Employees are the Blood of the Company

 

»It’s amazing to me how many business leaders separate their employees from their customers/patrons. Your employees are your core target audience to put word-of-mouth out about your organization.«

 — @minmilyjung

 

2018-06-13 Hellhole - RVW21022161

Link

 

Clive Schlee “retired” with a legacy on Glassdoor & Co where staff dare to speak bluntly without fear:

2019-06-30 44 staff 50 Clive

 

2020-01-22 Pano 39 34

 

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The above slideshow is just a selection, the list goes on in Pret Staff Complaints

 


 

I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by
The Adam Paradox, and wrote two articles in the Scottish Left Review: 1. “Late Night Girl’s” Story with Pret and 2. Pushing Back Against Pret.
Thank you for reading/listening.


Interview:

©2020 expret.org


Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

Pret A Manger Service Secrets REVEALED

Pret A Manger’s strict Mystery Shopper scheme.

 

2018-12-14 Customer recognizes forced friendliness happiness3

 

Introduction

This is a very detailed account on Pret A Manger’s Mystery Shopper scheme with a full report, and why staff everywhere always smile and chat so much, and give freebies etc. I walk the reader through the steps in how staff are drilled to perform to perfection for low pay, and why they do it. If you don’t have time to read, please scroll down to the large red writing (about halfway down this post) on the 30+ questions Mystery Shoppers are tasked to test staff on every week. A current staff member sent me a recent Mystery Shopper report, and I want to post the whole report here. I renamed the Mystery Shopper to “Misery” Shopper for a reason!

I write so detailed and extensive to show the public how micromanaging, brainwashing, exhausting and patronizing Pret’s Mystery Shopper scheme is.

PAMSU Dismantle MS

Link

I touched on this already in other blog posts, but also on a YouTube slide I made from excerpts of real Mystery Shopper reports. But I only used about 4 – 6 questions that Pret tasks Mystery Shoppers every week to test staff on. I concentrated mainly on the smiley service part and speed of service. In this post I want to put a current and FULL Mystery Shopper report, to highlight the micromanaging scheme that stresses staff every minute, as they anticipate Mystery Shoppers for cash incentives and to avoid getting fear managed.

A brief YouTube slide on real Mystery Shopper reports I combined from several years:

 

Pret makes no secret that they have Mystery Shoppers (MS), but they portray themselves to be such a happy place, when in reality staff are checked on  micromanaging questions every week.

If you want to skip this long intro, please just scroll down to the 30+ questions from current Mystery Shopper reports.

But as a taster, here are the questions without the answers. I posted the answers further below. Out of these 32 questions, 28 are “scoring” questions, meaning the results affect Managers and Team bonuses. Halfway through this post the answer from the Mystery Shopper are posted under the Qs. But here first of all just the questions, which span over 8 pages with the MS answers. When I worked at Pret it used to be 4 – 5 pages max.

NOTE: categories 1 – 6, Style, Selection etc. are the “6 steps of Service” that I explain further below that affect the whole Team bonus.
Category 7 is about an individual staff member’s service and their individual cash reward, even when the Team bonus is lost.
Category 8 is about the Government Value Added Tax (VAT), which currently is Pret’s “focus question” since about 2012-ish when the Government increased pressure on companies (I explain further in the post).
And in Category 9 are the 4 “non-scoring” questions that don’t affect bonus, and are just for market research.
The numbers in brackets i.e. (16 out of 20) is 16 points reached out of 20.

Quick rundown of the 32 questions:

1 – Style (30 out of 30)

1 – How inviting was the shop from the outside?

2 – How clean was the shop entrance?

3 – How welcoming was the atmosphere at the entrance?

4 – How was the presentation of food and drink in our display units, fridges, fruit stand, crisp baskets and queue stands?

5 – How presentable was the till counter and bakery display?

6 – How well presented were team members?

2 – Selection (16 out of 20)

7 – 1 – FULL SELECTION: Count how many price tickets in the cold fridges had less than 2 items.

8 – 2 – FULL SELECTION: Count how many price tickets in the hot food display had NO stock.

9 – 3 – FULL SELECTION: Count how many price tickets for pre-packaged cakes, cold drinks and snacks had NO stock.

10 – 4 – FULL SELECTION: Count how many price tickets for unwrapped bakery (behind the glass till counter) had NO stock.

3 – Speed (10 out of 10)

11 – 1 – Please rate the time it took to be served from joining the queue.

12 – 2 – Did you receive your hot drink within reasonable time from payment?

4 – Service (10 out of 10)

13 – 1 – How well did the person at the till connect with you with a smile, eye contact and some polite remarks?

14 – 2 – Were all your items stated during the transaction, were you charged correctly and did you receive the correct products?

3 – Please select which scenario question you asked. Asked for more information on a product Asked for more information on a product

15 – 4 – Based on the scenario you selected, please rate your experience when asking our team member your enquiry.

5 – Seating (13 out of 15)

16 – 1 – How clean were the bin stations inside the shop?

17 – 2 – How clear and clean were the floors, tables and chairs inside the shop?

18 – 3 – How well presented and stocked were the toilets INSIDE the shop (if applicable)?

6 – Say Thank You and See You Again (5 out of 5)

19 – 1 – How well did your server or any member of the team end the transaction by thank you and/or giving a pleasant parting comment?

7 – Additional Scored Question (5 out of 5)

1 – Was any ONE member of our team very helpful, extremely charming and/or outstanding?

2 – Please provide the name or a description of this outstanding member of staff.

8 – Additional Information (0 out of 5)

1 – It is a legal requirement for our teams to charge VAT for all ‘Eat In’ items/transactions. When served, were you asked if you were ‘taking away’ or ‘eating in’, and charged correctly? Asked & Charged

2 – Did you notice someone in charge and, if so, what were they doing?

3 – Did BOTH questions 2.1 and 2.2 achieve the top answer OR N/A?

4 – If you ordered a dairy free alternative milk, was the correct sticker applied to your cup to indicate the milk used?

5 – If you bought a hot food item, did the label on your product match the product you purchased?

6 – Did the label on your cold fresh food product match the product you purchased?

9 – Customer Segmentation (non-scoring)

1 – Based on your overall experience on this visit, how likely are you to recommend Pret to people you know on a scale of 1-10?

2 – In order for you to have the perfect visit, which of the following aspects should we prioritise to improve?

3 – From the list below, please choose which area is our main strength.

4 – Where do you normally go to purchase similar products?


 

When breaking down the questions, these reports are very complex as you will see with the answers the MS gives further below. Any tiny issue can penalize the whole shop team. Staff HAVE TO smile, HAVE TO chat, HAVE TO make eye contact and are drilled to give freebies, as every shop has a weekly marketing budget. For space and to keep the post as short as possible (yeah right!), I just mention a few of the many, many ways shop teams can lose or gain bonus, and individual Team Members, including Managers, can earn an extra cash reward called an “outstanding card” (OC) of £100 or a “super outstanding card” (SOC) of £200 per week / Mystery Shopper visit. An outstanding card is not a literal card, it’s just the name of the cash reward. This reward can be earned ON TOP of the wages AND on top of the Team bonus. Sounds, generous? No, if you experienced the daily stress, headache, depression, tinnitus, anxiety, physical pain, rude customers, bullying … this is 1. peanuts, and 2. even if the reward was higher, it’s not worth what your mental and physical health goes through on a prolonged period of time, every day, having to bend backwards for a little more money and small recognition.

Also, the following week this reward is forgotten, especially if you fail on a Mystery Shopper visit. It is never good enough.

A recent review from LAX, that was just opened in the summer of 2019, shows as well the bullying culture and how the reviewer doesn’t care if they get $15.25 per hour. Even a higher amount of wages isn’t worth the abuse they’re subjected to. Also, in a New Shop Opening (NSO), they pay a little more and usually have a lot of staff, as the first year of the NSO, the store doesn’t have targets to reach, as they first want to build a customer base. After about a year the pressure really starts on the targets, profits, cutting labour etc.

LAX

Link

The “outstanding card” (OC) used to be a £50 reward for an individual staff member, or “super outstanding card” (SOC) of £100 if the shop scores were perfect. And even if the whole shop lost the bonus on an issue I explain below, an individual staff member can still get the extra £50 (now £100) cash reward. So, it used to be £50 OC or £100 SOC if perfect scores were reached. And now it is £100 OC or £200 SOC with perfect scores.

2018-07-04 Outstanding Card Prets Response

Link

The irony is, I gave suggestions to an OPs (area) Manager, who asked me for my input on how Mystery Shopper scores can be improved company wide, as our shop was always very successful. And one of the suggestions I made was to double the MS reward from £50 or £100 to £100 or £200! Thank me later Pret staff! 😀 – I still have the email with the suggestions to the OPs!

No, I’m not floating my own boat here, but as a Team Leader I was responsible for “team engagement”, and everywhere I worked, I helped improve the scores by organizing the teams and encouraging them, NOT blaming them. I worked to lift them up, not put them down. And that showed in the Mystery Shopper reports. But my Managers never encouraged me, in fact one OPs tried to use one Mystery Shopper report that had bad scores (when I was in bereavement) to target me. I then collected all Mystery Shopper reports where I / we succeeded, just for my protection. Sad, but reality! And that’s how I was able to put above “Misery” Shopper YouTube slide together.

NOTE: I have been asked by some Journalists on the Mystery Shopper requirements, one Journo asked me if a staff member ever got fired for making mistakes with the MS scores. But that will never happen in an open way. I know of a Team Member who received what they used to call a “file note”, now called “note of concern”, when he didn’t smile and that lost us the bonus. A “note of concern” is NOT a disciplinary / written warning, but it is a first step to get a person towards a disciplinary and out of the company. If the management is looking for something to pin on the employee, they will find it fast. And Mystery Shopper result is the perfect way in that direction.

