Morrisons customer service fail

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I dropped in to Morrisons this afternoon to grab a few things. Not much, just enough for what I’m planning to cook tonight. One of the things I wanted was plain, uncooked peanuts. I’ve bought them before from Morrisons, so I know that they have them – or, at least, used to. I also know that they’ve moved things around in the store since I last bought them, and they aren’t were they used to be.

Not to worry, I thought, I’ll have a quick look in the obvious places and, if I still can’t find them, I’ll ask someone. First stop, look around near the fruit and veg, since that’s broadly where they were before and there’s a good chance they still are, albeit in a different location. Nope, can’t find them.

Second stop, the crisps and nuts aisle. Not really the most likely place, but it makes more sense to work systematically through the store rather than backwards and forwards from end to end. And, no, they’re not there.

Third stop, the baking ingredients and dried fruits and nuts aisle. Some other supermarkets put what they call “wholefoods” in this general location, and there’s a certain synergy about it as, in Morrisons, it does contain raw almonds, hazelnuts, cashews etc. But no peanuts.

So, the fallback option. Catch the first member of staff who walks past and ask. Cue the following interaction:

Me: Please could you tell me where I’d find plain, uncooked peanuts.

Her: (as if I’ve just interrupted something really important) In the crisps and nuts aisle.

Me: I’ve already looked in there, and couldn’t see any. Could you show me exactly where they are?

Her: (deep sigh, starts walking towards the crisps and nuts) Maybe we don’t have any, then, because that’s where they are. (We arrive at the nuts) This is all the nuts we’ve got.

Me: No, these aren’t the ones I want. Normally, they’d be in something like the wholefoods section. Do you have anything like that?

Her: (blankly) Wholefoods? No, we don’t have anything like that.

Me: They used to be near the fruit and veg (walking towards where they used to be) – they were here, before you changed things around.

Her: Those are over by the front of the store. But it doesn’t have any plain peanuts, that’s just nuts still in their shells.

Me: Can you show me where that is, please.

Her: OK, but it’s just nuts in shells.

(She leads me towards the far corner of the shop, to a unit tucked away behind a seasonal display of hanging baskets. It contains many different types of nuts and seeds, some in shells, mostly not in shells. Heck, I’d call this a wholefoods section, even if Morrisons don’t. There, at the bottom: Red skin peanuts, 99p for 400g.)

Me: Yes, that’s what I’m looking for, thanks.

Her: (another deep sigh, wanders off to the staff room door).

Maybe I’m turning into a grumpy old man, but my memory of asking shop assistants where to find things is that a) they knew where it was, and b) they’d insist on showing you, even if you were happy with just getting general directions. Was this just one particular member of staff being crap at her job, or is it a particular feature of Morrisons, or are all supermarket staff now this unhelpful?

  • I had a really useless time in the orange shop recently. I had lost my iphone and the insurance guys had paid out happily for me.
    So I went keen to obtain a new phone. The man who had originally sold me the phone wasn’t there that day I have to say he couldn’t have been more polite and helpful.
    But the young girl who served me that day was short with me bordering on actually rude.
    I explained the situation:
    Her: You will have to buy a pay as you go and put £10 on. Then you can swop the sim for your contract sim.
    Me: How much is that?
    Her: That will be £400 altogether
    Me: well really, thats a lot, I just want an empty phone and I don’t want to have to put £10 pounds on a sim I’m not going to use.
    Her: well thats just the way it is…. You could give it away or something….
    Me: Can’t you ask anyone else in the shop about this?
    Her: No not really…
    Me: Could I do this cheeper on the orange shop online?
    Her: I don’t know.
    Me: Can you ask someone..
    Her: No
    Me: Can you ring someone then and ask?
    Her: No, you could ring orange yourself or go online yourself.
    Me: Well it will be quicker if I sort it out here now. Isn’t there anyone in the shop who might know.
    Her: No 
    Me: Really?
    Her: No

    So I left and got my replacement somewhere else. Epic fail orange shop Hanley!

  • Room 101

    I can absolutely confirm that you absolutely always get a) AND b) at Waitrose. Therefore, it is not what you shop for, but rather, where you shop for it. Simples.

  • Adam T

    Being a man, I will not ask for directions, nor will I ask staff whereabouts in a shop to find a specific product – even if it appears to have moved from the original location.

  • Asmith

    Why not just say you felt that you were being treated badly instead of putting in the emotive words (deep sigh, wanders [aimlessly?] off).

    Maybe you did interrupt something, just because they are working in the shop doesn’t mean you have any special ‘entitlement’ to having immediate or ‘deferential’ treatment. I don’t get that she was rude and I expect ‘she’ (didn’t you note the name? I mean they all wear badges don’t they? (you seemed to be making a lot of detailed notes here why didn’t you get her name?) gets request hour after hour like this. Yes it is part of her job, but so I expect are a lot of other things.

    What time was ‘this afternoon’? late afternoon when ‘she’ had just done her 7 hours on her feet for crappy wages  and was probably looking forward to her break or end of shift. Part time was she? Maybe just started? Oh you don’t know? You just made an assumption that shed know where everything was in store as varied as morrisons – I can get washing machines and babies clothes in my local morrisons store, what next? A blog on the fact that the assistant didn’t know the correct type of fused connection or wattage rating of one of the products they sell?

    Can we get a report of you going into another supermarket and making a request for something else that is frankly vague (uncooked peanuts is not your every day request).

    I’d defy any person to go into any supermarket no matter how ‘upmarket’ it is to ‘know’ where they could find ‘uncooked peanuts’.

