A customer experience about Morrisons

Status: Approved

#Rudeness #CustomerService  Annoyed Frustrated 

Kindly shared by Anonymous

What happened

Today (08.01.2022) at 10:30-11:00 I went to Norwich Riverside Morrisons to do our weekly shopping. When we finished my wife and my daughter went to have a look at the clothes section and I went to the tills. I started putting out the shopping from the trolley and suddenly the lady at the till told me that this is a “max 10 item till”. I apologised and asked her if she wants me to put back my shopping to the trolley and go to another till. She said it’s ok and started scanning the items. As I continued moving the shopping from the trolley to the till she carried on and basically she told me off that I didn’t realise that it was a max 10 item till. I apologised again and told her again that I didn’t realise this as there are no signs of this. Then she pointed to the ceiling where a board mentioned that this till was a max 10 item till. When I finished moving out the shopping from the trolley and went to the front to start putting the scanned items, I apologised again as she was still on about the max 10 item till. At this point I started getting annoyed as at the end of the day I was a paying customer. Ok I did a mistake but even when I asked if she wants me to go to another till she said no. The whole thing felt like she was doing me a favour. As she was scanning the rest of my shopping a lady and her mum came to the till. The lady who was “serving” me told them that this is a max 10 item till and she mentioned this to them as “other people” didn’t care about this. Here obviously she was talking about me. This really pissed me off but tried not to say anything and as a joke I told the other ladies that the lady behind the till told me off about 5 times already. After this she still carried on about the max 10 item till, etc. until I finished and paid (£92). I would like to highlight that I’m 40 years old, used to manage hotels and restaurants and due to this I had to deal with complaints. However, this is the first time in my life that I complained. I understand that working behind a toll can be stressful especially during busy hours but it wasn’t even busy.

What I wish had happened

After I apologised realising that this was a max 10 item till I told her that I can go to another till. She should have said “please go to another till”

Where this happened

In Person

Morrisons Customers

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How this makes Morrisons customers feel

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18% Customer Service
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15% Rudeness
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10% Inconvenienced
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9% Embarrassment
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9% Other
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9% Quality of product
Feelings:

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8% Discrimination
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8% Communication
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5% Financial Loss
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3% Delay
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2% Injury
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1% Service
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1% Expectations Exceeded
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1% Fraud
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1% Delivery
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Supermarket Customers

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How this makes Supermarket customers feel

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16% Customer Service
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13% Quality of product
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12% Inconvenienced
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11% Rudeness
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10% Embarrassment
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9% Financial Loss
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8% Communication
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5% Discrimination
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4% Other
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3% Delay
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2% Delivery
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2% Service
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2% Expectations Exceeded
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1% Communication
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1% Returns
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