A customer experience about Morrisons

Status: Approved

#Embarrassment  Annoyed Disappointed Saddened 

Kindly shared by Anonymous

What happened

Saturday 12/11/21 10:15 Server: Becky I ordered 3 sausage sandwiches as part of the sandwich and hot drink offer. Becky only put 1 sausage in each sandwich. I asked why there was only one and was told that in the offer you only get one sausage. I went away and messaged barista bar in Berwick who told me there should be two. I returned to the store where Becky had already asked about this and realised there should have been two. She explained that she was told to cut them in half and got confused about how many sausages to use. She was very apologetic and said I could get a refund at the main counter. I gave her the sandwiches which were cold and she put them in the bin for me. I queued at the main counter where Jenny was working. When I got to the front I was asked to step aside as she would have to change her screen to sort the refund and she had to serve the other customers behind me. She asked what had happened to the sandwiches, I said they were in the bin. She told me that was a waste, I should have eaten them anyway. I was taken aback by this. She then issued the refund explaining that I should have just came to see her rather than making a fuss and she could have sorted it straight out. All this in front of a line of customers. Just for information, I didn’t eat the sandwiches as I didn’t know if they would be needed back. Then they were cold and I had lost my appetite so it wasn’t really on my mind. I didn’t feel it would have been important for me to have to justify myself, publicly, to Jenny. I came away feeling belittled, this is the first time I have had a bad experience in the Alnwick barista bar, I cannot return there in the future as I do not want to deal with Jenny ever again. Becky made a mistake and she was very professional and apologised, it could have been the end of it, but Jenny, who in fairness was standing up for her colleague, has made this whole experience unpleasant. This is my first complaint I have ever had to make about an employee, I must say Mir ally Morrison’s staff are friendly and Albert supportive Sincerely Paul Chapman

What I wish had happened

I had received the refund without further comment

Where this happened

In Person - Willow tree industrial estate, Alnwick, NE662HA

Morrisons Customers

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18% Inconvenienced
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14% Quality of product
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12% Customer Service
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8% Embarrassment
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8% Financial Loss
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6% Service
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6% Injury
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6% Communication
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6% Rudeness
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4% Expectations Exceeded
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4% Communication
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2% Delay
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15% Customer Service
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13% Inconvenienced
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11% Quality of product
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10% Financial Loss
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9% Rudeness
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8% Embarrassment
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7% Communication
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4% Service
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4% Discrimination
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3% Delivery
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3% Communication
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3% Expectations Exceeded
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2% Injury
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2% Delay
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2% Other
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2% Returns
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1% Fraud
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