Tuesday, March 23, 2010

Margie's Mad: Loblaws Has Dumped Too Much Labour on Her Shoulders

After paying $80.00 at the Loblaws Superstore checkout, Margie had to bag her own groceries. She was not in the 1 to 8 item so-called fast checkout line. Just a regular line where she expected regular service.

When Margie objected, she was told it was for efficiency’s sake, to get more customers through. Margie was downright enraged. First, she objected to doing work for Loblaws so that it could be more efficient after having handed over $80.00. Secondly, she suggested that having roving packers would be very efficient while customers are otherwise engaged keeping the process moving and paying the bill.

With other customers glaring at her for making such a fuss, she asked to see the manager. But she answered her demand at the same time as the cashier said out loud: “the manager is in a meeting”. Thought so. The stand-off ended with Margie being given a contact number for head office.

The customer service representative showed no sympathy. That’s the policy and that’s that! When Margie suggested that the Galen Weston Sr. and Mrs. Weston would never have to pack their own bags, the representative went bureaucratic chiding Margie for mentioning their names. No sense of humor there.

The only exception, Margie was told, was for seniors and the disabled. Now that really sent Margie into another tailspin as she feels quite strongly that neither of those groups should be singled out as “victims”.

Margie, as with the cashier, got nowhere with the customer service rep. Even when she said that will be the last time she will shop at the Superstore, it mattered not at all. The rep did not ask for her name or telephone number.

Over the years, Margie has likely spent tens of thousands of dollars at Loblaws in its various incarnations. No more. She has willingly supported the Loblaws’ labour force by being a loyal customer day in and day out. No more.

Margie is 83 years old and sharp as a tack. She may have another ten or so years to go. A lot of money walked out of Loblaws' door a few days ago. If you also count the people she talked to and who are equally unhappy about the downloading of labour to customers, that adds up to a considerable amount of money.

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