Morrisons review: Customer service.

Please find attached file (I have had to copy and paste as it is in PDF format and the file will not ne accepted on here. 2 months on and I have not received any adequate answer or apology.

Case Details

Company:

Morrisons

Service:

In-store shopping

Reference:

Date Raised:

22nd September 2023 at 14:11

Store location:

Redditch

When it happened:

September 22nd, 2023

Where it happened:

30 Ashton Close, Redditch, Worcestershire, B97 5AX

What happened:

My son and his partner have just visited Morrisons in Redditch. On paying for the goods and leaving

the store, they were confronted by a security guard who accused my son of not paying for an item. (A

scented Candle) Upon producing his receipt the guard said that the girl watching the self service

checkout maintained that he had not paid. On going back into the store, my son once again produced

his receipt to the girl in question and told her that she should be more attentive when serving

customers. He was then told by another Morrisons worker, We presume maybe an under manager to

get out of the store causing him yet still more embarrassment! No apology from either guard, cashier

or the other employee! Absolutely DISGRACEFUL behaviour by all concerned!

What I want:

It really is too late after the fact, but a simple apology from the store staff would have sufficed!

User account email

[protected]@gmail.com

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SUSAN BECK complaint against Morrisons In-store shopping case [protected]

Timeline

Day 1 - 22/09/23

email sent 14:09 GMT:

"Customer service issue"

email received 14:09 GMT:

"Thank you for your enquiry [ ref:_00DD0ojDb._..."

Day 5 - 26/09/23

email received 22:09 GMT:

"poor service [ ref:_00DD0ojDb._5003z2lMHAG:r..."

email received 22:09 GMT:

"Morrisons Customer Service Survey"

Day 6 - 27/09/23

email sent 08:09 GMT:

"Re: poor service [ ref:_00DD0ojDb._5003z2lMH..."

Day 7 - 28/09/23

email received 09:09 GMT:

"Re: poor service [ ref:_00DD0ojDb._5003z2lMH..."

Day 13 - 04/10/23

email sent 11:10 GMT:

"Re: poor service [ ref:_00DD0ojDb._5003z2lMH..."

Day 14 - 05/10/23

email sent 07:10 GMT:

"Re: poor service [ ref:_00DD0ojDb._5003z2lMH..."

Day 16 - 07/10/23

email sent 16:10 GMT:

"Re: poor service [ ref:_00DD0ojDb._5003z2lMH..."

Day 22 - 13/10/23

email sent 11:10 GMT:

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SUSAN BECK complaint against Morrisons In-store shopping case [protected]

"Re: Thank you for your enquiry [ ref:_00DD0oj..."

email sent 11:10 GMT:

"Re: poor service [ ref:_00DD0ojDb._5003z2lMH..."

Day 44 - 04/11/23

email sent 10:11 GMT:

"Re: poor service [ ref:_00DD0ojDb._5003z2lMH..."

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EMAIL

sent on 22/09/23 at 14:09 GMT

Customer service issue

Dear Sir / Madam,

I am writing to you to raise an issue about: In-store shopping

The issue that I have experienced was: My son and his partner have just visited Morrisons in

Redditch. On paying for the goods and leaving the store, they were confronted by a security guard

who accused my son of not paying for an item. (A scented Candle) Upon producing his receipt the

guard said that the girl watching the self service checkout maintained that he had not paid. On going

back into the store, my son once again produced his receipt to the girl in question and told her that

she should be more attentive when serving customers. He was then told by another Morrisons

worker, We presume maybe an under manager to get out of the store causing him yet still more

embarrassment! No apology from either guard, cashier or the other employee! Absolutely

DISGRACEFUL behaviour by all concerned!

It occurred on: 22/09/2023

This meant that My son was acutely embarrassed at being accused of being a thief in front of both

people in the car park and also back in the store. He suffers greatly with acute anxiety and what

happened today was despicable and hurtful.

It really is too late after the fact, but a simple apology from the store staff would have sufficed!

