Has anyone ever sent a complaint to Superstore?

[mydusty]

I would like to complain about the cashiers not bagging the groceries any more. My DH said he asked once when I wasn't with him, and the girl said that they're trying out a new system to see if it's faster to bag as they scan, or after everything has been rung up. The problem is, when they don't bag as they go, you feel obligated to do it yourself, and if you don't people in line start grunting and groaning because it's taking longer. This is a poorly designed "test", as almost every single customer is now bagging their groceries and skewing the time test results. Maybe the cashier was just making it up.

I really don't mind bagging my own, but if my daughter decides she's impatient, and wants to be out of her car seat, I can't entertain her and bag the groceries at the same time.

Does anyone else's store do this, or is it just mine?

I hate this because then you can't closely watch things as they scan, which gives more chances for a scanning error. (Wonder if that's why they make you bag your own??? Trying to distract you??)

[iakerr]

Also, I rarely get upset w the person on the other end of the phone as I work in a call center and I find politeness and patience gets you further than ranting, raving and rudeness.

Well said! On a side note: I do not work for the Superstore or any Loblaw stores for that matter but work as a Manager. I am more than willing to help out a customer who has an issue with the service or product that they have a problem with. The nicer you are to me, the more apt I am to return the favor by making sure you walk away happy. But the last thing a customer wants to do is start yelling or swearing at me(making a scene). Because my next step is not to help you it is to have escorted off the premises.

But onto the Superstore issues: I find that Loblaws customer service at head office to be lacking. They really don't answer your questions or address your concerns. I have pretty much given up on them. Instore for the most part they have been very good to me. If I bring them a concern they usually take care of it right there. I have returned many products without any hassle.

Bagging of groceries: They bag them here unless you are using the self check-out lanes. The full service lanes I simply refuse to bag my stuff and make no effort to help them out. Why should I do that? Do I get a discount for helping the company save money by reducing the number of hours someone gets? No. And I know this sounds awful but if people in line are getting upset with me because I am not bagging then that is their issue not mine.

[xbbx]

I want to complain about htat one incident i had. I don't know if it would of been considered as SCOP, i remember seeing the ticketed price as 9 bucks or so, but the damned thing rung up to 12 bucks. The answer I got fro mCS was "the 9.xx was for something"

[cashier]

Bagging of groceries: They bag them here unless you are using the self check-out lanes. The full service lanes I simply refuse to bag my stuff and make no effort to help them out. Why should I do that? Do I get a discount for helping the company save money by reducing the number of hours someone gets? No. And I know this sounds awful but if people in line are getting upset with me because I am not bagging then that is their issue not mine.

it's people like you that need to grow up and understand that it does make perfect sense for you to bag your own groceries. do you not buy them? do you not eat them? do you not use them? why should we have no choice BUT to bag for you? i have no problem offering my service of bagging for customers, but from the sounds of your post, i would even deny scanning you through my lane because you are so stubborn and lazy.

when we get hired, we sign an agreement to scan items through, not to bag for the lazy customers that can't get off their high horses.

[lekate]

Honestly, re-reading this thread, and some of the attitudes people give towards cashiers/CSR's, I'm so f***ing glad I quit cash at my store, I will never, EVER miss that dept. because of the way "customers" treated me. You want something? DON'T BE AN ASS, THINK OF HOW YOU WOULD *WANT* YOUR CHILD TO BE TREATED BEFORE YOU EVER RAISE YOUR VOICE TO SOMEONE IN CUSTOMER SERVICE.

sorry for my language, but this is something I feel strongly about, too many people have ruined my experience in customer service for me to never want to go back.

[Meg1112]

I complained once about a nasty/rude cashier. They sent an email back appologising

[Justine]

I hate this because then you can't closely watch things as they scan, which gives more chances for a scanning error. (Wonder if that's why they make you bag your own??? Trying to distract you??)

I highly doubt that was a factor in the decision to not bag groceries. Stores/cashiers are not intentionally trying to rip you off.

[Nice Sass]

Several years ago (probably around 2004, before we had a Superstore in my area), I had a complaint with a Zehr's store (also part of the Loblaw's chain). Essentially, my complaint was with the check-out process, in that any time I went to one particular store, there were never enough check-outs open, and too often I was the victim of being the next person in line when another cashier opened with the dreaded yell of "I'll help someone over here" and the last guy in line scoots over. Urgh.

Anyhow, the straw that broke the camel's back was the day that I selected a line, and by the time I started to keep track of how long it was taking, it was over forty minutes for me to check-out.

I looked up the store manager's name online, and sent a letter addressed specifically to him; by the end of the week I received a beautiful gift basket filled with PC products and fresh fruit, and he had personally called me to apologize.

Unfortunately, I've returned there only two times since. His efforts to retain me as a customer were admirable, but my time is just too precious to continue attending a store where there is a clear staffing issue.

[cashier]

thats not a staffing issue at all, there are only so many cashiers scheduled per day, just because there is a temporary stall in the check out process it no need to frantically call from employee to employee to come in for a shift when they wont even be needed for the entire time they're there

[Nice Sass]

thats not a staffing issue at all, there are only so many cashiers scheduled per day, just because there is a temporary stall in the check out process it no need to frantically call from employee to employee to come in for a shift when they wont even be needed for the entire time they're there

It isn't a slight against the cashiers; the issue was that if every time I attend one specific location there are never enough checkouts open so as to be reasonable, after a while it becomes apparent that there is an issue at that location. I continued to shop at the same chain, another location, and have never encountered this issue. I think that management at some locations attempt to maintain their profit margins through staff reductions; if this impacts overall service levels, then it isn't a wise decision, as it results in lost customers. When times are tough, the best strategy is to focus on customer service - you keep the ones you have, and through word of mouth gain a few more.

With respect to the original post, my point is that by going directly to the Manager I had success; I haven't gone to Head Office.

[swallow_046]

they never replied. No matter if its from a phone call or email

[Steenibambini]

I've never had an issue with Superstore, but I had a problem once with No Frills. It was over some chicken that went bad in a day and the expiry clearly stated it was good for another 5 days!

Long story short, I emailed them and explained that I was frustrated with the situation. They responded within two weeks saying they would send me a $10 GC for my inconvenience. I was happy with that, because the chicken I had purchased was only $6.