I fully agree that the level of esselunga is going down very fast , specially after the dead of owner caprotti.
My wife goes to Esselunga Porcari for years and now she going more and more to Ipercoop near Montecatini , fresher , nice and better staff. We bought something , never used , wrong size and they refused to take it back (€22,50 on a € 450 ) I complaint , send email , send fax end may and after 2,5 weeks , not even a cfmtion of NOTHING totally silance. They just lost a client.