Morrisons' brilliant response to unusual question about shampoo

Updated
Morrisons viral response
Morrisons viral response



George Hyde's dad John - an editor from Hackney - decided it would be hilarious to tell him that shampoo has a secret ingredient - poo. Unsure whether to believe him or not, George decided the best way to get to the bottom of the issue would be to write to Morrisons and ask. Their response has gone viral.

Blogger, sceptical mum, is George's mum, and shared the background with her readers. She said they had been having a silly conversation about shampoo at bath time and her son asked her to write a letter to Morrisons on his behalf (given that he's only three). The letter read: "My daddy says there is poo in your shampoo. I think this is yucky, I don't like poo in my hair because it is yucky. Please stop putting poo in shampoo." His parents then decided to post the letter "in a ridiculous moment."

The response

She says she was surprised and tickled when Sarah Sharp, a customer services adviser, wrote back explaining: "I know that shampoo has the word 'poo' in it, but it's not real poo. Your daddy was just kidding with you."

She added: "I'm sending you some pennies for you to buy some really nice smelling shampoo, so your hair will smell of strawberries, melons or even pears." She signed off by saying: "Have lots of fun using your fruity shampoo and let us know what you think to it. We hope we will see you and your daddy again soon in Morrisons."

George's dad John tweeted the response, and it went viral. The comments were almost all in support of the brilliant customer service. One friend tweeted: "Fabulous letter. I do hope your son sues you though."

Fantastic responses
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It's one of the finest customer service responses of recent months, of which there have been several brilliant examples.

Last month one man complained to Morrisons about his 'wonky' bread, which had been sliced unevenly, leading his wife to start 'shrieking'. A staff member called Jay replied "Hi David, I hope the shrieking's stopped now and that the house is peaceful again. The wonky loaf won't be any good for your sandwiches but would make a very attractive organic doorstop!" He then sent round two loaves as an apology.

A few weeks earlier we reported on the hamburger restaurant that received a complaint that the hand dryer was too near the toilet, and had resulted in a nasty accident. The restaurant offered the customer a new pair of trainers and a supply of socks every month for a year. It also posted a photo of staff carrying umbrellas and plungers, saying they were going to "perform rigorous tests in their toilets to ensure that this is a one-off experience."

In March, Tesco came up with a brilliant response to a complaint about mouldy garlic, which asked: "how am I supposed to fight off vampires now?" In response, the supermarket sent him a letter, which began: "I do hope that by the time you receive this you have not had to encounter any vampires, mouldy garlic is not the suitable tool to use in such a situation." It provided a money card loaded with £2 to enable to him to buy more garlic to "fight off the undead hordes" and "protect the people that you love."

But perhaps the most impressive was back in January, when a Sainsbury's customer tweeted the supermarket saying that he had difficulty buying a pack of salmon because it had no 'bar cod'. Sainsbury's replied "Were there no other packs in the plaice or was that the sole one on the shelf? Floundering for an explanation!" The customer continued: "I tried dropping you a line but this whole situation is giving me a haddock. What are you going to do about it? Let minnow?"

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