johncons: Jeg sendte en ny e-post til Farmfoods

Gmail - Complaint/Fwd: [SR 1-284217844]

Erik Ribsskog
<eribsskog@gmail.com>

Complaint/Fwd: [SR 1-284217844]

Erik Ribsskog

<eribsskog@gmail.com>

Thu, Apr 18, 2013 at 10:33 AM

To:
Andy Long <along@farmfoods.co.uk>

Hi,

ok, I don't want to stop eating your very good dinners, so I think I'm going to try to continue to shop in your chain.

I hope your staff doesn't try to murder me again.

(Like it could seem to me).

I also thought you would write something like that you were now going to leave the cereal-packs in the boxes, when you display them, above the freezers, to stop the packs from falling down.

I can't see that you've written something like that.

Is it because you think the packs look better when you display them without the packaging?

Farmfoods is really about frozen food, to me.

So that's why I don't buy all my food there.

I think you are good at frozen food, but I don't see Farmfoods as a full-worthy alternative to e.g. Tesco, Asda or Sainsburys.

Since your really only good on frozen-food, I think.

If I'm allowed to be frank.

So that's why I just go to your shops for the chicken-steaks.

I don't think I'm the only custommer you have who does that.

It's a bit strange if you try to kill me because of that, I think.

But these are modern times, I guess.

With all the terror and Al Quaida and all.

Erik Ribsskog

On Thu, Apr 18, 2013 at 9:23 AM, Andy Long <along@farmfoods.co.uk> wrote:

Dear Mr Ribsskog

Thank you for your further email.

We appreciate feedback from our customers and your comments have
been noted.

Kind regards
Andy Long

Customer Services

On 17/04/2013 19:29, Erik Ribsskog wrote:

Hi,

today I shopped at Farmfoods in Walton Rd., in Kirkdale.

The brunette lesbian, (I think she must be), seemingly hid
behind a frezer and pushed to boxes of Wheetabix, down on a
freezer, as if to make a load noise, as if to scare me.

And then this cashier suddently appeared from behind that

freezer, to put the boxes up.

I'm an old Store Manager, who has worked for around 15 years, in
grocery-shops.

So I thought this was a bit strange.

It was like she terrorised the custommers on purpose, I

think.

I couldn't see any other custommers, in the shop, when I was

there, (at around 5.40 PM, I think it was).

Perhaps this cashier has scared all the custommers away from the
shop?

I'm not sure if this was on purpose, but it seemed that way, to
me.

So I thought I should write an e-mail about this.

I have earlier written to you, since you stopped selling my
favoritte chicken-steaks, (Chicken Wiglets).

But I've found a new favoritte now, hot and spicy chicken
steaks, (which you sell 3 for 2 pounds).

They are much better than the chicken steaks at Sainsburys I

think.

So therefore I drop by Farmfoods, before I go to Sainsburys,
sometimes.

Just to buy this good tasting dinner.

But I didn't like that the cashier seemingly tryed to kill me by
trying to scare me, so that I would get a heart-attack, or
something.

If that's what she tried to do.

She didn't want to say 'bye' or 'tara' eighter.

Only 'see you'.

(When I said all three).

I think 'bye' is more polite than 'see you', if I'm not

mistaking.

And the cashier didn't apologise for the load noise eighter,
when she put the cereal-boxes back up on the shelf, over the
freezer.

Maybe you should let the cereal-packs stay in the box, if the
fall down, and make a load sound, like this.

It was almost like it sounded like a bomb, now in these
terror-times.

Regards,

Erik Ribsskog

---------- Forwarded message ----------

From: Erik Ribsskog <eribsskog@gmail.com>
Date: Thu, Mar 14, 2013 at 4:29 PM
Subject: Re: [SR 1-284217844]
To: customerservice@sainsburys.co.uk
Cc: Andy Long <along@farmfoods.co.uk>,
Victoria Duffy <Victoria.Duffy@asda.co.uk>

Hi,

I'm just back, after shopping at Farmfoods and

Sainsbury's.

At Sainsbury's a Securitas-guard patroled right in front

of me, when I walked in to the shop.

I thought that was almost like a provocation.

(This was your Rice Lane shop, as usual).

