TELL THE WORLD WHAT WENT WRONG AND HOPEFULLY THE WORLD WILL GET BETTER
Always Happy to Help
Whilst shopping recently at the Morrisons Store in Kingswinford I purchased two cartons
of Ice Cream which both were marked as
They were both next to each other in their freezers together some other varieties
and were all marked at the same offer price on their cartons
When I got to the till I was charged £1.55 and 1.29 respectively a total of £-.84
p or 42% above the price they should have been.
I complained to the supervisor and I was told that the offer related only to the
items within a restricted range i.e. all ‘Chockas’ or all ‘Ice Lollies’ and that
I had to pay the individual price if I mixed them.
When I got back home I sent a letter to their Customer Service Department who have
just replied and who are adamant that they are correct and entitled to charge 42%
more if customers mix the items.
This is totally illogical as the price of these items is always £1.00 each if customers
buy two items and it makes absolutely no difference how they are mixed.
The English language also defines the word ‘ANY’ as there being no distinction between
the items which means that it is totally irrelevant which item you pick as long as
you chose to buy an item which is marked as ‘ANY 2 FOR £2’ as the individual price
automatically becomes £1.00 each if two items are purchased.
When Morrison replied they made the same claim as the store supervisor and tried
to claim that the exact wording is used on the signage to describe the product on
offer but they totally failed to explain as to why they are then using the word ‘ANY’
and display the products next to each other in the freezers.
The word ‘ANY’ does not refer to ‘Ice Lollies’ or ‘Chockas’ but puts all these products
under the same umbrella. All these items are Morrison own brand and clearly have
all been priced to be in multiples of two at a £1 each.
If ‘ANY’ item is sold as 2 for £2 then their description is totally irrelevant as
the word ‘ANY’ has assigned the choice to the customer and if they want to restrict
the offer to a particular make, brand, flavour or weight than they have to drop the
word ‘ANY’ and call it 2 for £2 and not ‘ANY 2 for £2’.
I have written again to Morrisons and have asked them to reconsider their previous
response and their decision to charge me 42% or £-.84p more if I mix the items marked
as ‘ANY 2 for £2
Wm Morrison Supermarkets PLC
Whilst we try to ensure that the complaint is truthful and factual we cannot accept
responsibility for the complaint. If you are affected by the complaint and if you
think that the complaint is inaccurate or misleading then please contact us with
supporting details of your objection and we will gladly remove any erroneous part
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The Complaint Shop
Thanks to the common sense of the Chief Executive Officer of Morrisons Mr. Dalton
Philipps this matter has now been resolved to the complainants satisfaction and I
would like to take this opportunity to express my thanks to him.
Unfortunately, not many people would pursue this matter and would give up at the
first hurdle which always is the Customers Relations Department who showed no sense
of understanding or logical approach and could have solved this matter without forcing
the complainant to refer it to their CEO.
Despite the fact that I had gone to great length explaining to Morrison that the
use of the word ANY had removed the choice from them to me and that I had been intentionally
been mislead by them in paying over 40% more for my ice cream than I had expected
they came back to me and never answered a single paragraph of my complaint.
They did not even have the common courtesy to apologise to me and restricted their
response claiming that the action they had taken was appropriate under the circumstances.
I consider their reply a total insult and I am copying is as follows for everyone
to see how they treat their customers.
So here is the response from a Daniel Armstrong who calls himself a Customer Service
Thank you for contacting us. I am sorry that you are disappointed with the response
you have received in connection with your complaint.
Regrettably there is little that I can add to the explanations and reassurances given
to you in our previous letter. What we tried to do is to investigate your complaint
thoroughly, give you a detailed and honest note of our findings.
Having re-examined the facts of the matter, I have to conclude that the action we
have taken is appropriate under the circumstances.
Thank you once again for taking the time to bring this matter to our attention and
I do hope that we will remain your choice for shopping in the future.
D M Armstrong
There is one thing for certain. They will, most certainly, not remain my choice
for shopping in the future as I do not wish to be deliberately and intentionally
be mislead by calculated misleading pricing. I want to do my shopping where I can
be assured that the prices quoted on the goods they are selling are genuine, honest
and straightforward and not designed to make me buy goods at an extortionate surcharge
of 42% by grouping together misleading merchandise.
The sheer fact that they refused to take up any points I made in my letter dated
6th July 2011 in itself is prove that they all fully aware of what they are doing
and that they are doing it deliberately to mislead their customers.
I have today forwarded my letter dated 6th July 2011 to their Managing Directors
but, judging from the attitude of their Customer Service Department I admit that
I do not hold out much hope that I will receive a response.
In addition I have also sent another letter to the Trading Standards Department in
Bradford and I have asked them to investigate this matter and I have enclosed yet
another copy of my letter to assist them in their investigation.
I do realise that the amount of the actual overcharge is rather petty at 84p but
to me, this is a matter of principal as I am sure that this is just the tip of the
iceberg and that there are much more examples of this deliberate and misleading pricing
policy hidden in their stores.
So please watch out when you go shopping to Morrison you might be paying a lot more
than you been expecting and please make sure that you check your receipt after every
You might be surprised what you find.
Any 2 for £2
I have now told their Customer Service Department that I will take this matter to
their CEO Dalton Philips and that I will be asking the Trading Standards Department
in Bradford to investigate their misleading pricing policy.
WATCH THIS SPACE
Surprise – Surprise
Today I received a shopping voucher for £10.00 and a letter from the CEO of Morrisons
Dalton Philipps who admitted that customers could have easily mis-understood the
offer where products were displayed together without other ranges being used as
He also informed me that he has taken on board my comments regarding the use of the
word “ANY’ and that he had brought my correspondence to the attention of their Marketing
Director for his information and action going forward.
I am grateful to Mr. Phillips for his understanding and the way he has dealt with
this incident and I do hope that he will also have a word with the people who work
for Morrisons in their Customer Service Department as this matter could have been
settled by them without the need of having to waste the time of their Chief Executive
When I first brought this matter to their attention I genuinely was of the opinion
that this was just a simply computer error but they way they came back with illogical
and irrational excuses convinced me that this was a calculated and designed marketing
plot to mislead their customers.
Once again my thanks goes to Dalton Philipps for assuring me that this was not the