Erik Ribsskog
<eribsskog@gmail.com>
RE: Re: Re: New complaint/Fwd: Email to the Chief Executive’s Office [SR 1-293497288] [SR 1-293687928] [SR 1-293772111]
Erik Ribsskog <eribsskog@gmail.com>
Fri, Aug 16, 2013 at 6:42 PM
To:
customer.service@sainsburys.co.uk
Cc:
Executive Response <ceo.customerservice@tesco.co.uk>
Baskets with separators in them?
I haven’t suggested that at all.
What a dumb idea. Also, I mention in my previous e-mail that I like to keep this in writing.
And you suggest that I speak with the Store Manager.
That’s just dumb then, I think.
Could you please escalate to your line-manager.
Erik Ribsskog
What a dumb idea. Also, I mention in my previous e-mail that I like to keep this in writing.
And you suggest that I speak with the Store Manager.
On Fri, Aug 16, 2013 at 4:54 PM, <customer.service@sainsburys.
Dear Mr Ribsskog
Thank you for your reply.
We aim to provide the highest level of customer service in our stores, on the phone and online. This is something we put great emphasis on during colleague training.
Our store managers are always happy to discuss any issues our customers have in their stores. I can see from previous correspondence you have been encouraged to speak directly with our store manager. This will help to ensure he is able to address the issues you have at the time and help him to understand exactly what can be done to rectify them.
With regards to the baskets with separators in them, I have logged this suggestion on our system so it can be taken on board by the relevant department in the future.
We appreciate you taking the time to contact us.
Yours sincerely
Debbie Knight | Customer Manager
Sainsbury’s Supermarkets Ltd | 33 Holborn, London | EC1N 2HT
customer.service@sainsburys.
twitter.com/sainsburys | facebook.com/sainsburys
[THREAD ID:1-4UOWZA]
—–Original Message—– customer.service@sainsburys.
From: eribsskog@gmail.com
Sent: 15.08.2013 01:28:05 PM
To: customer.service@sainsburys.
Cc: Executive Response <ceo.customerservice@tesco.co.
Subject: Re: Re: New complaint/Fwd: Email to the Chief Executive’s Office [SR 1-293497288] [SR 1-293687928]
Hi,
I think it’s better to do this in writing. Because then one get to keep a copy of the correspondence, (in the e-mails), as documentation, of whats being said. Hope this is alright! Best regards,
On Thu, Aug 15, 2013 at 11:12 AM, <customer.service@sainsburys.
Dear Mr Ribsskog
Thank you for getting back in touch with us.
I would like to assure you that we are always happy to answer customer enquiries. To ensure we can provide you with an accurate answer to your questions, I would appreciate it if you could give us a call on 0800 636262.
We appreciate the time that you have taken to contact us and hope to hear from you soon.
Yours sincerely
Chris Martin | Customer Manager
Sainsbury’s Supermarkets Ltd | 33 Holborn, London | EC1N 2HT
customer.service@sainsburys.
From: eribsskog@gmail.com
Sent: 13.08.2013 05:27:25 PM
To: customer.service@sainsburys.
Cc: Executive Response <ceo.customerservice@tesco.co.
Subject: Re: New complaint/Fwd: Email to the Chief Executive’s Office [SR 1-293497288] Hi,
ok, I don’t understand why you don’t fill up the self-service check out machines with enough coins at the start of the day?
Or why don’t you refill one machine at the time?
(In stead of closing the whole department?).
This seems strange to me.If you have a self service department, then that should be open, when the store is open, I think.
I used to shop at the big Sainsbury in Kensington, (the one with a Starbucks cafe), for around a week, in February, in 2005. And they didn’t tell me then that these types of departments weren’t going to be open for all the hours the store is open.
And in the staffed till that day some boys with bikes, (I think it was), forgot a plastic-bottle of milk. When they were in that till before me.
(Because that was the till with the shortest queue). I thought this was strange. And the female Cashier was unaware so I had to tell her that someone had forgotten their milk.
And she ran after the boys. So it’s easier to shop in the self-service tills I think. I’m from Norway and there they use a kind of divider, so that customers have longer time, to pack their goods, in the staffed tills.
That’s one of the reasons I like the self-service-tills, because then you don’t get the next customers goods mixed with your own goods.
So I think it’s strange that you sometimes close the self service department early.
If you have a department like that it should be open as long as the store is open, I think.
I’ve never seen this at Asda, that they close the self-service-department early. Erik Ribsskog
PS.
I send a copy e-mail to Tesco, since they haven’t replied yet, to my complaint about them.
Tesco Walton doesn’t have a self-service department, for some reason.