    Yes you are being a grumpy (and slightly tedious if I may say so) old man.if it was such  big deal – as you felt the need to blog about it – why didn’t you report her?Oh…maybe it wasn’t such a big deal after all.get a life.

    • To answer these questions in order: Yes, shopfloor staff in supermarkets are expected to prioritise customer assistance over any other task they are engaged in. Anyone who works in a supermarket will be able to tell you that. And yes, I did note the name tag, but I decided not to name the person on my blog as that would be unfair. Timewise, it was mid-afternoon, when the shop was actually fairly quiet.

      As for knowing where things are, again, yes, this is something that shopfloor staff are expected to know. And it’s the more obscure things that they need to know, as those are the ones they’re more likely to be asked about – especially since the store layout had recently been changed, so they should be expecting to get more than the usual number of queries like mine. And, if any particular member of staff doesn’t know, then the correct response is to say “Sorry, I don’t know, but I’ll find someone who does”, rather than try to waffle their way out of it. 

      The reason I felt the need to blog about it, and the reason I didn’t single out the person involved by name, is because this appears to be a pattern at this particular store. I’m not alone in noting this; there seems to be a general issue here with staff not having much of a concern for customer service. I’ve noticed it in other contexts, and my friends and colleagues who use the same store have expressed similar sentiments. So it seems to be more of an issue with management priorities and staff training rather than just one staff member not doing her job properly.

    • Fifty-plus

      I believe you are missing the point entirely and are, if I may say so, indicative of the way things today; in a sorry state of affairs. Your attitude frankly, stinks. I think it is you who should get a life, as you put it.

    • garlyn

      Asmith, you are an A**hole. You are indicative of the way this country is plummeting towards anarchy Today’s “ME,ME,ME” attitude is what is wrong with the country. Yes, I agree that wages are not good, however, that “her” in the report has at least GOT a job, but does not seem to care about keeping it. Mind you, my partner had her handbag stolen in the PAISLEY, ANCHOR MILL branch and was spectacularly mistreated by the manager and security(?) man who stated they DIDN’T HAVE security cameras at that side of the store very loudly so everyone could hear. After sending an e-mail to their Head Office, she received a VERY patronising letter with them backing their manager’s actions and washing their hands of the whole affair. With your attitude I would say you either work for them already or are just the type of uncaring, selfish tosser they are looking for. Grow up and learn (if you are capable) some manners.

  • Ashleigh Sims

    I work as a grocery assistant at a Morrisons in Nottingham, the way you was treated was disgraceful and would not be how I would treat you. Granted we do not know where everything is in the store however most of the stuff we do.

    This woman obviously did not go to a HOT Service meeting like every member of staff has had to go to.

  • Paulbolton

    Here in BURNHAM ON SEA are Morrisons are working a Winter rota which means only 5 out of 10 tills are maned queus are horrendeds ,taking my bussiness to tesco .

  • Bloood_bobbyb

    I was really pleased when you started your range currys I have tried most of them as I am a big curry fan, but recently I tried the milder ones and was very disappointed ,the pasanda,korma , were absolutely tasteless not even very sweet at all just tasteless , but the hotter ones are bang on

  • Loudhaler

    At least you had some customer service of sorts…..I pay my taxes diligently, but I see very little customer service from members of Evesham Town Council………..who is my local councillor? God knows, I never see him/her……see, I don’t even know what SEX they are!!!

  • Luis Oliviero

    Really? What a pointless blog….

  • N Butt

    In a word Morrisons are shit,will be so glad when Sainsburys opens in Leek,take all their business and all the brain dead morons who work there will be on the dole

    • Freddy

      I suppose you got mad about the roundabout too?
      How did that work out for you? You sure live up to your name…

    • k harrison

      And you are the type of customer we have to deal with daily. We are expected to smile sweetly and bend over backwards to please people like you no matter how you treat us.

      Maybe you should take time to think that we are normal people with normal problems and feelings not robots.

      I work on a busy checkout and had to endure one man patronisingly telling me to smile. When my 16 year old cousin had just died after illness from birth and I was doing everything I could to not cry and just keep scanning.

  • idiot hunter

    You are a moron

  • I agree that Morrison’s don’t truly value customer service. My wife recently spent hundreds of pounds to get a £50 pound off your shopping voucher and when she went to collect the vouchers on January 3rd she was told she was too late. As such we have taken our custom to Asda and Sainsbury’s. It’s an open market and if companies don’t focus on improving customer service they will see their profits drop. I would certainly confirm that Morrison’s do not value customers, when it really matters. Spend more money looking after your customers than advertising on the television.

    • k harrison

      All promotions are clearly explained on the wallets handed out at checkouts and it’s drummed into us to tell every customer.

      Is it our fault if the customer neglects to listen or dosent read the dates on the promotion wallet?

  • Tommy

    Your a cunt pal

  • Hans

    The problem comes from the way Morrisons is run. So much emphasis/pressure is placed on staff to meet targets like working a high number of cases in an hour, finishing your job as quickly as possible etc, that customer service ends up being a side issue. Morrisons treats its staff like battery hens/robots making events like this prevalent.

  • Ipswich store a. M.,today,ask assisistant placing wine out about alcohol strengths,reply in thick East European type accent,don’t know anything about alcohol strengths.

  • k harrison

    Maybe she had been on a checkout for four solid hours and was feeling faint with hunger or dying for the loo, or the last customer had subjected her to barrage of abuse for something out of her control.

    Because these are the things we are subjected to daily!!! And yet we have to smile, offer you help, pack for you if needed and try make idle chit chat despite how we’re feeling.

    Maybe you should think about that next time you come into contact with a shop assistant??!!