Sausage Throwing at Morrisons
When Morrisons took over from our local Safeway, we just knew we'd be
able to have a sly complaint about something. To think, it all started
with a plastic flower glued to a table...The Complaint
Dear Sir/Madam,
When I wrote to you back in June this year, when you closed the Safeways store and reopened as Morrisons. I had a strange feeling that I would be writing to you in the future. Lo and behold, here I am in that scenario.
I was in my local branch the other day, Thursday lunchtime to be precise. I had to purchase some shopping. Normally my girlfriend takes care of this side of things, but as she is currently away on business, I was left with no alternative. I gathered all my items together in the basket and went to take my place in the queue. Now, first and foremost, what irritates me the most, is the fact that when this particular store was Safeways, if you only have a few items in your basket, or just nipped in for a pint of milk, you could then go and stand at the cigarette kiosk and be served. Not now, things have changed. You are seriously frowned upon by the checkout supervisor, who incidentally has more keys than is probably required to launch a spaceship. Why, oh why can't I take my basket of shopping to the cigarette kiosk and be served a lot quicker? It would certainly enhance my shopping experience no end. But, according to you taking items to that counter is like eating the forbidden fruit. My friend, who I met in the queue had in his hand a solitary packet of doughnuts, nothing else, yet he was subjected to the lengthy line up operation. What are you playing at Morrisons?
That is not my main reason for this letter. Oh no, but it is connected. I had all my items in the basket, I took up my place in the queue and made a mental note of the time, 12:20pm, at this stage you have a total of twelve out of twenty-two checkouts in operation. Despite the vain attempts of the customer service desk calling for "All relief cashiers to the checkouts please." Three times, before any staff took notice. I did eventually get served at 12:38pm, according to the receipt and my watch. I was stood in that line for almost twenty minutes. Aren't you glad I'm not a pensioner with mobility problems? This letter would be informing you that I would be suing you. Do you realise what you can do in twenty minutes? Well, I roughly penned this letter to you in my head, but there is so much else to do.
Are you trying to turn a once enjoyable trip to the supermarket, where the staff was once happy and cheerful into an experience where most of your shoppers leave the store in tears and with no shopping? What's going on Morrisons? I would like to know.
I await your reply.
Cogsy at ST.
When I wrote to you back in June this year, when you closed the Safeways store and reopened as Morrisons. I had a strange feeling that I would be writing to you in the future. Lo and behold, here I am in that scenario.
I was in my local branch the other day, Thursday lunchtime to be precise. I had to purchase some shopping. Normally my girlfriend takes care of this side of things, but as she is currently away on business, I was left with no alternative. I gathered all my items together in the basket and went to take my place in the queue. Now, first and foremost, what irritates me the most, is the fact that when this particular store was Safeways, if you only have a few items in your basket, or just nipped in for a pint of milk, you could then go and stand at the cigarette kiosk and be served. Not now, things have changed. You are seriously frowned upon by the checkout supervisor, who incidentally has more keys than is probably required to launch a spaceship. Why, oh why can't I take my basket of shopping to the cigarette kiosk and be served a lot quicker? It would certainly enhance my shopping experience no end. But, according to you taking items to that counter is like eating the forbidden fruit. My friend, who I met in the queue had in his hand a solitary packet of doughnuts, nothing else, yet he was subjected to the lengthy line up operation. What are you playing at Morrisons?
That is not my main reason for this letter. Oh no, but it is connected. I had all my items in the basket, I took up my place in the queue and made a mental note of the time, 12:20pm, at this stage you have a total of twelve out of twenty-two checkouts in operation. Despite the vain attempts of the customer service desk calling for "All relief cashiers to the checkouts please." Three times, before any staff took notice. I did eventually get served at 12:38pm, according to the receipt and my watch. I was stood in that line for almost twenty minutes. Aren't you glad I'm not a pensioner with mobility problems? This letter would be informing you that I would be suing you. Do you realise what you can do in twenty minutes? Well, I roughly penned this letter to you in my head, but there is so much else to do.
