Monday, February 21, 2011

Dear the Co-op

I’m writing to complain about your Morland Road, Lower Addiscombe Store in Croydon. The service there is appalling. I’ve lived in the area for over 12 months now, and I go to the store fairly regularly, although less and less often. The staff are lazy and slow, and do everything at their own convenience and I am sick and tired of standing waiting in lines because they simply don’t give a damn about the people they are there to serve.

Queues develop quickly at the store because the staff at the checkout do their work at their own leisurely pace. There response to growing queues is almost zero. They continue to operate at the same gradual pace. They may ring the bell for help, at which point a colleague may decide to wander over slowly, often continuing their work on the shop floor first, and them to assist them. They both then serve the customers at a pace they find comfortable, sometimes enjoying a casual chat. This behaviour seems to systematic of the whole staff; I visit the store at a variety of hours; the long queues and staff laziness persists regardless of who is present and what time of day it is.

There have been some improvements of late. Staff have found the energy to put your shopping in a bag occasionally, and at times when the queue reaches around the store, they’ve even dusted off the third till to use. Not that this causes them to move any quicker. This evening, as I stood waiting, one of them nudged the other to smirk “the queues past the end of the fridge”, his colleague laughed and shook his head, and on they went, doing their job with the minimal of effort. Urgency seems to be a term they are not familiar with.

After a long day at work, the last thing I want to do is to stand around waiting for people who can’t be bothered to make any effort. There are plenty of other stores around - the local Tesco always makes great efforts to keep queue time short - but I prefer to shop at the Co-Op because the food is better. But unless the quality of service improves, I shall simply go somewhere else. And no doubt the many people stuck in the queue behind me may be tempted to do the same thing.

Mr Nixon

Thank you for contacting the Co-operative Careline regarding your local store in Morland Road, Croydon.

As you would expect service is of paramount importance to us and any indication we have failed is treated very seriously. 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. I would like to take this opportunity to apologise sincerely for the service you received, and to advise that I have informed the Operations Manager regarding the issues you have raised with us. Please be assured that he will monitor the store, and take appropriate action where necessary.

Customer feedback is extremely important for us and I would like to thank you for taking the time and trouble to contact us about this matter as we do value all customer comments received, which assist us in making improvements.

If I can be of any further assistance, please do not hesitate to phone our freephone number 0800 --- ----


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Customer Relations
Co-operative Group Ltd