To complain or not to complain (in a shop for bad customer service)

[Jenniferb21]

So today I went to a national chain card shop (probably not the leading brand) in my local area. As soon as I walk in with my baby in a pram I'm drawn to an offer section 10 for £1 I usually shop a tiny more expensive places and am very happy I can save some pounds on this year so birthdays. (I keep a box full of cards for the year) a lady who worked there was re-arranging cards on the shelf I was browsing and didn't acknowledge me but was blocking my view of half the section. So I said 'that offer is really good isn't it' she just sort of huffed.

After browsing the shop I went to the till whilst walking up I could clearly hear the same employee listening to another employee bitching loudly about another member of staff who wasn't helping the others, having long breaks etc. They continued to talk for what seemed like 2 minutes whilst I was waiting at an unmanned till. I turned my head they then realised but instead of 1 coming they both did and continued the bitching with both of them talking and looking at each other. They didn't say hello to me in fact the lady serving me didn't even offer me a 5p bag or tell me to put in my card to pay. When I took the items after paying they were still chatting away not looking at me and didn't say thank you or anything.

I took a moment putting the items in to my own baby changing bag and just made the decision to for once complain to someone's face (how very unbritish!) they were shocked but I said politely. Excuse me I just have to say you're being so unprofessional and very rude and have made me feel really uncomfortable. The lady (who was not the one at the beginning) inabtly apologised and sounded sincere she said now she's thought about it she understands and won't do it again but it's been cold today and she needed to vent and said sorry again. I said thank you for apologising and explained I'm in retail myself so understand it can be a challenge but you need to vent in private and make customers feel welcomed and valued.

I'm actually a regional manager in a leading retail chain and was appalled in their management, or lack of and perhaps they have been failed by a lack of training (even though I accept they were also responsible for being rude which should be common sense to them)

What has really annoyed me is the other lady never said a word, didn't say sorry and was so rude from the onset.

To send a complaint email or accept I've already had my vent?

[Jenniferb21]

Sorry for typos! Wrote this quickly on my phone!

[TrustySnail]

One of the staff apologised to you, sincerely (as you say) so I would leave it there. I wouldn't expect another staff member to intrude on the conversation if the first one had already taken ownership of the complaint.

[Waterfeature]

YANBU. I used to work in a shop and was taught to treat the customers well bc they pay your wages. No chatting on the till, always greet the customer, etc.

Many/most shop assistants now act like they're doing you a favour. Does my head in.

Complain. You'll get a crappy form letter back but still.

[GooodMythicalMorning]

You got an apology though, you don't really need to go further. Unless it happens again.

[Jenniferb21]

I guess the question is should management be aware?

[ImperialBlether]

If it were my shop, I would want to know. And you can always explain that one did apologise, but the other (worse) one didn't.

[LiviaDrusillaAugusta]

ZOMBIE