Dear Mr Collins.
I am writing to you express my utter revulsion with the way I was treated by your Rickmansworth Branch .
My grievance all transpires from a delivery booked by my husband on Friday 2nd March to be executed on Saturday 3rd March between 7-8am. The delivery of essentials was for my mother an eighty-one year old recently widowed lady who had been housebound for four days due to the cold.
On Friday evening at approximately 7pm a Mr X supposedly the manager of your store called to say that they were cancelling my mother’s order and that deliveries would not be starting until 11 am on that Saturday. I fully appreciate that the adverse weather conditions caused difficulties, however I asked Mr X if my mother’s delivery could be made later in the day. He gave me a categoric “No” claiming that all the slots had been taken. Surely you can still accommodate the first in line? I explained that the delivery was for an old lady which he simply ignored. I even suggested that he could arrange for a taxi service to collect and deliver. Again he said “No”.
It seemed that he did not care and just wanted to get me off the phone. I have been a very loyal Waitrose customer for over twenty years which I declared to Mr X which he simlpy ignored. After my frustrating conversation with Mr X who in my opinion has not one ounce of customer service acumen, I reluctantly finished the call. However, unbeknown to Mr X I had not quite hung up and the final straw was hearing him and a female colleague laughing and ridiculing me following our conversation. When I called back to confront him, he blatantly lied and denied it and continued to be disingenous and dismissive with his dialogue. If he is an ambassador for Waitrose then God help you!
In the current hostile retail climate a bad customer service reputation is something no retailer wants be they large or small.
This episode has most definitely left me with a bitter taste in my mouth.
What happened to good will and good customer service?
I look forward to receiving an explanation.
Yours sincerely
MS
Magnolia Snowdon Says 