Let me preface this by saying that I am likely not your target customer. I am not independently wealthy and although I prefer not to, occasionally I do need to at least consider whether it is more clever to buy the £4 pasta sauce, or the jar for £1.
Despite this, my desire to visit your glowy fluorescent halls has, for the past few months, won out over considerations of money and I have been overcome with an addiction to your crispy and fresh leafy greens (not easy to come by in the UK), your organised aisles of neatly stocked specialty items, your genuinely impressive array of fresh herbs and your cheery employees. Your store is sunny and bright and is something like what I imagine a grocery store in heaven might look like. You know the angel in the Philadelphia Cream Cheese commercials? I bet she shops at a Waitrose.
It never smells like sour milk and you don't have any of those horrible self-checkout counters that has taken over most other grocery stores. I really resent that M&S, which is arguably just as expensive as you and, which runs a campaign based on their difference in quality to justify high prices (it's worth every penny!), have replaced nearly all humans with an extremely unfriendly self check-out system. Unless you shop during peak time, you have no choice but to bumble through one of those unpleasant machines yourself (usually only to find out that after all your effort, the machine doesn't take card, or coin, or just generally hates you).
Waitrose, maybe it's because you are a genuine diamond in the roughage of unfriendly and painful shopping experiences or maybe it's because even though I know I can't afford you, I still persist in giving you all my money (and I do it with love), that you broke my heart a little bit last week.
For the last month and a half you have not had any whole wheat pasta on your shelves - nothing. The only pasta of the whole wheat variety is that sticky gluey stuff in the refrigerated food aisle. And just between you and me, it's really pretty awful. The first few times I visited, I gave you the benefit of the doubt but last week, I decided to enquire at Customer Service. Here's where it gets ugly...
Although you have a big, bright and welcoming Customer Service desk, the girl who works there told me that to actually ask a question related to Customer Service, I need to dial a toll free number. She was nice about telling me and gave me the number but ... really? I also didn't get the impression it was just bad timing but that as a matter of course, to speak to Customer Service you expect me to use the telephone. The big desk is apparently a ruse - I guess if we see it, we assume we can get it and that makes us feel better? The poor kids who actually work at the Customer Service Desk must just be hoping that no one actually thinks to, er, ask a question.
Anyhow, I went home and called the toll free number. Thankfully, it didn't lead me to a phone tree or automatic recording, but rather a real human who was quite friendly. She explained (in a very perky manner) that other than the gluey fresh pasta, you have discontinued your line of whole wheat pasta and do not plan to carry another line any time soon.
Huh?
In this age where people are trying to be healthier, you, my beloved Waitrose, have decided to discontinue your entire whole wheat line of pasta? When your USP is that you offer good service and specialty items to justify huge price mark ups, you've decided to discontinue your entire whole wheat line of pasta? (I could go on...)
I suppose I should be thanking you. Despite my best efforts at convincing myself otherwise, I now feel compelled to go half a block down the street to Morrisons (the horror!), which makes me sad and angry because it is the grocery store equivalent of a MacDonalds Playroom on a Saturday afternoon.
Still, though I am missing you now, in more ways than one, this transition will eventually be good for my health. Which is what I'll be trying to tell myself next time I'm at Morrisons stumbling over toddlers and fighting for the last browning head of lettuce, while trying to avoid slipping in the pool of sour milk on the floor.
Sigh.
Amy
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