Also, in the self-service till, a Sainsbury-woman, (quite

big), in her 40's, suddently started lifting on my basket,
to get to a basket, which was underneath mine.

(From the custommer before me).

I've seen at Asda.

At the self-service tills there.

That a sing says: 'Always explain the intervention'.

Your staff didn't do this.

She made me almost get a shock, I think I have to say.

This was like something that could only have happened in
Russia.

I brought my own basket back to the entrance-area, (around
where the Security-guard was).

And it was no shortage of baskets there.

So I think I have to call this a basket-case.

Why do your staff act like they're trained in Russia?

This was like a provocation, I think.

You should learn from Asda, which are owned by Wal-Mart,
which is an American company.

Also, (unilke Asda, Tesco, etc), the self service tills

in this shop.

(Sainsbury's Rice Lane).

They are aqwardly placed.

The carrier-bags are placed to far away from the custommers,
I think.

I think your better at own brand tinned food, than Asda.

But you just forget my complaints about your noodles, (own
brand), which tastes like dish-washing-water, I think.

(Something like this).

In your last e-mail.

There's no excuse for ignorance, a saying, (here in the

UK), says.

But I don't think you've heard that saying.

So I want to escalate all the complaints I've sent you,

please.

Also, your mashed potatoes, smell bad, which isn't the case,
with Asda's own-label mashed potatoes.

And Aldi are better at chicken-steaks, I think.

Also, you don't have the chicken-nuggets, (own label),

which costs around 70 pence, that Tesco and Asda have.

I wanted to please escalate all the complaints I've sent
you, please.

Erik Ribsskog

On Thu, Mar 14, 2013 at 12:34

PM, <customerservice@sainsburys.co.uk>
wrote:

Dear

Mr Ribsskog

Thank you for your reply and

further comments. I am sorry you are unhappy
with the quality of some of our products.

We strive to provide our

customers with great quality products at all
times. I understand this has not been your
experience and I have therefore, logged your
comments on to our internal system and shared
them with the relevant departments.

We now consider this matter to be

closed and will be having no further
correspondence in regards to these matters.

Kind

regards

Jamie

Morris | Senior Customer Manager

Sainsbury's

also, at Christmas, your quite old femal staff

with blonde hair.

In the check-out.

(I bought so much food for Christmas that I used a
trolley and went to the manual check-out).

She had to have antennas on her, since it was
Christmas, it seemed.

She was almost crying, from this ridiculus

costume, it seemed to me.

It reminded me of when I worked as an assistant
manager, at Rimi Bjørndal, in Norway, from 1996 to
1998.

The Store Manager Kristian Kvehaugen said the
check-out-staff had to wear santa-caps.

But the Marocco-girl, in the check-out, took

her red santa head-cap of all the time.

But your staff didn't do this.

So it was a bit like a shop from Mars, last

Christmas, I think.

Also your chicken-steaks, for £1.15, doesn't

taste that delicous, I think.

Erik Ribsskog

On Wed, Mar 13, 2013 at

1:35 PM, <customerservice@sainsburys.co.uk>
wrote:

Thanks for your

email. We
appreciate you
taking the time to
get in touch as
your feedback is
important to us.

We want to

ensure you receive
great service, so
we need to
investigate your
query a little
further. We’ll
be back in touch
as soon as
possible.

Thanks for your

patience.

The

Customer Service
Team

Sainsbury’s

Supermarkets Ltd.

0800

636 262

www.sainsburys.co.uk

-----Original

Message-----
From: eribsskog@gmail.com
Sent:
13.03.2013
01:34:45 PM
To: customerservice@sainsburys.co.uk
Subject:
Re: Shopping
instore [SR
1-284217844]
[SR
1-284395091]
[SR
1-284658826]
[SR
1-284725040]
[SR
1-284817165]
[SR
1-284934883]
[SR
1-285127521]

Hi,

is your

head-office in
Moscow or
something?

Your reply just
look like a mess
to me.

Those higher

managers, (or
what they were),
were definetly
just standing
around.

I know what I
saw, I'm an
experienced
retail-manager,
who has worked
for almost a
lifetime in
retail.

You just invent
a reply, it
seems to me.

I have no
confidence in
you due to this.

These people

weren't even in
uniform/work-clothes.

