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Original poster

Why is customer service so horrendous in shops nowadays?

239 replies

whyohwhymetoday · 11/01/2025 23:49

No eye contact. Often chatting away to colleagues and looking disinterested at you whilst continuing their conversation as you hand over £££

Nobody to help on shop floor

Poor knowledge about returns and items sold in store

No interest in helping me choose. That type of thing

I recently went into a high street shop and held up two tops. I said to a nearby woman with a label on for that shop ''Oh I just can't choose! What do you think looks best, this or this? :D''

She sort of looked like I'd ask her to inspect my undercarriage and said 'it's up to you, they're both nice' and carried on with what she was doing

I know these (mostly women) aren't paid loads but come on, surely it feels better to do a good job?

Hats off to M&S, such lovely and understanding staff in there well, not the cafe. They all seem to be rude

Lady servicing me at No7 in Boots yesterday looked like she genuinely couldn't be less interested when I asked her what shade would work for me

My 2 local B&M stores have really nice staff, always helpful and make you feel like you're not disturbing them or being an inconvenience by wanting someone to scan your shop so you can pay

My local Waitrose has hideously grumpy women who appear to be taking up a job post retirement and feeling very bitter about it!

McDonald's always pleasant too!

Vue Cinema, awful Sad

Amazon delivery men, amazing. Once again, proving why Amazon just works for a lot of stuff

Honestly, be warned High street, you'll all be gone within 10 years and bargain stores like B&M/Poundland will be there, alongside maybe Boots because it has a Pharmacy

OP posts:
Slawit · 12/01/2025 04:51

It’s not just shop staff, try employing someone now in the building industry that has. 1 an interest in what there actually doing. 2 wants to be there. 3 has even an ounce of skill never mind common sense. 4 can arrive on time if at all 3 days in a row………
I can sympathise with shop staff to an extent, the high as a whole is on its knees, I would imagine there is constant threat of closure and little prospect of promotion. That said a smile cost nothing.

squirrelnutcartel · 12/01/2025 07:56

I think everyone's fed up and lacking in drive and energy. They shouldn't be rude though.

Legaleagleplease · 12/01/2025 08:00

It starts at the top. If the boss allows it and does not not model the correct behavior the staff will perform badly, in any area.

Interested in this thread?

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General shopping
DappledThings · 12/01/2025 08:01

I haven't noticed anything. I always loathed being greeted or asked if I want help. If I want to talk to someone or ask for help I'll do that. Don't need someone over my shoulder.

Chatting while paying is completely normal, pleasant and unchanged anytime I've don't it recently.

Pigeonqueen · 12/01/2025 08:05

I have noticed this more than ever recently. I’ve worked in customer facing roles all my life, including some luxury brands (Chanel) and we would have never got away with speaking to people the way I’ve been spoken to recently. I’m not even talking luxury brand level type service - just a please and thank you!! People are so rude nowadays.

Busband · 12/01/2025 08:06

I don’t work in retail anymore but my goodness some days it was relentless, you’re on your feet all day for a rubbish salary some customers are really lovely but you wouldn’t believe the crap you have to take from lots of others, I couldn’t tell you the amount of times I’d dealt with used sanitary items or human waste in changing rooms!
I imagine the workload is twice as much now as there are less staff because high street stores aren’t bringing in as many sales and a mega rise in shoplifting!

Plumedenom · 12/01/2025 08:11

The apologists need to realise that in other European countries, this is not how customer service is. If I go toclothes stores in Italy, they are going to help me choose as soon as I ask, and suggest things, and generally be engaged in the process. In a supermarket, they're not ignoring me and they wish me a good day at the checkout. Everyone should have pride in their jobs, regardless of the wage. Having pride in your job, doing a good job, is having pride in yourself. If you go to work and do a half arsed job, you're letting yourself down. The world only works if we all put in some effort. Rant over.

Thighdentitycrisis · 12/01/2025 08:14

I agree it seems to be so uninvolved these days that the lovely staff really stand out and should be pointed out to manager that we really appreciate their service. Maybe the message will filter down that way?

