The Gourmet Food Store

December 18th, 2007 at 3:17 pm by David Farrar

Go over to Spare Room and read this e-mail exchange involving the Gourmet Food Store.

I, like many, have also been forwarded the original e-mails and reading them in order is even more painful than the extract Ana has put on Spare Room.  I think that store is going to lose a lot of business, like the marquee company last year.

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23 Responses to “The Gourmet Food Store”

  1. Brownie () says:

    Magic

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  2. dime (9,980 comments) says:

    what a nutjob

    they always bring out the “we were gonna list our house next year with you.. but not now hahaha”

    what bullshit

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  3. hinamanu (2,352 comments) says:

    I would drill that fat thing to China.

    and she would enjoy it … cause she does

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  4. Bevan (3,924 comments) says:

    Well thats one way to sabotage your company.

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  5. AGJ (562 comments) says:

    She wins a prize for the ugliest website I’ve seen in a while…..My eyes! The goggles do nothing!

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  6. Rex Widerstrom (5,354 comments) says:

    hinamanu, it’s almost lunch time over here. Thanks for saving me the cost of a sandwich. And probably dinner as well. In fact never eating again may be the least of my worries… I’m trying to figure out how to bleach my brain of the mental image you just conjured up.

    BTW, your prose style reminds me of Jesus Martinez’s at times. Any chance you could be related? :-D

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  7. barry (1,317 comments) says:

    I think the gourmet food company has every right to be pissed off by being screwed around like this. However what they should really have done is to just ignore the customer. No emails, no phone calls (after the first couple) and then when they turned up for the goods (or phoned to ask where they where) that would have been the time to tell them to “go fuck – get yourselves organised in future.”

    The email is just an opportunity for poor little Haley to circulate it.

    And if this is the worst treatment Haley has EVER seen, then shes onviously a recent product of our education system that tells everyone how great they are and all that crap.

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  8. the deity formerly known as nigel6888 (852 comments) says:

    really Barry, you’re not the gourmet food company doing damage control are you?

    What could they be pissed off about? A customer phones and then emails to confirm the order – how dare they! ungrateful bastards, don’t they know they should be grateful…

    My PA caters regularly for me. I always expect an itemised quote for exactly the order, particularly where there are options.

    I hate companies that play the GST exclusive game, and I loathe that website with its hideous colours and lousy interface.

    Slagging your customers is unacceptable. Full stop. End of story. Trying to threaten a support staff member is also beyond the pale.

    The Gourmet food company is now history in Auckland.

    And why is this Haley’s fault. She should harden up about being slagged by a bloody caterer? get real. Who wrote the email? Who can’t control herself?

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  9. Max Call (212 comments) says:

    I had to do some shopping today for goodies for clients gift baskets (My partners company – but I was a loose end and decided I would be a good Santas helper).

    Went to the Culinary Council here in Tauranga (Gate Pa shopping centre)
    got awesome service (helped carry stuff to car etc). When they found out it was for gift baskets they went running inside and got very large bag of wood shavings (for bottom of baskets) and said to come back if not enough

    Big ups to them :-)

    I will go back there – Customer Service means LOTS to me (but obviously not the Gourmet Food Company in Auckland.

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  10. sicoff (28 comments) says:

    the client was a real estate company, like lawyers a PR spinners, a bunch of shysters. I’m with the Gourmet Shop on this one, even though I live in Auckland

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  11. barry (1,317 comments) says:

    Hi there “the deity formerly known as nigel6888″ – welcome to the real world.

    If you want good service then one should behave like they deserve it. Being an airhead like this Hayley is just asking for the crap.

    Some customers dont deserve to be sold anything – they are too stupid.

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  12. the deity formerly known as nigel6888 (852 comments) says:

    right Barry, the customer owes you a living, got that! Guess you never got your kiwihost certificate?

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  13. the deity formerly known as nigel6888 (852 comments) says:

    and I should be clear. I havent seen the whole exchange, just what was on the link. I don’t really care if Hayley is an airhead – PAs in suburban real estate agents aren’t normally selected for their advanced qualifications.

    But it was the OWNER of the catering company that lost her rag, it was the OWNER of the catering company who wrote the stupid arrogant email, and it is the OWNER of the catering company who comes across looking like the arrogant threatening bully. Presumably thats how she wants her current and prospective customers to think of her and her company?

    In other words, a total own goal. Shame that the “airhead” had the nous to know this, and the rather stupid and obviously nasty Gourmet food company didnt.

    If you want to see customer service see the Tony’s motto:

    rule 1: the customer is always right
    rule 2: if the customer is wrong, refer to rule 1.

    thats customer service. Not, “oh the customer is a dickhead, so lets threaten her, abuse her and then have a go at threatening to take our business from her boss”. Oh yes, very nice.

    QED?

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  14. the deity formerly known as nigel6888 (852 comments) says:

    tell me more about this real world – it must be pretty lonely in your version?

