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to think that wealthy farm shop should show goodwill?

(38 Posts)
Eleanor02 Sat 19-Jul-14 11:28:04

3 weeks ago went to farm shop on a huge and very well heeled estate outside town. Ordered a substantial number of bottles of raw milk to be collected this morning. (I had very reasons for doing so!)
Placed order with young assistant.

Go to collect today - no sign of order. Manager gave usual stuff about assistant usually being very good ... trade is always pretty quiet there and so he agreed that her being rushed wasn't the problem. The order was lost or not properly taken down. Assistant is a student and abroad, may not return.

He didn't seem too bothered by it all. Customer service at this place has been very sloppy before but once before it was properly dealt with.

Half a mind to email the manager to say that if we place another order a) can he confirm it by replying to the email and b) could he show some good will by giving us a few free bottles next time?

I wouldn't do this to some small, local farm shop. But this outfit is huge and successful. I understand a mistake has happened but it's the manager's couldn't care less attitude about one customer that's more annoying.

LongTimeLurking Sat 19-Jul-14 11:30:15

Shop elsewhere?

CoffeeTea103 Sat 19-Jul-14 11:30:53

No I think it's grabby what you're suggesting. It was a mistake but to ask for something formal and free stuff is a bit confused.

OorWullie Sat 19-Jul-14 11:33:59

You'd probably get better service using a small local farm shop if that's possible.

If this is your only option then it's not unreasonable to ask for confirmation but it sounds quite grabby to ask for free stuff.

Trills Sat 19-Jul-14 11:43:07

From their point of view

Customer came in saying they had an order
No record of the order
Customer now wants free stuff

Er, no. No free stuff for you.

ilovesooty Sat 19-Jul-14 11:46:26

You could email expressing disappointment and you may be offered something. I don't think asking for freebies is on.

scottishmummy Sat 19-Jul-14 11:50:24

You're a total chancer,why should you get a freebie.
Order got messed up that's inconvenient,but doesn't merit a freebie
From shop pov,they have no knowledge if you,but your asking fir a freebie

Birdsgottafly Sat 19-Jul-14 11:50:56

You should of been offered something as a gesture of goodwill, standard business practise.

Word your email in a way that gets you an offer, as way of an apology.

It isn't grabby, it's how doing business works and has done since time began.

phantomnamechanger Sat 19-Jul-14 11:51:16

I would never place an order verbally without paying for it and getting a receipt or at very least order number.

Especially if I had very good reasons for wanting the thing on a specific date.

In that case, if something went wrong and the order was not processed, I am sure they would be very apologetic and offer a gesture of goodwill. But I think you cant ask for freebies if you have no PROOF of the order in the first place.

Well I think you have every right to be very pissed off but it depends on how it was resolved. If I was the manager I would have been mortified that you came in for your order and we'd lost it, I would have been very, very apologetic and would do my best to tighten things up so it never happens again.
Did you leave with the milk? If not, take your business elsewhere. If yes, give them another chance in the future.

StillStayingClassySanDiego Sat 19-Jul-14 11:53:10

Ooh, free raw milk because of a mistake.

Stop giving them your custom, that'll do won't it?

diddl Sat 19-Jul-14 11:54:40

Why would you bother with them again?

They've let you down on a big order & you say customer service is sloppy.

BackforGood Sat 19-Jul-14 11:54:41

If you'd had a problem with them before, and it was particularly important you had this stuff on that day (not a random 'Oh I fancy those strawberries - they look nice thought), then I would always get a receipt for the order anyway - or paranoidly phone and check the day before. Whether that was by e-mail or on a piece of paper, it's just the way I'd work.
Asking for Free stuff just makes it look like you are trying it on.

BackforGood Sat 19-Jul-14 11:55:04

x posted with everyone else!

scottishmummy Sat 19-Jul-14 11:55:46

store unable to your establish order and its value,that bad service
Still doesn't equate to,oh well give me free products
Perhaps your belief of entitlement To freebie was evident in your demeanour,entitlement isn't good start point

SoonToBeSix Sat 19-Jul-14 12:01:31

Misses point of thread , but is milk usually cooked?

BerylStreep Sat 19-Jul-14 12:01:49

I don't quite understand all the references to it being a wealthy shop, well heeled estate, huge and successful.

It's a mistake. Mistakes happen.

Go elsewhere in future if you aren't happy. Did you get the milk you needed?

BerylStreep Sat 19-Jul-14 12:04:57

SoontobeSix raw milk hasn't been pasteurised.

I have friends who own a diary farm, and they tell me that raw milk is delicious, especially brought straight in from the cow. Haven't tried it.

There is a bit of food safety debate about it, some say it increases risk of diseases (I think TB in particular), others reckon it enhances immunity because of exposure to micro-organisms, and point to various studies where children who grow up on farms have fewer illnesses in general.

Walkacrossthesand Sat 19-Jul-14 12:06:10

soontobesix, raw milk = unpasteurised - pasteurisation heats milk up to a certain temperature to kill off bugs (including TB and brucellosis IIRC). Makes it safer to drink.

ICanSeeTheSun Sat 19-Jul-14 12:06:17

Curious what is raw milk and what do you use it for.

But yabu to expect a freebie, an apology is enough.

Smartiepants79 Sat 19-Jul-14 12:07:52

If they gave away free stuff to anyone who asked they would no longer be wealthy or successful.
Do you actually work there in any capacity? If not then you've no idea how 'wealthy' it is. I would suspect that it still needs to make a profit. Estates like that cost vast amounts just to break even. They could be massively in debt for all you know.

phantomnamechanger Sat 19-Jul-14 12:09:39

raw milk is lovely, we stay at a B&B on a dairy farm

how much did you need and what for, OP? And (unless I've missed it) did you clarify whether they were able to supply what you need or not? I'm guessing they don't usually sell it in large quantities in the shop so did not have it in?

rockybalboa Sat 19-Jul-14 12:10:42

Grabby. They made a mistake which has cost them the milk they didn't sell you. Why should they give you free stuff just because you think they are wealthy? You've seen their accounts have you?

BOFster Sat 19-Jul-14 12:11:14

Only on MN can someone be accused of being entitled about raw milk grin.

I don't see the harm in asking them to throw in some free organic whatevers. If they're not organic, obviously tell them to fuck off.

BolshierAyraStark Sat 19-Jul-14 12:11:55

Trade is pretty quiet there so how does this equate to you knowing they are a wealthy successful outfit?

Anyways you do sound a little grabby tbh & if you had a previous problem why didnt you get a confirmation of some sort when ordering?

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