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Original poster

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:
DdraigGoch · 15/08/2024 00:03

Nanny0gg · 14/08/2024 11:54

I use both quite happily

But you can't sort out your own refunds/holiday money and if tills are supposed to be open till a certain time then they should be open!

And whilst cash is still legal tender you should be able to use it in cafes/shops/pubs/entertainment venues etc etc

Show quote history

Any shop/cafe/bus can refuse to take cash. "Legal tender" only matters when someone is offering payment for a debt.

DdraigGoch · 15/08/2024 00:01

Oldermum84 · 14/08/2024 11:46

I've worked for 2 different large retailers in my past (many years ago) where we were only paid until the shop closed, say 5:30pm but had to wait until the last customer had left, which was often around 5:40pm, then we had to cash up a till before it was signed off and we could leave. This was often 6pm. So we would be working an extra 30mins unpaid. The paid hours were minimum wage and as I was under 21 this was a lot let than adult minimum wage. This is common practice. These shop workers are trying to leave on time. Retailers should pay their workers appropriately.

Worth reporting to HMRC. That practice is not legal if it results in wages dipping below minimum.

Iasonnas · 14/08/2024 23:51

"Some people may only have a Revolut account."

What's that got to do with the price of euros?

LittleBearPad · 14/08/2024 23:48

MagicianMoth · 14/08/2024 11:25

My friend is always telling me this but I just can't see it. I want to buy a dress, say. I walk into town (ten minutes) and try on some dresses. The one I liked from the pic turns out to be hideous on me and/or made of awful cheap material. Another one doesn't fit in my size but does fit in the size up. While there I also see a top I like, try it on, ooh it is nice, buy that and the size up dress.

As opposed to - order the two dresses I liked online and have to send them both back because one isn't my size and the other is awful. Or order in a number of sizes and have to send the others back. Which involves walking into town to the post office.

Show quote history

Apart from the fact that it’s far more likely the first one you liked online isn’t in stock, or it certainly isn’t on a rail and there are no staff to check the stock room.

And should you find a member of staff they tell you to order it online!

HotCrossBunplease · 14/08/2024 23:38

Nadeed · 14/08/2024 22:12

They are not a good employer. That is why.

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Someone who used to work for them has already been on and confirmed they pay for all the work done after the store closes.

KnittedCardi · 14/08/2024 23:12

Lucytheloose · 14/08/2024 22:18

No, the point of shops is to sell stuff to people who want to buy it. They do not exist to provide social interaction, that is something that individuals need to sort out for themselves.

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Bullshit. The social interaction is part of the sales pitch. If you have two shops, selling the same thing, one entirely self serve, and one with helpful friendly staff, I know where I would shop. I would even pay extra. In fact, I do choose shops who give good personal service, I am sure I am not alone.

Lucytheloose · 14/08/2024 22:18

KnittedCardi · 14/08/2024 12:52

Refuse? No. I want to be served, by a human, human interaction is important. I value the human, chat about their day, make eye contact, thank them for their service. That's the point of shops, it's called customer care.

Show quote history

No, the point of shops is to sell stuff to people who want to buy it. They do not exist to provide social interaction, that is something that individuals need to sort out for themselves.

Nadeed · 14/08/2024 22:12

HotCrossBunplease · 14/08/2024 20:17

Why would Marks and Spencer offer a service until 8 that requires the staff member to cash up after all transactions are complete, then not pay their member of staff to do the cashing up? What basis do you have for saying that retail staff’s paid hours end when the store closes?

Show quote history

They are not a good employer. That is why.

Bodeganights · 14/08/2024 21:52

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.

Nah, my commute is between 20 and 100 miles a day, depending where I'm going. Some weeks i do 80 miles and no more and other weeks I'm doing over 600.
So I get out of the house, I even shop on the other high streets I visit, but they are all so similar, nothing stand out different, no little boutiques, no sweet little cafes. it's all big chain shops and big chain coffee shops and charity shops (which if I'm in a particularly naice place I visit) and vape shops.

