Why do supermarkets persist with bad service?

It really isn’t that hard to provide good service when operating a supermarket yet my experience of supermarket shopping is one of constant disappointment.  A recent event where I found a 1 kg container of hummus was leaking is a very good example.  I purchased from Coles Northpoint in Warrnambool and living 30 minutes out of town (only shopping once or twice a week) it was wise to report it immediately.

This of course would only work if they answer the phone of which they did not.  Action plan two was to fill out the customer online contact form.  This required a lot of work including the barcode on the product and product description.  Three days later a reply stated they couldn’t help me because I hadn’t supplied the product size (which was in the heading – 1kg) or a barcode (which was entered and cannot be sent without filling in).  Lazy, incompetent service and didn’t even address the fact that calls were going unanswered at their store.

On my next visit I returned it to the store where the first person implied I had broken it later.  They brought a second person over who wanted to know if it was leaking why I didn’t bring it back straight away.  I explained the tyranny of distance’ the lack of the store answering the phone and a non existent customer service online.  They allowed me to get a replacement.

For a seven dollar product that was defective they cost me around two hours of effort made me feel they do not care about their customers at all and entered in a store return that bordered on rude.  The Cole’s management should hang their heads in shame. 

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