I had an email back from Nero today. This is it:
Hello Gary
Thank you for your email regarding your recent visit to our unit in Waterloo. The service that you received in this store absolutely does not reflect the Nero standard, and I have taken appropriate action to ensure that this matter has been dealt with immediately. It’s clear that they have failed to understand the importance of delivering correct and polite service at all times. This is of paramount importance as part of our training and there is no excuse for any member of our staff being rude to our customers.
The manager of this store is usually very proud of her customer service, so it’s really disappointing to hear that on this occasion we failed to achieve her usual standards. I would like to apologise again for what are unacceptable levels of service. I can only hope that you may consider coming back to us at Caffe Nero. To this end, I would like to send you some VIP coffee vouchers which are redeemable in any Caffe Nero. This is not to excuse what has happened, but simply to ask that you give us another chance to restore your faith in us. I would appreciate it if you could provide me with a postal address.
I do thank you for taking the time to write to us. It is only through such feedback that we can improve.
I hope that we can continue to welcome you into our stores again soon and serve you in the manner that you have come to expect.
I look forward to hearing from you
Kind regards
Justina Virdee
Head of Customer Services
Caffe Nero Group Ltd
Of course, I’ll not be taking her up on the vouchers. As I said in my email, it’s not what I want. It’s nice to know they seem to take bad service so seriously though.
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Today I started my dissertation, my proposal having been approved. It’s now a long, hard slog towards September. For a break I mowed the lawn and did some gardening. Also the poodles had a haircut and look and smell lovely now.
At least you got an answer it would be nice to let them know who you are when you go again you do not have to accept the vouchers.
Gail things you sound like a ABC news reader yes I stole it and sent it round the family very proud of my son. love to you both mum
I have decided to give them one more chance and told them so. I rejected the free vouchers. We shall see what happens this Friday.
Gary
What do you mean you rejected the vouchers?
I think you should forgive and forget – Costa’s crap service anyway
Like did you actually write and say “I reject your vouchers”?
weirdo
Damn! I wish I’d thought of that. I just said don’t worry about the vouchers but would much rather have said, imperiously, “I reject your vouchers!“