So there it’s a bit stressing to shop, I think.
And your cashiers, at Sainsburys Rice Lane, they don’t stand in their tills, like the cashiers at Tesco Walton.
Since you have chairs, in your tills, I guess the reason is.And you at Sainsbury’s only have one type of shopping-baskets. Where as Tesco Walton has three different types, (which doesn’t mix/stock, even if they are more or less the same size). They have some dark blue baskets, some less dark blue baskets, and some metal-baskets, which looks more or less like Sainsbury’s baskets in Rice Lane, I think.
On Tue, Aug 13, 2013 at 9:15 AM, <customer.service@sainsburys.
Dear Mr Ribsskog
Thank you for your email. I am sorry that when you visited our Rice Lane store recently our self scanner checkouts closed early and you were wondering why this happens.
We always aim to exceed our customers’ expectations and we use customers’ feedback to continually improve our products and services.
I called the store and spoke to Diane Colligan, Checkout Team Leader. Diane explained that the reason the self scanner checkouts were switched off was to allow them to remove the money cassettes as they were empty and refill them. Diane apologises for any inconvenience caused.
I hope this information is helpful. We appreciate you taking the time to email us and we hope to see you in store again soon.
Yours sincerely
Lillian Tarditi | Customer Manager
Sainsbury’s Supermarkets Ltd | 33 Holborn, London | EC1N 2HT
customer.service@sainsburys.
twitter.com/sainsburys | facebook.com/sainsburys
[THREAD ID:1-4UOWZA]
—–Original Message—– customer.service@sainsburys.
From: eribsskog@gmail.com
Sent: 09.08.2013 10:23:52 PM
To: “Customer.Service” <Customer.Service@sainsburys.
Subject: New complaint/Fwd: Email to the Chief Executive’s Office
Hi,
today I was at Tesco Walton again, (and also a Sainsbury-shop).
Budget chicken nuggets were sold out at Tesco Walton today, for the second day in a row.
When I walked in to the shop, a security guard placed himself between me and the shopping-baskets, with his behind towards me.
He was completely un-aware of that I wanted a basket.
(Or he pretended to be unaware).
Is it right that security-guards in Tesco tidy the shopping-baskets?
Isn’t that a ‘normal’ Tesco-staff-job?
I ask that because the security guard seemed to lack basic customer-service skills, like being aware of a customer that walks into the shop, (of whom half of them wants a basket, or something like that).
It’s hard for me to belive this security-guard.
Was he acting in-polite and provocing me, I’m wondering.
Also you have changed packaging on your budget orange juice which you sell from the ‘milk-department’, (that is the type you sell from a fridge).
Also, I tried to complain to the woman in the check-out that the chicken nuggets were sold out.
But she didn’t answer me at all.
Before she waited for a long time, before giving me the receipt.
(This was at 21.13, it says on the receipt).
Also, most of your cashiers are standing in their tills.
As an experienced cashier I wonder why they don’t want to sit on their chairs.
Is this something cultural, I’m wondering.
Regards,
Erik Ribsskog
PS.
And to Sainsbury’s in Rice Lane.
You closed your self-service tills at around 21.15, (I think it was), on Wednesday.
Why do you close them early, I’m wondering.
———- Forwarded message ———-
From: <ceo.customerservice@tesco.co.
From: <ceo.customerservice@tesco.co.
Date: Wed, Jul 31, 2013 at 2:52 PM
Subject: Email to the Chief Executive’s Office
To: eribsskog@gmail.com
Dear Mr Ribsskog
Thank you for your email.
Regrettably, we have nothing further to add however please be assured that your further comments have been noted.
Many thanks once again for contacting the Chief Executive’s Office.
Kind regards
David UpstoneCustomer Service Executive
From: eribsskog@gmail.com
Received: 30/07/2013
Subject: Update/Fwd: Email to the Chief Executive’s Office Hi, I’ve checked on Wikipedia now. And Storebrand had a profit of NOK 1471 million, in 2010, it says. http://en.wikipedia.org/wiki/
———- Forwarded message ———-
From: Erik Ribsskog <eribsskog@gmail.com>
Date: Tue, Jul 30, 2013 at 4:39 PM
Subject: Re: Email to the Chief Executive’s Office
To: ceo.customerservice@tesco.co.
Hi, I’ve studied Information Management in Norway, for two years, in the late
80’s and early 90’s. And as part of a Management/Organisation-module there, I contacted the big
Norwegian insurance-company UNI Storebrand, and they sent me their
organisation-map. They are also a big company, so I don’t buy this. I don’t need a very detailed organisation-map. A general one would be ok, then I would at least get the overview on how
your customer service is organised. Erik Ribsskog On Tue, Jul 30, 2013 at 4:33 PM, <ceo.customerservice@tesco.co.
