Raging at sainsburys!(102 Posts)
Aaaargh! Just done my weekly shop at sainsburys as I do every week, I have a young child and a stacked trolley, get to the checkout, say hello to the young man behind serving which is met with silence and a blank expression. That's fine, I put my bags down and start to empty the trolley, my daughter now bored is giving out. At no point am I asked if I would like a hand packing my bags, he just sits there talking to the cashier behind him while I struggle to fit everything on. Finally he stops his conversation and starts whiz zing the stuff through so I can't keep up. Now all the stuffs spilling every where while I try to stuff it into bags. By now there's people waiting behind me and another member of staff standing waiting for me to pay so they can get into the till. I glance up and the new member of staff day's "yes, we're all waiting for you", so I decide screw you and start packing extra slowly which gets a sarcastic eye roll from the rude idiot who was originally "serving" me. I resist the urge to rip his smug little head off and leave sainsbury's for the final time. I won't be back! Aaah that feels better, rant over.
Fantastic customer service there. Well done Sainsbury's.
You did the right thing.
I dont get this rush to get you through the till in record time
Is there a phone no on receipt? call it and complain about checkout op's name - should be on receipt
if you don't give then the feedback the guy will never learn it's unacceptable
Did that really happen OP?
I think I must have had the young man's mother in Tesco last week. I much prefer to do my own packing, but a weekly shop for a family of five is difficult to squeeze onto the belt in one go. I left my bags at the packing side. The belt looked like something out of a Dr Seuss book with everything piled up by the time I'd finished. When I made it down to the end, she asked if I was okay to pack to which I responded "I am now". She literally chucked everything at me, and had to stop every now and again as I took my time. Thank you, OP, for allowing me this rant.
I'd have walked out and left the shopping there, provided I hadn't already paid for it.
The only place I'll put up with a rush to get me through the till is Aldi, as I know I'm not paying for customer service there.
I would have complained to a supervisor. I'm sure they would want to know as they will not be trained to do that. I detest when people do that to me. I would always think of a good comment to make after leaving a situation like that.
I would have told him to slow down and told the second one to start packing.
Then I'd have gone to customer services and kicked up a stink.
No need for rudeness like that.
annoying yes but really you do have a tongue in your head. You could (and I do) say, can you slow down a bit. I also get them to turn off the belt at my end so I can just reach for things rather than have them pile up. They HAVE to wait then cos there's nowhere for them to put anything. Not saying they weren't rude / inconsiderate etc but there are ways to deal with things liek this that might be more productive and actually more satisfying than an impotent after the event rant.
Yes dotty that did really happen! Approximately one hour ago to be precise which is why I'm on here letting of steam. Good idea about the receipt, I'm not some one who likes to complain but I think I think I'm going to.
I think I may have walked out and abandoned it all.
The boy serving you did so incorrectly. Your goods should have come through scanning more slowly to enable you to keep up. I tell them to slow down because I keep my eyes on the customer display that shows the prices as the goods are scanned and pack without looking directly at the bags.
just learning to do that in Aldi.
I had a temporary job at Tesco a few years ago and we were exhorted to scan quickly to get more customers through the checkouts. A display in the staff quarters showed who was fastest that week. There's no point in scanning if the packing side is full to the brim.
I agree with ChaffinchOfDoom.
They are pretty much forced to chuck everything down the belt as they have an IPM rate to keep up with. If they don't there is the possibility they will be performance managed for being too slow. No excuse for bad service though. Bonuses are paid partly on the stores score with mystery customer, so if their service is this bad then it will be picked up on. You should have made a complaint to the manager or at the customer service desk. Or still do!
I shouldn't have to ask him to start packing or slow down or acknowledge my existence or stop his conversation or not roll his eyes or not be a twat, that's supposed to be his job.
Poor you. So rude of them.
I think I might have said 'Really? Well perhaps you could give me a hand then, as I am having some trouble here'.
Yes, I would complain, I don't usually but did once to loal hospital. How can management deal with issues if customers don't raise them. I shop at cheaper brand stores and have never had to deal with poor staff.
Do complain. My local Tesco is very different. Always get asked if I need help packing. And they wait until you catch up.
I ask people now I'm old.
