Here on the internet we are quick to publicly criticise and condemn companies for their failings, and I would like to share a positive story about the customer service we recently received from Morrisons – why not share the good stories as well as the bad?
James bought me a double packet of malted milk biscuits (my favourite!) from the supermarket on the way home and when I pulled out the second packet I noticed it looked like it had been nibbled into. I took a closer look at the outside packet and it looked like that had suspicious holes in at the end.
The wonder of social media allowed me to contact Morrisons straight away via twitter…
https://twitter.com/zoecorkhill/status/392295038082093057
They were quick to respond and so I DM’ed them the details they needed…
@zoecorkhill Hi Zoe, this doesn't look good. Please can you DM us with your contact details.
— Morrisons (@Morrisons) October 21, 2013
A few days later a letter and £3 of vouchers arrived in the post. It may not seem like a lot but the pack of biscuits were only 79p for a double pack – and I’d already eaten the first of the two packs as it was fine, so I only really lost out around 40p of biscuits.
The important thing is, they took notice of my tweet, they listened, replied, apologised & compensated me. A lot of the big companies just ignore people complaining or ask you to return to the store for a refund. I have complained about products on twitter in the past and had the supermarkets just telling me that I should take it back with a receipt. Morrisons acknowledged me and made amends without me having to leave the house for the sake of half a pack of biscuits.
Problems happen in every supply chain, every supermarket, and it is how you deal with it that counts. This little gesture was gladly received. Thanks, Morrisons!
ahh thats nice. They were really good about a complaint I had too. Can’t fault their customer service team 🙂
Good to hear that! I sent an email to Warbutons after trying their wholemeal rolls ,which were so doughy we couldn’t eat them! All I got was an email saying they were sorry I was dissatisfied but all their products were fully tested …………bla……….bla ……….bla………..! Not a happy bunny!
@zoecorkhill Thanks for sharing Zoe! 🙂
Glad the problem was resolved quickly.
I bought some kitten milk in Asda a while back – when purchasing, I noticed that there were two different shape cartons but both were the same price. Picked a pack of 3 up for £1.58 and thought nothing more of it. When my daughter went to feed it to the kittens, it came out really lumpy – we checked the date and it was best before April 2013 (and this was August 2103!!). I took them back and, instead of just speaking to the first person available, I insisted on speaking with the Manager. He was incredibly apologetic – checked the shelf and found all the ones the same shape to be out of date. He removed them immediately, gave me a packet of those that were in date, along with a packet of three Whiskas Kitten milk cartons (which retailed at over £2.00) and then gave me a £5.00 gift voucher as a goodwill gesture.
Mistakes can happen anywhere – it is whether or not they are resolved that gives a good indication of the value of the shopper to the big supermarkets.
My @tots100 #WillyNilly post is about customer service, shout about good experiences, not just bad ones!
RT @zoecorkhill: My #WillyNilly post is about customer service, shout about good experiences, not just bad ones!
love hearing a positive customer service story!
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