I’m beginning to wonder if some retail outlets are now operating under a hidden slogan. Something along the lines of “The customer is never right; but we are” or “We do as we wish and the hell with customer service.”
My recent experiences in two big retail chain stores are making me wonde.
Is this the new wave of customer service?
First off – Shoppers Drug Mart. Double Whammy here.
Shoppers has the penchant for suddenly stopping carrying certain products, which is their prerogative. But when it isn’t across the board with all stores and when it gets even pickier, i.e., one selection of a particular product at one Shoppers’ store, you begin to wonder what’s the idea behind it.
I was in my local Shoppers last week to buy a specific product on sale that week – PC tinned pink salmon. I had bought it last month and before that at this particular Shoppers, but it wasn’t there last week. PC tinned sockeye salmon and one other PC tinned salmon were available, but not on sale. There was no space and no price sign (sale or otherwise) for the pink salmon. So I talked to the manager – he checked and that branch is no longer carrying the pink salmon but he gave me a rain cheque and clarified that I could buy the salmon at another Shoppers Drug Mart. I said it was too hot to walk to Woodbine (the next nearest Shoppers) and I wasn’t friendly about it.
The second whammy. Another customer and I were looking for help with products and there were no clerks around in the store (except in makeup and checkout). So, the other customer boldly opened the “Employees only” door and called out – twice she had to do it. And I stuck my head in and said “me too.” The other customer claimed she had been waiting an hour for someone to bring her some Sprite pops cans. I think she was exaggerating – but I do remember someone asking for some pop earlier as I went about collecting what I wanted to buy. The store manager finally came out and told her they were out of Sprite. You can imagine her reply…and I don’t blame her.
Over the weekend in my local No Frills grocery store, they were not only down to about a dozen bananas of dubious quality, when I took my four purchases to the express checkout I ran into grief. Two of the purchases – two containers of I Can’t Believe it’s not butter were on sale at another grocery store, so I had that store’s flyer to do a price match – something No Frills does. Imagine my dismay when the young clerk said they don’t do price matching anymore at the express checkout. I said, “I didn’t see any sign for that.” He pointed to a tiny sign posted up on the side of the debit machine.
Huh? By then you are way in the checkout counter with one person behind you, putting her groceries down. I pointed this out to the clerk and that I had only four items. And I finished with “It might help if you put the sign up right at the front so people can see it before they put down their groceries.”
He didn’t make me go to another cashier and honoured my price match. But he got his just desserts, thanks to the lady right after me in the checkout. Never have I seen what goes around comes around happen so fast; because if this price match is now a no-no at Express to save time, well the lady after me just foiled any quick move through the cash with a price check – a dispute in the price of strawberries.
Mentally I was cheering her on.
And you may know, both No frills and Shoppers Drug Mart are part of the big Loblaw chain owned by Galen Weston Jr since 2006, and who in 2017 t00k over as CEO of the big parent company George Weston Ltd. from his father. Galen Weston Sr. Junior is worth 9.3 billion according to a Wikipedia article on him.
Is this the new way he is doing business? Make it difficult for the customer?
I’ll have him know that the competitions, the Rexall drug store chains are making waves in Ontario. And there is another grocery chain, Metro, that owns Food Basics as well.
Better watch out Mr. Big Business. Your competition has some better customer service tactics. No Frills doesn’t offer rain cheques, but Food Basics does.
What are some of the “no” or “bad cust0mer service issues you’ve run into lately?
Let’s start posting comments here.
Only Child Writes