I’ve been shopping at Ben’s Independent Grocer (BIG) in Publika for a few years. It carries a lot of imported fruits, vegetables and dry goods like candy which appeals to me. I remember a lot of my wacky cooking adventures are based on products bought here, like Gordon Ramsay’s duck breast with Madeira jus, tomatillo apple cranberry chutney and parsnip purée, How to Make Stuffed Artichokes and Buttered King Grouper with White Wine Reduction in Bouchees Poissons. I also got our turkey from them two years running – for both our 2013 Christmas dinner and 2014 Christmas dinner.
No, this is not a sponsored post or an “invited review”. I’ve never met the people from BIG – I’m just a customer, like everyone else. I just wanted to highlight a rather interesting experience that happened over the weekend.
It’s very easy for people (including myself) to slam a brand/store/restaurant when something goes wrong. However, I don’t think enough thanks go to them when something goes right – it’s like the toast falling buttered side down theory, it seems like we’re less inclined to remember the good but never fail to recall the bad.
Anyway, I was at BIG in Publika to check out their Chinese New Year stuff and bought some items made by Maxim (the famous Hong Kong bakery). I love their stuff and the Mahjong pineapple tarts I got last year was a huge hit. I got a metal tin of Mei-Xin Egg Rolls (Classic) and Mei-Xin Almond Mille-feuille to try out with my better half.
I thought if they were good, I can buy more to bring back to Sibu and stock up over here. The point is that, we wanted to try them first.
However, I noticed that the Mei-Xin Almond Mille-feuille was *missing* when I got home 3 hours later. I think the cashier might have packed it in two different bags and I only brought one back.
I called the number on the receipt and spoke to a guy who identified himself as Fikri, and he said my Mei-Xin Almond Mille-feuille is there and I could pick it up anytime. I’ve done this before at other hypermarkets (having atrocious short term memory) but never had any success getting it back before – either someone else took it, or worse, apparently the cashier did (at a memorable instance in a local hypermarket chain which I won’t name).
It goes to show how good BIG is and the clientèle they attract that none of these things happened.
My missing Mei-Xin Almond Mille-feuille (RM 49.90) was logged in their log book and they were waiting for me to call. I was unable to pick it up the next day so I sent a photo of the receipt to my better half for her to get it on my behalf.
She didn’t need it at all – the lady at the counter just picked up another Mei-Xin Almond Mille-feuille from the large display they have there and she signed off the log book and I got it back at night.
BIG at Publika is my favorite place to shop, not just coz of good incidents like these but due to the overall customer experience. It’s the reason why I only shop at Coles when I was studying in Australia – they have a great policy where if the cashier scanned a wrong item, the entire bill will be free (not advertised anymore) and you can open a drink in there for a long shop and just scan the empty can at the end.
BIG used to have the same policy about drinking in their store too, but there are signs prohibiting that now. I think the trust system doesn’t work very well when it’s open to everyone so that’s understandable in Malaysia.
Still, it’s a great place to get groceries and small positive experiences like this makes it all the better. 🙂