Tell the World

what went wrong

and hopefully the

world gets better

Last update

01/11/2007

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We went shopping last Saturday to the ASDA store at the Merry Hill Centre round about lunchtime. All the tills were busy with customers queuing at each till.

 

When it was our turn,  we placed all our items, as usual, on the conveyor waiting to be served. The customer in front of us decided to query her bill before settling it, as apparently she had purchased a multi-buy offer which the till had not taken into consideration.

 

The check-out operator then re-checked the items in dispute without much success and finally called a supervisor [or trouble shooter] who, after some discussion with the cashier and the customer,  went off with one of the items.

 

All in all it took about 10 minutes, but seemed half an hour before the query was eventually sorted out, which in the end,  turned out to be a  misunderstanding by the customer and not ASDA's fault.

 

All this time the till was blocked and we just stood there and waited and it was not until the cashier finally served us that she apologised to us for this hold-up.

 

I actually walked off twice around the mall and had it not been for the patience of my wife I, would have left my shopping behind and walked out.

 

I always understood that it was a golden rule never to block a till to the inconvenience of other customers who are not involved in the dispute and  that any complaint or query should be dealt with by another member of staff away from the tills and the queuing customers.

 

ASDA/Wal*Mart keep telling us that customer care is one of their most essential priorities and therefore, I wrote  to the Manager of the Merry Hill store and suggested to  look into their procedure of dealing with similar queries in the future as they might retain one satisfied customer and loose 5 disgruntled one's in the process.