Nottingham Metro store, Victoria Centre ~ Tesco-Complaint

Monday, January 15, 2007

Nottingham Metro store, Victoria Centre

At whatever time of day you visit the queues are horrendous trailing down each aisle making looking at produce extremely difficult. Many of the tills are not being operated and those that are, are manned by rude staff (probably extremely stressed) or those who are chatting to their colleagues across customers. Shelves are empty especially fruit & veg.

Tesco need to spend time on customer service & staff training and concentrate on being a good supermarket as opposed to elbowing their way into other sectors.

22 comments:

Al said...

Sounds like my local Somerfield, the only difference being I'd expect nothing more from them.

I'd be interested to know why this particular store hasn't been identified as needing help at an area level, as they obviously need it. I wonder if they use the cameras to monitor queue lengths or if checkout staff have to do it manually. If it's the latter, are they being told to enter a lower number? Or are the other unused tills signed on to try and beat the system?

If the store really is trying to get as many checkouts open as possible then that's the reason for the poor availability right there. In a smaller format store there may only be a couple of people per department and they could be on the tills for a lot of the time. Nobody filling the shelves means no stock on the shelves.

These particular members of staff are more likely to be the stressed and frustrated ones as they are forced to sit on a till while their own departments go to hell. It's not an excuse for being rude though.

Staff talking to one another while they are serving customers is also unacceptable in my opinion. It really gets on my nerves. I've witnessed more than once a manager on a checkout answer their phone while serving customers. I understand that they have to answer it but couldn't they at least wait until between customers. If it's that important the person calling them will wait for them to answer.

Anonymous said...

ITS A BUSY STORE, DEAL WITH IT.

Anonymous said...

I required eggs at the same time in december and I think you will find that there was a supplier issue and every company that gets there eggs from that supplier were out of stock. It is all good and well complaining you couldnt get your eggs how about getting a life instead!!!!

Anonymous said...

sounds exactly like edinburgh metro too. should send in cameras there and film the queues to the back of the shop

Anonymous said...

I always shop in nottingham metro store,as i live near by, and agree the store is very busy and there are always queues. Over the last 6 months, though i have noticed a good improvement in the service at the tills, they have had a new SM recently and I spoke to him some months ago, and he lisyened to me and said it was his top priority to improve service, it has improved and foe once we should give it time, as the staff are normally very good, and helpfull

Anonymous said...

I dont believe that there have been any improvements.. in fact its getting worse. I think the manager should get his finger out and put some staff on the tills and some stock on the shop floor

Anonymous said...

ur lucky if you ever see a manager.. probably all downstairs drinking coffee

Anonymous said...

Do you want to have to queue or do you want stock on the shelves? The choice is yours! In a small store surely it is only possible to employ a certain number of staff in which case at busy times they can only have so many tills open to deal with the queues as they still need the shelves refilling. I'm sure the staff are doing the best they can - infact I'm sure they are more stressed out than you are! Give them a smile and a thank-you it would make their day - they are only human and can't be expected to work two tills at once!

Anonymous said...

i didnt realise that we had to make a choice.. i want both.. its something called good service.. dont think they understand the concept there.. i now shop at top valley for most of my items - at least i can get what i need there, and its not too muchtrouble for them

Al said...

Top Valley is an Extra store, the Victoria Centre store is a Metro store. These two formats are at completely opposite ends of the spectrum.

Metro, along with Express, is the smallest store Tesco have. They can only emlpoy a finite number of staff in the whole store. When it is very busy the majority of the staff will be on the checkouts. In a small store this will often mean that there is now nobody available to fill shelves and thus low stock levels.

Why not employ more staff? It would be useful to have more checkout staff in this situation to allow the shelf fillers to actually fill the shelves. A store can only support so many staff on it's budget so perhaps there is "no money available" for these extra staff.

An Extra store will employ many more people and each department will have several people at the peak times. Checkouts will often have 30 to 40 members of staff available at the busiest times for example, which is probably around what a Metro store will employ for it's total staff at all times.

Even if an Extra, or just general superstore, is very busy staff can be called from other departments to go on a till. Since they have a lot more staff per department this doesn't have such a great effect on the amount of stock on the shelves.

I'm not saying that Tesco shouldn't be doing something about the situation because they obviously should. Someone has already said that improvements are being made, even if you do disagree, so perhaps they already are. It shouldn't be a choice between queuing and full shelves but often in smaller stores like this you have to. It's the same for any supermarket who have smaller format stores alongside larger ones (Somerfield for example).

Anonymous said...

what a load of rubbish...i've been inother small 'metro' stores and none of them as this bad.. as well as no staff, the shop is dirty as well

Anonymous said...

YOu may have been to other stores but this store has more customers per day an most extras

Anonymous said...

They've advertised loads of jobs recently, and can see some new people on the tills.the queues are still long, but there are more tills open and staff do seem to be reacting better, still work to do though, but big improvements since xmas.

Anonymous said...

I do notice there are lots of stock on the shelf where the item description is not the same as the label. I thought it is illegal!

Anonymous said...

i think the stuff try to put everything forward so that it looks 'pretty' they use everything near by to cover the empty hole and yes it is illegal. It often confuse me when i shop.

Anonymous said...

Long queue again....when i ask for an application form, i was told either no vacancies or they don't want student. When i ask why they don't want to open more tills, i was told they are lack of staff. What the hell, making million pounds profit company provide shit service. Is all the manager doing their job or they are sleeping during the working hours? Guess what i see on thursday night,the security guard is waatching over the machine tills. I really hate this store.

Anonymous said...

I absolutely agree with you.Years ago, when the store busy i see some managers sitting on the till but i don't see it anymore now. I heard they changed a new store manager few months ago and if this is true, this guy had definately change the store from bad to worst.

Anonymous said...

just started at store a few weeks ago and staff really friendly,managers aren't to bad, its a busy shop, and an intence place to work, but am enjoying it.from what i've seen enveryone tries there best, and managers do get on the tills, i've even seen the manager on one!!!!!!

Anonymous said...

i work at tesco metro we do our best to get the queues down and go as fast as we can even packing there bags for them to make it faster but we cant go any faster it stress us out as well when they are queues and we have the customer stressing at us as well its not easy working here but we do our best,manger do come on the till our new store manager is great and you alway see him helping on till or on shop floor he even does the baskets it not his fault they dont give much money for new staff and he is trying to change thing and fix the mess the last manager left,it would make us cheakout girl feel better if customers would not attack us that would make us happyer and more friendly all i say is dont blame us we only work there its the higher boss that need telling that we need a bigger budget, oh and new tills so think next time you come in smile and say hello to us and make the day better as for talking to other staff well we do get bored when non of the customers talk to us and there is no music to help the day pass tight fisted tesco wont get a music licence i think music would help the store alot what do you think!

Member of Staff Pissed off with the dumbasses who shop in Tesco Metro said...

I work at that store.

Even when the tills are full off workers there are still massive queues.

Why don't some of you fuck off to Morrisons? Oh yeah because you're too cheap - so if you're not going to pay the premium to shop in a quiet store then stop moaning.

All the business people, students from Trent and students from the Uni of Nottingham come to shop in that tiny shop - like it's some sort of fucking Tardis.

WHAT DO YOU EXPECT?

Anonymous said...

Are u reel ur one of them a student on basic money nice customer service .

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