Morrisons 'wonky bread' complaint goes viral

Wonky bread

A Morrisons loaf that had been sliced unevenly has become an unlikely internet star, after a customer posted a photo of his wonky bread, along with a hilarious complaint on Facebook.

David Walker bought a sliced white loaf from his local branch of Morrisons in Killingworth near Newcastle. His wife Gail Carr-Waker was making a sandwich for him when she discovered the slicing mishap, and when she showed it to David, he took to Facebook with a brilliant tongue-in cheek rant.

The complaint

He started his complaint with the phrase: "Morrisons Killingworth! You listen to me, you listen good and you listen hard. Do you hear?" He went on to outline the extent of the wonkiness, adding: "To say I am monumentally outraged would be an understatement. How do you people expect me to make a sandwich fit for a gentleman with slices that have been so grotesquely, unevenly cut?"

He added that his that his wife had been making the sandwich when "She came scurrying through shrieking". He concluded: "I hope you arrive at a satisfactory conclusion to this fiasco."

The response
Morrisons responded with an equally tongue-in-cheek answer. 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 asked for David to send him a direct message, and then delivered two new loaves of bread to his door.

The response on Facebook was impressive, with 23,000 likes and almost 10,000 shares. A number of people declared David a 'legend' a 'genius' and 'the best thing since sliced bread." One added: "Well done to Morrisons for understanding that men are simple creatures and all they want is a nice butty."

Both David and Jay kept up the banter. When one commentator asked David to step in and help with her local pasty provider, David offered to strip to his underpants and go round to sort them out, so Jay offered to supply him with a cape. One person replied "I dunno what I like more, the post or Jay from Morrisons", to which Jay replied "Pick me!"

Great customer service

It's one of a handful of brilliant responses to complaints recently. Earlier this week 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."

Back in March it was Tesco in the headlines for a brilliant response to a complaint about mouldy garlic. One Twitter user complained that his garlic had gone mouldy too quickly, and asked: "How am I supposed to fight off vampires now?" Tesco sent him a money card loaded with £2, along with a letter explaining it was to enable to him to buy more garlic to "fight off the undead hordes" and "protect the people that you love."

And in January 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?" And the supermarket wrote: "If I'm herring you right, you're looking to eel our relationship. I'll tell the store to find the shelf and fillet." There then followed 13 more tweets, until the customer finished with "Thank you. This has probably been the finacle of my tweeting career. Carp diem."

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Morrisons 'wonky bread' complaint goes viral

The law states that any goods you buy from a UK retailer should be of satisfactory quality, as described, fit for purpose and last a reasonable amount of time.

This applies even if you buy items in a sale or with a discount voucher. You may have to insist on these rights being respected, though.

Useful phrases to use when you want to show you mean business include, "according to the Sale of Goods Act 1979" and, if it's a service, "according to the Supply of Goods and Services Act 1982".

Some shops will allow you to exchange goods without a receipt, but they can refuse to should they wish.

If the goods are faulty, however, another proof of purchase such as a bank statement should work just as well.

If you attempt to return goods within four weeks of the purchase, your chances of getting a full refund are much higher as you can argue that you have not "accepted" them.

After this point, you can only really expect an exchange, repair or part-refund.

The updated Consumer Credit Act states that card companies are jointly and severally liable for credit card purchases of between £100 and £60,260 (whether or not you paid just a deposit or the whole amount on your card).

Anyone spending between these amounts on their credit card is therefore protected if the retailer or service provider goes bust, their online shopping never arrives or the items in question are faulty or not as described.

Start by writing to the agency asking it to either remove or change the entry that you think is wrong. It will investigate the matter and find out whether you have been the victim of ID theft or a bank's mistake.

Within 28 days from receipt of your letter the agency should tell you how the bank has responded. If the bank agrees to change the entry, they will authorise the agency to update their records. They should also send updates to any other credit reference agencies they use.

You can also contact your lender directly to query a mistake. If the lender agrees to the discrepancy, ask them to confirm this in writing on their letterhead and send a copy to the agency, asking them to update your file.

The FOS settles disputes between financial companies such as banks and consumers.

If a financial organisation rejects a complaint you make about its services, you can therefore escalate that complaint to the FOS - as long as you have given the company in question at least eight weeks to respond.

The FOS will then investigate the case, and could force the company to offer you compensation should it see fit.

Bailiffs are allowed to take some of your belongings to sell on to cover certain debts, including unpaid Council Tax and parking fines.

They can, for example, take so-called luxury items such as TVs or games consoles. However, they cannot take essentials such as fridges or clothes.

What's more, they can only generally enter your home to take your stuff if you leave a door or window open or invite them in.

You are therefore within your rights to refuse them access and to ask for related documents such as proof of their identity. If they try to force their way in, you can also call the police to stop them.

Private sector debt collectors do not have the same powers as bailiffs, whatever they tell you.

They cannot, for example, enter your home and take your possessions in lieu of payment.

In fact, they can only write, phone, or visit your home to talk to you about paying back the debt. As with bailiffs, you can also call the police if you feel physically threatened.

Thanks to the Distance Selling Regulations, you actually have more rights buying online or by phone than on the High Street.

You can, for example, send most goods back within a week, for a full refund (including outward delivery costs), even if there's no fault.

You will usually need to pay for the return delivery, though. The seller must then refund you within 30 days.

We enter into contracts all the time, whether it be to join a gym, switch energy supplier or take out a loan.

In most cases, once you've signed a contract, you are legally bound by it. In some situations, however, you have the right to cancel it within a certain timeframe.

Credit agreements, for example, can be cancelled within 14 days. And online retailers must tell you about your cancellation rights for any contract made up to stand up legally.


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