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  15. the deity formerly known as nigel6888 (852 comments) says:

    ps. I have now googled and read the whole exchange.

    Yea Gods! I take it back about Hayley. She did absolutely nothing wrong at all, asked a perfectly reasonable question and got a mouthful of abuse for it.

    $2 for a chocolate dipped strawberry!!!

    So Barry, you really are playing interference for the Gourmet Food Store company aren’t you? Are you Margaret?

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  16. helmet (807 comments) says:

    Baz posted the same comment at the spare room, except he removed his swear word (nice!). It’s like he thinks he knows more than the rest of us- perhaps he’s married to the witch who runs the catering service?
    Either way, I can’t figure out what this asshole is up to, the emails from Hayley seem pretty benign to me.

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  17. ross (1,437 comments) says:

    Hayley works for a real estate company yet she seems to have great difficulty picking up the phone and confirming her order. Bizarre. There’s a lesson there. If you’re in a hurry, actually talking with the person whose services you require is a really, really good idea.

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  18. catwoman (123 comments) says:

    Hurray for Margaret McHugh! I love people that don’t tolerate fools gladly.

    Lets get real, this time of the year is the busiest time for catering companies. Phoning on a Thursday for an order for the next Monday and not bothering to phone and confirm it. This exchange of emails makes Hayley and the real estate company look like a pack of twats. Do they also not bother to confirm real estate contracts?

    Go the Gourmet – tell it like it is!!!!!!!!!!!!1

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  19. Happy (2 comments) says:

    Wow I am in Customer Service and when I read the exchange yesterday between Ms Mc Hugh and Haley I was appalled and also like many others immedialty thought back to the Marquee incident 12 motnhs ago.
    Hayley had every right to query the cost and as for Ms McHugh’s retorts and rude emails there is no excuse. Some comments posted refer to the busy period catering companies will be experiencing at this time of the year. No excuse – would we tolerate a shop assistant speaking to a customer in such a manner. Retailers along with all other service providers will also be experiencing the busy festive season, however they put on enough staff to cope with the festive season and give up a little of that gross profit Margaret… Something to think about if you have a business left in the New Year.

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  20. Happy (2 comments) says:

    It appears that Ms Mc Hugh makes rude comments in emails regularly as another trail of emails sent in September to another unsuspecting client shows this catering business should be out of business before Christmas Day.
    Look out for them to a lovely polite lady called Lai Tong and also Margaret has a racist issue also.

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  21. cv (21 comments) says:

    completely agree with catwoman with the strain this time of year

    though the gourmet guru needs a bit of an html touch up lesson as her website is a mess. I’m not surprised the airhead got her prices wrong.

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  22. cv (21 comments) says:

    dear Max Call, re your post

    “I had to do some shopping today for goodies for clients gift baskets (My partners company – but I was a loose end and decided I would be a good Santas helper).

    Went to the Culinary Council here in Tauranga (Gate Pa shopping centre)
    got awesome service (helped carry stuff to car etc). When they found out it was for gift baskets they went running inside and got very large bag of wood shavings (for bottom of baskets) and said to come back if not enough

    Big ups to them :-)

    I will go back there – Customer Service means LOTS to me (but obviously not the Gourmet Food Company in Auckland.”

    Did the entire transaction take place over email? Fail to see any relevance sorry.

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  23. ExecutiveAssistant (5 comments) says:

    To those that think good service means abusing clients and telling them where to go GET A LIFE! I recieved the full email strain, and forwarded the email thread in it’s entirety to all the contacts in my address book, which by the way includes many top EA’s, PA’s and a few Executives of large financial firms including media contacts.

    I don’t care if someone calls me all the names under the sun, YOU DO NOT retaliate with such verbal abuse, and via email at that!! Aside from the fact that Gourmet Food’s website is of a low standard, any manager would know that ‘EMAIL’ is the best way to track any conversations, I’m assuming the owner of Gourmet Food’s is lacking in any sort of managerial skill. If anything, Hayley comes out the winner on this one, she held herself together and composed herself throughout. However, had she done her job properly, she would have noticed and tacky website and decided to find another supplier. Tacky websites are usually a key indicator of an amateur operator.

    It would seem to me that Ms McHugh thinks degrading support staff is appropriate business practice, however she blatantly forgets that it is not the boss of any company who books catering, functions and parties for any business, it is the Support staff. And there are far more support staff in New Zealand than there are caterers. A word to the wise!

    Having taking the action Ms McHugh did, appalled me as an EA and I was the 18th person in my company to recieve the email thread. As such I can only hope that when her business fails, and it will, that she looks inwards toward the problem and not focus on blaming others. Sure Christmas is the busiest period for caterers, but who’s fault is this? Good business practice would dictate that if it is busy, and you are not able to manage the workload, that you employ more staff, or alternatively sell the business if you are unable to manage it effectively, and more important in a friendly manner.

    Fortunately myself and my company has never had the misfortune to deal with this business, and because of the support staff network we have in New Zealand, we never will.

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