Even if that
isn't isn't
reflected in
your reply, I
think.

Also,

Sainsbury's
low-priced
noodles, doesn't
taste good.

And Sainsbury's
low-priced
potato-mash
smells bad, I
think.

(I tried it

last week-end,
but I just threw
it, due to the
smell, I have to
admit).

Good luck

with the
Moscowits,
Marsians and
Gremlins.

Erik Ribsskog

Wed, Mar 13,
2013 at 12:33
PM, <customerservice@sainsburys.co.uk>
wrote:

Dear Mr Ribsskog

Thank

you for your
further email.

detailed in my
response of 2
March, your
comments have
been escalated
to me as
Senior Manager
within
Careline.

this reply I
detailed our
final response
to the
incident in
out Rice Lane
store on 14
February
relating to
the inability
to process
your card
payment.

Equallythis was
addressed in
my colleague
Katrina Dicks
reply on 4
March.

Similarly

in my reply of
2 March I
detailed the
reason our
self scan
checkouts
where not
functioning on
your visit to
the store.
Although it
may have
appeared my
colleagues in
store were
simply
standing
around, I
assure you
this was not
the case.

The

extensive
detail
provided in
each of these
responses, and
those
previously
sent by my
team, provide
our final
answer on
these points.
I hope you can
use the
information
provided and I
have explained
actions of my
colleagues in
store.

Kind regards

Stacey Canon |

Senior
Careline
Manager

Sainsbury's

I've sent

to your
college,
Katarina Dick,
about this,
earlier this
week.

(And asked her
to escalate).

So this is
being dealt
with already,
I think I have
to say.

Regards,

Erik Ribsskog

PS.

Here is more
about this:

Hi,

ok, I

think it's
strange that
all your
machines
doesn't seem
to work.

It was

also a problem
with your
bank-terminal,
at this shop,
the week
before, (I
think it was).

(Like I

have discussed
with your
college Ajay
Chand, like
one can see,
in one of the
forwarded
e-mails, with
this e-mail).

bank-terminal
that refuses
to let people
pay by card,
when they have
money, on
their account.

That must

be pretty
rear, I think.

And that

this store
also have a
group of six
self-service
tills, that
doesn't work,
the next week.

(Which I

haven't seen
in any other
store.

And these

tills have
been around
since 2005, at
least, I
remember.

Because I

saw them that
year, at a big
Sainsbury's in
Kensington, in
London, where
I lived for a
couple of
weeks, that
year).

So this

seems very
strange to me.

It's like

an invasion of
Gremlins, I
think.

And how

about the
group of
higher
managers,
which were
standing in
between the
two groups of
self-service
tills, on the
mentioned
Wednesday,
(the ones who
were
monitoring me
and the other
custommers),
do you have an
explanation
for this?

Have you

had problems
with an
invasion from
Mars?

I think

it must have
been something
like this,
since there
has been so
much strange
'stuff' going
on in your
store.

Due to

that there
have been many
problems, I
would have
wanted to
escalate about
this, please.

It has

been so much
problems with
the
food-industry
lately, (with
the
horse-meat-scandal
etc), so I
think this
should be on a
higher level
in your
organisation.

It's a

problem with
the whole
industry, a
lefleat I saw
today at Tesco
says.

So due to

this I want to
escalate,
please.

Erik

Ribsskog

Wed, Mar 6,
2013 at 2:51
PM, <customerservice@sainsburys.co.uk>
wrote:

Dear Mr Ribsskog

Thanks

for your email
and the
further
information
you provided.

I’msorry to learn
you’re unhappy
with our
response.

advised in our
previous
emails, if a
card if
declined in
store we’re
unable to
establish the
reason for
this. The
instruction to
decline the
card comes
direct from
the card
provider.

As I’msure you can
appreciate, we
need to act on
such requests.

The

only way to
resolve this
is to contact
your card
provider.

They’llbe able to
carry out a
full
investigation
and establish
the reason the
card was
declined.

Unfortunately,we’re unable
to do this on
your behalf.

Your

card provider
wouldn’t be
able to
provide us
with any of
this
information.

Thiswould
constitute a
breach of the
Data
Protection
Act. Your
card provider
will only be
able to
discuss this
with you.