Many insecure Managers who work a lot with fear management, hand out “note of concerns” like staff hand out napkins. It’s always a clear sign to see which Manager is scared themselves by the amount of “notes” they “motivate” staff with. In my 10 years I only received 1 “note of concern” on a stupid thing, but not another time as I saw through this manipulation quick and wasn’t impressed. But I was the recipient of a lot of verbal fear management and unfavourably shift times etc.

Quick Sack

Link

I have been targeted by an Area Manager when we lost points, NOT bonus, but points as I didn’t smile. The Area Manager KNEW that I just lost my brother 6 months before. I have this as evidence if anyone doubts this. I was invited for a meeting and was presented with a list of (silly!) things I was doing wrong, including the non-smiling when I served the Mystery Shopper.

And I was often spoken to in a manipulative way when I didn’t achieve the highest points or some stupid remark the MS made about my service. I know of Team Members where the Manager would say something like, “maybe this job is not for you”… or “maybe you would do better in the kitchen” … etc. And I know of people who have been placed in the kitchen as a penalty to get them off the shop floor into the kitchen like Cinderella separating peas! And especially when staff are younger or new to Pret, they are very quickly manipulated with subtle undertones of fear management.

What the Managers didn’t know was, that I as the Team Leader took the Team Member aside later and told them not to be afraid, and I put in a good word for them, and that I know how well they do their job etc. The relieve on their faces, and at times calming their tears, was more worth to me than any effing Mystery Shopper reward! I also told my colleagues when they are harsh with the person who lost us the bonus, the day will come when they also lose the bonus and will be treated with the same measure! 

My message always was: We ALL make mistakes, let’s look after each other and not let the big guns upstairs throw crumbs at us to fight over!

As I was the shop Team Leader, responsible to “engage” the Team (to kiss butt all day!), one Manager took me aside in the beginning of me working in his shop and he said to me, “I close my eye to everything but the Mystery Shopper”. In other words, I can mess up on everything including Health and Safety issues, cutting corners everywhere, but if I mess up on the Mystery Shopper, he won’t close his eyes. I made clear to him, that he shouldn’t close his eyes on ANYTHING. I just came from a previous shop where I was targeted for small things, so I was not going to get sabotaged on ANYTHING! And I was still angry and distraught about what happened in the other shop, so I clearly spoke my mind! But this was also due to me being traumatized and in great anxiety to make the smallest mistake that could be used against me.

Pret cannot and would not openly fire someone on the grounds of having messed up the Mystery Shopper. But the targeting and bullying with the help of Mystery Shopper reports is very vast, subtle and extensive. If the Manager doesn’t like you or is angry with you for messing up the Mystery Shopper, they will arrange for you to fail further in other areas to get you fired or in the “least” transfer you out to another shop. Anyone who has been through systematic (and systemic) workplace bullying, knows what I’m talking about.

On a side note, I really recommend watching the 3-part mini-series “Sticks and Stones” from ITV, regarding subtle and systematic workplace bullying that was screened in December 2019. In this case a Team Leader is bullied and sabotaged by his Team for his position. And as the company has announced redundancies, he is put through an ordeal that is throwing him off and leads to a breakdown, that makes him look like the bad guy, incapable to do his job, out of control. Oh, how I can relate to that!!! This was another part where Pret HR gaslighted me after I raised grievances. They turned it around and used a breakdown I had after my line manager bullied me in December 2015. I broke down, sobbed and became erratic in front of my team and boss, two days before the first anniversary of my brother’s death. And Pret made me look like an angry person who causes trouble. In reality I had a breakdown similar to the breakdown the actor has in below “Sticks and Stones” Trailer.

Unfortunately the series is offline now, as ITV.com just screened it until the end of December 2019, but in case you see it on Netflix & Co. please watch! It is really well portrayed how subtle bullying happens, and how hard it is to proof without solid evidence! I watched this twice back to back and cried as I was triggered, even though Pret shops are not an office environment and I was bullied and targeted by my superiors, not by my Teams. But the principles are the same.

The Trailer on YouTube:

 

So, I can only suggest for Journalists to go undercover into Pret for AT LEAST 4 weeks, best in the mornings, where the pressure is the most intense and where the Mystery Shopper requirements are felt hard every single moment of the day! Amy Sharpe from the Sunday Mirror went undercover only for a week in the evening shift where it’s quieter. Amy made a good start, but to really feel the Pret “blow”, people need to work in the mornings from 5AM in both the shop and the kitchen. The most poignant review by a staff member who jumped between the kitchen and the shop, is the following review on Indeed, and I can verify every word of it:

»This job can annihilate every piece of humanity inside of you.

You will lose everything that makes you human.«

Annihilate Humanity 45

Link I spend 6 months racing all day and barely spoke 3-5 words a day on my shifts if I’m not on till where you are required to have the widest fake smile on earth…”

 

Brainwash

Now, what I explain here may sound harsh, and of course it is commendable when a business looks nice, friendly, clean and fully stocked etc. But the price low-wage workers have to pay, so that company leaders reap their millions, is ridiculously high and damages a lot of people physically, mentally and even financially.

£30m

Daily Mail

Pret Mystery Shopper requirements are very militant and what Timothy Noah even called “Stasi” like, quote: “Pret keeps its sales clerks in a state of enforced rapture through policies vaguely reminiscent of the old East German Stasi”. From his excellent article Labor of Love: The Enforced Happiness of Pret A Manger. And I totally underline his article. More about the exploitation via strict Mystery Shopper emotional labour demands, I cover extensively in: The Dangers of Emotional Labour.

Side note: For any person wanting to criticize me on silly spelling because you have no other arguments to defend Pret, I write from England on WordPress that uses American spell-check. I also respect American and British spelling, so when I write “labor” it’s because an American author wrote it, vs. “labour” from a British or European writer. Also, English is NOT my first language, and I think I’m doing pretty good so far. So, before you criticize me on silliness like this, click away and watch a film or something.

Having said that, I welcome genuine corrections on typos and spelling mistakes.

Pret has a lot of brainwashing slogans in place that staff have to memorize and follow. The most appalling wordings I always found while working at Pret is on their packaging: “Lovingly handmade in this shop today”! When you work at Pret, this particular slogan can make you puke, and the many staff reviews at the very bottom page slideshow explain why!

 

The 6 Steps of Service

In the shop there is what Pret developed as the “6 Steps of Service”, which all start with an “S”. In the kitchen Pret has the “6 Steps of Production” which all start with a “P”. A lot of psychology went into developing those. But I will just concentrate on the shop 6 steps of service here, and can cover the kitchen another time. The kitchen concentrates on the speed of production (productivity), while the shop concentrates on appearance (happy facade), yet also speed.

These 6 steps are in a particular order for Mystery Shoppers to check every week. Mystery Shoppers basically work their way in, from the entrance to the food display/fridges to the counter to the seat and out again, via a D-tour to check the toilets. The 6 steps are:

1. Style (atmosphere of the shop, this is in their own discretion. What one MS likes, another MS dislikes the next week)

2. Selection (clear rules the MS has to follow)

3. Speed of service (also called “SOS”)

4. Service (if staff always smile, chat, are attentive, efficient etc. Giving freebies always helps and often gets the Team Member the extra £100 or £200 “outstanding card” reward)

5. Seating (if seats / tables etc. are cleaned within 1 minute of customers leaving, sometimes even crumbs are a big problem)

6. Say Thank you and See you again (a departing remark of some kind)

And then some non-scoring questions at the end, which even though are not scored, still fear manage especially the shop Managers.

The questions and some answers below are self-explanatory, but I want to highlight the stress and peer-pressure Pret puts on Teams and the Mystery Shopper reports being used as a tool to bully staff to always perform with a fake front, no matter what. Smile, chat, eye contact etc. to achieve maximum scores, to appear as such a happy and efficient company, while in reality it is VERY stressful and depressing!

One person on Twitter has put it in simple, but poignant words on how Pret penalize the whole Team if ONE person makes a mistake. I have experienced this countless times. And this is done on purpose where hard-working staff lose their bonus and effort after ONE person messed up. This one person is then shunned or dealt with the silent treatment. As a Team Leader I went the opposite and encouraged the one person, instead of putting them down, as this is counter productive and hurting them. I signaled that we all make mistakes and not to let others pressure them! But Pret wants peer pressure… to always appear happy… to draw people in… to increase profit:

2013 Mystery Shopper Group Incentive marked

 

Bonus is £1 per hour worked for hourly paid staff in shops. So, if I worked 40 hours that week and as a Team we receive the bonus, I get an extra £40 on top of my weekly wages. Sounds great, but is very, very stressful for the peanuts you get extra! If I am sick even just for one day, I automatically get my bonus cut and don’t receive it. Also, there’s no bonus when you are on holiday which is fair. But if I am late, even 5 minutes, the Manager in their own discretion can cut my bonus. As in Pret there is a lot of favouritism, which can also be seen in the many staff reviews I collected, some staff members make friends with the Manager, and then get away with a lot of sh!t. And those who work their butts off, who are very reliant, but are not the Manager’s favourite, come late ONE time for 5 minutes, and bam! – get their bonus cut! The bonus is used for a lot of abuse by Management.

Managers, Assistant Managers and upper area Managers (OPs) get their bonuses not every week, like hourly paid shop staff, but every quarter which are huge amounts of money! Managers’ bonuses are based on many things, like profit, how little waste the shops have, how little labour costs (that’s why Pret under-staffs), health and safety checks and other things. But the biggest chunk of Managers’ and upper Managers’ bonuses are the Mystery Shopper scores. That’s why Managers stress a lot about the Mystery Shopper and the point system that is VERY important to Managers to compete in their area of 10 – 14 shops, and company-wide.

