Forum Topic

Sainsbury's Werter road.

Absolutely fuming, about an hour ago, I picked up 7 items and went to pay at the cigarette counter. A young girl not the usual ones, said I'm not meant to serve you you have more than 5 items. Anyway she did, I said what about disabled people not everybody can serve themselves. She pointed to the self checkout. Anyway I said get the manager you never have a till open you expect everybody to do it themselves. Well there was a different manager I had not seen before. with that the assistant that screamed at me last year was standing behind her smirking.  The Manager said stop pointing your finger, I said your pointing yours at me. Anyway I was so annoyed I sat down for a while, I was so annoyed I went in again bought a small bottle of Prosecco, went to the till with one item, the lady behind me had a great basket full. I whispered to her was  she putting it through the till she said no. I want a Lotto ticket. With that another Manager has come up shouting at her saying you can't put it through the till, the women kept saying I'm not. Are they getting blasted thicker in Sainsbury's or what.  Anyway I got home and rang and complained to Head Office who are dealing with it. They said if a customer wants a till open they should open it.

Barbara Stevens ● 27d46 Comments

Sainsbury's is owned by shareholders who do doubt will be expecting to get a regular dividend - just like those shareholders who own Thames Water.Prices have gone up.  Just look at where all our food is coming from!  We expect the same things all the year round but they don't grow all the year round in the UK and our weather is very changeable.  I haven't seen any UK grown French beans in the supermarket this year - they are being grown and flown in from Kenya.  Very nice - but if you were living in the country or had a big enough garden or an allotment you could grow your own.  I notice that Riverford list what is going in their vegboxes this week and where these veg are grown.  I couldn't find that info for Abel & Cole who are also well known.  I didn't look elsewhere.  You need a magnifying glass to read the info on the supermarket packaging - and sometimes it just doesn't say where it was grown which I'm sure never used to be allowed.

Philippa Bond ● 18d

They change not for the better and at our expense.

Barbara Stevens ● 18d

Barbara just because I don’t use this site regularly don’t assume that I know someone who works in the store, I have better things to do with my time. I am just a customer that shops regularly in there. My comment about bus conductor is pointing out that times change and we should move with them, like it or not. When I shop in Sainsbury’s I will use self scan and there is always someone to help if needed,If I have a bigger shop I will ask for a till to be open and they have always obliged. Have you tried asking instead of kicking up a fuss because you don’t get your own way.? You say that all the staff are lovely and yes they are but at the beginning of your post you said some pretty mean things about one of them, and you certainly wasn’t nice to Andy either, regardless of where he now lives he can have an opinion, but it seems that if it doesn’t suit your narrative you become a mean girl. I’m sure he read the post that Alexandra put up and it states that it is 5 items at the Kiosk, so I don’t know why you still insist on going there , Is it just to cause a scene?  Maybe the area manager is just putting into place something that should have been happening years ago and listening to customers that are fed up with standing behind customers with full baskets when they only want cigarettes or lottery, they don’t have the option to go elsewhere. This is the last I am going to say on the matter as I really do have better things to do with my time. So have a wonderful day and stop being so bitter when you can’t get your own way.

Mavis Clark ● 18d

No it's because customers are fed up of doing the job themselves, when the staff are the ones who get paid. But the prices keep going up and up. Sainsbury's in Werter Road, isn't that small like a Sainsbury's small Local.  So keep on arguing with me if it makes you feel better, but all your doing is the same as what you have accused people of doing in the queue. Alexander has complained to the CEO or have you missed that. Also my complaint on Friday has gone to  higher source. Go eat some cockles by the beach. Leave the disabled to complain and stress themselves out.

Barbara Stevens ● 19d

Who do I apply to for my 'passport to Putney forum'?Is it only non Putney folk who agree with you that are allowed ?On the daft Sainsbury bit have you ever thought the long queues at the ciggy counter could be caused by people arguing the toss ?