I’msorry we’re
not able to
assist you
further.

appreciate
you’ve taken
the time to
contact us
again and hope
you’re able to
get this
resolved soon.

Kind regards

Pamela Scott |

Customer
Manager

Sainsbury's

I've sent

about this
complaint
earlier today,
(Monday):

Erik

Ribsskog

PS.

Here is more
about this:

Hi,

ok, I

think it's
strange that
all your
machines
doesn't seem
to work.

It was also a
problem with
your
bank-terminal,
at this shop,
the week
before, (I
think it was).

(Like

I have
discussed with
your college
Ajay Chand,
like one can
see, in one of
the forwarded
e-mails, with
this e-mail).

bank-terminal
that refuses
to let people
pay by card,
when they have
money, on
their account.

That

must be pretty
rear, I think.

And

that this
store also
have a group
of six
self-service
tills, that
doesn't work,
the next week.

(Which I
haven't seen
in any other
store.

And these
tills have
been around
since 2005, at
least, I
remember.

Because I saw
them that
year, at a big
Sainsbury's in
Kensington, in
London, where
I lived for a
couple of
weeks, that
year).

this seems
very strange
to me.

It's like an
invasion of
Gremlins, I
think.

And how about
the group of
higher
managers,
which were
standing in
between the
two groups of
self-service
tills, on the
mentioned
Wednesday,
(the ones who
were
monitoring me
and the other
custommers),
do you have an
explanation
for this?

Have
you had
problems with
an invasion
from Mars?

think it must
have been
something like
this, since
there has been
so much
strange
'stuff' going
on in your
store.

Due to that
there have
been many
problems, I
would have
wanted to
escalate about
this, please.

has been so
much problems
with the
food-industry
lately, (with
the
horse-meat-scandal
etc), so I
think this
should be on a
higher level
in your
organisation.

It's

a problem with
the whole
industry, a
lefleat I saw
today at Tesco
says.

due to this I
want to
escalate,
please.

Erik Ribsskog

Mon, Mar 4,
2013 at 10:58
AM, <customerservice@sainsburys.co.uk>
wrote:

Dear Mr Ribsskog

Thank you for
your email
reply.

I amsorry my
colleagues
have been
unable to
resolve this
matter to your
satisfaction.

I canappreciate
your
frustration as
you have
provided us
with several
pieces of
information
about your
transaction.

I can confirm
that the
information my
colleague
Jamie and
Stacey
provided you
is correct.

When acustomer’s
payment card
is declined at
our checkouts
we are unable
to identify
why this
decision was
made. The
instruction to
refuse payment
comes from the
card provider.

I know you
understand
there is also
a merchant who
facilitates
these requests
on behalf of
your card
provider.

Iappreciate you
experience of
retail in
Norway but
unfortunately
the process
you outline
when incidents
like this
occur is not
mirrored in
our stores.

Whena card is
declined in
store we are
unable to
establish the
reason. There
can be several
factors which
can cause
this, for
example the
merchant
provider may
be down.

We would requestyou follow the
guidance
offered by my
colleagues and
contact your
card provider
for further
information.

We appreciate
you taking the
time to come
back to us and
hope the
information we
have provided
is useful.

Kind regards

Katrina Dick |
Senior
Customer
Manager

Sainsbury'sSupermarkets
Ltd | 33
Holborn,
London | EC1N
2HT
customer.service@sainsburys.co.uk
| 0800 636 262
twitter.com/sainsburys | facebook.com/sainsburys

-----Original
Message-----
From: eribsskog@gmail.com
Sent:
02.03.2013
05:28:17 PM
To:
"Customer.Service"
<Customer.Service@sainsburys.co.uk>
Subject: Re:
Re: Re: Re:
Shopping
instore [SR
1-284217844]
[SR
1-284395091]
[SR
1-284658826]
[SR
1-284725040]

Hi,

like I

wrote in the
first e-mail
about this
problem.

If it was

a problem with
the
connection,
then the
bank-terminals
in Norway,
more than
twenty years
ago, wrote a
receipt, which
was almost
like a cheque,
for the
custommer to
sign.

The amount
would then
take a bit
longer time,
(a couple of
days, I think
we told the
custommers),
to be
withdrawn,
from the
custommers'
bank-accounts.

