Last week I mentioned that a few people had brought to my attention that the customer service in the new Asda Supermarket on Bolton Road is seemingly none existent! I had been told that staff were being rude to customers when at the checkouts and forcing the self checkout facility to all who passed through. My Grandad had witnessed a customer with a full trolley of food ABANDON it near the tills due to one worker wanting him to checkout the goods for himself, despite 2 other members of staff simply standing there. Others have been in touch with their experiences however I would like to thank Carl McGuire for his email on his time at shopping with the new Asda.
Carl told Atherton Online:
“I went in to grab some bread after dropping my car off for a service. I got 2 baguettes with no bar codes on, I approached the (empty) tills and the woman refused to serve me, I HAD to go to the self-service she demanded. Despite not being able a scan anything and having the right money (50p) in my hand. I've got a degree in Computing so I'm not really technophobic.
At the self-services, another woman had to find a sheet with a barcode for me to scan which took me longer than if the woman on the till had just served me. Apparently, they HAD to do this. I complained to Asda as the woman on the till was downright rude!”
Carl then complained to Asda directly and had the following response:
Hello Carl
Thank you for your email regarding the experience you had in our Atherton store recently.
It's concerning to hear you were told to scan the baguettes at the self serve checkout by my colleague when you approached the till. I can understand how frustrating this must have been for you as the bread had no barcode on, and my colleague on the self scan had to process them herself. This is certainly not the kind of experience we want for our customers.
We expect all colleagues to provide our customers with a world class service, making their shopping trips as trouble free as possible. All colleagues should act professionally at all times and provide a warm and friendly service. I'm sorry this did not happen on this occasion.
All colleagues at the store will be spoken to regarding policies, procedures and the importance of delivering excellent customer service at all times. Thank you for taking the time to bring this issue to my attention. It is only through customer contact that we can ensure the service we provide is of a high standard.
Your custom and loyalty are greatly valued and we would not want to lose them. I hope our actions may help to restore your faith in our services and that we can look forward to serving you in the future.
Thanks again for contacting Asda and if there is anything else I can help you with in the future, please let me know.
Kind regards
Vicki Hanson
ASDA Service Team
Tel: 0800 952 0101
Many thanks once again to Carl for getting in touch. This should simply not be happening in our new local supermarket. This is not the first I have heard and indeed witnessed of staff being abrupt and arrogant with their customers. We should not be forced to use self service if we don’t want to. All be it an ideal solution for those who are in a rush and don’t have time to stand around queueing, but for the majority of those who are going for more than 20 items it is just a plain hindrance rather than a help.
Please do email me at matt.howarth@athertononline.co.uk if you experience or witness rude staff members or them forcing the self checkout option on you, if this is what it is like to have a local Asda supermarket then I for one don’t want one... as I said a few weeks ago:
Bring back Kwik Save!
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