Andy Pike ● 19d

Mavis, also about I should get a drink, I don't because of my medication, But on the day of Friday the 8th I was fuming, so yes I got a small bottle of Prosecco. I've already passed my comment to Head Office, who have my contact details and will be contacting me. As the attitude in the shop then continued to the 14th and 15th. But middle of the week was fine as we had the lovely staff on the till. Also Friday there was a queue with loads of people at the cig till with items they were carrying, so perhaps if the Area Manager had a brain they would have a till open for blind or disabled people.

Barbara Stevens ● 19d

Andy, don't know why you continually pipe up, or have you forgotten where you live which isn't Putney anymore it's Brighton. Why after 1 week are customers who are elderly or unable to walk properly being told to do it themselves. Putney isn't a small Sainsbury's as you are well aware. Obviously Mavis hasn't been in the last week, if you had read the post you would have seen I was told to ring head office, as we both stood watching a customer being shouted at on the 8th Aug.

Barbara Stevens ● 19d

Also Dear Mavis, for your info, this has been taken further, because a Head Office Employee thought this was dreadful to treat customers all of a sudden like this, when the service is usually friendly and suddenly come to a stop, due to a different Area Manager, who has only been there about a week. Yes at Lunch Time or when busy they should have a maned till open. Like Richmond they automatically will get staff to even open another till, that's why we do a large shop at Richmond.

Barbara Stevens ● 19d

Dear Mavis, the young lady you are talking about is lovely, if you had read the post properly most of the staff are. Please in future get your facts straight, I said a new member of safe and an Area Manager who I hadn't seen before. As for your being sarcastic about a bus conductor, hasn't really anything to do with the subject. Personally, as you haven't posted on this Forum before, I'm sure you actually know a member of staff or are defending somebody you know in there. If I'm bitter it's because I spend vast amounts of money in the shop and also at the large Richmond Sainsbury's for a large shop at the weekend, where they do have cashiers on the till.

Barbara Stevens ● 19d

That puts a different slant on it Mavis. Well said.

Andy Pike ● 19d

Just come across this post as my friend mentioned it to me. Barbara I feel that you are just bitter because you have been proven that it 5items at the cigarette Kiosk. It’s that for a reason, lottery or cigarettes. I personally wouldn’t want to be behind someone with a full basket if I just wanted lottery. I am 80 and have had nothing but excellent service from the staff at this store. I also walk with a stick, so if I can walk around the store I can walk a few yards to a till if I have to. The lady that you continually mention, if it’s the right one I’m thinking of has always been nothing but lovely to me. As our late Queen said it’s there truth and our truth, unfortunately she can’t defend herself but I will be certainly be asking her when I’m next in. Lastly would just like to ask you Barbara, do you use public transport? If so did you refuse to get on the bus when they got rid of the conductor. Next time get a big bottle of wine it may make you less anxious. As for them being racist wow that’s a strong statement and I will be informing them of your comments.

Mavis Clark ● 19d

Hi Ed: Don't remember your earlier comment, but glad to see you are beginning to share disquiet about Werter Road of happy memory. At times the atmosphere there currently is quite toxic, and there are huge gaps in stock. Earlier this week I looked for sugar. Zero sucre.

Alexander MacLeod ● 20d

The regular staff would serve you no problem. But this young lady who has just started in the shop just keeps speaking on her head phone can she do this can she do that.  Which is wasting time, there was a great long queue when I walked in the shop on Friday. When I get to the till after doing my shopping, the young lady seems to just glare at you as if your not allowed to use the shop or go shopping. I know it's the Area Manager who is saying 5 items only because one of the the other staff told me. But they seemed to be happy the CEO at Head Office had been contacted and they were all laughing about it.  They seem to want the Area Manager to go as soon as possible.