So, it’s the typical greed of the few to squeeze the many. Pret cuts staff, so that the few Managers on top get a lot of bonus, instead of staffing appropriately, giving everyone a piece of the cake, value and respect workers, lowering their stress, and with an adequate amount of staff also giving customers a much better and calmer service.

 

Examples on how a shop can lose or gain bonus

On product selection for example, Pret demands a certain amount of selection during certain business hours. The Mystery Shopper is also tasked to count the “lines” of products. Any product is a line. The Tuna Cucumber Baguette is a line. The Egg-Mayo Sandwich is a line. The Tomato Soup is a line in the hot food section. Every different product is a line.

Usually between 12 noon and 2:00 or 2:30PM (depending on the area) Pret wants FULL selection of all products they offer in that particular shop. But Pret changes that at times. But from my experience it was between 12 noon and 2:30PM. Staff are NOT allowed to run out of a product (line) at that certain time. Staff are also not allowed to take the product label off the shelf if they run out of a product (line). If a Manager or Leader is caught taking out the label, they risk getting a disciplinary. This is to stress staff to ALWAYS have products available or MAKE them on demand to increase profit. At the same time, Managers and Leaders are stressed by OPs Managers when they have too much waste. It’s an absolute nightmare to balance without a lot of pain! And beyond the charity PR is daily food-waste in plastic packaging to landfill because of over-production to have the shelves full and the money rolling in!

2019-06-06 Food Waste from Fridge to Bin

Link

Waste

Link

2016-01-28 food waste bin bags

Link etc.

For a longer list of customer photos and complaints on wasted food, please see: Pret A Manger Food Waste. I had to waste countless bin bags like this over the years due to overproduction and under-staffing to manage the waste properly. And Pret now use increasingly NON-transparent bin bags to hide the food-waste in the streets.

Before 12 noon and after 2:30PM Pret demands a certain amount of products. This may vary from shop to shop and area. But in a nutshell, let’s say Pret wants 15 different products (lines) after 2:30PM on the shelves, but my shop has only 14 different lines, and if the Mystery Shopper happens to be there at that time (they have to count the lines), and if 1 line is missing, the whole Team lose the bonus.

This means, if I worked in the morning in the kitchen, worked my butt off to get the products on the shelf, then at 2PM I go home and at 5PM the shop is missing 1 line because the afternoon Team is understaffed to make more products, the Mystery Shopper happens to be there at that time and counts the lines. I then, who have already left hours ago, and can contribute NOTHING more, I lose my bonus for that week! Or even if I was off that day, working 5 out of 7 days, and this was my off-day, I lose my bonus if ONE person messes up in any way on the day I was off! And I can do nothing about it. My efforts went down the drain. And THAT is what Pret wants, colleagues to get mad at that one person or shift that made a mistake, even if it wasn’t their fault due to under-staffing!

 

Pret even goes a step further

Each product line HAS TO have at least 2 items behind its label. So, if the MS counts 15 lines of products, but ONE line only has 1 item, instead of 2, it means it is 14 lines. If the fridge has 15 different products (lines) but out of these 15 lines I only have 1 Cucumber Baguette (in its line) instead of 2 baguettes, I am “out of selection” and we as a Team lose the bonus!

An example I found on Twitter. These 2 BLT sandwiches in 1 LINE. If there was only 1 sandwich, this would NOT be a line. (Side-note: 4,70€ for a sandwich!)

2020-01-25 @GillyBerlin Pret Berlin 2 Sandwiches behind sticker2

Link

Managers often find ways to “cheat” by taking a label out until they fill the shelf with the product. But this can get them a disciplinary as Pret wants the machinery to run perfectly at all times. Another way to cheat, and this is when it gets dangerous, is when they take a DIFFERENT baguette from a different line that looks similar to the Cucumber Baguette, and place this baguette behind the Cucumber Baguette to make it look like they have TWO. This way they avoid losing Mystery Shopper bonus, as the MS doesn’t have time to check all products perfectly but often just scans and counts the lines quickly. 

This is also not allowed, but because Pret under-staffs and workers are stressed to the max, it forces Managers to cheat! One recent review by a Manager highlights this, and the danger it brings as customers take the WRONG item behind a label. Managers cheat in many ways to make the numbers look good, so as not to get bullied by their superiors, the OPs Managers. I was never promoted, because I refused to risk my job for Managers and OPs Managers bonuses! But this Manager’s (GM) review is very brave, as they even mention their city. But also in regards to the “fear culture” mentioned at the bottom of this review, this is not only in Edinburgh. I worked in over a dozen shops and it is systemic and everywhere:

GM cheat

Link Quote:Managers are forced to cheat on results and break standards just so that the area manager looks good on paper, though he stays at home most of the days whilst the shops collapse.

I often said to my Teams and bosses, who were frustrated at Pret, I always said that Pret is like a company that binds our feet together in a tight rope, and then demands from us to run! Any way you turn, you have to make constant decisions if to cheat and risk getting caught, losing your job  – or if to lose bonus and get fear managed by the OPs Managers. OPs Managers who often sit in the pub at lunch time (I’ve seen it), or are at home as the above review states. I didn’t see an OPs for 3 – 4 months at a time. Once an OPs “visited” a shop for a few minutes to let their bossy attitude scare Managers and Teams, you knew immediately when they were there, as everyone was always talking about it in fear or annoyance the next day. So, OPs Managers get a shit-load of money, while having a laugh in the pub or at home during busy lunch-time rushes. And the only “presence” they show is via Emails stressing the shops for higher numbers! Typical Pret “leadership”.

This also shows in a recent review by a Team Leader from Chicago of the bullying environment:

GM cry

Link

Las Vegas

Link

 

Coming to the full Mystery Shopper report

The below Mystery Shopper visited shortly after 11AM when the shops are quiet and Team Members have more time to “kiss butt” to receive the cash rewards, as Mystery Shoppers come mainly before and after the busy morning and lunchtime rushes. In this case the Team Member got the “outstanding card”, the £100 even though the shop lost bonus on selection. The “outstanding” service described below wouldn’t be possible during intense coffee or lunch time rushes. Most rewards are received at quiet times, not so much at peek times, as Mystery Shoppers visit more quieter periods to properly check everything they can’t check during manic busy times. But I want to also say that Team Members LOVE to give freebies and good customer service if they are not stressed and have the time, BUT even if they have a bad day, they have to function like smiley robots or get fear managed and peer pressured. 

My favourite thing to do was to give freebies, which is Pret’s number 1 marketing tool that I write extensively about in Free Coffees at Pret and why Pret doesn’t do a loyalty card system. But when I was ill, and especially going through traumatic bereavement and being bullied by my superiors under HR, it was HELL having to perform like an emotional prostitute for a few more peanuts. And I smiled, not for money, but to get my bosses off my back suffering in anxiety! 

What always bothered me was when some Team Members only lingered around the till area for a chance to serve a potential Mystery Shopper. So, they love-bomb customers letting their colleagues work their butts off, do the cleaning and stocking up, while “sliming” customers. And while those who try to get the cash rewards, love-bombing customers, they are being rude to their colleagues behind the scenes. I was always disgusted at this and made sure there was a good rotation of staff doing a variety of tasks, not the same people cleaning or the same people being stuck on the tills trying to get rewards, while others made the shop look good. And it worked, because it improved team-work and encouraged the shy ones to have some success without always doing the dirty work.

So, dear reader, get yourself a cuppa, maybe even while you’re in Pret reading this, because this will take a while! Know WHY staff are always so attentive, cheery, chatty, even if they are not well or are depressed or bereaved or ill or pregnant or bullied etc. Read the DETAIL and micromanaging actions, that Mystery Shoppers are expected to test staff on to perform like acrobatic clowns, stretching themselves like octopuses in all directions for low pay and some small recognition! Know the high emotional, mental and physical price they pay for little return!

And no, don’t make it so easy on yourself by saying that staff can just look for another job! Oh no! Don’t assume that people can just switch jobs, especially when they are so exhausted and burnt out, unable to look for another job! Pret keeps them busy, even wanting staff to “never stand still”.

Many employees left their countries to find work and a better life, have kids to feed, Uni tuition to pay, and so on. Many even have degrees, but their degree is not accepted in the UK, or their English is still improving. Staff are brain-washed and promised a lot (see next reviews here below), not realizing the intense work and stress they will be subjected to. Pret hangs a carrot in front of employees, and staff always hope for that breakthrough that never comes, because the price for it is too high. And by the time they do reach that goal, they are embittered, exhausted, discouraged. It is my experience, and also from many staff reviews, that if you make friends with upper Managers (sometimes even in the bedroom!), and are willing to do anything expected, even if it’s wrong, you will make it far in Pret! And what’s so disgusting about it is, that you’d expect this in a law firm, and certainly in politics and Hollywood, but a sandwich chain? Very sad!
(Also, pay attention to the amount of “Yes” vs. “No” votes on the reviews!)

A recent Manager review and I can underline this from experience:

Step on others

Link

A recent review on HEAD OFFICE:

HQ Bullies

Link

Another Manager from 2016:

Kiss bum

 

2017-12-15 Lick asses Prayer

Link

And a recent Manager review:

GM Horrible

Link

etc. etc. etc. …

In some of the below Mystery Shopper comments I make a remark in blue and italics to briefly explain further. I also changed names of Team Members into italics “Name of Team Member” etc.

Also, regular customers can be Mystery Shoppers. But once a Mystery Shopper has visited one particular shop to do a job, they are NOT send back to that shop to do a job for 3 months, so as not to be spotted as MS by staff. They can of course visit privately, but as Mystery Shoppers not for 3 months after a job.