Whereas I have a perfectly safe place for parcels, and its super easy to return stuff these days. Even royal mail come to collect your parcels now.

namechangeforthisi · 14/08/2024 21:36

It doesn't bother me, I prefer it and thing will continue to be automated

PassingStranger · 14/08/2024 21:34

BigDayAhead · 14/08/2024 16:43

On another post you said you were 25. I don’t know whether to excuse your ignorance on the basis of your young age or whether that would be patronising and an insult to all the other mature young people out there.

Some older people really struggle with technology. My parents are in their 80s and have really struggled since banks closed and shops stopped taking cash. It’s super that you manage so well. But there are valid reasons for other people struggling. That includes some of the elderly, disabled people and others with mental health problems. Or even a mum juggling young kids on a bad day.

Modern technology can make some people very anxious. Learn to have some empathy.

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Totally agree. Very rude to call.people ignorant.
There should always be a choice.

PassingStranger · 14/08/2024 21:32

Nanana1 · 14/08/2024 11:16

The ship has sailed, shops aren’t going to employ lots of workers because most hours there isn’t the justification for them.

Self-service is cheaper and less hassle than an employee and shoppers want cheap.

The woman cashing up at 7:30 probably doesn’t get paid past her shift so why wait?

A lot of money is lost on self service though.

Ineedanewsofa · 14/08/2024 21:32

@Ellie56 I’ll name and shame - Brighton. The Lanes car park!

DuesToTheDirt · 14/08/2024 21:27

Whothefuckdoesthat · 14/08/2024 18:31

And in the days when retailers treated their staff like human beings, she’d probably have been only too happy to wait until after closing to start cashing up, in addition to coming in 15 minutes early each day to sort all the cash out ready to start serving at opening time. But in the days where staff are expected to do twice as much work for half the pay, are given zero support from their managers and are generally treated like shit, why would she choose to give them an extra 45 minutes each day, free of charge? I can’t say I blame her.

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I've no idea how this used to work, nor how it works now. But the way it should work is obvious - pay the staff member for 15 min or whatever either side of opening hours, to give time to open up and close down. If the service is supposed to be available till 8pm then it should be.

allaloneandlost · 14/08/2024 21:15

Lifeomars · 14/08/2024 20:50

Going to my local Asda is an almost dystopian experience I can choose two routes into the store. One is through a park that has been taken over by drinkers who shout and fight and the other is through a side alley that stinks of piss and has drug use and drug deals going on as it is not visible from the main road. Upon reaching the entrance there is a two-to-one chance that at least one beggar will accost me. The store itself now resembles a low level jail, with alarmed barriers everywhere. You have to go through a barrier if you want to access the optician, the pharmacy or the cafe. The shop itself is grubby and the last time I shopped there I bought some ready-cooked chicken that was two days past its use by date Every single bottle of wine has a security tag on it. The spirits are encased in individual security nets and have a tag too. Just typing this has made me feel really depressed, it wasn't always like this, it seems to have become so much worse of late. ( took it back and complained that this was a real health risk)

Shame. Mine's in a very depressing town. They removed outside seating as it was being used by drunk people. Teenagers with nothing to do harassing the security guard.

Tesco in the out of town retail park's pleasant though :)

allaloneandlost · 14/08/2024 21:06

TheyreStillGoingWithThemPlumsKerr · 14/08/2024 18:41

I was just racking my brain trying to remember the name of that gorgeous pudding they did. Strawberry scrunch!
I used to work as a beauty therapist at the Sanctuary! Another lost gem (I’d long gone by then, but think the rent became astronomical)

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Yes with banana and a few blueberries! It was an unassuming simple little caff with big portions of healthy cheap homemade food. A gem you don't see the like of much now.

Was thinking of the Sanctuary. What an oasis. Hope you also had a turn on the swing! Such a shame these nice places closed.

MikeRafone · 14/08/2024 21:03

taxguru · 14/08/2024 15:23

Because they're not going away any time soon. If you don't keep up with changing tech etc then you'll end up left behind.

