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If you ever go into that store again you should wear a disguise. Like a pink wig or something. ;)
I would say go right to the top. I had a horrible case of customer service/abuse at our bank regarding our mortgage - the agent was unhelpful and dismissive, the manager was 'unable' to help... so I wrote to the bank president and sent my letter by fax with a copy by expedited post, and a cc to three Board members. I heard back in less than 24 hours from the bank manager with an apology and a solution to the problem, and shortly after a call from the president's office to make sure everything was fixed.
Sometimes middle management staff need their knuckles rapped, too. In this case, the manager has demonstrated serious ineffectiveness in staff training, customer service, and problem resolution. She was in a position to clear up the problem and make you feel valued, and doesn't seem to have many any effort. And the associate's behavior - just appalling.
I've worked retail as well. I've been on the receiving end of tirades from irate customers, and even at 18 years old I sucked it up while they were in front of me (then ran to the service desk and hid til I calmed down and stopped crying). Disrespecting a customer is NEVER appropriate conduct in a service setting.
Anywho... London Drugs management consists of:
Chairman Brandt C. Louie
President and CEO Wynne Powell
CFO Laird Miller
VP of Retail Operations and Distribution Clint Mahlman
London Drugs Limited
12251 Horseshoe Place
Richmond, BC V7A 4X5
Phone: 604-272-7400
Fax: 604-272-7579
I would write to Mr. Mahlman - he seems to be the most public face of the company.
Good luck!!
wow what B*TCH!!! I hope she gets fired!
Hello again.. Sorry for late reply to whom would be best to talk to..
If you want a chance to make a real impact on stores in your neighborhood you would want to send a letter or phone call to the district manager and not the presidents or the ceo's or anything of the company... As a LD employee I get the fakeness of the "Upper class" guys in LD all the time with the crappy recycled holiday card we get every year to the long winded videos we have to watch... so to think that they will give anything more then that to customers would be foolish.. BUT the District managers are people who have worked their way up from cashiers/stock people and such so they know what it is like to actually work in at store level and not just a business man/woman...
So to sum up I would call and send a letter to the district manager of your area and they should be able to take action and put pressure on the store manager!
Hope all goes well and you can once again rely on the LD of greatness!
:) Take care!
I had customers like that also :mad:
There were actually a few people who I actually had to draw the line with, as the store manager I had to tell them the store would no longer process any more refunds for them, because they had just abused it too many times.
Three people I vividly recall returned everything they bought, and I do mean everything...... and after conferring with both head office and the distributors (who had started to refuse to credit my store for certain items due to excessive returns from these three people) I had to tell them "I'm sorry, but I don't think we can meet your needs at this store".
Granted, those were extreme cases, but it is the people like that who ruin it for customers who need to return an item for legitimate reasons. In some cases they are getting a hassle and dealt with in a hostile and suspicious manner, which admittedly is never professional. But the mood of caution is precipitated by the customers who abuse the return policy.
:frown:
omg, at the Pet Valu I'm working at now, there's this guy that comes and demands the expiry date of *every* product. He was looking at the freeze dried cheese treats and asked if there was an expiry date, there is none, they don't expire and he didn't believe me! And it's not like his dogs don't go through the food fast, he's in every month buying the same food! I don't want to even imagine what he's like in a grocery store! UGH.
Annoying :mad:
If you are double-staffed when he comes, just excuse yourself to go to the washroom every time you look out the window and see him heading for your store
:P
I just found this thread.
Pippinelkhound, this is where you're completely wrong. I purchased $54 worth of coffee today. I purchased this coffee using coupons and only coupons.
Before I went to make this coffee purchase, however, I looked on the LD website to see what else I might be able to buy while there and noticed that the video game, Little Big Planet for Playstation, was on sale for $54.99 (as advertised). Others stores, this game is being sold for $59+.
Now, Future Shop and I believe Best Buy both have price matching plus 10% guarantees. I could have shown either one of these stores London Drug's online advertised price and gotten this video game for $49.50.
I chose, instead, to give my business to London Drugs - a Canadian company that has, by virtue of its coupon stacking policies, saved me THOUSANDS and THOUSANDS of dollars (in just one year!) while allowing me to support a Canadian company.
There are many, many items at London Drugs for which no coupon is available, yet, many of us loyal customers will choose to spend our actual, non-coupon dollars here instead of at an american-owned store down the street.
I am a MAJOR coupon stacker and am NOT an impulse buyer. I make each and every purchase count and London Drugs gets a major portion of my non-coupon dollars, which definitely add up to very nice sales amounts for LD. I would love it if they continued to expand their food aisles into an actual grocery store: they'd obviously get even more of my non-coupon dollars!
Junerose, I'm so sorry for the incidences you've become a part of. I, too, would be absolutely beyond mortified if it had happened to me. I do hope the CEOs of London Drugs respond...unless they are mind readers and have seen the future, they can never know what part a particular customer may play in their future. It should always be in their best interest to resolve a customer's issue and keep that customer returning to their company.
Hey there everyone,
This is, strangely enough, my first post AND I work at London Drugs.
We started to "allow" coupon stacking about a year ago. I say "allow" because we always could have accepted multiple coupons, but it wasn't our policy.
It was only until a customer complained about me not allowing her to coupon stack that my assistant manager told me I HAD to allow coupon stacking.
This policy isn't beat into customer service reps' heads unfortunately. Some people who work at the customer service desk don't always read the new notices. Asforementioned in this thread, the customer service rep was away after the incident. It is very likely that she doesn't know or hasn't been informed about this policy because of frequent absence.
I can tell you that not every customer service rep is the same. As consumers and retailers, i think everyone on SC knows this all too well. Even at my store, another customer service rep would not allow me to coupon stack.
That said, I think the majority of LD stores have very knowledgeable and friendly customer service reps.
Interestingly, the customer, who later complained about me, went through a new cashier and he did allow her to coupon stack. So, I believe this policy is being taught at head office. Either that, or the cashier just got an earful about me and did as he was told.
To date, I have helped some new (and not so new) mothers save a lot of money. For instance, there was (I say was because I haven't seen these two customers for a while) two women that would save over $100, combined, every time they shopped at LD. There are so many coupons for Pampers and Huggies floating around and it feels good if I can help some families save money. Hell, I will help anyone save money!! Plus, there isn't much margin for baby products, and, as mentioned before, LD just collects the money from these coupons.
So, it wasn't me per se, but sorry about the "mistaken identity." lol
I believe this makes you the minority, others have stated in other threads, that they will purchase where it's cheapest, regardless of whether it's an american store or not. I'm always curious has to how much some peope spend on gas trying to search out the cheapest price.
I think what pimplekhound/lekate (they are the same person?) trying to say is that stackers annoy regular customers by holding up the line.