I among others in my community have multiple complaints about this store and we want the issues…read moresorted immediately or I will be taking my complaint to the Advertising Standards Authority and Trading standards.
On 25/11/16 your cashier illegally served alcohol and cigarettes without challenging I.D. what tuned out to be a 16 year old child who is attending college I later hear from a local resident often comes to the store buying on behalf of her friends, she does not live locally, does not work, and steals money form her parents and friend's parents to spend on underage drinking.
The link machine in premier store Halton Camp, Wendover, is always faulty never dispensing cash yet despite the fault, management still misleadingly advertise it and keep the machine switched on? Customers can only check their balance on a printed paper receipt or shown on screen.
When asking for cashback in store at the till 28/11/16, I overheard the customer was informed the store ''owner'' policy was only to allow £50, I assumed when a customer is asking the store cashier a SIMPLE question...... to explain whether £50 means per transaction per person per day, so if the person wanted to stay in the shop and continue shopping after making a purchase and receiving £50 cashback then could they pick up another item, re-enter their card details and request another £50 cashback? hence per transaction, what if they asked someone else to come back in store without the account holder and use their card to be given £50 cashback? hence per person, the cashier at this point would have been none the wiser, and what if the customer were to come back later to make a purchase and ask for £50 cashback? hence per day. If I were the customer that day I would have taken my business elsewhere.
The cashier obviously isn't trained in retail / customer service is passive, impatient and costly to your business, time wasting and cost effectiveness is something you need to address in your employees. Everyone you hire should not be hired based on experience this doesn't improve the quality of service or attitude delivered, your employees should be suitable, adequate, want to work, not an impression they would rather be at home, put on a retail course so all of the ABOVE SCENARIOS are recognized as important indicating WRONG or UNCLEAR advice / comments and interaction can cause any customer to doubt the service and being made to feel uncomfortable in their right to receive a full and coherent answer.
If your product dates had expired in the shop, I dread to think what reaction we would encounter.
Moral of this situation is, please skill your employees to deal with us, it is embarrassing and frustrating, in some cases people feel discriminated or singled out.
You need to investigate why the cashier responded so defensively in her tone AVOIDING the question, she is obviously incompetent or refuses to consider the use of her common sense. At the time she was sitting down in the corner the other side of counter away from the till whispering to a customer she knew who was standing there to no purpose, the customer had not come in the shop to purchase any products while people are held up for 5 minutes not getting the cashier's attention. This is one example of what happens in the Halton Camp store, a ''clicky'' selective customer service, meaning the regulars matter more than anyone else.
A poor reflection on the company. Yes we want your staff to be smiley, cheerful and chatty outgoing but not when it counteracts the definition of customer service and consumer rights. The staff here need to be taught some boundaries and definitely lessons in conduct.
I want to see that your store staff in Halton Camp Village store are proactive and happy to explain something when requested. I also don't want to see them sitting down in a busy shop hiding away in the corner so the customer can't visibly spot them in sight. I want you to investigate the cash machine or remove it, it's useless and misleading, and accept NO excuses from the store owner about it, everyone knows it's a problem. I want you to log my complaint properly and have someone mystery shop to inspect the store more than once per week in order to verify the things I am saying and gather the evidence together to pursue your conclusions, possibly replace staff not suitable to work in retail that could have your licence revoked.
The next issue is, the number of occasions I have gone in there the store management are unhelpful and extremely slow to acknowledge someone at the counter waiting to be served. There is only ONE person every time working in a busy shop in a remote location there are no other shops for miles apart, it's not like the non-car drivers have a choice? We don't. It's all the more reason why this specific store NEEDS to be more welcoming and accommodating especially for professionals, mums and the elderly.
