One or two of you lovely lot might have seen my last post, which was an email (click here for more) to the CEO of Asda, following really shoddy service as a result of numerous missing items (twenty six! if you didn’t already know) from my recent grocery delivery. I wrote the email in fit of extreme passive-aggressive anger, and when I’d finished it I wasn’t even going to bother sending it, as I already felt better for getting it off of my chest. But before I knew it, I’d hit send…and instantly regretted my new-found passive-aggressive-assertiveness.
Now, I’m not in the habit of complaining to people in executive positions – people do it where I work and let me tell you, although it gets them a quick result, it leaves those who tried to resolve the problem initially, feeling inadequate, completely undermined and quite irritated. I didn’t want to be that customer, yet something inside of me just flipped that night and I became the customer from hell. I stayed on that phone for a whole hour (admittedly most of it was spent waiting for a supervisor to become available), not willing to take no for an answer. Unfortunately I had to in the end, as we were going around in circles and Eddy had started to grow a beard, such was the amount of time I’d spent arguing the toss.
I’d ended the call with a rather menacing, ‘Just so you know, I will be taking this further!’ (my God, what was this voice that had temporarily possessed my soul?), and being the kind of person who sticks to my word, I had no other choice than to follow up with a letter of complaint. I’m not entirely sure that it had to be to the CEO, but I liked the look of his picture, so I started bashing away on my keyboard. Actually, I have to admit at this point that I sent the email to the wrong person initially and didn’t see a picture of Roger Burnley, CEO of Asda, until I had to re-Google, after receiving an instant email telling me that the person I’d sent my original email to no longer works for Asda. Unfortunately, I forgot to remove the email telling me this from my second email to the correct CEO, so I’m guessing the CEO’s office might have thought me a bit of a fruit loop right from the word go.
In spite of what they might have thought of me, I received a phone call from the CEO’s office two days later and a follow up email. Sadly, it wasn’t from Roger himself, but a very nice chap who said that my complaint had been investigated and that processes had been put in place to stop something like this happening again. Unfortunately I’ll never see the benefit of this, as I won’t be using their home delivery service again (which leaves me in a bit of a pickle, as I boycotted Tesco’s home delivery service a couple of years back when they completely failed to deliver an entire order one evening. I’m not sure I’m cut out for home deliveries). He also offered me a £15 e-voucher as a goodwill gesture which I turned down. I’d been offered this when I initially rang up and I’d told the adviser then, that as far as I could see, I hadn’t been shown any goodwill so I wouldn’t be accepting it. Besides which, as I wouldn’t be using their home delivery service ever again, I wouldn’t have any need for it.
If all of this is making me sound slightly obnoxious, in my defence, I’d had a really long, hard, day at work and this episode had come after another recent incident where I’d had an exchange with a cashier in Superdrug who’d short changed me and seemed to think I wouldn’t have a problem with it – her justification being that she didn’t have any pennies in her till. She practically accused me of being petty over a penny. Me? Petty??
I’m not a natural complainer but I am starting to really resent poor service with no regard for the customer. Everyone has a breaking point…mine was a carton of pineapple juice. In fairness to Asda, they did try to make up for their error but it was too late. No amount of apologising or money offered would make up for the poor service I’d received – and I wouldn’t have taken it anyway – I’d complained because I’d just wanted my shopping!
So, ladies and gents what have I learned from this experience? Well, I have learned that the CEO of Asda isn’t a guy called Sean Clarke. I have learned that although I don’t feel comfortable complaining, sometimes it has to be done – and we shouldn’t apologise for doing so. And I have learned that Asda’s delivery staff can actually be contacted when they’re out delivering. Who knew?
Finally, I have learned that my kids can actually survive a day without pineapple juice.
But I wouldn’t want Roger knowing that.