the look on their face as if we are committing a crime).
They note down our complaint in a hard bound register, at other times they cant find the complaint register and ask for coming back later. They never give a complaints form.
In over 10 years, we have never heard anything after this complaint procedure. No phone call or letter addressing this issue.
Another issue with this particular shop is that items are placed under wrong price tags e.g. where a price ticket on shelf says 99c for bread, it turns out to be much more than 99c when at 'tills'.
If one asks staff about it they will simply say: "this is not the 99c one". We have complained about it so many times that now we don't even bother to complain because it will be just waste of customer time. Staff will ask you to show where we picked up this item? And then we will be assured it will be corrected. Return 4 hours later, NO CHANGE in merchandising.
We now believe that they do it all on purpose, to maximise profits they don't bother to write off items even after "sell by date" has passed.
They place items under wrong tickets on purpose too. The chances are that once you are at the cashier, staff will scan them, you wont even notice it & if you notice it, you would be at home and kids would have opened this item already! or if you spot it you would be too embarrassed to return the item.
In the local Tesco supermarket there is a policy of "double the refund" if you find an item wrongly priced. So it never happens there. I have never found a single item wrongly priced or placed under wrong ticket.
As a consumer how do we proceed with this problem? The owner is a local man who is at good terms with the local community and has loyal (read blind-faith) customers.
Should we bring this matter to the attention of the franchiser i.e. Musgrave? Suggestions welcome.
For as many years that I have lived in this town I had bad experiences of buying ambient/ fresh food items from this particular shop.
We buy e.g. Potato Salad or fruit-trifle and find later that the products are out of date (1 day or 2 days)!
We (myself and friends) always complain and they refund or give option to replace it with another similar item.
We insist on filling a complaint form. The Customer Service staff are not very happy about it (the look on their face as if we are committing a crime).
They note down our complaint in a hard bound register, at other times they cant find the complaint register and ask for coming back later. They never give a complaints form.
In over 10 years, we have never heard anything after this complaint procedure. No phone call or letter addressing this issue.
Another issue with this particular shop is that items are placed under wrong price tags e.g. where a price ticket on shelf says 99c for bread, it turns out to be much more than 99c when at 'tills'.
If one asks staff about it they will simply say: "this is not the 99c one". We have complained about it so many times that now we don't even bother to complain because it will be just waste of customer time. Staff will ask you to show where we picked up this item? And then we will be assured it will be corrected. Return 4 hours later, NO CHANGE in merchandising.
We now believe that they do it all on purpose, to maximise profits they don't bother to write off items even after "sell by date" has passed.
They place items under wrong tickets on purpose too. The chances are that once you are at the cashier, staff will scan them, you wont even notice it & if you notice it, you would be at home and kids would have opened this item already! or if you spot it you would be too embarrassed to return the item.
In the local Tesco supermarket there is a policy of "double the refund" if you find an item wrongly priced. So it never happens there. I have never found a single item wrongly priced or placed under wrong ticket.
As a consumer how do we proceed with this problem? The owner is a local man who is at good terms with the local community and has loyal (read blind-faith) customers.
Should we bring this matter to the attention of the franchiser i.e. Musgrave? Suggestions welcome.