Thursday, 15 November 2007

Feedback: Martin McColl

Well, this lunchtime I received a response back from Martin McColl regarding my query about their inflated prices ... admittedly not an answer, but at least a response...


From: customerservices@martinmccoll.co.uk

Subject: Price Query

Dear xxxxx,

I am in receipt of your email regarding the prices at our branch of RS McColl.

A copy of your email has been forwarded to our Buying Department who constantly monitor the prices being charged at our branches.

As a company committed to providing an excellent level of customer care, we are disappointed that you are not completely satisfied and would like to offer our apologies that you feel that the price was not what you expected on this occasion.

On behalf of Martin McColl may I take this opportunity to thank you for your valued comments and for bringing this matter to our attention.

If I can be of any assistance in the future, please do not hesitate to contact me.

Yours sincerely,



Customer Services
Martin McColl



...we are disappointed that you are not completely satisfied and would like to offer our apologies that you feel that the price was not what you expected on this occasion

Umm ... not just this occasion, but any occasion!! Bit of a generic response, don't you think? But, as I said above, at least I got a response.

So, the buck has been passed to the Buying Department.

If my guess is correct, then these are the guys that source the products and negotiate the purchase price from the suppliers. What's the bet that what I receive from them, if anything, is a vague, economic spin about high purchase prices being passed on to the consumer?

As the naive consumer that I am, my response to that would be: "Use Tesco's supplier then, as they are obviously providing a better deal".

Or is that too simple?

Anyhow, in order to be totally open about this whole communication, here's the response I sent:



Hi Xxxxx

Many thanks for your response and taking an interest in this issue, and I look forward to hearing from your Buying Department in the near future.

Kind regards



If anything, sending even a brief response should make them realise that I am not going to go away. After all, how many people either give up or just plain forget to follow things up? I know I am guilty of this!

Can one person bring some sense of fairness the world? Probably not, but its worth trying, don't you think?
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