I just seethe silently for a minute or two, then I grab the opportunity to say 'Could you just pass me a bag please' or 'actually I could use some help' before it escalates.
I know it is their job to do it, but actually, asking them to do it gets it done ime, and you still get the satisfaction of knowing they know they should have offered already.
Tbh sainsbourg is the best place round here, I'm surprised they are such arseholes where you are.
But I happen to know that the staff in our Sainsbury's are expected to make chit-chat and be nice, and they are graded on it! I suspect the manager would be very interested to hear your story.
I think it depends on the Sainsbury's tbh. Ours is lovely. Staff are polite, helpful and friendly.
Complain, OP. People with that attitude don't deserve to have jobs.
You should have spoken up. I would have stopped and asked ever so politely if he could slow down. Repeat as and when needed.
I don't get this panic about other folks behind you in the queue. Who gives a twig about them. It was YOUR turn.
You are partly responsible for allowing yourself to get all flustered. And instead of smarting in silence, you shoulda spoken up.
I go at my speed - whatever the time of day or state of service. That is your entitlement. I'm not necessarily slow. I just maintain my own comfortable pace.
As an aside - this is a terribly English thing. To not speak up at the time and vent about it afterwards. OP - I don't mean you specifically but as a general thing. Do we think it is terribly rude to complain as a nation?
I've noticed this rushing at our Sainsbury's recently. I shop every week. I ask them to slow down, they are breaking items and to turn the conveyer belt off.
I'd actually complain in your situation and would go somewhere else. (I've been considering changing after 15 years shopping there!)
Your probably right captain, I'm not actually English but clearly have adopted your reserve!
Hmm...I can imagine you felt stressed and embarrassed, but I don't think it's worth boycotting your first choice of supermarket for.
Some cashiers are lovely and helpful, and some just want to churn it through unceremoniously.
Dunno if I cba to complain...the staff involved will deny it, and all you'll get is a lame arsed apology from the manager.
I was shopping at Aldi the other day and the 'helpful' assistant who felt I wasn't throwing things into my trolley fast enough decided to chuck a bag of cat litter on top of my cornflakes and eggs. I could have murdered at that point!
Phone in and complain.
I once phoned up Sainsburys and complained to their customer care line about a cashier. They had a look at the CCTV footage(there is a camera over every till) and saw their behaviour and were very apologetic. The local store manager even phoned me back to apologise so DO complain, they will take it seriously.
IHeartKingThistle - "But I happen to know that the staff in our Sainsbury's are expected to make chit-chat and be nice, and they are graded on it! I suspect the manager would be very interested to hear your story."
I agree with this. My daughter works there and it is taken very seriously indeed. Do complain to the manager.
Why didn't you ask him to help you pack?
I always ask for help when I have toddler with me. You won't get help if you don't ask. Don't stew over something that can be sorted out with a quick word.
By the way, I was referring to the fact that the OP's greeting to the cashier was "met with silence and a blank expression" as well as what happened after that.
The staff in my local Nationwide are obviously told to make chit-chat and I hate it. They ask me how I am and what I've been up to and I know they're not remotely interested. I'd rather they ask how the weather is or how busy it is in town.
I also hate overly friendly chit chat but politeness is surly a basic requirement of some one in customer service. I'm over it now though. (I think)
Blimey that is very different from our Sainsbury's. Always friendly staff who say hello at the very least, usually ask if we need any help with the packing and I don't think any of them have ever been rude.
Now if you had said Tescos....
That would have given me the rage OP, you did very well not to rip into him there and then. I would have.
At my local supermarket (Asda) I have to say the staff are brilliant. I only appreciate how much when I have to go elsewhere.
So different from the Sainsburys Supermarket & Loacl Shop where we live,they are the most pleasent of all the assistants in the Supermarkets,I agree with 5Foot5 and Tesco's well I just won't shop there any more after my trolley was moved down the isle to make space for the "order picker" to complete her order,not just a couple of feet but to the end of the isle !! she got the length of my tounge and then she had the shopping I left in the trolley to put back as I left it and went to Morrisons.