 

The 32 questions Pret tasks Mystery Shoppers to test staff on every week:

This is a real recent Mystery Shopper report:

MS scrores

 

MS scrores2

 

1 – Style (30 out of 30)

1 – How inviting was the shop from the outside?

Clean and Tidy (5)

“The outside signage, windows, and door frame were reasonably clear and clean. There is no outside seating at this site.”

2 – How clean was the shop entrance?

Clean and Tidy (5)

“The entrance area and door mat were reasonably tidy with no visible debris or litter.”

3 – How welcoming was the atmosphere at the entrance?

Friendly (5)

“There was a good buzz of energy at the entrance. The team members were not close enough to acknowledge people entering the shop.”

(These kinds of comments from Mystery Shoppers always upset the Teams, as the MS expects staff to kiss butt from the get go at the entrance, not taking into consideration that shops are understaffed and workers get in trouble when they don’t finish all the cleaning, stocking up etc. It’s that thing again of having ones feet bound together in a tight rope and expected to run or stretch in all directions like an octopus!)

4 – How was the presentation of food and drink in our display units, fridges, fruit stand, crisp baskets and queue stands?

Well presented (5)

“All food and drink displays were tidy and well organised.”

5 – How presentable was the till counter and bakery display?

Well presented (5)

“The bakery display looked attractive and well arranged. There was no mess on the till counter. ”

6 – How well presented were team members?

Very smart (5)

“The team members that I saw were well groomed and wearing clean pressed uniforms.”

 

2 – Selection (16 out of 20)

7

1 – FULL SELECTION: Count how many price tickets in the cold fridges had less than 2 items.

4 or more tickets had less than 2 items (1)

“A baguette, a sandwich, a flat wrap and a salad.”

(THIS is where this shop lost their bonus.)

8

2 – FULL SELECTION: Count how many price tickets in the hot food display had NO stock.

No tickets without stock (5)

(…psst, unless the Manager or Leader took the label off 😉 )

9

3 – FULL SELECTION: Count how many price tickets for pre-packaged cakes, cold drinks and snacks had NO stock.

Every ticket had at least 1 item (5)

“There were no labels without products.”

(Here the “lines” don’t need to be at least 2).

10

4 – FULL SELECTION: Count how many price tickets for unwrapped bakery (behind the glass till counter) had NO stock.

Every ticket had at least 1 item (5)

“There were bakery items for each label.”

 

3 – Speed (10 out of 10)

11

1 – Please rate the time it took to be served from joining the queue.

Perfect (5)

“I was served immediately.”

(Because it was at the quiet period after 11AM and before the 12noon lunch rush).

12

2 – Did you receive your hot drink within reasonable time from payment?

Perfect (5)

“My hot drink was ready within 30 seconds.”

(Pret changed their question now, as they also read my blog where I mention the 60 seconds rule as featured in the first YouTube video at the top of this post. It used to be that staff had to serve within 1 minute from the time payment was made. So, Pret changed the wording as this high pace expectation adds to a lot of mistakes with the non-dairy milks, allergen issues etc. A recent interview of the new CEO Pano Christou still mentions the 60 second rule. A current staff member told me that Pret briefly changed the 60 seconds to 90 seconds after a staff member died. But now they changed it back to 1 minute:
“We aim to serve our customers within 1 minute of joining the queue. Bearing in mind how busy the shop was and the number of tills open, please rate the time it took to be served?”
~and ~

“We aim to serve our customers their hot drink within 1 minute of payment. Bearing in mind how busy the shop was, did you received your correct hot
drink in a reasonable time?”

Here is an excerpt on the 60 seconds rule from 2017).

1 min

 

I got confirmed by a current Pret staff that this 1 minute rule still applies to the Mystery Shopper.

Back to the current 2020 MS report:

MS scrores3

 

4 – Service (10 out of 10)

13

1 – How well did the person at the till connect with you with a smile, eye contact and some polite remarks?

Friendly (5)

“Both Name of Team Member A and Name of Team Member B were welcoming, making eye contact, smiling and interacting in a cheerful manner.”

(Pret change the wording here. It used to be worded:
“We aim to connect with every customer with eye contact, a smile and some polite remarks. Rate the engagement level of the person who served you at the till.” – screenshot of MS excerpt from 2015, but this question was still worded like this at least till 2018).

Every customer

14

2 – Were all your items stated during the transaction, were you charged correctly and did you receive the correct products?

All correct (5)

“The items were clearly stated, charged, and served, exactly as ordered.”

(Because of the allergen deaths, staff have to name the items, in case the customer took the wrong one).

3 – Please select which scenario question you asked. Asked for more information on a product Asked for more information on a product

“No comments are required for this question.”

(Again: since the customer deaths, Mystery Shoppers have to ask staff about a product, for example on allergen, or calories etc. to test how well staff can answer the question. Staff are supposed to call the Manager to take over, but that’s not always possible).

15

4 – Based on the scenario you selected, please rate your experience when asking our team member your enquiry.

N/A

(The Mystery Shopper chose NOT to ask any allergen related questions, which used to be mandatory straight after the customer deaths became public).

Friendly (5)

“I approached a manager who was checking stock at the fridge. I asked him about identifying low fat products. Manager’s Name said that he could bring the allergy guide, or we could use the electronic wall mounted screen for more information. He showed me the display label detail of fat content per 100gm and encouraged me to ask for any further assistance if required.”

(If the Manager wasn’t helpful or not knowledgeable, this would have consequences for him and the Team).

 

5 – Seating (13 out of 15)

16

1 – How clean were the bin stations inside the shop?

Clean and Tidy (5)

“The bin stations were very tidy and clean.”

17

2 – How clear and clean were the floors, tables and chairs inside the shop?

Presentable (4)

“There was a large seating area that was clean and clear of debris and litter. The table tops that I could see needed a full wipe as there was some very small residue of crumbs.”

(Some “very small” residue!)

18

3 – How well presented and stocked were the toilets INSIDE the shop (if applicable)?

Presentable (4)

“The toilet I visited had adequate toilet roll, hand soap and a working hand dryer. There was some paper litter on the floor.”

 

6 – Say Thank You and See You Again (5 out of 5)

19

1 – How well did your server or any member of the team end the transaction by thank you and/or giving a pleasant parting comment?

Friendly (5)

Name of Team Member A thanked me and wished me a good day.”

 

7 – Additional Scored Question (5 out of 5)

1 – Was any ONE member of our team very helpful, extremely charming and/or outstanding?

Yes

Name of Team Member B was preparing the hot drinks and heard me talking to Name of Team Member A about trying a new variety. She asked if I liked coffee and said that she would be happy to make me another drink for me to taste. Name of Team Member B explained the drink and prepared it for me, making helpful comments and encouraging me to let her know if I liked it. The drink was amazing, absolutely delicious, and something I would never have known about without her taking the initiative. It added value to my visit and I savoured the drink with pleasure.”

2 – Please provide the name or a description of this outstanding member of staff.

N/A

Name of Team Member

(This Team Member received the £100 reward. £100 because the scores weren’t perfect and the shop lost bonus. If the shop had perfect scores which also would have won the Team bonus, this Team Member would have gotten £200 reward.)

 

8 – Additional Information (0 out of 5)

1 – It is a legal requirement for our teams to charge VAT for all ‘Eat In’ items/transactions. When served, were you asked if you were ‘taking away’ or ‘eating in’, and charged correctly? Asked & Charged

Asked & Charged Correctly Correctly

Name of Team Member A carefully asked me and charged accordingly.”

(It used to be between about 2012 and 2017-ish that the Government put pressure on companies as they realized there isn’t as much VAT payment coming through. So, the Mystery Shopper was tasked to eat inside the shop. And when the Pret server, who rung up the Mystery Shopper order, did 1. not ASK “eat in or take away” OR 2. did not CHARGE the eat-in price, forgetting to press the eat-in button even when they asked, the whole Team lost the bonus! Pret tried to avoid getting fined by the Government for not having a certain amount of VAT payments to pay these Government taxes. So, Pret turned around as usual, and put that burden on low-wage workers, penalizing them if they didn’t charge the eat-in VAT price.
I once lost my Team the bonus because I gave the wrong receipt from the SHARED receipt machine, where we took receipts in a hurry having to serve fast. Mystery Shopper ask for receipts 1. to proof they visited the shop – also have to take a photo from outside the shop, 2. they need the receipt to get reimbursed, 3. the server’s name is on the receipt for the reward or critique).

2 – Did you notice someone in charge and, if so, what were they doing?

Yes

Name of Manager was the manager and during my visit was concentrating on filling stock for a full display. ”

(Here again, Pret uses the Mystery Shopper to even check on management, while OPs Managers, who could come by more often sit in the pub or at home! This again is the constant “surveillance” staff go through).

3 – Did BOTH questions 2.1 and 2.2 achieve the top answer OR N/A?

No

“N/A”

4 – If you ordered a dairy free alternative milk, was the correct sticker applied to your cup to indicate the milk used?

Yes

“There was a yellow soy sticker on my cup.”

(Mystery Shoppers HAVE TO purchase a hot drink to also time baristas the 1 minute rule)

5 – If you bought a hot food item, did the label on your product match the product you purchased?

N/A N/A

“I did not buy a hot item.”

6 – Did the label on your cold fresh food product match the product you purchased?

Yes

“The wrap and baguette contents were as described on the shelf and package labels.”

 

9 – Customer Segmentation (non-scoring)

1 – Based on your overall experience on this visit, how likely are you to recommend Pret to people you know on a scale of 1-10?

10 10

“The service was excellent and the food and especially drink were very enjoyable.”

2 – In order for you to have the perfect visit, which of the following aspects should we prioritise to improve?

