My previous post detailed a letter of complaint to my local supermarket, written principally for my own amusement and regarding a sandwich I bought which turned out to be stale. They replied with a cut-and-pasted stock response, which led me to follow it up with this:
“Thanks for cutting and pasting a totally impersonal response. It’s a genuine shame that they don’t permit you to function as a human and compose a reply of your own. The very least I expected was an acknowledgment that my carefully-constructed letter had made you smile. Or not.
Thanks for the offer of a voucher. As you don’t have my postal address, I don’t see much point in you sending me it. Give it a shot, though – my name is reasonably unique in this part of the world – especially if you include my middle initials. Certainly, with only my name and general geographic area written on the envelope, finding my location will keep the Royal Mail busy at this otherwise quiet time of year for them.”
For that last sentence to make sense, you need to know that I wrote this in December.
It occurred to me that their Twitter account might be a better way of contacting them, in pursuit of a satisfactory reply. They quickly asked for my email address, which I provided. Then it all went a bit quiet.
Credit to them, their reply – which arrived yesterday – was well worth the wait. Once you have read my original letter, you will understand and appreciate this reply:
Thank you for contacting us and please accept my apologies for your disappointment with the response you have previously received from us and for the problems you experienced with the long awaited, greatly anticipated Meat Feast Sub Roll you purchased from us recently.
I do concede that from purchase of this roll, to the time of placing it into your fridge, it could not have degenerated in such a short time frame (unless your fridge was conspiring against you)!
I assure you that I was most aggrieved to learn that you were unable to fully enjoy this roll as you had hoped and therefore would like to give you the reassurance that this will be addressed in store to ensure that we only sell the best quality products that please our customers and that we continue to maintain the highest possible standards.
I am so very pleased that the roll was safely disposed of in your rubbish bin (I mean your very nice bin designed to accept rubbish that has served you so well) and that no mishaps occurred whereby it was accidently dropped on a small child! We would certainly not want to learn that you were up on manslaughter charges due to you innocently purchasing some lunch!
At this point, I would like to say that yes, I was most amused by your comments and your eloquent description of events certainly did make me chuckle to myself.
That aside, I am extremely sorry for the crushing blow you have been dealt and I am happy to send you a £10.00 voucher as a gesture of goodwill and in recognition of the time and trouble you have taken to bring this to our attention. Rather than leaving the guesswork to Royal Mail, would you kindly provide me with your address details so that I can arrange for this to be posted out to you.
Thank you again for bringing this woeful tale to our attention and I look forward to hearing from you shortly.
Fair play, Morrisons. Fair play.
My tongue-in-cheek letter of complaint to the local supermarket. Submitted via their website. They have since replied.
I enjoy the range of fresh sandwiches that is generally available from my local store. A particular favourite is the recently-introduced “meat feast” sub roll, a hearty and satisfying combination of meats, cheese, sauce, and salad.
It certainly seems to be a popular choice. As often as not there are none of this specific sandwich left on the shelf when I call in for whatever messages I have decided to populate my fridge and cupboards with. You can imagine my delight today when, with a hankering for just such a concoction, I discovered one lone remaining “meat feast” in the chiller cabinet. I deftly transferred it to the basket in my hand, and proceeded to do the rest of my shopping.
I would not say that I was in your shop a terribly long time, and when I returned home some minutes later – I live in very close proximity to your store – I put the sandwich straight in the fridge, along with other chilled and perishable goods.
With the sandwich safely in my possession, carefully stowed in a cool environment, I went about my business until the moment when hunger struck. I let the pangs build, until my longing to satisfy the craving was beyond control. Then, and only then, did I retrieve this delicious morsel from its chilled home – and that is, sadly, where it all went wrong.
The sticker on the front of the packaging alerts me, proudly, to the fact that it was “prepared in store.” Unfortunately, it does not suggest precisely when this might have been. Judging by how stale the bread was, I would imagine that it was prepared some time in the past fortnight. What crushing disappointment!
I had dreamt of that sandwich, I had held off to the very last moment to savour it, and here it taunted me by being virtually impenetrable. Not wishing to cause myself the need for expensive dental work, I did not immediately bite into the end of the roll. Rather, I used it to hammer in a couple of nails in the hope that that might soften it sufficiently to render it edible. No such luck.
The filling was every bit as tasty as I had imagined, I was just saddened that I had to remove it from the normally-delectable sub roll in order to consume it. The bread roll was a write-off, unfit for purpose and swiftly consigned to the rubbish bin. To clarify, that is the bin for rubbish – it is not in itself a rubbish bin. It is actually a very good bin, which has served me well and which I am as fond of as any sane person can reasonably claim to be fond of a refuse receptacle.
I am no scientist, but I find it difficult to believe that the roll achieved this level of staleness in the time between it leaving your fridge and entering mine. I admit that it was the first thing that I put in my basket, but taking it for a stroll around your shop should not have induced such rapid onset of inedibility. Similarly, two or possibly three hours in my refrigerator ought not to have adversely affected it in this way.
I did consider returning it to the store in question, but I am not in the habit of taking sandwiches for walks. Certainly not twice in one day, as that is a level of commitment beyond which I feel mere food deserves.
Equally, I felt no compulsion to confront your staff with the decimated remains of a rock-hard lunchtime meal. There is only so much sympathy one can expect to elicit in such circumstances. I am also a regular customer of yours, and saw no need to embarrass myself by indignantly brandishing a stale roll while loudly demanding my two-pounds-fifty back.
When it comes to purveyors of traditional lunchtime fare, my local area is very well served. I placed my faith in your ability to provide a worthy alternative to the options available from nearby bakers and food chains. You have let me down.
Please have a word with your quality control department, to ensure that supposedly fresh goods are indeed fresh. Had I accidentally dropped that sandwich on a small child, I could easily have killed him or her. As it was, I was grateful that I had elected to wear my steel-toecapped boots. Who knows what injuries your stale sandwich could have inflicted, had I not taken such precautions. Broken toes, cracked legs, structural damage to the floorboards – it hardly bears thinking about.
In conclusion, the bread was stale and I threw it in the bin. The rest of this letter was written with humour, to make you smile. Let me know if I succeeded.
Read their reply here.