Barbara Stevens ● 20d

If memory serves me right -  I may owe Alexander an apology.I may have been too dismissive of his views when he started to raise quality of service issues some time back.I think many of us have a soft spot for Sainsburys especially the Werter Road branch that I've been going to since a child.It would be nice if customer service is restored. It does seem less busy than before and M&S returning to Putney will also have an impact. It would be a shame to see it go especially if it is due to it shooting itself in its foot!It's been a while since I followed the upper management. Justine King was excellent one wonders if higher management are just too disconnected from the shop floor.

Ed Robinson ● 20d

I've made another complaint 10 mins ago to Head Office, sticking up for regular visitors to Sainsbury's and the way they are being treated. Given the young man all the details times etc. my name and address. He said he's putting to a higher complaints department, so will just have to wait and see, they also have my phone number to contact me on.

Barbara Stevens ● 20d

I've made another complaint 10 mins ago to Head Office, sticking up for regular visitors to Sainsbury's and the way they are being treated. Given the young man all the details times etc. my name and address. He said he's putting to a higher complaints department, so will just have to wait and see, they also have my phone number to contact me on.

Barbara Stevens ● 20d

Last couple of days, felt sorry for a couple of ladies who struggle to walk, one had a bit over the top in trolley, had to walk all the way to the back of the shop because a young lady serving who had been ordered by the area manager not to serve anybody with over 5 items.  The same today, I had 6 items because they didn't have a pie in the freezer so I got 2 fish pies, making my basket 6, so the young lady said I'm not serving you, so I said well take the packet of bird seed out then, so she served me.  The lady behind me has a stick and trouble walking, had stuff in her trolley and was also refused today they wouldn't serve her. 'She also had to walk all the way to the other end of the shop, don't know if they opened a till or not. The Area Manager couldn't careless about disabled or the English which is a disgrace. They are being racist to us.

Barbara Stevens ● 20d

Barbara Stevens ● 23d

Sorry message, was for Alexander for his help.

Barbara Stevens ● 23d

Thank you either your complaint or mine went to the right place, just come home from Sainsbury's, even the tall gentleman on the till laughed when I said I've only got 5 items. He said you can have 7 if you want, we laughed. he said the first till is now for Lottery etc, the second till for items.  So obviously something has got to the shop re the complaint, I also said the blonde woman with the fringe and straight hair has been in trouble before for being rude and taken upstairs, so she obviously tried again on Friday. Well they must have her on camera behind the Area Manager smirking.

Barbara Stevens ● 23d

Don't blame you Alexander, but as it is only across the road from my road, I will just keep going in there to annoy them. Or even though it was a general letter. They could have got in trouble but head office kept it quiet.

Barbara Stevens ● 24d

Barbara:  Yes, standard PR response. It looks as though Sainsbury Werter is a hopeless case. I use it as little as possible

Alexander MacLeod ● 24d

Thank you Alexander, they replied with a general letter they must send to everybody.  Anyway if any other future correspondence needed.  it was on the 8 th Aug 12.54 and then when the other lady was being shouted at was 8 th Aug 13.12 pm. Just after I was served with the small bottle of Prosecco.  Thank you for trying.

Barbara Stevens ● 24d

This is what I've just got back from Sainsbury Head Office."Dear AlexanderThank you for your email, I am responding on behalf of Simon Roberts.I'm sorry you unhappy with the amount of manned till that are opened at the Sainsbury's store in Putney.  I would like to advise we do have a maximum limit of items when using the kiosk till of five items.We continuously review the services in our stores to make sure we offer the best experience for our customers.  They will still see the same friendly faces in-store, they'll just be working in a slightly different way and are on hand to help anyone who would like support. If a customer wishes to use a Served Checkout, they can speak to one of our colleagues and they’ll open one up.We want to offer our customers choice and convenience when they shop with us and we continue to provide a variety of payment options, including Self-Service, Smart Shop, and Served Checkouts. I would like to advise any repairs needed for any of our stores are reported to the relevant department and we arrange these to be fixed as soon as possible.  However, sometimes this can take longer than we would like especially if the repair needs a part to be imported or specialist equipment is required. I am sorry if any my colleagues were rude to you, in order for me to investigate this please can you advise the date and time you attended the store, full detailed description of the incident,  description of where in the store this took place and a description of the colleague.Once again on behalf of Sainsbury's, I am truly sorry for any upset and inconvenience this matter has caused you and I look forward to hearing from you.Nicola Haviland"

Alexander MacLeod ● 24d

Thank you Alexander, I might need to write their name on my hand.