Other

“I was disappointed not to find any breakfast products when I arrived a few minutes after 11 on a Saturday morning.”

(This disappointment by the MS can also put pressure on staff to have more breakfast items on display at a quiet time after 11AM, and thus increase the waste. These unnecessary expectations put extra pressure on staff. I once had a Mystery Shopper comment that I didn’t ask them “Anything else?” After that comment, my Manager pressured me to say this! I remember feeling humiliated and stunned at this stupid thing! This is why the former staff member tweeted to Pret and its former CEO:)

PAMSU Dismantle MS

Link

3 – From the list below, please choose which area is our main strength.

Service

“No comments are required for this question.”

4 – Where do you normally go to purchase similar products?

Pret a Manger

“It is interesting to try different food and drink at a new Pret site.”

 


 

If any current Pret staff has read this and found that I missed something important, or some things have changed, feel free to contact me anonymously and add to it via my contact page.

In September 2019 Clive Schlee “retired” but let the new CEO, Pano Christou aleady take over on Glassdoor in mid July to avoid further poor scoring. Schlee retired with quite a legacy, as Pret staff always spill the beans in anonymity, away from the fear management. Yet, he remains in the background as a non-executive director. But this is his legacy:

2019-06-30 44 staff 50 Clive

 

New CEO Pano Christou:

2020-01-22 Pano 39 34

 

Finally,

JOIN A UNION!

On Twitter and online check: BFAWU who are the best informed about Pret and have helped Pret staff already. The BFAWU have been instrumental on the first ever McDonald’s strikes in the UK. Also another vital and very active Union that help foreign workers a lot is IWGB.
Also check, The McStrike Union, GMB Union, Unite The Union. Just DON’T stay alone!

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The above slideshow is just a selection, the list goes on in Pret Staff Complaints and extensive accounts of Pret’s systemic bullying behind the facade, even witnessed by a customer: Caught in the Act at Pret.

 


 

I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by
The Adam Paradox, and wrote two articles in the Scottish Left Review: 1. “Late Night Girl’s” Story with Pret and 2. Pushing Back Against Pret.
Thank you for reading/listening.


Interview:

©2020 expret.org


Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.
©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

Pret A Manger Overheated Shops / Work Condition – July 2019

 

Before I get into the detail of the ongoing issues of broken and inadequate Air Conditioning in Pret A Manger shops for YEARS and Pret not caring about it, I want to paint a picture from the perspective of staff.

I briefly explain below that staff have cash incentives via weekly Mystery Shoppers. They can earn up to an extra £100 individually ON TOP of their wages AND team bonus, if the Mystery Shopper is extra impressed with the individual Team Member’s service. If any staff member loses the bonus for the whole team because their service isn’t with a smile or whatever else the Mystery Shopper (I call them Misery Shopper) isn’t happy with, that Team Member and the Team get fear managed, because the MS bonus scheme counts towards the biggest chunk of Manager’s and upper Management bonuses.

One of many Mystery Shopper report excerpts:
Staff have to serve customers within 1 minute of a person joining the queue and serve the coffee/drink within 1 minute of the customer having made the payment. Staff have to smile, make eye contact and brief conversation with EVERY customer. THAT is why they are still on this robotic autopilot even in 40ºC+ heat. I know, I’ve work in these conditions, brain-washed, fear managed, even during bereavement!

Mystery Shopper excerpt: (Click Ctrl and + to enlarge)

04 MS

 

What customers experience as heat and 35-40ºC, for staff behind the counter it’s 45-50ºC!

Dear customer, imagine yourself BEHIND the counter for an 8-10 hour shift every day! Look at this picture from brummie_photography on Instagram from a Birmingham shop. This shop at least is very airy, looks like a station or airports are like this. But most Prets have low ceiling, cramped areas, no air-flow. If the air conditioning then is broken or inadequate, it’s literally HELL in there!

I count about 11-12 Team Members (TMs) behind the counter (and worked like this myself). Now, imagine a low ceiling on the team like it is in most shops, and box them in:

Pret Sardines

brummie_photography on Instagram

 

Behind that counter of about 10 Sq Meters space there are:

  • In the shop the fridges (called Langars in Pret) blow out hot air from the back
  • Behind the counter and behind Team Members 2 – 3 coffee machines with heat and hot water/coffee
  • To the left or right or behind TMs 1 – 2 hot toastie machines
  • In most shops 1 – 2 hot ovens that are at the counter area (not like here in an extra room)
  • In front of TMs are the black hot croissant plates under the glass counter (I often switched it off in the summer!)
  • From above beaming bright lights on the low ceiling burning on their heads. Years ago staff members even had to wear caps no matter how hot. In Pret USA shops they still wear caps!
  • Large windows without any marquee for sun protection
  • Open doors so that shops don’t look closed from the outside when people walk by. This has been changed recently after environmentalists increasingly raised the issues regarding waste of energy. Unfortunately the same environmentalists don’t seem to bother about the staff burning in the heat! So, now for the most part Pret keeps the doors closed.
  • And from ALL AROUND hot body heat from colleagues who stand next to each other like sardines in a can! I felt my colleagues’ body heat left and right! Bad breath, sweaty smelly air, not allowed to drink water behind the counter or shop floor during work or use mints/peppermint gum!
  • And in many shops TMs are NOT allowed to drink water behind the counter for *irony on* “health and safety reasons” *irony off*. And are not allowed to go to the staff room to drink during the coffee and lunch time rush! I always broke that rule and went against manager’s instructions and let my team drink WATER!!

What for customers is excruciating in a few minutes, these low-paid workers endure ALL DAY every day. One TM in 2011 when I worked in one terrible shop like this, got pneumonia as she was going in and out of the walk-in fridge switching temperature between under 5 degree Celsius in the fridge and 35 – 40 degrees in the shop and kitchen.

Not to mention that the shop fridges (called Langars) are often dripping with water in the heat and are warm with food and drinks stored in them. I had to throw out many times £100s worth of food and drink after having taken temperatures of food and juices, much to the dismay of my bosses! But I didn’t care about the money. As a Team Leader, Health & Safety was not only part of my job description, it was my top priority! I didn’t even eat my free meal allowances in Pret during my breaks when the food was warm! Why would I subject paying customers to that, getting them food poisoning!!

My complaining and raising the issue never got me far in a Pret career, and neither did I care!

With most shops having low ceiling, loud music, rude customers, the 1 minute Mystery Shopper rule, a stressed and often bullying manager or team leader… Welcome to the REALITY of Pret A Manger!

Annihilate Humanity 41

>>> Anonymous Staff review on Indeed

 

Apart from the hellish work conditions for staff, this also affects the food. A customer complained regarding food poisoning from a New York Pret and noticed that the shop was warm:

 

2019-06-25 AC warm wrap

June 2019 NY

 


 

Customer Complaints on Twitter

(those who bother complaining, the problem is much bigger)

 

2018-07-25 AC Cannon St1

Link 25. July 2018

 

I link to a blog entry at the bottom on WHY staff smile ALL THE TIME come rain come shine!

I worked twice in shops with 40 degrees heat for weeks and months raising the issue. I was told if I speak to HQ my career is over. The manager who told me this and didn’t know how to make this issue urgent left Pret soon after. But we begged customers to speak to Pret on our behalf.

Below is a list of only a few customer Tweets, not everyone comments publicly. But this problem with inadequate little air cons in every Pret shop persists. Staff are surrounded by hot machines, body heat, beaming lights from above, ovens, toastie machines, hot plates where the croissants are on, large windows where the sun beams in … And the staff are still expected to do Emotional Labour, smile and pretend to be cheery so they don’t lose the Mystery Shopper bonus when they visit once a week.

I was often very disheartened that the weekly Mystery Shopper didn’t even mention the heat.

I worked at Pret for 10 years and this is an endless problem Pret knows about, but doesn’t fix unless customers go online, or staff persist. Staff became sick, one even with pneumonia because of the morning delivery check going inside the walk-in fridge back and forth between 30 degrees heat and then 3-5 degrees cold. That’s when I drew the line and asked for a transferal, not realizing many shops have this issue.

My traumatic story with Pret in the audio player interview at the bottom of this page.

I will say it loud and clear again to any new reader who does not know my and other staff story and blog: Pret A Manger does NOT care for their low-paid workers! They do NOT care!!!

Please take the time and really listen and look! Pret has been very successful with presenting an image of an “ethical” company! But having ignored customer warnings on allergen labels EVEN after two customers died, should ring massive alarm bells! But the public is lulled in again and want to believe the Pret fairy tale.

And Pret responds often with “oh dear” … “oh gosh” … “oh no” … “we are concerned to hear this” … bullshit, fooling the public as if this was a one-off. I really appreciate the anger and concern customers show for staff who suffer in this hell, while the millionaire senior leaders and Twitter staff sit in air-conditioned Head Office! Thank you for speaking up on behalf of low-paid workers!

3 of the most recent customer Tweets from days ago on the air conditioning problems in Pret. I didn’t go further beyond 2016, and even found one from 2013 … But this is forever going on!

2019-06-30 AC

1st Tweet — & — 2nd Tweet where Clive Schlee took a day to even respond, while on the day of the complaint he responded to another Tweet of someone wishing him farewell for his retirement (before the press got wind of it when I tweeted the press)! But the CEO was not concerned about the AC issue, even after 2 customer tweets!

Second customer Tweet 03. July, and Pret has NOT responded yet (06. July)!

2019-07-03 AC

Link

Third customer 05. July, and again NO response from Pret at the time of me writing this blog entry:

2019-07-05 AC

05. July 2019

 

UPDATE 25. July 2019

2019-07-25 No AC Bicester

Bicester still having issues as expected and Pret keeps sweet-talking
1st Tweet — and  — 2nd Tweet

 

Dan Brown raised this issue 3 weeks ago. 05th July Tweet (also screenshot above).