Scholes34 Yes. I have chit chat in Nationwide and also in Cheltenham & Gloucester (as was). "What are you doing today?" Frankly, it's none of their business. I itch to tell them that I'm visiting a terminally ill parent or my house has been burnt down or some other disaster but I don't. As for when I withdraw money and get, "What are you going to do with it?" ..........
Now, I just push my bits of paper over to them and ignore whatever they say and just say, "Thank you" at the end. I can ignore them because I wear hearing aids so they think I can't hear them <awaits castigation>
Sometimes - tempting I know, but you know they'll just think you're a grumpy old woman. I do sometimes say their loop isn't working, so I can't hear them.
I think I might have taken the bags out of the trolley, left them at the till and strolled off. What a terrible attitude.
I love doing my monthly shop in our Carrefour. When I get to the checkout a man unpacks my trolley, it's scanned and a man packs the bags and puts it in another trolley, then someone pushes it all to a taxi for me. I get home and the taxi driver helps me get the bags into the house. Now that's customer service.
I'm an utter cow when it comes to this kind of rubbish service. I take the view that it doesn't matter how fast you scan them
and throw them at me I still have to pay. And I'll pay when I'm good and bl**dy ready..regardless of which supermarket I'm in.
I would have complained though. I did in Tescos recently when the cashier came out from behind her till and said to the girl who was in front of me in the queue "I'm not serving anyone after you" and then, looking right at me
I was doing this face with a big sneery smile said "because I want to go home this evening"
I complained to the customer service desk then the phoneline and followed through with letters to the manager and Head Office.
Youarejustwordsonascreenpeople Do you live abroad?
Scholes34 Perhaps I am. That makes dealing with the staff there a plus point then, doesn't it? They accept that I don't want to talk and just get on with their job.
How can checkout operators concentrate on what they're doing if they're chatting away? Anyone ever suffered double-scanning and not found out until you were back home?
Off at a tangent, our local Sainsbury's has computer printed notices up saying what local good causes they've helped. Some are local <insert name> Primry Schools. Yes, Primry. I couldn't find my marker pen .......
if they're too dimwitted to work it out for themselves I say firmly 'can you slow down, please, and give me time to pack?' but if they then got snotty with me, I would complain, and probably tell them that I'm going to do so. But I'm mean about things like that. Ideally I;d leave all the shopping there for them to sort out, but that's probably cutting off your nose to spite your face, and isn't going to endear you to other shoppers.
I wouldn't have been able to keep my mouth shut after the "yes, we're all waiting for you" comment I'm afraid!
One of two things would have happened. Either;
a) I'd have stormed out leaving all the goods on the conveyor belt & letting the rude idiot know exactly what he could do with them OR
b) I'd have finished packing & paying as slowly as humanly possible and then complained very loudly at the Customer Service Desk.
Depending on how much coffee I'd had that morning........
I don't complain often but when I do people know about it.
Nothing will change unless people complain about this sort of thing.
Sainsburys email contact form
anklebitersmum "I complained to the customer service desk then the phoneline and followed through with letters to the manager and Head Office."
What responses did you get to your complaints, anklebiters mum?
I have also been known to say "I'll be fine if you stop throwing things at me" when asked if I needed any help packing by a Cashier who had scanned things so quickly she had used up every available millimetre of space in the bag packing bit & was starting to play Jenga with them.
And for anyone who thinks the Cashier was just being nice, you needed to hear the tone of voice with which she said "do you want me to help pack?".
I wouldn't mind but I'm not even a slow packer - I cope fine with Aldi & Lidl!
You're not in Oldham are you OP?
There's a man who works at Sainsbury's who sounds like your chap.
Never says hello, won't look at you, quickly puts the shopping through without asking if you need help etc, is very abrupt.
At first I thought he was rude but now I'm convinced he has some SN.
So I am friendly and polite.
Every second day i go to the local CO-OP for the usual rubbish- milk, bread, lunch etc- and everytime the same assistant asks me 2 things. Would i like a bag? Do i have a membership card? Well lets see i have no bags on me and a couple days ago and all the other times i never had a membership card so im guessing this time is no different. No idea why it pisses me off so much but it does lol!
People are so rude. Noone bothers helping anymore when its obvious you need a bit help!
That was bad of the cashier he was talking to as well, normally the experienced ones won't carry on yakking while there's a customer present.
