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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

To think this is why the high street is failing?

614 replies

MiamiWindMachine · 14/08/2024 11:03

I’m off on holiday in a couple of days, so thought I’d go up to the big shopping centre for a couple of last minute things.

In the massive H&M, all the tills bar one had been converted to self-service. The ones on the floor I was on were ALL closed. I went down to the lower floor and there was a huge queue, because no one could work out the machines. There was a step to remove security tags, and people couldn’t work out whether this was only for those plastic tags or if there was some flag on the barcodes for lower value items. Someone else was trying to process a return via these tills. When a member of staff eventually appeared, she confirmed returns could only be processed at a manned till. The customer pointed out that there were no manned tills. The staff member had no idea who to ask about it, then disappeared to find someone, so the queue was getting even longer.

I was on the way out about 15 minutes before closing time and went past M&S. I thought “I wonder if the Bureau de Change is still open” and went to check. The woman saw me approach and had a pained look on her face, saying “Arrgghh, I’ve just cashed uuuppp!” I was a bit taken aback, but said “Oh well, never mind. What time do you close, for future reference?” She then reluctantly admitted that she was supposed to be open until 8, but said “But I do start cashing up at around 7.30”. I was about to ask why when she started saying, “It’s fine; I’ll do it, I’ll do it”, like she was doing me a massive favour. I tried to pay on Revolut and she said “We can’t take those cards!”, as if it was somehow obvious. I asked about Apple Pay and she said, “No, it has to be a proper bank card or credit card”. I therefore went to pay with my credit card and she said, “You do know we have to charge a fee for these, don’t you?” I said I didn’t have a choice given she’d rejected two other payment methods.

I then went down to foods to grab a ready meal and some wine. I went to a manned till as I had alcohol and the girl said, “Oh, could you go to the self-service? It’s just that I’m closing this one”. I asked about the alcohol and she said, “I can approve that from here; it’s just that it’s easier for me”.

I feel like we’re constantly told in the media “Use it or lose it” re: the high street; how sad it would be if we lost the personal touch. From what I could see yesterday, one store has done everything possible to eliminate personal interaction, while in the other, the staff are more bothered about their convenience than the customers’. Is it any wonder that people would rather click a couple of buttons to get something delivered?

OP posts:
JenniferBooth · 14/08/2024 14:24

NeedSomeAnswersPlease · 14/08/2024 13:41

I find it hard to believe that teenagers only carry cash!!! Only person I know who ever has cash on them is my dad, because he hates using his card as he doesn't know his PIN!!! Surely people realise we're moving away from cash because of how dirty and inconvenient it is?

Then biusinesses shouldnt be hypocrites when the system goes down and they should close for the rest of the day instead of taking cash just when it suits

IpsyUpsyDaisyDoos · 14/08/2024 14:24

Trail374 · 14/08/2024 14:09

You also need a member of staff when something invariably goes wrong-items too light, alcohol verification…or machine just feels like playing up. I don’t want to wait for help and I also don’t like the game of Tetris as you balance your items in the area they have to go in before you move them to a bag.

Hate it. Not doing it.

You could put them straight in a bag?

MistressoftheDarkSide · 14/08/2024 14:19

Expanding on tourist destinations, my large sea side town is losing hotels hand over fist due to Air BnBs which are often second homes depleting housing for locals.....

LaPalmaLlama · 14/08/2024 14:18

Londonrach1 · 14/08/2024 14:12

Yanbu. Can't park on my local town as it's pay by app only. Today Barclays was open but you couldn't do anything as the machines were down and couldn't give money out and the one counter was closed. Lady told me to do it on my app in my phone told her I didn't have the app .

Out of interest do you not have a smartphone or you just don’t want to use apps? Personally I think parking apps are great. Can pay without queuing at the machine and can extend remotely if you need more time. Are never out of order.

ThreeSides · 14/08/2024 14:18

PontiacFirebird · 14/08/2024 13:58

All those saying “ oh it’s much easier to shop online and I’ve not been into town in 15 years”…. These are the same people who love working from home and don’t answer the door, aren’t they? 😁
Some of us need to speak to other humans on a day to day basis. Just normal friendly interaction, nothing fancy.
Im lucky in that I still have a butcher, been going there over a decade and it’s a pleasure to pop in and have a bit of a chat while I’m buying something.
I love WearyAuldWomans story about the offer of a hug- that’s so nice.