So is the

UK more than
20 years
behind Norway,
when it comes
to this?

This doesn't
seem likely,
to me.

I wonder

if there have
been some
'Gremlins'
here, messing
with my
account.

I think it's
poor
custommer-service,
that you don't
investigate
what has
happened here.

I have also
gone to
business-school,
and learned
that the
custommer is
always right.

I think

the UK is poor
on
custommer-service.

You should
learn from the
USA, I think.

doesn't seem
you have a
custommer-service
attitude,
(towards
custommers),
here in the
UK.

Erik Ribsskog

Sat, Mar 2,
2013 at 3:40
PM, <customerservice@sainsburys.co.uk>
wrote:

Dear Mr Ribsskog

Thank

you for your
further email.

I amsorry my
colleagues
have been
unable to
resolve this
matter to your
satisfaction.

I canappreciate
your
frustration as
you have
provided us
with several
pieces of
information
about your
transaction.
As requested
your
correspondence
has been
escalated to
me.

Our

customers
experience is
important to
us. We
expect our
customers to
have the best
service
possible and
it is
disappointing
to us that
this has not
been your
experience.

my colleagues
have
explained,
when a
customer’s
payment card
is declined at
our checkouts
we are unable
to identify
why this
decision was
made. The
instruction to
refuse payment
comes from the
card provider.

know you
understand
there is also
a merchant who
facilitates
these requests
on behalf of
your card
provider.

Iappreciate you
experience of
retail in
Norway but
unfortunately
the process
you outline
when incidents
like this
occur is not
mirrored in
our stores.

you mention
your card was
then accepted
on the second
attempt, it
may be there
was a
temporary
error with the
connection
from your card
supplier. To
this end we
would request
you follow the
guidance
offered by my
colleagues and
contact your
card provider
for further
information.

appreciate
this was not
the answer you
were hoping
for but I must
stress that my
colleagues
have guided
you correctly
through all
stages of your
contact with
us. I
hope you can
speak with you
banking group
and source the
answer you
require.

appreciate you
taking the
time to get in
touch.

Kind regards

Stacey Cannon |

Careline
Manager

Sainsbury's

thank you

for your
e-mail!

I think that
since this was
something that
happened, in
your store,
then you have
a
responsibility,
to help
finding out
what has
happened.

I think it's
poor
custommer-support,
that I have to
go in the
bank, and ask
them, what has
happened.

I've sent you
the recepts
and all, so
this is
something you
could find
out, I think.

You are

just being
lazy here, it
seems to me.

Dear I ask to
get this
escalated
again?

Regards,

Erik Ribsskog

Fri, Mar 1,
2013 at 3:06
PM, <customerservice@sainsburys.co.uk>
wrote:

Dear Mr Ribsskog

Thank you for

your further
email.

I amsorry you are
unhappy with
my colleagues’
previous
responses.

I have looked

into this
matter and I
can confirm
that the
information my
colleagues’
gave you is
correct.

Whena card is
declined in
store we are
unable to
establish the
reason. There
can be several
factors which
can cause
this, for
example the
merchant
provider may
be down.

my colleagues
have advised,
the only way
to establish
what went
wrong would be
to contact
your card
provider
directly as we
would not be
able to offer
any further
assistance
with this
matter.

hope this
information is
useful to you
and we look
forward to
seeing you in
store again
soon
.

Kind regards

Jamie Morris |

Senior
Customer
Manager

Sainsbury's

I've

worked as a
store manager
myself in
Norway.

And if I had
gotten a
complaint like
that, I would
have called
the company
which runs the
bank-terminals,
and asked them
what the
problem was.

So this

wasn't good
custommer-support,
I think.

Can I escalate
this to your
line-manager,
please?

Erik Ribsskog

Wed, Feb 27,
2013 at 9:38
PM, <customerservice@sainsburys.co.uk>
wrote:

Dear Mr Ribsskog

Thanks for your

email and
further
comments
relating to
your recent
enquiry.

I’ve contacted

the Rice lane
store and
discussed this
with
NicolaEdwards, the
Customer
Services Desk.

She’sasked me to
send her
apologies and
was
disappointed
to hear of
your
experience.