 

Also 25. July 2015, Great Eastern Street:

2019-07-25 No AC Great Eastern

Link to Tweet and Pret sweet-talking again

 

23. July 2019 London Bridge again

2019-07-23 No AC

1st Tweet2nd Tweet3rd Tweet

 

 

2019-07-25 No AC Great Eastern

 

 

2019-06-19 AC Bath Southgate

19. June 2019 Bath

 

2019-07-17 AC air con USA

UPDATE: 17. July 2018 NY, USA

 

2018-06-19 AC 240 Hi Holb

19. June 2018

 

2018-07-07 AC Hammersmith2

07. July 2018 Hammersmith

 

2018-07-23 AC Luton

23. July 2018 Luton – No answer from Pret

 

2018-07-23 AC Queen St

Also 23. July 2018 Queen St.

 

2018-07-24 AC Strand

24. July 2018 Strand

 

This Tweet is from the first Tweet above from the 25. July 2018. Two more from the 25th underneath:

2018-07-25 AC Cannon St2

 

2018-07-25 AC Queen St

25. July 2018 Queen St again

 

2018-07-25 AC Whitehall

25. July 2018 Whitehall. Pret here lets Teams have extra break instead of putting on the BRAKES to stop the work in these hellish conditions!

 

2018-07-26 AC Euston

26. July 2018 Euston. Pret slimey and patronizing response they always do when someone with an official Twitter account tweets: “Oh they’re all stars aren’t they?”

 

2018-07-26 AC More London

26. July 2018 again More London

 

2018-07-27 AC Milton Keynes

27. July 2018 Milton Keynes

 

This customer’s concern is brilliant.
I want to post the whole feed as she does not let go!
Well done and thank you @kerriewils!

 

2018-08-07 AC01 Victoria St 95

07. Aug. 2018 Pret’s “oh no” BS …

 

2018-08-07 AC02 Victoria St 95

 

DON’T be disappointed, this is NORMAL in Pret!!!

 

2018-08-07 AC03 to 07 Victoria St 95

 

2018-08-07 AC08 Victoria St 95

Thank You!!!

 

2019-08-10 AC South Ken

10. Aug. 2018 South Ken. This is August, and the Pret Twitter staff is taking the mick!

 

2017-12-10 AC Kings Cross

10. Dec. 2017 Someone registered a Twitter account especially to raise this issue. Cold in winter, hot in summer.

 

2017-08-06 AC Tower Hill

06. Aug. 2017 Tower Hill

 

2017-06-01 AC Westfield

01. June 2017 Westfield – Since AGES

I love this follow-up Tweet, and yet it’s very sad that Pret only listens to customers and let staff boil in hell! I can say again to any reader, please believe me when I say that Pret does NOT care for staff except when it is for PR or when they get caught!

2017-06-01 AC Westfield2

 

2016-09-13 AC Adwych Strand

13. Sep. 2016 Adwych / 182 Strand. This is one of the two shops I worked in where the AC was broken for MONTHS. That was in 2011!!!

 

2013 AC slower work

2013 And the staff still working FAST as Pret demand the 1 minute time of service via the Mystery Shopper!

… and so on …

These days Pret keeps the doors closed, but ONLY because of the Extinction Rebellion revolution. Pret only goes with pressure from the masses and what is “trend”. If staff suffer in the heat, doesn’t matter to them. The reason why Pret usually like the doors open, winter and summer is so that the shops don’t look closed from the outside, meaning customers walk by oblivious that it’s open. And it’s true, I walked by shops that seemed to be closed, because the door was closed and it looked darker inside. So, to avoid losing money, Pret likes to keep the door open, except lately since the waste of energy and environmental activists being on Pret’s case. But concerned for staff? Don’t believe a bit of it!

So, thank you to all customers and maybe next time, start a mass petition for Pret to act FAST!! Because this is an ongoing issue and Pret has the public fooled and staff feel stuck, because they are not paid sick days the first two days!

Employees remain professional because they have to in case the Mystery Shopper comes and all the Team loses the bonus. I write about this in “How Emotional Labour Harms us all” and “The Truth behind the Pret A Manger Smile” and why staff really keep smiling even during the most excruciating heat and work conditions.

Staff speak out, even if only anonymous on review websites (below).

Target1

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The above slideshow is just a selection, the list goes on in Pret Staff Complaints

 

Link: >>> Two Pret Staff have DIED recently
One is said to be a suicide. It’s not the first suicide in Pret.
I survived. If I would have gone over the edge, to my current knowledge, mine would be #3 and it would be in connection to Pret!

 


 

I worked at Pret A Manger for almost 10 years and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote an article in the
Scottish Left Review.
Thank you for reading/listening.

Interview:

 

©2019 expret.org

Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.

©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.

Pret A Manger Allergen Issues & Mislabelling Continues (UPDATED Mar. 2019)

Pret A Manger’s mislabelling and allergen issues continues.

 

Only two of the countless mislabelled soups in Pret. A major reason is Hot Chefs who are responsible for all hot food preparations are swamped with work, understaffed, overworked, often not trained properly and just thrown into the job for lack of staff. The Hot Chef position is the hardest job on the shop floor as they never stop going from the morning breakfast rush into the lunch rush, non-stop and often in cramped work spaces.

And while they are paid a few pennies more, but still under £10 an hour, they are brainwashed to believe they are paid more, while in reality they work double and triple the amount. I was thrust into the Hot Chef position when I started in Pret but stopped it after a few weeks as I didn’t get training, no pay-rise and started to have pain in my shoulders and arms. Horrendously hard work, non-rewarding and ridiculously underpaid, but staff are made to believe they are paid better… pennies better but have to work double and triple as hard.

If the below customers (which are only the tip of the iceberg) would have allergies with some of the products looking similar, I wonder how many injuries, even deaths have occurred the public doesn’t know about.

 

2019-02-07 Chicken in Veggie soup mislabelled

Link 7. Feb. 2019

 

2019-01-16 Wrong soup again

Link 16. Jan. 2019

 

The latest Hot Chef review from 1st March 2019 on Indeed:

2019-03-01 HotChef exhausting

Link

 

 

2018-01-21 Hot Chef

Link

 

Only 2 of many reviews collected on Pret Staff Complaints.

 

Below is a series of more customer complaints of half empty coffees, un-stirred hot chocolates, poor coffee quality, chicken instead of vegan soup, pork instead of veggie pot, stingy ingredients in wraps, wrongly labelled … These are just a small collection here of those people care to go on Twitter with photos. I stopped updating, but the issues continue.

To say upfront, the reason the coffees are often half empty, or the wrong milk was added, or no milk at all, is to a great deal because of the 1 minute demand to serve hot drinks from the time of payment.

The weekly Mystery Shopper even times it to the second which adds to the horrendous stress.

 

07 15 seconds

 

Pret: “We aim to serve out customers within 1 minute of joining the queue. Were you served in a reasonable time, bearing in mind how busy the shop was and the number of open tills?”

Mystery Shopper: “I was served very quickly, after 15 seconds, very quick service.” Yet, the MS gives 4 out of 5 points as if 1.5 seconds would have been more acceptable for a perfect score.

If the staff is successful in most things the whole team receives the bonus, if the MS marks them down on few things including getting the coffee in 2 minutes, the whole team loses bonus. But even if bonus is won or lost, and individual staff member can win an extra £100 or double up to £200 if they were extremely nice by giving free coffees and food, or be really chatty or outstanding where the Mystery Shopper is either served or witnesses this generosity and “happiness”. And customers are fooled to think Pret staff are so happy, while completely ignoring how intensely stressful, exhausting, loud and harsh the rush times are.

 

Not Outstanding

 

or if successful, then the team member received £100 extra or double £200 if everything was a perfect Mystery Shopper score.

 

2018-07-04 Outstanding Card

 

If bonus was lost or the points were low the team member or members were getting told off. It’s either win some extra money or get pressure and fear managed, but the whole work in between to serve the MS who’s only there 10-15 minutes or longer per week, is too much stress with the expectation to smile, be chatty and show a forced happiness for 6, 8 10+ hours everyday adds to the decline of mental health and dignity. I was expected to smile while traumatically bereaved.

 

PAMSU Dismantle MS

Link

Pret claims that staff have 1 minute to serve 1 customer. Apart from the 1 minute per customer service being already way too fast to do proper customer service, it is unrealistic. Most Prets have on average 7 – 10+ tills. Mostly there are only 3 on the tills and 1 – 2 baristas on the coffee machines, even during extreme morning rushes that I have worked like this. At busy periods the queue is to the door and even outside the door, but managers refuse to get more team members to man the tills as this would cut a slice out of their labour expenses and decreases their bonus.

So, reality is, Team Member are swamped and overworked in intense stress, but they conditioned and brainwashed to serve within a minute. The computer print-outs at the end of the day that showed exactly how many transactions at what times which team member did on which till shows the immense volume of customers that come through EACH staff member’s till.

I myself served on average 25 – 30 transactions within a 15 minute period. That is 2 transactions per minute. That is NOT 2 customers per minute as 1 transaction is a payment being registered through the till. So, 1 transaction is anything from 1 customer to a group of 3, 5, 8 people. If you were too slow, your boss was on your case. So, the 1 minute per customer is bogus as staff turn into robots and are constantly on electricity without stopping.

What is so ridiculous is that most customers neither open their eyes, nor care to know how stressful this is physically and mentally on employees.