> Dear Mr Ribsskog
>
> Thank you for your email. I am sorry that you are unhappy with my
> response, this certainly was not my intention.
>
> I am sorry that you do not wish to meet with Colin, he is certainly best
> placed to deal with your concerns. As you are aware, the position on our
> baskets has already been explained to you, and this remains unchanged.
>
> As Tesco is such a large company, I cannot provide you with an overall
> organisation structure. However as explained, this office is the highest
> point of escalation for customer complaints.
>
> Many thanks once again for contacting the Chief Executive’s Office.
>
> Kind regards
>
> David Upstone
> Customer Service Executive
>
> [image: Tesco Logo]
>
> ……………… Original Message ………………
>
> To: ceo.customerservice@tesco.co.
> From: eribsskog@gmail.com
> Received: 29/07/2013
>
>
> Subject: Re: Email to the Chief Executive’s Office
>
> Hi,
>
> I’ve asked for an organisation-map.
>
> And Tesco are registered at the London Stock Exchange, (I’ve read on
> Wikipedia), so you should have one, I think.
>
> I want to please have your organisation-map before I go on with this.
>
> Or if you have a link to a web-site with that map on, that would also be
> fine.
>
> Also, when I complain to you, then I don’t have to deal with the Store
> Manager.
>
> I’ve worked as a Store Manager myself, (in the Rimi-chain, owned by ICA).
>
> And the Area Manager, (Anne-Kathrine Skodvin), wouldn’t always tell me who
> had complained about the shop I ran, (as I remember it).
>
> So there’s no need for me to deal with the Store Manager directly as I see
> it.
>
> As I’ve explained I’d prefer if Tesco’s central organisation could be like
> a buffer between me and the staff in the mentioned shop, (Tesco Walton).
>
> Thanks in advance for the help with this!
>
> Regards,
>
> Erik Ribsskog
>
>
> On Mon, Jul 29, 2013 at 4:01 PM, <ceo.customerservice@tesco.co.
>
> > **
> > Dear Mr Ribsskog
> >
> > Thank you for your email.
> >
> > As advised, Colin Richardson, the Walton Store Manager, would be happy to
> > meet with you in store to discuss any concerns you may have. I really do
> > hope that you will choose to meet with him.
> >
> > The Chief Executive’s Office is the highest point of escalation as we
> > reply on behalf of our board members. Regrettably there is nothing
> further
> > I can add on this matter.
> >
> > Many thanks once again for contacting the Chief Executive’s Office.
> >
> >
> > Kind regards
> >
> > David Upstone
> > Customer Service Executive
> >
> > [image: Tesco Logo]
> >
> > ……………… Original Message ………………
> >
> > To: ceo.customerservice@tesco.co.
> > From: eribsskog@gmail.com
> > Received: 29/07/2013
> >
> >
> >
> > Subject: Re: Email to the Chief Executive’s Office
> >
> > Hi,
> >
> > and how do you explain that Tesco wants to have many different types of
> > baskets with the same volume that doesn’t mix/stock?
> >
> > Also, it’s not the first time I’ve complained about the Sun Sip-cola
> being
> > sold out.
> >
> > I think it’s better if your office serves as a buffer, between me and the
> > Tesco Walton-employees, if that’s alright.
> >
> > I would have liked to asked your line-manager if that’s alright.
> >
> > And I would have wanted him/her to explain about the ‘basket-case’.
> >
> > Thanks in advance for the help with this.
> >
> > Erik Ribsskog
> >
> >
> > On Mon, Jul 29, 2013 at 11:59 AM, <ceo.customerservice@tesco.co.
> wrote:
> >
> > > **
> > > **
> >
> > > Dear Mr Ribsskog
> > >
> > > Thank you for your patience while this matter has been investigated.
> > >
> > > It was disappointing to learn that our Walton store did not have the
> > items
> > > you wanted in stock during your visit on the 23rd July, I am sorry for
> > the
> > > inconvenience caused.
> > >
> > > I have raised with matter with Colin Richardson, the Walton Store
> > Manager,
> > > he has asked me to pass on his apologies to you. Colin has advised that
> > the
> > > items are now back in stock and that he would be happy to meet with you
> > in
> > > store to discuss any concerns you may have. He has also advised that he
> > > would like to give you a couple of bottles as a way to apologise for
> this
> > > matter arising.
> > >
> > > I have reviewed the previous correspondence you have had with this
> office
> > > and I can confirm that our position is unchanged with regard to our
> > > baskets. I am sorry that you will be disappointed with my response.