She’sadvised when a
card is
declined in
store we
aren’t able to
establish the
reason.

Therecan be several
factors which
can cause this
for example
the merchant
provider may
be down.

appreciate the
time you have
taken to
contact us and
I hope this
information is
helpful.

Kind regards

Ajay Chand |

Customer
Manager

Sainsbury's

thank you

for your
e-mail!

I don't think
it could have
been the
card-provider,
that the
problem was
with.

Because like
one can see,
on the
recepits, that
I attach
copies of.

The card
worked again,
a minute after
if first had
been refused.

So it was

just a
temporarely
problem, it
seems.

But like I
wrote to you
earlier, I've
worked full
time, as a
cashier, for
almost a year,
at OBS
Triaden, in
Norway.

And this

was in
1990/91.

But we had
bank-terminals,
in every other
till.

And even

20 years ago,
this didn't
happen.

If the bank
terminals were
off-line, then
the custommer
was told to
sign a
recepit, and
this was then
like a cheque,
more or less.

So I think
it's to bad,
that this
worked in
Norway, 20
years ago.

But it doesn't
work in the
UK, today.

I know

there is a
company,
in-between you
and the banks.

(I know,

because I've
also worked as
a retail
manager in
Norway, for
ten years, in
the
Rimi-chain,
owned by ICA).

So I

think it could
be some
'Gremlins'
there perhaps.

This

company was
called 'Bank
Accept', (or
something), in
Norway.

You

probably have
an equivalent,
(to Bank
Accept), here
in the UK.

So I send
again about
this.

Perhaps you
could escalate
this to your
line-manager.

Erik Ribsskog

Sat, Feb 23,
2013 at 4:15
PM, <customerservice@sainsburys.co.uk>
wrote:

Dear Mr Erik

Ribsskog

Thanks

for your
email.

I’msorry your
visa card
payment was
refused at our
Rice Lane
store on your
recent visit.

Iunderstand
your
disappointment
as there was
enough money
in your bank.

We are not
aware of any
faults with
our card
machines at
the minute.

I canonly recommend
that you
contact your
card provider.

We
appreciate you
taking the
time to get in
touch and make
us aware of
this and hope
to see you in
store soon.

Kind regards

Daniel Carr |

Customer
Manager

Sainsbury's

Supermarkets
Ltd | 33
Holborn,
London | EC1N
2HT
customer.service@sainsburys.co.uk
| 0800 636 262
twitter.com/sainsburys | facebook.com/sainsburys

[THREAD
ID:1-4P5SS0]

-----Original
Message-----
From: eribsskog@gmail.com
Sent:
19.02.2013
03:24:16 PM
To:
"Customer.Service"
<Customer.Service@sainsburys.co.uk>
Subject:
Shopping
instore

The
following
comments have
been made:

Full
Name: Erik
Ribsskog

Email:
eribsskog@gmail.com

Telephone:

Subject:
Complaint

User's
Comments: I
was in your
supermarket,
in Rice Lane,
in Liverpool,
on Saturday,
(14/2).

My
visa card
payment was
first refused,
even if there
was enough
money, on the
account.

I
haven't
experienced
this before.

(Even
if I've worked
for almost a
lifetime, in
retail, in
Norway).

Do
you need the
recepit-number
etc., to
investigate
this?
Regards,

Erik
Ribsskog

Address:

Nectar
Card Number:

Order/Reference
Number:

Delivery
Date:
QUALITY

Store
Name:

Purchase
Date:

Product
Name and/or
barcode
number:

Other
codes (batch;
be; supplier):

AVAILABILITY

Product
Name and/or
barcode
number:

Store
Name:

Incident
Date:
GENERAL
INFORMATION

Store
Name:

Purchase
Date:

Product
Name and/or
barcode
number:

Other
codes(batch;
bbe;
supplier):

Reference:
CTU-1361287453578-393

**********************************************************************
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J
Sainsbury plc
(185647
England)
Sainsbury's
Supermarkets
Limited
(3261722
England)

Registered
Offices:
33
Holborn
London
EC1N 2HT
**********************************************************************

Regards

--
Andy Long
Farmfoods Limited
Office: 0121 700 7160

torsdag 18. april 2013

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