Very rarely does a customer speak out:

 

2018-10-20 Staff cry

Link

 

Amy Sharpe from the Sunday Mirror who went undercover in Pret after having read my blog also points out the stress:

I am at a central London branch, where 10 staff vie for space, muttering apologies as we collide and stretch across one another to grab pastries and bags. I make green teas and filter coffees while my other drinks orders are prepared. It’s stressful and confusing and the queue makes it even more so.
All the while, staff must be alert to the issue of allergens.
One barista tells me the cramped service area is a ‘nightmare’.
He says: “If I’m next to you, you have to shout. If you don’t shout I can make a mistake. A person can grab the wrong coffee. Make mistakes and the customer gets mad.
You’ve got to focus, stay calm.

Link

 

The cramped work areas are big problems in most Prets, be it front or back of house. Coffee makers have very little space to work, but are expected to make perfect coffees within 1 minute in an extreme stressful environment, often under harsh management, force to smile like an acrobat!

 

2019-01-16 small coffee area

Link

 

small barista coffee area

Link

Even a sink directly in front of the left coffee machine, no space to work properly.

This problem is also in the kitchen, stock rooms, changing rooms and other back of house areas:

Customer areas are increased to get as many customers = money in as possible; staff areas are decreased. This then creates multiple problems, not only on the mental strain of staff but customers lives as mistakes happen quickly as with labelling I collected in another post “Ongoing issues, hospitalization, mislabelling…“:

 

2018-11-11 Tiny HFC area

 

One shop I worked in had only ONE multitask room: office, staff changing room with lockers, fridges, freezers, stock room, hot chef soup prep area, chemical room for cleaning materials etc and to top it all, illegally the rubbish room next to the food prep area! This shop was the worst shop I’ve worked in. This photo is from 2015 and after years like this, Pret was forced to expand the work space to separate the rubbish for health and safety reasons. This room was medium size and approx. 15 square meters max. A total nightmare.

 

Spitalfields Waste MultitaskOffice_6Sep15

 

 

Here are just few of the results of the 1 minute pressure, fear management and the cramped working areas that customers care to go on Twitter:


2019-02-11 Stingy coffee

Link

 

2019-01-29 stingy latte coffee

Link

 

2019-02-05 Tea in Filter Coffee

Link

 

2019-02-01 half coffee

Link

 

2019-02-01 Coffee flat white worst ever

Link

 

2019-01-30 Half Empty Coffee

Link

 

2019-01-21 Low coffee stingy

Link

 

2018-12-19 half coffee

Link

 

 

2018-11-28 Wrong Coffee

Link

 

2019-02-02 Bland Hot Chocolate Coffee stingy

 

 

2019-01-25 Wrong milk in latte gross

Link

 

 

Back of house issues:

 

 

Salmon stingy 2015-08-12

 

 

2019-01-28 Hong Kong stingy ham baguette

 

 

2019-01-25 Spicy Chicken Wrap stingy

 

 

2017-12-12 Stingy Wrap

 

 

2019-02-11 Stingy salad

 

 

2018-05-22 Wrap Air Stingy

 

2019-01-08 Stingy Crayfish

 

2019-01-15 Little stingy soup

 

 

CHICKEN instead of VEGAN soup

 

2018-12-19 Chicken instead of Vegan soup

 

 

PORK instead of VEGGIE pot

 

2019-02-05 Pork instead of veggie pot

 

 

 

Before the customer deaths became public several customers asked Pret to label products, but the generic response from Pret was just to shift blame, and that was that.

 

2018-06-05-wrong-wrap-wrong-label1.jpg

 

2018-06-05 wrong wrap

 

etc. etc. etc.

These things continue even now, and it would take a much longer blog entry to list them here.

 

The pressure on staff to work so fast or get threatened with their job security puts not only customer lives at risk, but the mental strain on staff is horrendous.

 

04 MSEndTheMysteryShopper

Pret: “We aim to connect with every customer with eye contact, a smile and some polite remarks. Rate the engagement level of the person who served you at the till.”

MS: “I was not treated at the till or given a smile…”

 

PAMSU Dismantle MS

 

 

2018-05-09 PAMSU EndTheMysteryShopper

Link Tweets on the reason why staff are “always” so “happy”, from the former Pret employee who was fired for having started a Union

 

For extensive insight into the humiliating Mystery Shopper requirements and “Emotional Labour” the press called it >>> How companies force Emotional Labour on Low Paid Workers

 

And >>> Long List of Pret Staff Complaints and Reviews

 


 

I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote an article in the
Scottish Left Review.
Thank you for reading/listening.

 

©2019 expret.org

Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org poetrasblok.com, LateNightGirl.org, LateNightGirl.page.tl and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.

©2017 – Present: poetrasblok.com, LateNightGirl.org, LateNightGirl.page.tl unless otherwise stated. All Rights reserved. Disclaimer.

 

Class Action vs Pret for DECEPTIVE Packaging (Updated Aug. 2019)

 

… And the Warped Reason for a Lack of Wrap!

 


 

UPDATE:

Pret A Manger DELETED their Tweet to Natalie Raybold about the new (bogus) reason for the “air” hidden behind the cardboard, after Pret read this blog entry! I explain further below.

@Pret, thanks for stopping by again, unfortunately your visit led to your deletion of a Tweet. Getting caught doing the “right” thing again!

 

UPDATE: Class Action suit vs Pret settled

As the case is settled now, the “wrapped too tightly” version started again… and the generic “oh no” responses from Pret continue with the usual “Please send us a DM with which shop you visited” as if this was an isolated incidence. To any reader, go unto Pret’s “Tweet and Replies” page and see their cut & paste responses, even though lately there seems to be new Twitter staff on the shifts, their wording is changing finally!

 


 

A longer list with mainly photos and less text just as a VISUAL to understand how common this is >>> Pret A Manger’s Misleading Packaging.

I didn’t want to put this “wrap collection” into a blog post, but Twitter and Facebook keep hiding, deleting etc. my posts, FB even deletes my PRIVATE messages when I have a link to my blog in the message! So I enter the below list into one post, hence only one link to post and a list of customer complaints.

In the U.S. people easily sue companies, in the UK they just go to Twitter, rant a little and that was that. Even customers dying, getting hospitalized from unlabelled allergen in products, no law suit! In the U.S. it would hail a storm of law suits upon Pret with lawyers drooling for cases like this! But in the UK they fall asleep being cooked like frogs while getting bribed with cheap free coffees! Unbelievable!

After my repeated comments on Pret’s funny reason for the cardboard to hide “air” behind it and letting customers pay overpriced half products, Pret keeps sweet-talking customers into sleep, “Oh no, this looks like it has been wrapped too tightly”.

 

But let’s rewind to 2016 where the version was, starting as usual with “Oh no…” to pret-end that the Pret-Tweeter is surprised. The rather TRUE response here is: “this isn’t right…”

Exactly! This is NOT right! Thanks for the honesty here, Pret. Unfortunately nothing was changed in the packaging to be decreased, or an increased size of wrap to fill the packaging for an honest product. And communication down the line, of which version would be best to give on Twitter complaints, got messed up over time.

 

2016-06-25 wrap air now doesnt look right

Link

 

In 2018 it “doesn’t look right at all”…

 

2018-02-23 wrap doesnt look right at all

Link

 

And this one from the U.S. in October 2018 is a give away that this indeed is not an honest packaging for the later “version” of a 13. Jan. 2019 explanation by Pret. Stephanie feels “very tricked” and Pret EVEN agrees by saying:

 

2018-10-29 usa wrap pret understands

 

Full Tweet feed:

 

2018-10-29 usa wrap full tweet feed

Link Oct. 2018

 

 

Fast forward a little … the version is that this is “wrapped too tightly”. This loosely wrapped product Pret says looks too tightly wrapped. LOL! The consistent “Oh no”… “Oh dear”… Oh gosh”… from the UK Twitter side remains, to give the impression that this is an EXCEPTION while Pret is being sued in the States for deception.

 

 

2018-12-07 wrap

Link to Dec 2018 Tweet

 

 

2018-10-24 wrapped too tightly

Link to Oct. 2018 Tweet

 

Well, Ladies and Gentlemen, here is a brand new version of a warped wrap packaging! 

After repeated comments on this ridiculous “reason” for Pret having spread that version too broadly, the version now is even more ridiculous, I added the bold highlight. New reason completely holding customers for idiots!

Quote: “Our packaging is designed to leave a space in the middle so the wrap can be displayed clearly at both ends and doesn’t get squashed. We’re sorry if you feel mislead on the size, Natalie but we can assure you that you’ve received both halves of the same wrap.”

How absolutely amazing Pret now openly fools customers! The Wrap WON’T get squashed as the cardboard center is sturdy and protects any product from being squashed. This should be a UK law suit (the bot that bookmarks my blog in the States on behalf of Pret can send this one to them! Be my guest!)

The issue is NOT the size of the wrap, but the misleading size of the packaging. It’s an old trick businesses do knowing that customers buy via sight, not probing on the weight and measure, even if a package would state that. But as everyone knows, Pret packaging has hardly ANY useful information on it, as at least the first of the two customers who died had to pay with her life, and only when the public became aware of their deaths does Pret SLOWLY change labelling. Let alone have a weight and measurement of the product on the packaging. Pret’s packaging just has bla bla sweet-talk of whatever, but NO useful information on ingredients, weight etc. except in stores where ingredient/allergen labelling is TRIALED as I write this.

So with Pret products that are assembled in the shops each day, customers rely SOLELY on their eye-sight, and as they don’t have time during their lunch break to weigh out the product with their bare hands if it is too light, or the usual weight, they go by eye-sight. They cannot purchase according to weight or how much of a certain ingredient is “behind” the packaging. Companies use this to their advantage and what I find, mislead customers to “assume” the package is completely filled inside.

The most common is items like Washing Powder. Yes, it does state the amount in KG, but what customer carries a scale or knows how to size up the packaging. So, the washing powder packaging is often very large, but upon opening at home a quarter is just air, because businesses know customers buy according to eye sight, not information and weighing the product.

