Sainsbury's Supermarket, Harlow, England
by Julia
(Essex, England)
This is not a single outstanding customer service event so much as a recognition of consistency over time - a gold medal for the marathon rather than the 100 meters.
I know that not many of us would choose to buy all our groceries at supermarkets given all the ethical considerations we poor consumers have to face - but to be honest, I'm not sure that this particular supermarket hasn't cracked the problem wide open!
Here's the deal:
1. I love organic food - but I don't love the price! My local Sainsbury's has regular specials and reductions on their Organic produce, which means not only that I get to eat organic at the same price as ordinary (often for less), it also means I get to try things I would otherwise not try - like butternut squash, which I had for the first time last night. YUM!
2. My partner is - well - 'unconventional' in appearance due to an accident in childhood. I have been shopping at this store for four years and NOT ONCE is that time has a single one of their staff ever looked twice, sniggered or stared. They ALWAYS have a smile, they always chat at the checkouts and they are always more than helpful to both of us equally. I so wish I could say that about more shops - but I simply can't.
3. One of my family members has an allergy - to oranges. Until you have dealt with it, you can't believe how hard it is to avoid oranges. Did you know there are oranges in some pate, they use orange juice to re-hydrate dried fruits in numerous products but forget to mention it, it is even in worcestershire sauce (which is a secret recipe!). Nightmare!
But the staff at Sainsbury's have regularly checked items from their deli counter for me. Often they have a comprehensive list of ingredients on hand - but when they don't they have taken my name and number, contacted the manufacturers and had their department or store manager call me back with the details. They've NEVER missed a call and they have always told me more than I needed to know.
4. I once bought a leg of lamb from there for a dinner party. There was noting actually wrong with it (it wasn't off or anything) but my guests agreed it was not up to my usual standard for flavoursome meat at a dinner party. So I wrapped up the bones and took them back to Sainsbury's with the intention of letting them know that their lamb suppliers were not sending them the best cuts of lamb!
They spent about 10 minutes finding out where it had come from, confirmed that it was not their usual source, gave me a full refund and yet another (and much larger) leg of lamb as well. I held another dinner party dubbed the "Sainsbury's Second Attempt" dinner party.
I have to admit it - with supermarkets like this one I start to wonder whether they have the potential to justify their own existence!
Well done, Sainsbury's Harlow.
