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We Customers are People too!
Member Name: wulise
Date: 06/02/04, updated on 06/02/04 (2149 review reads)
Advantages: I wrote a letter of complaint!
Disadvantages: Treated like I was an irritation!
I am this writing opinion to make people aware that we (and by that I mean disabled shoppers) as customers are people too.
This is my tale about the unsatisfactory treatment that I received at Tesco Wisbech Store, Cambridgeshire whilst I was on recent visit to Ely. I used this store one Sunday to buy some bits for my mother before she becam ill (but that is another story). She had asked my to do some shopping on my way home from a car boot and was horrified by the attitude of the checkout staff and supervisor towards paying customers. It was not exactly what you would have expected from any of the large food chains, let alone that of Tesco.
My tale begins when I was at the checkout paying for my goods when I had a query about the coupon policy of the store, (Wisbech stores seemed different to any other Tesco stores that I have used, so I was asking when the Tesco policy had changed and why we as customer had not been notified?). The check out assistant did not seem very articulate to begin with and therefore became quite aggressive towards me. She told me she was getting a supervisor to speak to me, without even asking if I wished to speak to anyone else. Another assistant came over to talk to her whilst she was serving me. (I must point out my hubby, Shane was packing my bags (only two) so we had no need for a packer or any extra help).
When the supervisor arrived, I had paid for my goods and the packing was almost complete. Her name was Alison, but she did not greet me or even introduce herself. (Alison wore a badge with no surname or designation of position). Instead, she commenced and then conducted the conversation with me from behind the check out assistant, in full hearing of the rest of the queue that was forming at the rear. This again made me feel like she did not have very good interpersonal skills either. It was difficult for me to see her properly or even make eye contact, as many of you know I am disabled and in a w
heel chair. She seemed to have no idea how she made me feel, as I had to look up to her all the time. I thought that people in ?a position? had been on customer relation training courses but obviously I was wrong. This conversation also had the checkout operator and other assistant interrupting the conversation, making it extremely hard to follow and did not really allow me to speak. I wonder how many other people have been put in this position too?
Alison?s tone was also aggressive, making me feel like I was an irritation rather than a customer. She talked down to me even saying at one point in the conversation ?I am telling you now!? It was like she could not be bothered to engage in a conversation with a customer, let alone a disabled customer. It left me feeling very low and having negative feelings about ever using the Wisbech Tesco store ever again, after being spoken to in such a manner, as you might imagine.
I was getting upset toward the end of this conversation as you might visualize, but I was not even given the common courtesy of even a goodbye as Alison just walked away, thus ending the conversation. I found this attitude very rude and not what I have come to expect from Tesco Store.
I felt compelled to relate this story to you as a word of warning, maybe we as customers, should not question checkout assistance, supervisors or stores. There again, do you think I would let them get away with treating me like this? Well the answer is NO, I have written a letter of complaint and in the hope this does not happen to anyone else. Oh well, we can but dream! I am now awaiting a reply. (It was directed to no other but the Chief Executive).
Result of Letter:
Well, the CE a did not reply but someone handling his mail did. I did get a written appology but that was all. They told me they will be approaching the store concerned, but I wonder if it will really happen or if attitudes will change. Yes, I am a little cynical!
And to add a final post-script to this tale, nothing has changed. I went in last week only see my unhappy experience over a query, being handled in the same manner, by the same person but only to an abled bodied person instead!
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