Complaint Letter No. 51
Compensation: £5 shopping voucher
Dalton Philips Esq. Chief Executive Officer Wm Morrison Supermarkets PLC Hilmore House Gain Lane Bradford BD3 7DL Dear Mr Philips I hope you do not mind me contacting you directly. I write on behalf of a friend, who purchased Morrison’s own brand “Hot Pink” Piping Icing for a fun afternoon’s biscuit-making session with her children. There is a reason for the quotation marks. If the colour of this icing is your idea of hot pink, then I positively dread to think what Morrison’s interpretation of ‘lukewarm’ – or even ‘tepid’ is. At the end of this letter is a photograph to illustrate the contrast of the hot pink of the packet to the actual Percy Pig pink of the piping icing in question, which is the culinary equivalent of a floppy handshake – or worse. If you require the original “Hot Pink” Piping Icing tube, do let me know. In the meantime, I look forward to hearing from you. Yours sincerely Ingrid Stone
The Response:
19 May 2014
Dear Ms Stone Thank you for writing to our Chief Executive, Dalton Philips, who has asked me to respond to you on his behalf. I am very sorry to learn of your friend’s disappointment with some Morrisons Hot Pink Piping Icing that she recently purchased from us. Please accept my sincere apologies for this. Our aim at Morrisons is to only offer for sale safe, wholesome, quality food products at affordable prices. Please be assured that this product is purchased from a supplier who has been subject to intense scrutiny to ensure that they are able to meet with our exacting Food Safety requirements prior to their supplying us with their products. You can be assured that your feedback is very valuable to us and this product will now be closely monitored to ensure that we continue to maintain the highest possible standards that our customers expect. In the meantime, in light of your concerns, please accept the enclosed shopping voucher on behalf of your friend, as a gesture of goodwill and in recognition of any inconvenience caused in pursuing the matter with us. I have no hesitation in reiterating my apologies to you both and assure you of our continuing commitment in providing top quality products that please our customers. I do sincerely hope that it will not deter you from shopping with us again and trust that all your future purchases will be entirely satisfactory. Yours sincerely Lorraine Dickinson Customer Service Manager
complaintsqueen.com 