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Have you any idea how many people leave school illiterate, both writing and numerically? Of course they know they'll be and have been left behind - that though doesn't make them ignorant.

YogaForDummies · 14/08/2024 21:01

The death of the highstreet os due to 3 main factors:

  1. Online shopping
  2. People relying more on tech in general rather than congregating socially in real life
And 3. The fact many people have much less disposable income than they had before the past couple of recessions. It's well known that the people with the least money are the biggest spenders and smallest investors, so these people having little money has made a huge difference.
the80sweregreat · 14/08/2024 20:54

I do feel that ASDA have given up cleaning their stores and the radio they play in my local one is annoying. The staff always look miserable too and I don't blame them.

DickEmery · 14/08/2024 20:53

@Lifeomars yes dystopian is exactly it. It's like blade runner - hostile technology, piles of crap everywhere and no human contact.

NotRightNowPlease · 14/08/2024 20:51

Izzymoon · 14/08/2024 11:34

The point of Revolut is to have a perfect exchange rate and no fee on your card. By paying in sterling with your card at a high street exchange rate you’re adding several steps to the process and losing out on the exchange rate.

Show quote history

Some people may only have a Revolut account.

Lifeomars · 14/08/2024 20:50

Going to my local Asda is an almost dystopian experience I can choose two routes into the store. One is through a park that has been taken over by drinkers who shout and fight and the other is through a side alley that stinks of piss and has drug use and drug deals going on as it is not visible from the main road. Upon reaching the entrance there is a two-to-one chance that at least one beggar will accost me. The store itself now resembles a low level jail, with alarmed barriers everywhere. You have to go through a barrier if you want to access the optician, the pharmacy or the cafe. The shop itself is grubby and the last time I shopped there I bought some ready-cooked chicken that was two days past its use by date Every single bottle of wine has a security tag on it. The spirits are encased in individual security nets and have a tag too. Just typing this has made me feel really depressed, it wasn't always like this, it seems to have become so much worse of late. ( took it back and complained that this was a real health risk)

LlynTegid · 14/08/2024 20:50

I don't think the lack of service that the OP experienced is the main reason for the decline of the high street, though every contribution makes a difference.

Concentration of ownership of parts of the retail sector, business rates, out of town stores, all are factors that I think have had a greater impact. Other things that I think contribute are abusive customers making it more difficult to retain staff, oversupply of retail and commercial space (instead of housing), and lack of action by police against shop theft (because of lack of resources).

If parcel carriers had to provide an adequate service instead of the race to the bottom, and therefore the real cost had to be paid, some in person shopping would be more competitive.

There are probably many other reasons.

BobnLen · 14/08/2024 20:49

Iasonnas · 14/08/2024 20:40

"Or order in a number of sizes and have to send the others back. Which involves walking into town to the post office."

They collect from your door now. For free, no printer required

I get a lot from Next as they sell all the brands and I have paid for a year's delivery but I take the returns back to the shop on my usual walk as they charge for pickup, I wouldn't buy from there though if I didn't have a local store.

GeneralUser · 14/08/2024 20:45

I find food shopping such a hassle. Admittedly, I've never really liked it much, but it has got worse over the last couple of years. The ONLY redeeming factor is that I always go to the checkout with the staff member I like. We don't always chat, but she's efficient and is a friendly face that I have seen week in, week out for years. She has moan, I have a moan and I leave bloody Morrisons a little less frazzled. I refuse to use self service checkout unless it's for small basket because those machines hate me and I always need assistance and then have to wait for ages because all the machines are crap.

Didn't a Dutch supermarket introduce a slow aisle for people who wanted to chat and wanted to feel less isolated? For some elderly, it is the only chance to have social interaction. Others too, I should think.

Clothes shopping is a nightmare. I've not been for me but went with my son recently. "We don't have the size/colour, but we can order in for you to collect." So that we can drive 30 mins into town again, pay extortionate parking fees etc, etc etc?" Might as well get it online.