Barbara Stevens ● 25d

Just for the record, the store manager's name is Katarzyna Franckiewicz

Alexander MacLeod ● 25d

Thank you, I've never been so rattled, over something like this. I also rang this morning to make another complaint, to make sure something was being done about my call. I got another young lady who really listened. But said it usually takes 3 days.

Barbara Stevens ● 25d

I've just fired off a detailed complaint to Roberts, the Big Boss. Have had formal ack. If anything interesting arrives later on I shall share it with the Forum.

Alexander MacLeod ● 25d

Perhaps Head Office will send in some Mystery Shoppers to check on Management and their attitude to customers. Also one of the staff who I don't know who she thinks she is, but is on camera now standing right behind the Manager, when I was was meant to having a private conversation with. Obviously the Manager New AREA Manager couldn't stand on her own 2 feet.

Barbara Stevens ● 25d

Didn't mean to keep on about Sainsbury's, but I went in there all cheerful and came out annoyed which was all a stupid situation made worse by Management. Also the stupid other assistant who doesn't like people.

Barbara Stevens ● 26d

You get the impression that they are running it down when lifts are often out of action as it will drive people away.  If they aren't they should have someone ready to help when they aren't working.  I don't like the self-service machines in most stores - one or other of them in a row is always giving instructions out loud but it's impossible to tell whether it's the one you are grappling with or another.  In Sainsbury's (not Werter Road but a smaller one) I find there are young staff who are determined not to go near the manned tills and leave you standing waiting.  Yet they are always having to sort out problems people are having with them with the machines busy promising that help is coming. I just think it must be orders from above. Effing executives at one tier or another trying to reduce their costs, look good and making shopping a worse experience for many of us than it already is! I also think the choice of goods sold is decided by HO.  They've certainly been discounting an awful lot of food recently but not what we like unfortunately.  It just doesn't seem well managed and is more of a trial than it used to be.

Philippa Bond ● 26d

In Ireland pubs had table service before the advent of apps which worked well. I have to confess I do not know if the runners were on wages plus tips. But it was very useful for those of us that seemed to wear Harry Potter invisibility cloaks at the bar before they were invented.Resources have been removed away from checkout staff, who whatever the supermarket were normally the most helpful, busiest and polite of the staff to security.Personally I think the management of the Sainsbury's may be too disconnected from the real world. At many branches you have to scan your receipt at a barrier to exit the shop.A stupid annoyance to lawful shoppers whilst the barrier wouldn't stop a toddler never mind those in unlawful activities that will just push through them.Perhaps there are studies that show treating  shoppers like sheep is profitable but I doubt it!

Ed Robinson ● 26d

So Sainsbury's is completely put out at Putney if somebody has a trolly full. OH no we have to open a till. Oh how can we annoy them so they don't come back, snear at them and make them feel uncomfortable. Well how about helping customers.

Barbara Stevens ● 26d

Ed. Agreed, in my early days of managing projects it was stressed that things will go wrong but it's how you resolve them that will determine how the customer perceives the success of the project. Being rude to customers doesn't seem to be in any training manual I've ever seen. I must admit I rarely go into the Werter Road Sainsbury's these days, but the "local" one at East Putney still seems to have cashiers that provide good, polite service on the few occasions I use that shop?I must say that over time the self scan terminals in most supermarkest seem to have improved - a result of customer feedback? I was convinced the original software was written by some geek sitting in his (yes, probably "his") bedroom who'd never been shopping in a supermarket :-)Of course, with the increase in staff costs and competition for employees self service is becoming more ubiquitous in coffee bars, cafes, shops to hotel, train and airline services. I must admit I quite like ordering drinks and food on an app in the pub rather than having to fight my way to the bar and then having to wait while the bar person verifies the age of all those in the round  in front of me :-)