Do complain OP or it won't be addressed. A nice non-ranty email expressing your disappointment and surprise at the young guy's attitude including the sarky comment and eye rolling.
You should go to Waitrose - they always ask if you'd like help packing - which I never want so end up running back and forth to either end of the checkout- (only because I've got a tragic system of packing my shopping but that's my problem!) Oh, and they give you a free coffee and paper. Not entirely sure how much more my shop is vis a vis if I were to go to Sainsburys but the one nearest me is horrible and difficult to get to, so I've only been once! (Lazy!)
Gruntfuttock The customer service girls were horrified and couldn't apologise enough-they gave me the managers name and the Head Office address there and then. The phoneline were equally bemused as to how this constituted any sort of customer service. I had a letter of apology complete with £25 vouchers to compensate for the "unfortunate level of service I received instore" and they said that that particular member of staff would receive "further customer service training" and had been "reprimanded".
I suspect that the cashier's husband turning up to loudly moan about her "still being on the till" and a suited person having to ask the supervisor serving me when that cashier's shift was meant to finish
not for ten minutes as it turned out helped my cause.
I went and I spent £25
on free wine and goodies but I haven't been back since.
Thanks for the reply, anklebitersmum. I'm glad that your complaint was treated seriously.
LittleMissSunshine89 there are probably instructions from higher up the chain saying that all assistants have to ask you those questions.
It was a particularly scathing letter. I used to work in retail so I know full well that the customer isn't always right
and it sucks to go home half an hour past shift but I was particularly [shockhorror] and 'had the rage' in this case.
"LittleMissSunshine89 there are probably instructions from higher up the chain saying that all assistants have to ask you those questions."
Yes, I think the prompts automatically come up on the till when each customer is served. Also, the person on the till may not recognise every regular customer all of the time, let alone remember who has a membership/loyalty card and who never brings their own bag.
Seriously, complain. I guarantee you the manager will be absolutely fuming. I don't work FOR Sainsburys but I visit alot of their stores wwith my job. There are ssigns all over the place about customer service. Complain!
Oh and I can tell you for sure that Co-OP prompts those questions on the till every time a transaction is made.
I thought it was going to be a really entitled thread to begin with, sorry.
I would call the number on the receipt, this is really bad and needs reporting. They need retraining in customer service at least and I hope you get some sort of reward for this. Absolutely disgusting, they are lucky you were as passive as you were. I'd have flipped I think.
Please take this up with the store OP, the jumped up little shit needs to be told that his behaviour is unacceptable! Pretty sure the store manager would want to know how the staff are behaving as it reflects back on them.
I've always found sainsburys staff ok where I live, tescos on the other hand think customers are just a massive inconvenience to their day, have never seen one crack a smile!
Ours are normally quite good.
Lidle,now that's a whole other story.
This happens everytime in Aldi, makes me rage as I struggle with my hands. My Gran complained about it last week and the assistant apologied and said that they are all timed.
Pisses me right off as they throw everything in to your trolley and stuff always gets broken, crushed.
SometimesLonely yes I do
yup happened to me they cracked my eggs so i asked them to replace them more waiting then they put there finger through my pork joint by "mistake" no i didn't want a bag i wanted an new one without finger marks in it which got sent back because it was too small then they bought one too big finally they reduced the big one in price etc etc im normally nice really
ive also been known to tell my daughter to cry just so they will open more checkouts
This is why I usually aim for the tills staffed by middle aged or older women, I know it is a gross generalization, but young men (and teen girls) tend to be the worst at chucking everything down the conveyor at speed. You can tell they have never had to pack shopping at the receiving end! Maybe you should have asked him to slow down, but to be fair I have asked this in the past and been met with an eye roll or a tsk, so I don't anymore, and just head for the tills with the more mature members of staff.
Another person urging you to make a complaint, OP. Pre-DCs I was a checkout supervisor in Sainsburys and this will not be tolerated. Either e-mail tonight or phone tomorrow once all the full-time staff are in.
One of the check out women in out local coop seems particularly fed up with the "have you got membership card" line herself
From the way she asks and talks about it I reckon hardly anyone who uses that store does have one!
