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Accessible legal tips, know-how and news for anyone with a complaint or legal issue from Stephen Gold, author of The Return of Breaking Law, the book

Saturday 12 January 2019

Waitrose Regrets - Again And Again

Regulars will be aware that things have not gone too well for me when visiting Waitrose at Richmond-upon-Thames (http://www.breakinglaw.co.uk/search/label/Waitrose gives some examples).

I don't want to be hard on them but they do seem to have trouble with rectifying problems. I have to tell you about my outing to the store the other day. Here's my email exchange with Waitrose. They certainly know how to say sorry. Perhaps they could learn how to put things right.

09 January 2019   17.08

Hello Again and a Happy New Year

I thought you would like to hear of my experiences at your Richmond-upon-Thames store this afternoon in  a space of 59 minutes. Here goes.

1 The cashier on the till at the far end of the store was again without a stamp machine with which to impress my car park ticket to indicate I had spent at least £10. This particular till has suffered from stamp machine starvation for several years. A machine did mysteriously appear at the till about six months ago which presumably explained why the cashier was smiling but I believe the appearance was short lived. This is a matter to which I drew your attention on 06 June 2018.

2 My car park ticket (once stamped by an adjoining cashier) was rejected by both ticket machines which, from the message displayed, seemed to think it was a credit card. 

3 I had to wait for approximately ten minutes at the customer services desk in order to report the ticket rejection and  to be given the magic word to be announced when attempting to leave the car park without having first successfully patronised the ticket machine.

4 According your automated announcement,  the middle car park lift with me ascending therein was, in fact, descending. The fact that this lift does not appear to know whether it is going up or coming down was a matter to which I have twice drawn your attention, namely on 29 July 2018 and previously. You were having the problem solved.

Should you like my unpaid assistance in tackling the above problems then do please let me know. I hope that you manage to get out of your office at the end of your shift and that your chair does not collapse in the meantime.

Stephen Gold

11 January 2019   08.25

Dear Mr Gold

Thanks for taking the time to contact us and share your experiences of our Richmond store. 
It’s disappointing to hear of the issues you encountered, and we appreciate you bringing this to our attention. 
 Our Branch Management team try to ensure that any maintenance issues are actioned as quickly and efficiently as possible, to minimise any frustration our customers may experience. I’m sorry for the trouble you were faced with and the service you received - the Branch Management team will follow this up with the maintenance team and Partners working at the time. 
If you have any concerns or observations in future, please don’t hesitate to ask to speak to the Duty Manager, so they can discuss this with you at the time.
I’m sorry for the disappointing experience that you had and I hope we can welcome you back soon. 
I hope this has resolved your query, please let me know if it hasn't.  If you'd like to comment on the service I've given you, click the link below to take part in our quick survey - as a thank you, we’ll also enter you into our monthly prize draw where you could win Waitrose & Partners gift vouchers.

Kind regards 
Waitrose & Partners Customer Care