And Pret’s wraps get the most complaints because it has the middle section to hide air, whereas the sandwich and salad packaging has more “window” to show the majority of the item, and less possibility to hide air.

 

2019-01-13 another wrap misleading package3

Link to today’s Tweet A spanking new version of why there is a gap.

I cannot believe my eyes reading this! From “Oh no, this isn’t right…” to this hilarious open fairy tale, holding customers for complete idiots! And customers swallow the fast, efficiency of Pret’s Twitter feed and go back to sleep while they remain happy to pay for hidden air.

 

PRET’S DELETED TWEET:

 

The above link used to lead to this tweet from Pret:

 

2019-01-13 another wrap misleading package3

 

But NOW it leads to this deleted page

 

2019-01-27 pret deleted tweet re packaging

 

 

The whole feed again before Pret deleted their Tweet:

 

2019-01-13 another wrap misleading package before delete

 

Natalie Raybold’s Tweet here has no Tweet above anymore, as it is deleted.

Even the whole feed of her Tweet has disappeared and some are only visible because I have the remaining Tweets in my Replies as I responded. Pret changed quickly after Natalie kept protesting as well as my post on the bogus reason: “It does appear to be a rather small wrap, Natalie…” Link

 

Initial Tweet standing on its own, no other Tweets are found. This looks like part of shadow banning.

Direct link of part in the feed from my own Tweets & Replies as I tweeted within this feed. Natalie Raybold here responds to the new reason and finds this misleading. But from her initial Tweet, this cannot be traced anymore. If I wouldn’t still have my Tweets, only her initial post would be visible.

Twitter and Pret are in this together on behalf of protecting profit driven companies! Katschink!

 

Thus, it should be clear again how dodgy this is and how Pret tries to hide this, as this may get people’s attention for another lawsuit.

 


 

These, the list below and others I didn’t include here, are only those that people bother posting on Twitter. Not every customer produces a photo publicly as they don’t have time and may think this is a one-off, not realizing how much this happens.

 

Links to Class Action Suit and customers’ complaints on Twitter. Links open in new window:

 

Class Action NY

Court Document (starts to get interesting from page 18 on)

Press Article on Suit

Press Article on Deceptive Packaging

 

2014 and 2018

2014 2018 Air Wrap

 

Customers Tweets on mostly cold Salad Wraps and a few Hot Wraps:

August 2012

27. Dec. 2012

17. Nov. 2013

10. Mar. 2014

25. March 2014

16. Apr. 2014

09. June 2014

21. June 2014

14. Apr. 2015

15. Apr. 2015

23. Apr. 2015

27. May 2015

13. Aug. 2015

25. June 2016

27. June 2016 USA

17. Aug. 2016

25. Aug. 2016

07. Sep. 2016 USA

12. Oct. 2016 USA

15. Feb. 2017

March 2017

19. Apr. 2017

05. May 2017 Little Ingredient (lots of complaints on Twitter on this)

17. May 2017 Pret A Rip-Off

July 2017

01. Aug. 2017 USA

02. Aug. 2017

07. Aug. 2017

A little humour in-between!

Also 07. Aug. 2017 Another really bad one!

21. Aug. 2017 USA

10. Oct. 2017 TWO for the price of ONE!

17. Jan. 2018 (no response from Pret)

06. Feb. 2018

23. Feb. 2018

20. Apr. 2018 It took Pret 3 days to respond!

26. Apr. 2018

22. May 2018 Pret admits the wrap is a “little stingy”

17. Aug. 2018

06. Oct. 2018 (no response from Pret)

10. Oct. 2018 USA

16. Oct. 2018 Hot Wrap

24. Oct. 2018

29. Oct. 2018 USA

06. Nov. 2018 Hot Wrap

12. Nov. 2018 Little Duck more Spinach, badly wrapped

13. Nov. 2018 Hot Wrap

14. Nov. 2018

17. November 2018 This is the worst so far!

07. Dec. 2018

12. Jan. 2018 Little Duck (expensive), lots of Greens (cheap)

13. Jan. 2019 Pret’s NEW reason for packaging “deception”

Ok, didn’t expect the next day to have to continue on this…

14. Jan. 2019 I should get paid for giving Pret so many tipps, now Pret does NOT give any reason anymore but write instead: “We’re sorry to hear that, Sam. Please could you send us a DM with some more info including the shop you visited?”

There isn’t even a “oh no… oh gosh” response anymore, well done Pret! Them spies and boss are reading my blog. Well, thank you! Keep it up and be on your toes! 😀

 

14. Jan. 2019 Flatbread living up to its name: FLAT

25.01.2019 No Hoison in expensive Hoison Duck Wrap

25.01.2019 Spicy Chicken Flop

25.01.2019 Bang Bang Chicken Flop

12.02.2019 Big in Japan!

23.02.2019 Pret A Gap Wrap

26.02.2019 Pret A Light Wrap

12.04.2019 No Photo, but an observation

24.04.2019 Feeling deceived

27.04.2019 Mind the BIGGEST Gap!

01.05.2019 Another BIG gap!

06.05.2019 … and another one…

09.05.2019 Customer quote: “Where’s the rest of my wrap?! Believe me it’s not a one time thing …”

06.06.2019 … another one…

24. June 2019

01. July 2019

03. July 2019

10. July 2019

24. July 2019

26. July 2019

29. July 2019

06. August 2019

07. Aug. 2019

Also 07. Aug. 2019

09. Aug. 2019

21. Aug. 2019

27. Aug. 2019 USA

 

All the above dates/links are features in pictures as a visual >>> Pret A Manger’s Misleading Packaging.

 

And with the one from 06.05 someone cared enough to confront Pret:

2019-05-06 Customer referring to my blog air wrap3

 

In context:

2019-05-06 Customer referring to my blog air wrap2

Link

 

 

2019-01-25 bang chicken wrap no chicken

 

On 28. May 2019 a customer posted a video and I will include the whole feed as the exchange is brilliant. This customer won’t let Pret BS him or get lured into DM:

2019-05-28 Air Wrap Video1

Link

2019-05-28 Air Wrap Video1a

 

2019-05-28 Air Wrap Video1c

 

Pret being desperate to get the customer away from the public into DM.

Little side note, where it says “1 more reply” is my reply LOL! Twitter hides it, even though I’m not shadow banned (yet!) they do hide posts for companies or political issues. They hide it so it can’t be seen immediately  as people are busy often, they don’t realise there are more replies and don’t always see the “1 more reply” thing.

Here’s my reply when one clicks on it, tucked away in-between two tweets:

Peek-a-boo… PreT-A-Boo…

Direct link to the first of my tweets as I feel a shadow ban coming! 😀

 

One solution would be for staff just “spread” the wrap to fill the package!

2018-11-12 spread out long wrap air

12. Nov. 2018

 

To be continued unfortunately …

 


 

It’s certainly a good give-away that Pret knows what they are doing and the versions they keep giving when they don’t even respond to the Tweets addressed to them directly in this feed HERE further down the Tweets.

And I can’t help but think that Pret now changed the version because of this law suit. Time will tell. I cannot find any more info on this suit.

A TripAdvisor Review on Pret and the oldest trick in the book on shrinking products but charging same or higher price. I have seen this many times over the years when I worked in Pret. The brownie for example disappeared for a while, we were instructed to tell customers that the product is being “improved” and when the brownie returned, it was smaller.

And currently customers on Twitter keep lamenting that the Vegan cookie is not on sale anymore and Pret again says that the recipe is being improved. And yet customer after customer says that it was perfect, doesn’t need improvement, even today again:

 

2019-01-13 vegan cookie improving

Link

 

Someone recently mentioned a rumour that the Vegan cookie wasn’t even Vegan in the first place, hence Pret did what they do best, they “deleted the cookie”. Vegans point this out a lot that many products advertised as Vegan have eggs in it, not to mention Celia Marsh’s death as she was allergic to dairy. This second death in Pret from a non-dairy  product that contained Dairy Protein is still under investigation who is responsible, Pret or Coyo that supplied the non-dairy yogurt.

 

vegan-not-vegan-rumour.jpg

Link

 

And to finish on a positive, just today when I cooked something, I was pleasantly surprised when I opened a brand new Colman’s mustard powder package and upon opening had to catch powder falling out as the jar was so full it ran over. The photo is already after I used some of it, but it’s still filled to the top. This is rare these days, and maybe it was an “accidental” overfill, as I haven’t bought this product for a long time and can’t remember how it used to be before.

But maybe there’s another blog entry on deceiving vs honest packaging one of these days and companies need to be called out for it, the good and the bad guys. But on a positive note, the good stuff needs to be mentioned as well.

 

img_20190113_195848

 


 

I worked at Pret A Manger and survived systemic workplace bullying during bereavement that involved HR, the top leadership, HQ and even the now “retired” former CEO Clive Schlee. I declined 4 settlement offers if I am silent about my ordeal. But I rather starve and speak out to help others. For an overview of important blog entries of my experience with Pret, please visit “My Ordeal with Pret A Manger”. The little arrow to the right next to each heading will lead directly to the post.
I tell my story for the first time verbally in below audio player interview on a podcast by The Adam Paradox, and wrote an article in the
Scottish Left Review.
Thank you for reading/listening.

Interview:

 

©2019 expret.org

Unless otherwise stated or linked to, this website and all writings within this site are the property of expret.org, poetrasblok.com, LateNightGirl.org and are protected by copyright and other intellectual property laws. Reproduction and distribution of my writings without written permission is prohibited.

©2017 – Present: expret.org, poetrasblok.com, LateNightGirl.org unless otherwise stated. All Rights reserved. Disclaimer.