> > >
> > > Thank you for taking the time to contact the Chief Executive’s Office.
> If
> > > you have any further queries please don’t hesitate to get back in
> touch.
> > >
> > >
> > > Kind regards
> > >
> > > David Upstone
> > > Customer Service Executive
> > >
> > > [image: Tesco Logo]
> > >
> > > ……………… Original Message ………………
> > >
> > > To: ceo.customerservice@tesco.co.
> > > From: eribsskog@gmail.com
> > > Received: 26/07/2013
> > >
> > >
> > > Subject: Re: Email to the Chief Executive’s Office
> > >
> > >
> > > Ok,
> > >
> > > I’ve sent you a lot of complaints earlier, you see.
> > >
> > > And I started sending them to this e-mail address, a couple of years
> > ago, I
> > > think.
> > >
> > > So now I send all the Tesco-complaints to this e-mail-address.
> > >
> > > Tesco Walton and Tesco Superstore Liverpool One also have a problem I
> > > wanted to complain about, by the way.
> > >
> > > And that’s the baskets.
> > >
> > > Tesco Walton now have three different types of baskets.
> > >
> > > One type which is made of dark blue plastic.
> > >
> > > One type which is made of a bit less dark blue plastic.
> > >
> > > And a type which is made of metal.
> > >
> > > And these three basket-types doesn’t stock with the other basket-types.
> > >
> > > So it’s a bit chaotic in the check-out-area, with the baskets.
> > >
> > > Since they don’t stock.
> > >
> > > If I put a dark blue basket on top of a less dark blue.
> > >
> > > Then the dark blue basket doesn’t fit, in the less dark blue.
> > >
> > > Even if they are about the same size, in litres, (it looks like to me).
> > >
> > > Also the metal ones are about the same size in litres, (like it looks
> to
> > > me).
> > >
> > > I think it’s odd that a big organisation like Tesco isn’t stream-lined.
> > >
> > > I have to focus on the baskets when I shop at Tesco Walton.
> > >
> > > It’s like you have to be an expert on Tesco-baskets to shop there, I’d
> > say.
> > >
> > > It’s like you want to bully the custommers from Sainsbury and Asda who
> > want
> > > to try Tesco for a change.
> > >
> > > Then you aren’t going to get many new customers, perhaps.
> > >
> > > If this isn’t something you do to make people use the trolleys then.
> > >
> > > Because I’ve worked in a grocery-chain named Rimi, in Norway.
> > >
> > > And they were a bit sceptical with having baskets, in the shops.
> > >
> > > They only wanted trolleys, (for the customers).
> > >
> > > Since customers with trolleys usually buy more, than if they use a
> > basket,
> > > to put their groceries in.
> > >
> > > But three types of baskets.
> > >
> > > Which doesn’t stock.
> > >
> > > I think this is how a shop in the third world would have done it.
> > >
> > > Why aren’t you more stream-lined, (and ‘Western’), I’m wondering.
> > >
> > > And it’s almost the same at Tesco Liverpool One.
> > >
> > > Except that I haven’t seen the metal-baskets there.
> > >
> > > But they have two types of blue baskets, (with the same volume), that
> > > doesn’t mix, when one stock them.
> > >
> > > And that’s odd for a new shop like that.
> > >
> > > Liverpool One has only been around for two or three years.
> > >
> > > And this is also a Super-store.
> > >
> > > So then it looks like to me that Tesco has problems when they want to
> > have
> > > a ‘chaos-system’, like this, with the shopping-baskets.
> > >
> > > (I’ve studied Information Management and have gone to commerce-school
> and
> > > have worked as a retail-manager.
> > >
> > > We learned at commerce-school that ‘the custommer is always right’.
> > >
> > > But I don’t think Tesco agrees with this, when I see many different
> types
> > > of baskets, that doesn’t stock, in your shops.
> > >
> > > Then I wonder if the whole Tesco-chain has lost a bit control, to be
> > > honest.
> > >
> > > Erik Ribsskog
> > >
> > >
> > > On Fri, Jul 26, 2013 at 4:36 PM, <ceo.customerservice@tesco.co.
> > wrote:
> > >
> > > > **
> > >
> > > > Our Ref 15143479
> > > >
> > > > Dear Mr Ribsskog
> > > >
> > > > Thank you for your email addressed to our Chief Executive, to which I
> > > have
> > > > been asked to respond. Please accept my apologies for the delay in
> > doing
> > > > so.
> > > >
> > > > I
This is a confidential email. Tesco may monitor and record all emails. The views expressed in this email are those of the sender and not Tesco. Tesco Stores Limited
Company Number: 519500
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