Are you trying to turn a once enjoyable trip to the supermarket, where the staff was once happy and cheerful into an experience where most of your shoppers leave the store in tears and with no shopping? What's going on Morrisons? I would like to know.
I await your reply.
Cogsy at ST.
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Morrisons Response
Dear Sir,
We have carefully noted the details of your complaint about your local store.
We are currently undertaking investigations into your complaint and as soon as we have any further information we will contact you again.
Many thanks for bringing this matter to our attention and we shall contact you again shortly.
Yours faithfully
Morrisons Customer Services
Kyrie Chesterman
Customer Services Advisor
We have carefully noted the details of your complaint about your local store.
We are currently undertaking investigations into your complaint and as soon as we have any further information we will contact you again.
Many thanks for bringing this matter to our attention and we shall contact you again shortly.
Yours faithfully
Morrisons Customer Services
Kyrie Chesterman
Customer Services Advisor
Our Response
Dear Mr Morrison,
Whilst I congratulate you on taking over the Safeway store in my town, I feel there are a few points that have been overlooked on your part. Whilst you sit in your office, contriving world domination with the black and yellow brand. I think that you should take a step back and realise what you are doing to this area. Firstly you close the store for four days, thus rendering all your customers to shop elsewhere, the local Tesco Metro for example. I also believe that the Tesco in question is not employing extra staff to cope with this sudden influx of customers, and things will undoubtedly get quite hectic. This, I grant you, is not entirely your fault but you are still to blame in a way. What if, after four days, your regular customers find that they prefer Tesco to the garish colour scheme that sits in place of their favoured store? Will you close this branch and make all your staff redundant?
My second point is this: I was in your Safeway/Morrison hybrid store this afternoon to buy some essentials for the coming four days of not being able to get served in Tesco. When I happened to notice a few things. Now, not being a regular shopper myself, I let my girlfriend take care of that, but as she was working, I had no other alternative. I noticed a gaping void where the customer service desk used to be. Do Morrisons not want to give customer service? Where have they moved the Customer Service desk? Let me tell you, they have moved it next to the cigarette kiosk, which has been shortened to allow for this development. As I am not a smoker, I find the habit irritating, I discovered that if I wish to complain or enquire about something I have to stand next to a queue of smokers purchasing their cancer sticks.
When trying to fathom out your new "improved" layout, incidentally what other store puts breakfast cereals in the freezer aisle? I came across the delicatessen counter, at the rear of the shop, next to the stockroom where they are continually pulling out cages of produce with rusty wheels and the metal isn't always in top condition, surely this is a hygiene issue? In front of the delicatessen counter there are four or five stands, quite macroscopic, displaying various items, cake for example. The only reason why I chose cake, is because I observed a manager pick one up squeezing it to within an inch of it's cake-life before replacing it on the stand. Did you realise that the Disability Discrimination Act was updated in October 2004? The new law states that all business' must comply with making their premises accessible to all abilities. I'm not disabled, but I do know disabled people. A friend of mine is confined to a wheelchair. I certainly wouldn't like to take him round there on a busy day, not only would we never get passed those islands, but he would end up leaving the store covered in Jaffa Cakes and Bleach, or whatever happens to be on the ends of the aisle on that particular occasion. As the only way past is to scrape the wheelchair along he shelf and ruining the display. All wheelchairs are different sizes, so whatever sized chair was tested, and I seriously doubt testing occurred, it was obviously the wrong size. You might get an influx of local recovery specialists arriving at your store, from people who have become lodged between a packet of digestives and this cumbersome island on their motability scooter and had to call to be safely removed.
Lastly, and I know you will not have read this far, is the new and improved cafe facility on this site. It's not yet open, but I can see through the windows. Why, oh why have you put those pathetic plastic flowers on the tables? I'll tell you for now, it won't be long after the cafe reopens that they will be stolen by people who think they will look better in their living room than in your cafe. I notice the chairs haven't been changed, please change them. I'm not asking for you to install sofas', just chairs that don't lose their comfort value on the derriere after twenty seconds. Will you be continuing to sell lifeless bacon and a sausage that if thrown at a passing cyclist wouldn't cause concussion? I'm not saying that throwing sausages is acceptable, just that this area has a reputation for cyclists.