I rarely get much shopping physically inside the supermarket so luckily don't have any check out nightmare stories to share! I would deffently complain though
Please contact Sainsburys.
I had a crap meal deal with them the other week, and I complained by email to them via their website. They got back to me the next day, and they sent me a £10 voucher. If you fire off an email with all the details that are on the receipt, they'll track it down.
My store is 21 items per minute with disciplinary action taken if you dont hit the target.
You are expected to greet nicely and say goodbye making eye contact.
You are not allowed to ask the customer if they would like help packing or need bags.
You must smile constantly even if you have failed your A levels, been bereaved, dh left etc.
All for minimum wage.
I would definitely complain. Everyone has bad days at work but he sounds as though he just doesn't give a shit.
Sure, he probably isn't paid a fortune but he is paid to do a job. I worked in retail for years while I was a student and then for a while when I graduated and despite being paid quite a rubbish wage I know my customer service was good and I worked hard. But then I believe that you should try your best in whatever job your in. There are a lot of unemployed people who would kill for that job! Plus he sounds like he went out of his way to be rude so he deserves a complaint.
Go to Asda, they are unfailingly polite and ask if I would like help, never start until I am ready/finished unpacking and slow down and stop putting stuff through the till until I have put it in a bag etc.
I know Asda gets a lot of stick, but they really do train their staff in customer service.
Why didn't you ask for a packer? I always did when I went shopping with DC.
My Tesco is fantastic. Pleasant helpful staff who always offer to pack and don't chuck my items at me.
Must remember to compliment them via management next time...
Hope you have complained by now or intend to do so tomorrow.
My DD start heading for the exits if they get wind of bad customer service when they're out shopping with me because they know I'm not going to put up with it and they know I am not going to worry about holding up the queue ( I apologise to the people behind me explaining why they are being delayed) or be fobbed of with anything less than an apology.
If the cashier had said they were all being held up waiting for me. I'd have stopped packing altogether and said they could carry on waiting until the supervisor gets here ... And added Please ring the bell!
I've done the supermarket till job and so have DD. That behaviour is unacceptable and the line supervisor needs to hear it.
This has just reminded me, I was in Next the other day, returning something from Next directory. I handed over the item, (in next directory packaging) &my invoice at the end of the transaction the sales assistant said:
'Do you have a Next Directory?
Me (with a smile thinking she must just be on auto pilot) 'erm, yes you've just taken a return from me'
Her 'well yes I know that but we do have to ask every single customer you know' in a dead snotty tone!
How fucking stupid was that? If that's their company policy then it is insane.
Send Facebook message or email customer service with receipt number etc and your nectar card details and they should give you a goodwill payment.
It is unacceptable and you must complain. I was in tesco's last Christmas the woman made no greeting or eye contact and had a face like a bulldog chewing a wasp. She threw my stuff through and I handed over my club card vouchers she sighed the snapped 'clubcard!' I handed it to her and she slammed it back down when she finished. I was straight to customer service about her .
In morrisons I had to complain about one guy who whizzed my shopping through and overcharged me because he wouldn't slow down. One pack of steak £5.19 scanned fine next pack £4.29 wouldn't scan so he scanned first packet again knowing what he was doing. Erm no, I know it's pennies but I was raging and made him get a supervisor.-I got both packs free. I think those of us who have done the job understand it' can get to you but customer service always comes first.
i don't really see why you need to boycott Sainsbury's for ever because of this one incident? Presumably you've been happy enough with them before? One thing is certain, they certainly wouldn't condone this sort of behaviour, and can't do anything about it if you don't draw it to their attention.
Definitely complain, Sainsbury's management would be very unhappy with that 'customer service'.
I complained in Asda years ago and got Â£5 credit to spend in store
I shop at Sainsburys now and don't have any complaints.
I used to work part time on the checkouts for Sainsburys, and agree that you should let them know. I remember a colleague being "retrained" after a complaint was made about her surly manner - they do take it seriously. Equally, the management was happy to pass on compliments from shoppers when they received good service, which was nice. It is important that employees working in customer facing roles realise the importance of being polite, and this young man could do with a reminder.
They will appreciate your feedback, and hopefully you will feel better for having done something about it.