I look forward to your prompt response on this matter. As recommended by Trading Standards, I

would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

SUSAN BECK

Store location Redditch

30 Ashton Close,

Redditch Worcestershire

B97 5AX

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EMAIL

received on 22/09/23 at 14:09 GMT

Thank you for your enquiry [ ref:_00DD0ojDb._5003z2lMHAG:ref ]

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EMAIL

received on 26/09/23 at 22:09 GMT

poor service [ ref:_00DD0ojDb._5003z2lMHAG:ref ]

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EMAIL

received on 26/09/23 at 22:09 GMT

Morrisons Customer Service Survey

Thanks for contacting our Customer Service team

We would like to ask you 4 short questions about the assistant

that handled your query

You can find the survey through this link

Thank you ever so much,

Morrisons Customer Service Team

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EMAIL

sent on 27/09/23 at 08:09 GMT

Re: poor service [ ref:_00DD0ojDb._5003z2lMHAG:ref ]

Dear Customer Service Team,

Thank you for the update on my complaint about the unfortunate incident caused by some members

of your staff. I shall look forward to what action is taken regarding this matter.

Regards, Susan Beck.

SUSAN BECK

Store location : Redditch

30 Ashton Close

Redditch

Worcestershire

B97 5AX

RES10681333

Original complaint date: 22/09/2023

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EMAIL

received on 28/09/23 at 09:09 GMT

Re: poor service [ ref:_00DD0ojDb._5003z2lMHAG:ref ]

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EMAIL

sent on 04/10/23 at 11:10 GMT

Re: poor service [ ref:_00DD0ojDb._5003z2lMHAG:ref ]

Dear Customer Service Team,

It has now been 6 days since your last mail to me. I am still non the wiser as to what action Morrisons

intend to take,

( if any) as I am still waiting for the promised telephone response from Adam, the manager of the

Redditch store.

Regards,

SUSAN BECK

Store location : Redditch

30 Ashton Close

Redditch

Worcestershire

B97 5AX

RES10681333

Original complaint date: 22/09/2023

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EMAIL

sent on 05/10/23 at 07:10 GMT

Re: poor service [ ref:_00DD0ojDb._5003z2lMHAG:ref ]

Dear Sir or Madam,

I am writing to complain about an issue with In-store shopping at Morrisons. I have contacted your

customer services team with my complaint, but am dissatisfied with the response I've received so far.

This is because:

{[I specifically asked to be updated as to what response Morrison has taken regarding my complaint. I

was also promised a telephone call from the manager at the Redditch store, but like any update,

Nothing! ]}

As I am sure you understand, the situation as it stands is very frustrating and I would be really grateful

if we could move forwards towards a solution.

Yours sincerely,

SUSAN BECK

Case reference: Redditch

Reference:

Address: 30 Ashton Close, , Redditch, Worcestershire, B97 5AX

Original complaint date: 22/09/2023

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EMAIL

sent on 07/10/23 at 16:10 GMT

Re: poor service [ ref:_00DD0ojDb._5003z2lMHAG:ref ]

Dear Customer Service Team,

Redditch

I am writing to complain about an issue with In-store shopping.

I have already raised my issue within your organisation, but I feel that my issue is still unresolved,

hence my need to involve you in helping to resolve this problem.

Here is what happened: My son and his partner have just visited Morrisons in Redditch. On paying for

the goods and leaving the store, they were confronted by a security guard who accused my son of not

paying for an item. (A scented Candle) Upon producing his receipt the guard said that the girl

watching the self service checkout maintained that he had not paid. On going back into the store, my

son once again produced his receipt to the girl in question and told her that she should be more

attentive when serving customers. He was then told by another Morrisons worker, We presume

maybe an under manager to get out of the store causing him yet still more embarrassment! No

apology from either guard, cashier or the other employee! Absolutely DISGRACEFUL behaviour by all

concerned!. This happened on September 22nd, 2023

It really is too late after the fact, but a simple apology from the store staff would have sufficed!

Please reply back via this email address, as I would like to keep all my communications in one place.

Yours sincerely,

SUSAN BECK

30 Ashton Close

Redditch

Worcestershire

B97 5AX

RES10681333

Original complaint date: 22/09/2023

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EMAIL

sent on 13/10/23 at 11:10 GMT

Re: Thank you for your enquiry [ ref:_00DD0ojDb._5003z2lMHAG:ref ]

Dear Customer Service team

Again, as I have come to expect from Morrison's, weeks pass by, no response. Thank you for the

telephone call? NOT!

Regards,

SUSAN BECK

Store location : Redditch

30 Ashton Close

Redditch

Worcestershire

B97 5AX

RES10681333

Original complaint date: 22/09/2023

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EMAIL

sent on 13/10/23 at 11:10 GMT

Re: poor service [ ref:_00DD0ojDb._5003z2l