I would appreciate an answer to this letter, and I will be sure to be in the "new look" store when it reopens for business on Thursday morning.
Cogsy @ ST.
Whilst I congratulate you on taking over the Safeway store in my town, I feel there are a few points that have been overlooked on your part. Whilst you sit in your office, contriving world domination with the black and yellow brand. I think that you should take a step back and realise what you are doing to this area. Firstly you close the store for four days, thus rendering all your customers to shop elsewhere, the local Tesco Metro for example. I also believe that the Tesco in question is not employing extra staff to cope with this sudden influx of customers, and things will undoubtedly get quite hectic. This, I grant you, is not entirely your fault but you are still to blame in a way. What if, after four days, your regular customers find that they prefer Tesco to the garish colour scheme that sits in place of their favoured store? Will you close this branch and make all your staff redundant?
My second point is this: I was in your Safeway/Morrison hybrid store this afternoon to buy some essentials for the coming four days of not being able to get served in Tesco. When I happened to notice a few things. Now, not being a regular shopper myself, I let my girlfriend take care of that, but as she was working, I had no other alternative. I noticed a gaping void where the customer service desk used to be. Do Morrisons not want to give customer service? Where have they moved the Customer Service desk? Let me tell you, they have moved it next to the cigarette kiosk, which has been shortened to allow for this development. As I am not a smoker, I find the habit irritating, I discovered that if I wish to complain or enquire about something I have to stand next to a queue of smokers purchasing their cancer sticks.
When trying to fathom out your new "improved" layout, incidentally what other store puts breakfast cereals in the freezer aisle? I came across the delicatessen counter, at the rear of the shop, next to the stockroom where they are continually pulling out cages of produce with rusty wheels and the metal isn't always in top condition, surely this is a hygiene issue? In front of the delicatessen counter there are four or five stands, quite macroscopic, displaying various items, cake for example. The only reason why I chose cake, is because I observed a manager pick one up squeezing it to within an inch of it's cake-life before replacing it on the stand. Did you realise that the Disability Discrimination Act was updated in October 2004? The new law states that all business' must comply with making their premises accessible to all abilities. I'm not disabled, but I do know disabled people. A friend of mine is confined to a wheelchair. I certainly wouldn't like to take him round there on a busy day, not only would we never get passed those islands, but he would end up leaving the store covered in Jaffa Cakes and Bleach, or whatever happens to be on the ends of the aisle on that particular occasion. As the only way past is to scrape the wheelchair along he shelf and ruining the display. All wheelchairs are different sizes, so whatever sized chair was tested, and I seriously doubt testing occurred, it was obviously the wrong size. You might get an influx of local recovery specialists arriving at your store, from people who have become lodged between a packet of digestives and this cumbersome island on their motability scooter and had to call to be safely removed.
Lastly, and I know you will not have read this far, is the new and improved cafe facility on this site. It's not yet open, but I can see through the windows. Why, oh why have you put those pathetic plastic flowers on the tables? I'll tell you for now, it won't be long after the cafe reopens that they will be stolen by people who think they will look better in their living room than in your cafe. I notice the chairs haven't been changed, please change them. I'm not asking for you to install sofas', just chairs that don't lose their comfort value on the derriere after twenty seconds. Will you be continuing to sell lifeless bacon and a sausage that if thrown at a passing cyclist wouldn't cause concussion? I'm not saying that throwing sausages is acceptable, just that this area has a reputation for cyclists.
I would appreciate an answer to this letter, and I will be sure to be in the "new look" store when it reopens for business on Thursday morning.
Cogsy @ ST.
Morrisons Response
Dear Sir,
Thank you for your letter regarding the changes that have been made to our store since its conversion.
We always welcome feedback from our customers and assure you that your comments regarding the various aspects that you raised have been duly noted. I have taken the liberty of passing these onto the people concerned in order that this may be looked into and, if necessary, be addressed.
We pride ourselves on the high quality of our stores, the service that we deliver and the facilities that we provide, and it is always regrettable when these do not meet our customers' requirements. You can rest assured that your comments and views are very valuable to us and we will continue to do everything to ensure that we maintain the high standards that our customers expect.