Your shitty comment isn't as clever as you think it is.

I could just as easily say how sad that you need to meet random people you don't know in order to interact with people.

I don't need to interact with strangers in shops precisely because I have plenty of family and friends (who I open the door to) for interaction. If others need to go shopping in order to mix with people, that's fine, but not everyone does. No need to try to be shitty to others, which only made you look nasty, sad and lonely anyway.

Cheesecakecookie · 14/08/2024 14:17

Oh and the opening hours.

My local pharmacy is only open 9-5. When most people are at work.

Guess what ? I get my prescription delivered from somewhere else instead.

taxguru · 14/08/2024 14:17

DelphiniumBlue · 14/08/2024 13:54

Of course we can do it, we don’t want to. There have been numerous posts explaining why we don’t like self checkouts, and I would add that they put people out of work but make life harder for the customer. We’re not seeing any reduction in prices, just feeling more ripped off.
As for the name calling of people who don’t agree with you, that’s just rude.

I'd rather use self service checkouts and hope to keep the shop open rather than insisting on them employing more staff which makes the store no longer viable and them closing it down!

It's 2024, we have to move with the times. The old High Street and personal service is never coming back. Apps, self service checkouts, online shopping, online banking, etc., is all the future and people need to get with the agenda whilst they're young enough to be able to cope with change. Things will get more automated and if capable people today in middle age don't get with it, they'll really struggle in years to come when they're older and less able to cope with change.

Another2Cats · 14/08/2024 14:17

NeedSomeAnswersPlease · 14/08/2024 13:52

I had a bank account at 11, I find people who refuse to accept we're in 2024 not the 70's really bizarre to be honest

You are assuming that everybody has had the same experiences growing up that you have. What you think of ordinary and run of the mill will be quite out of the ordinary for someone else.

We often get similar cases of people not being aware of how others live in other areas of life as well. This often comes up when salaries are mentioned.

On one hand you will have posters saying "I literally know nobody who earns as much as £40k per year". Then, in contrast, you will equally have posters saying that they know nobody who earns less than £80k.

Your experience of life is not necessarily the same experience of life that other people have had.

Cheesecakecookie · 14/08/2024 14:15

I’ve also recently had to give up on the high street - I went looking for 2-3 basic/common items. After going to 5 shops I only had 2 one the items I needed.

Gave up went home and ordered online.

taxguru · 14/08/2024 14:14

TitanicWasAGreatMovie · 14/08/2024 13:16

No one here is winning except landlords and shareholders.

Retail workers are often overworked and underpaid, and dealing with unhappy customers (sometimes aggressive - not you OP, just a big increase in aggression generally!).

Customers are getting poor service from stretched, unmotivated employees and businesses, and we are mostly now happier online shopping.

As a PP said, it's a vicious circle, but i think the bigger companies don't want to improve the situation because it benefits them.

When you say "landlords and shareholders" do you actually realise you're mostly meaning pension funds for the vast majority of workers, don't you?

Most workers' pension funds will have investments in commercial retail property, big shopping chains, etc.

A crash in property values or closures of high street chain stores will reduce your future pensions.

mumedu · 14/08/2024 14:13

You should write to the shops and tell them about your experience.

BobnLen · 14/08/2024 14:13

A lot of shops have moved out of town centres and onto retail parks, we have a fairly new retail park with lots of clothes shops and it's always busy at weekends and queues for carpark which has 5 hours free parking, I often stroll down there in the week to nose round the shops, return any unwanted online shopping and get a few nice bits from M&S food hall but it's not like the normal high street.

itsjustbiology · 14/08/2024 14:13

I agree OP..I refuse to go to the high street to pay parking and to receive shit service! Not worth the effort to me.

Londonrach1 · 14/08/2024 14:12

Yanbu. Can't park on my local town as it's pay by app only. Today Barclays was open but you couldn't do anything as the machines were down and couldn't give money out and the one counter was closed. Lady told me to do it on my app in my phone told her I didn't have the app .

LaPalmaLlama · 14/08/2024 14:11

@taxguru I agree. Internet shopping is here to stay and although there are extremes, most people do a mixture. I probably do 70% online/ 30% in person although food I do mostly in person. Shopping has become more transactional with more people not really wanting to just “have a wonder round the shops” as a leisure activity. If I want something pretty standard like “black trainers” it’s far easier to just look and compare online. That switch to hybrid means that high streets will never again have the footfall they once had and there is a huge surplus of retail space in most towns that needs to be repurposed to reflect new leisure habits or just converted to residential with more “local service” type shops.

