Thought id share my complaint letter to co-op customer services

Dear Sir/Madam,

I would like to inform you of the experience i had today at one of your Co-op stores in Rhyl, North Wales.

I decided to buy some groceries whilst in town with my two small children, who i was pushing in their stroller. As i walked into the store i noticed there was a puddle on the floor in the bread isle, obviously somebody had spilled something and there had been no attempt by the staff to either notify the customers or clean up the spill. Maybe the staff weren't aware of it at that time.

I walked through the spill with my stroller to look further up the isle. I was then stopped by a member of staff, she exclaimed in a very loud voice that there was something leaking from my stroller - pointing at the puddle at the other end of the isle. I noticed at this point that as i had walked through the puddle the wheels of my stroller had gone through the water causing a trail to follow behind me. Before i could protest the member of staff reached underneath my stroller and picked up my babies bottle, exclaiming again in a very loud voice that it must have been the bottle leaking. I was mortified! My babies bottle had been sterilised less than an hour before *ok this isnt quite true, but it could have been* and i was unsure that the woman even had clean hands. I was disgusted that she had the cheek to reach into my stroller, which she had no right to do, and i was even more shocked when she grabbed my babies bottle with no thought to the complications that this caused.

I explained to the member of staff that there was nothing leaking and i even emptied everything out of the underneath of my stroller to prove to her that it wasn't my fault that there was a puddle on the floor. The woman walked away in a very abrupt manner, leaving me shocked and stunned in the bread isle. I stood for a few moments contemplating leaving the store, i was so embarrased. In the end i did decide to leave the store... as i left i notice the member of staff stood by the tills, the puddle was still on the floor and no attempt had been made to clean up the mess that she was so concerned i had made.

I am still in shock about how rude the member of staff was and i hope action will be taken to ensure that none of your other customers has a similer experience.

Kind Regards
Terrie Jones

Reply:

Dear Ms Jones,

Thank you for your Email from which I was sorry to hear of the problems you experienced on a recent visit to your local Co-operative store in Rhyl. May I firstly apologise for any inconvenience you have been caused.

The Co-operative Group, as a national food retailer, takes great care in the training of our staff to ensure our customers receive the highest standard of service when shopping with us. Unfortunately, it appears on this occasion those standards have not been followed through.

We do take all complaints seriously and I can confirm that your concerns have been passed to the Operations Manager who will investigate this matter and take any appropriate action with the staff member concerned. Please be assured that he will continue to monitor the store to prevent any similar problems occurring in the future.

I very much regret you have had cause for complaint but I would like to thank you for taking the time and trouble to contact us as it is only by hearing from customers such as yourself that we gain valuable opinions about our services.

If I can be if any further assistance please do not hesitate to contact me.


Yours sincerely,


Natalie Hulmes
Customer Relations
the Co-operative Group
FREEPOST MR9473
Manchester
M4 8BA

Shocking hun ...I would have went mad if someone had the cheek to go under my pram and touch my babies bottle! hope hope get a good reply! x

I cant believe that tezzy!! how rude!!

Letter sounds good!!

The cheek of it!!

I usually find Co Op to be brilliant

Shocking! The cheek of some people!

what horrible people!! good on you tezzy for complaining! bloody cheek! xx

wtf!! grabbing something from the bottom of a buggy is like grabbing something from someones handbag!

I would have been really pissed of at that!! Someone reaching into my buggy!! You should get a good reply off them, I think the co op are good usually all round xx

I cant believe she had the nerve!

Can't believe she reached into your buggy! I hope you get a reply from them xx