Michael Ixer ● 26d

Just to put the record straight, I may look Ok, but I walk slow and sometimes limp. I have no movement in my right wrist, as I have had R/arthritus for 25yrs. So I take my trolley, balance their metal basket on top and usually only buy a few items. The Security Guard discusses his knee with me and asks me what to do as he is in pain. Well apart from me.  The lady who was being told that she can't put her shopping through the till, had no intention of doing so. This was out of hand for the Management lady to disbelieve her and continually argue with her, I was standing with the Security Guard watching. All the Manager did was make a customer get annoyed. But obviously the customer was in the wrong for arguing back. The customer was a smart lady and this was completely unnecessary,

Barbara Stevens ● 26d

Andy: Imagine you are 70+ and a bit infirm but still having to shop. You would find the current set-up at Werter Road  unhelpful and occasionally hostile. As for the "management", it doesn't deserve that name. The place is a shambles. Also the lift is regularly out of action - another minus for customers of a certain age.

Alexander MacLeod ● 27d

I use the Sainsbury's smartshop app where you can scan your items yourself as you go and pay at the self checkout.I have to say my experiences in every other Sainsbury's store from locals to large superstores has been positive. Not so Putney, I avoid if possible and have even emailed some complaints.I should add that I never expect experiences to be perfect be it in the supermarket or a restaurant. It's how the business deals with mistakes that makes the difference !

Ed Robinson ● 27d

Residents of Putney or where ever should not be treated in the manner in which they are. The staff who have been there a long time are lovely, but for Management to treat anybody like that, we do not get paid to do their job, or paid to be spoken to as if they were telling off a member of staff. We keep them in a job by spending our money in there they should show more respect to the customer. As for the other lady who I hadn't seen in there before, was being picked on in an aggressive manner, she should have asked for the Police. Why go out of your way to upset customers.

Barbara Stevens ● 27d

No Andy, I spent years serving other people, I will not do their job for them. We stood and watch the Manager having ago at the other lady it was pure aggression, she deserves the sack. The other lady at the cig counter only wanted a lottery ticket. But the Manager was shouting at her and waving her arms at her telling her she can't be served with all those items. The lady was actually going to do it herself, but seemed the Manager didn't believe her. It was aggression and pure madness.

Barbara Stevens ● 27d

Must be quicker and better for your blood pressure to self serve.

Andy Pike ● 27d

Should have bought 2 meal deals, that what have been 6 items. Now we have to put so much on the counter and pay. Then put the second lot on the counter and say I want a separate bill this is for somebody else.

Barbara Stevens ● 27d

I agree, Barbara and Ed, it is a very depressing place now.We use Werter Road as a very last resort.  It is such a pity as it used to be a very friendly place to shop.  How things change!

Ivonne Holliday ● 27d

Don't blame you Ed, the Management were being aggressive, not just to me but to the other lady as well.

Barbara Stevens ● 27d

Service has definitely gone down hill at that branch.I rarely go into that branch these days.

Ed Robinson ● 27d

This isn't fare on disabled residents. There was a tall elderly man in front of me with a trolley, seemed his bread and something was taken out of the trolley, I only hope they didn't refuse to put his shopping through. Everybody should go to the cigarette counter with 6 items, I've known people to walk out and leave their shopping behind before now, looks like they have started uproar again.

Barbara Stevens ● 27d

I said to Head Office, residents should Boycott the shop, her reply was Oh we don't want it on Social Media. I said I was putting it on our local website. Being spoken to rudely to a customer who is a regular who spends their money in the shop. Even the Security said I was always in there, the stupid young lady who had ago at me last year just walks around in there frightened she will crack her face.

Barbara Stevens ● 27d