I worked at a grocery store when I was in high school as a bagger, and a cashier when I was in college (once I turned 18). They would not have found the behavior you describe acceptable. I would complain for sure. You can be fast, efficient, and friendly. I was and lots of cashiers are.
Do you typically have to bag your own groceries? I have to at Aldi, because that's their thing, but at the store where I typically shop (Kroger), a bagger always bags your groceries. In fact, if you want to ensure that you have a bagger for your groceries, you start bagging them yourself. You'll have baggers coming at you from all sides.
That is disgusting. You should have marched straight to customer services, and if you didn't then write to them today. Appalling. It would never happen in Waitrose.
Actually, to be fair, it's rare to get that kind of shit in Sainsbury's.
Can't fault the lovely lady at my local Morrison's, who batted not one eyelid at my major social faux pas the other day.
She had a swollen tummy and placed her hand on it in a very pregnant way - then when I asked when she was expecting she said 'Oh no - it's bloating; I've got gallstones.'
Oh no! I've made that mistake. Now I don't ask unless I know for sure the woman is pregnant. It's so hard to know sometimes.
Hop, I was asked to sign u for a next directory last week (already have one) so he asked DP. Apparently he needed one more signature to get home early/on time!
I used to work at Sainsburys and the speed of scanning was recorded and people with below average rates were given extra training to get them quicker.
That said, it was absolutely possible to scan at a good rate while respecting the customer.
I would have marched straight to customer services and complained about this guy. Disgraceful attitude.
i really don't see what is to complain about....sounds like you were being annoyingly slow which is just...well...annoying!
AND it was past his shift finishing time, so he'd been sitting in that chair scanning for hours - I wouldn't feel like small talk after that either!
No offence OP, but we Brits are too polite. You definitely should have told him to slow down rather than get annoyed
I would have done exactly the same as you
Oh really blahblahblah, being rude is totally uncalled for.
I would definitely complain. I think I would have told him this while eyeballing him and packing e x t r a s l o w l y.
Definitely complain really not acceptable.
Regardless of if it's the end of the shift manners cost nothing. I used to work on checkouts when I was at school/uni during the holidays and to max my earnings I would work from 8 till 9pm ( before days of 24 hours opening) the last customer was treated exactly the same as my first of the day.
Every customer was treated well and it is quite easy to work out if customers want to chat or not. I had a scan rate of 19 per minute and we had to pack as well, I also packed correctly and now have my own issues packing! (It's all in the loading of the belt!)
"yes we're all waiting for you"
I would complain.
Bet his boss's won't be to happy about this
Have never come across anything like "yes we are all waiting for you" in any shop or supermarket EVER.
You can give feedback about your experience here
I agree about the British reserve, but I also feel that we are the customer and as such deserve a bit of thought (not counting obnoxious customers who are rude to staff)
My store is 21 items per minute with disciplinary action taken if you dont hit the target
and that is one of the problems.
I'm sure they get complaints about the waiting time at checkouts but I bet they've never had a complaint about the time it takes to process the shopping.
When I go to local supermarkets there are checkouts I'll queue for as I recognize staff who're good and avoid an empty checkout with staff I've had bad service from...I bet management never processes that.
These days if I felt an operator had been particularly rude I would ask for the supervisor to be called and I would definitely follow up online with the details on the receipt.
I think some of the checkout staff (not all!) at my Sainsburys, given the choice, would choose option A from the following two options:-
Would you rather?????????????
A) Die within the next five minutes
B) Give customer some help
I was in Sainsburys today, I've got bronchitis, had done the big shop, 10 week old strapped to me in a baby hawk, 2 year old in the trolley seat....
My baby wakes and starts crying for a feed just as I reach the checkout. The woman serving me asked if I wanted some help. I gratefully accepted and she scanned and packed a whole trolley load of shopping into my bags and helped to entertain my daughter while I sorted out the baby. She then came out from her till to arrange the bags in the trolley and called over a colleague to see me out to my car. He steered the trolley, packed my car and took the trolley away, I sorted the children.
I heart my Sainsburys- the staff are brilliant.
I told her supervisor on my way out how grateful I was for her help.
Possibly just outed myself there.
Also, She didn't know I had bronchitis.
Honestly they'd want to know, call and ask to speak to store manager
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