Thank you once again for taking the time and trouble to share your views with us and I do hope that we will remain your choice for shopping in the future.
Yours sincerely
Morrisons Customer Services
Kyrie Chesterman
Customer Services Adviser
Thank you for your letter regarding the changes that have been made to our store since its conversion.
We always welcome feedback from our customers and assure you that your comments regarding the various aspects that you raised have been duly noted. I have taken the liberty of passing these onto the people concerned in order that this may be looked into and, if necessary, be addressed.
We pride ourselves on the high quality of our stores, the service that we deliver and the facilities that we provide, and it is always regrettable when these do not meet our customers' requirements. You can rest assured that your comments and views are very valuable to us and we will continue to do everything to ensure that we maintain the high standards that our customers expect.
Thank you once again for taking the time and trouble to share your views with us and I do hope that we will remain your choice for shopping in the future.
Yours sincerely
Morrisons Customer Services
Kyrie Chesterman
Customer Services Adviser
Our Response
Dear Ms. Chesterman,
Many thanks for taking approximately four weeks to respond to my original letter. No doubt you will have been writing letters to people in a similar situation to myself, after finding their local Safeway Superstore had been possessed by Morrisons.
I am glad that you strive to provide high standards. It sounds like a good idea in theory, but when it is set in practice in my local store, it doesn't work. I find myself going in there in a bid to cheer up the always miserable staff, never getting a smile at the checkouts, and getting my change thrown at me. I find the Morrisons equivalent of the "changing of the guard" most enjoyable. Especially as it only seems to happen when I am next in line to be served. The seemingly pointless rigmarole your staff has to go through is quite intense, although I have never seen two members of staff actually doing the same routine.
As for the cafe, what happened? Ok, I'm amazed to see the awful plastic flowers are still there, only because they've been glued to the stand! I went in there to try an "All day breakfast," mainly to see if there was an improvement on the Safeway version. I'm sorry to report, that the new system is pointless. I didn't realise this, but the clue is in the title of the food I ordered, I had to wait the equivalent of the whole day to get my breakfast, I was so hungry I was on the verge of passing out. 45 minutes it took, Forty-Five Minutes. I didn't realise I had to wait for the chicken to lay the egg. I would have asked for a refund, but time was against me. No thanks to Morrisons Cafe.
I am considering asking for compensation, not a gift voucher for the cafe, for the forty-five minutes of anguish I had to endure. Incidentally, when the food arrived, it was barely lukewarm.
I await your reply.
Cogsy @ ST.
Many thanks for taking approximately four weeks to respond to my original letter. No doubt you will have been writing letters to people in a similar situation to myself, after finding their local Safeway Superstore had been possessed by Morrisons.
I am glad that you strive to provide high standards. It sounds like a good idea in theory, but when it is set in practice in my local store, it doesn't work. I find myself going in there in a bid to cheer up the always miserable staff, never getting a smile at the checkouts, and getting my change thrown at me. I find the Morrisons equivalent of the "changing of the guard" most enjoyable. Especially as it only seems to happen when I am next in line to be served. The seemingly pointless rigmarole your staff has to go through is quite intense, although I have never seen two members of staff actually doing the same routine.
As for the cafe, what happened? Ok, I'm amazed to see the awful plastic flowers are still there, only because they've been glued to the stand! I went in there to try an "All day breakfast," mainly to see if there was an improvement on the Safeway version. I'm sorry to report, that the new system is pointless. I didn't realise this, but the clue is in the title of the food I ordered, I had to wait the equivalent of the whole day to get my breakfast, I was so hungry I was on the verge of passing out. 45 minutes it took, Forty-Five Minutes. I didn't realise I had to wait for the chicken to lay the egg. I would have asked for a refund, but time was against me. No thanks to Morrisons Cafe.
I am considering asking for compensation, not a gift voucher for the cafe, for the forty-five minutes of anguish I had to endure. Incidentally, when the food arrived, it was barely lukewarm.
I await your reply.
Cogsy @ ST.
They
never replied.
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