Tuesday, 18 April 2017

Waitrose and Customer Bonces and Other Matters

You have previously met my email exchanges with Waitrose in my quest to see that right is done to customers. I regret it has been necessary to return to my Richmond, Surrey car park gripes. Here is my latest exchange. I'll let you know how things pan out - if you can wait.

From: STEPHEN GOLD
Date: 2 April 2017 at 17:56:27 BST
Subject: Car Park clock at Richmond, Surrey store    
It's me again but no apologies. I have copied below my frustrating previous exchange of emails about shortcomings at your Richmond store.
Two familiar matters. First, the never-right clock dispensing tickets at  the car park entrance was yesterday five minutes slow. I have repeatedly attempted to explain to your company why a slow clock operates to the detriment of your customers. Why don't you get a new mechanical system? The present one is patently unfit for purpose. Alternatively, you could cease charging customers for use of the car park. If you can afford to give them a cup of coffee in consideration of the purchase of a single grape under your new free drink policy, you must be able to afford to sacrifice car park revenue.
Secondly, I present a horrific image.




Where  and when has that precariously dangling piece of metal been photographed and by what irritant? Why, at your notorious Richmond car park and yesterday - by yours truly. This  mock up of an execution chamber is on the third floor of the park and what you see is the very same piece of metal as I photographed for you on 4 January 2017. I was led to believe shortly afterwards that management had arranged to deal with the dangerous state of affairs I demonstrated. Have they been stranded on the second floor?

I shall be interested in your comments.
Kind regards
Stephen Gold

From: STEPHEN GOLD 
Date: 7 April 2017 at 23:44:35 BST
Subject: Re: Car Park clock at Richmond, Surrey store    
Is anybody there? I have had no response to my last message. However, I can report that the car park entrance clock today was correct so that is a cause for genuine celebration. Congratulations. Alas, the execution chamber that is level 3 of the car park was today as dangerous as previously reported. Having inspected it further, I have concluded that its repair is within my competence although I cannot accept any liability to your company or any visitor to the car park should the strip of metal currently in a dangling stage thereafter become detached and damage property or kill or injure such visitor. Would it be convenient for the repair to be completed next Monday? I seek no remuneration.
Kind regards 
Stephen Gold

From: STEPHEN GOLD 
Sent: 09/04/2017 14:10
Subject: Car Park clock at Richmond, Surrey store 
Don't you want to hear from me again? I am on alert for tomorrow. My offer will expire thereafter and may not be repeated until my Summer sale.
Stephen Gold

From: Waitrose Customer Service [customerserviceteam@waitrose.co.uk
Sent: 10/04/2017 11:16
Subject: RE: Fwd: Car Park clock at Richmond, Surrey store [ 
Thank you for your further email.
I'm really sorry I had contacted the branch about this, and didn't realise I hadn't acknowledged your email.  I hope you will accept my apologies. 
We will come back to you very shortly.
Kind regards
Paul
Waitrose Customer Care

On 10 Apr 2017, at 14:20, Waitrose Customer Service <customerserviceteam@waitrose.co.uk> wrote:
Thanks again for your patience since you contacted us again.
I've spoken with the manager of the branch.
As this still hasn't been resolved for you since you first contacted us, the branch would be happy to give you a call to discuss this with you directly if you would find this helpful. 
I would be grateful if you could confirm whether this was ok, and if so what number they should call you on.
Kind regards 
Paul  
Waitrose Customer Care


From: STEPHEN GOLD

Sent: 10/04/2017 14:53
Subject: Re: Car Park clock at Richmond, Surrey store 

May I suggest that the manager's time would be better employed in eliminating the danger rather than talking to me? Do you want me to effect the repair or will Waitrose deal with it? That’s all I ask you to tell me. I am concerned about the personal safety of your customers. Why isn’t Waitrose?
Kind regards
Stephen Gold

On 10 Apr 2017, at 18:59, Waitrose Customer Service <customerserviceteam@waitrose.co.uk> wrote:
Thank you for you reply.

I'm sorry this has caused you so much concern.
I can assure you we do take the safety of our customers and Partners seriously and the metal you have mentioned has been reported.  We will have our own team look into this shortly.  
With regards to the ticket machines you mentioned, these are checked daily and corrected if necessary.  We are also hoping to replace these machines sometime in the future, but I'm afraid we can't confirm a date for this at the moment. 
If you have any concerns in future, I'd suggest asking to speak to the duty manager. Our branch Partners are always keen to resolve any issues for customers and it can help for them to be made aware of any problems at the time, so that they can take action there and then. They'll be happy to address your concerns and discuss with you what they could do to put things right for you. 
Thanks again for taking the time to tell me about this. I hope we'll see you again soon and that your future experiences are much more positive.
Kind regards 
Paul  
Waitrose Customer Care


From: STEPHEN GOLD 
Sent: 17/04/2017 17:47
To: customersupport@waitrose.co.uk
Dear Paul
Thank you and noted. 
I have visited the store today and see that the offending metal strip has been repaired and without me having to get out my tool box. So it wasn’t that difficult after all. On behalf of my bonce and the bonces of all your customers who patronise the car park,I should like to thank everyone at Waitrose for this feat. Unhappily,  the two metal strips which, as you will see from my most recent photograph, should be hanging in the next bay are instead lying on top of the back wall of that bay. If the manager or other staff member who finally managed to get themselves up to the third floor of the car park could summon up the stamina and will to reach the third floor again, they will see the strips for themselves and might even consider arranging for them to be elevated to their correct position. In the meantime,  you may feel it would be wise to notify your public liability insurers that the bay is open to customers despite the absence of all the warnings which should be displayed.
It is kind of you to suggest that I should in future converse with the duty manager. The problem with this is that unless I disguise my appearance when I do so with a false moustache  beard and raincoat, future shopping at the store could become an embarrassment for me. The other matter is that you would be denied hearing from me. That would be unfair on you, would it not?
Just one last matter, For the purpose of qualifying for  a free newspaper at Waitrose, is the price of the newspaper reckoned in the £10 required spend?
Kind regards
Stephen Gold