Trail374 · 14/08/2024 14:10

PontiacFirebird · 14/08/2024 13:58

All those saying “ oh it’s much easier to shop online and I’ve not been into town in 15 years”…. These are the same people who love working from home and don’t answer the door, aren’t they? 😁
Some of us need to speak to other humans on a day to day basis. Just normal friendly interaction, nothing fancy.
Im lucky in that I still have a butcher, been going there over a decade and it’s a pleasure to pop in and have a bit of a chat while I’m buying something.
I love WearyAuldWomans story about the offer of a hug- that’s so nice.

Nope I work full time in a neighbouring city.

Viviennemary · 14/08/2024 14:10

Waste of time. Even the cafe in M& S had gone self service and most of the tills. Haven't been since.

Titsonboard · 14/08/2024 14:10

It’s not the self service I mind so much it’s the lack of stock that annoys me and the loss of actual shops to go into.
I used to love an occasional mooch round the shops and would have lunch and buy a few bits. We only have Primark left on our high street ( I live in a city) it’s all charity shops, takeaway shops doing a roaring Deliveroo/ Just Eat trade or vape shops now. We used to have Debenhams and John Lewis and a lovely bookshop, our Marks and Spencer is away to close. Further back we had House of Fraser, Dorothy Perkins and other fashion places, Mothercare, BHS, Littlewoods, C&A and Woolworths. The last couple of times I went into Debenhams and John Lewis ( before they closed down) I asked for something only to be told they didn’t have it in stock but I could order it online, I was in the shop with money to spend and they were happy for me to leave without making a purchase. Needless to say I did order online, the Debenhams item I did purchase from them but the John Lewis item ( quite an expensive purchase) I purchased cheaper from Amazon.

MistressoftheDarkSide · 14/08/2024 14:09

Oh, and University students, of which we have thousands, don't seem to go anywhere much other than bars and clubs.....

Trail374 · 14/08/2024 14:09

You also need a member of staff when something invariably goes wrong-items too light, alcohol verification…or machine just feels like playing up. I don’t want to wait for help and I also don’t like the game of Tetris as you balance your items in the area they have to go in before you move them to a bag.

Hate it. Not doing it.

MistressoftheDarkSide · 14/08/2024 14:06

@taxguru While I agree to a degree, where does that leave tourist destinations? I live in one of those and it's dying on its arse with little for visitors and less to sustain residents.....

CasaBianca · 14/08/2024 14:06

NeedSomeAnswersPlease · 14/08/2024 11:10

I think if you refuse to use self checkout/the hand held things in the supermarket, you're just ignorant.

It's 2024. This all has shades of people complaining when the currency system in the UK changed, or when bank cards were introduced. You can do it, you just refuse to learn how to.

That is not the issue though. The issue is that some things can’t be performed without a staff member’s assistance (returns, removal of security tags, restricted items checks…) but staff is not available.

taxguru · 14/08/2024 14:05

PontiacFirebird · 14/08/2024 13:58

All those saying “ oh it’s much easier to shop online and I’ve not been into town in 15 years”…. These are the same people who love working from home and don’t answer the door, aren’t they? 😁
Some of us need to speak to other humans on a day to day basis. Just normal friendly interaction, nothing fancy.
Im lucky in that I still have a butcher, been going there over a decade and it’s a pleasure to pop in and have a bit of a chat while I’m buying something.
I love WearyAuldWomans story about the offer of a hug- that’s so nice.

Nope. I try to avoid going into our city centre because driving and parking is an absolute ball ache. I drive to the out of town supermarkets and retail parks instead. It's nothing to do with not wanting to leave the house.

CharlotteStreetW1 · 14/08/2024 14:05

NeedSomeAnswersPlease · 14/08/2024 11:10

I think if you refuse to use self checkout/the hand held things in the supermarket, you're just ignorant.

It's 2024. This all has shades of people complaining when the currency system in the UK changed, or when bank cards were introduced. You can do it, you just refuse to learn how to.

I already have a job thanks.

Trail374 · 14/08/2024 14:05

The other reason I’ve ditched the high street is the cost of parking. It’s extortionate.

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