BeethovenNinth · 12/01/2025 08:17

I used to love John Lewis with its super helpful staff. They would help you try make up and match shades. It’s all self service now and even if you batty to ask for help they shrug

PrioritisePleasure24 · 12/01/2025 08:18

I have friends who work for a large retail chain still doing well. They are much less staffed than they used to be, some of their hours are less. This depends on how well the store is doing but they regularly go into consultation ( most years) and new contracts/hours issued,

They have shoplifters they know and see but no security, only one person to tidy floor and do the tills per floor, no one works the changing rooms anymore or no one to great like they used to at the door, management cosy in the office of course. Then critical when things aren’t done because they have no time.

The public are often rude and demanding much more than they used to be. management don’t back them up when customer is hideous. Hours are long on your feet.

Doesn’t really make you feel happy and smiley constantly for 7/8 hours a day.

Rosesgrowonyou · 12/01/2025 08:18

I wouldn't ask a retail worker which top suited me best.They are not your personal shoppers.

Phineyj · 12/01/2025 08:20

I often shop in a small town centre pet shop. They have no loyalty card (I've asked).

Their main competition is large Pets at Home stores which are out of town. I find it a pain making a special journey to those.

I went in to the town centre shop to buy a new gerbil cage with DD yesterday, having already picked it out (£100).

The lady would not sell it to me because part of it was plastic and she said the gerbils would eat it.

We have had the gerbils for 9 months and have a good idea what they will and won't destroy.

I went home and ordered a similar one from Amazon.

I don't know if she was the owner or an employee but losing a £100 sale. In January. On a bitterly cold day. To someone who knew what she wanted!

I used to work in a similarly sized shop as a teen and the owner manager told us every shift, "The customers pay your wages!" "The customer is always right!"

boulevardofbrokendreamss · 12/01/2025 08:22

I can't imagine asking a retail worker which top to buy.

MissEloiseBridgerton · 12/01/2025 08:38

The customer is certainly not always right. That is incredibly outdated. Customers do not understand policy, procedures and rules that companies put on staff in retail. They cannot always get their own way.

I work in retail and the stupidity of some people boggles the mind. Yes you've asked which top is nicest and didn't get the best response but that worker probably had 600 other questions that day and was fed up. She also probably had a jobs list as long as her arm that she can't get done because people ask questions constantly. Retail staff are not trained on what product is best or what product you should choose.

Customer service would be a lot better but companies are cutting staff all over the place. Yesterday in my store there were only 2 members of staff at times, we have 3 departments and a huge delivery. It's impossible.

biscuitsandbooks · 12/01/2025 09:05

I remember an episode of QI about this and David Mitchell had a bit of a rant about how ridiculous it is to expect someone scanning tins in a supermarket to be cheerful and chatty all day long.

That said, there's no need to be rude but equally if you're going to pay someone the bare minimum to do a boring, un-stimulating job for 40 hours a week - what do you expect?

Mabiscuit · 12/01/2025 09:07

I haven't had rude customer service in years. Years ago it was normal to see M&S staff chatting and ignoring customers at tills. Once I waited for a bra fitting I'd booked and the pissed off salesperson looked at me (we'd had no interaction at all) and she walked out. I noticed customer service staff in general has become friendlier.

Phineyj · 12/01/2025 09:09

Customer does pay your wages though!

I just felt a bit Confused that someone in China now has my hundred quid and not the local shop I actually wanted to support.

No doubt it will be gone in a few years and Pets at Home or the Internet will be the only options.

BiblicalArk · 12/01/2025 09:10

PrioritisePleasure24 · 12/01/2025 08:18

I have friends who work for a large retail chain still doing well. They are much less staffed than they used to be, some of their hours are less. This depends on how well the store is doing but they regularly go into consultation ( most years) and new contracts/hours issued,

They have shoplifters they know and see but no security, only one person to tidy floor and do the tills per floor, no one works the changing rooms anymore or no one to great like they used to at the door, management cosy in the office of course. Then critical when things aren’t done because they have no time.

The public are often rude and demanding much more than they used to be. management don’t back them up when customer is hideous. Hours are long on your feet.

Doesn’t really make you feel happy and smiley constantly for 7/8 hours a day.

Edited

Shoplifters are not the sales staff responsibility. They have been employed as sales assistants and not security guards. The very fact that they have regular shoplifters who they know on sight proves that security is non existent. Shops need a visible security presence because in the criminal world news gets around fast which stores are easy pickings . It sounds like this chain on shops is relying on regular staff to police it to save money . If the police don't give a damn then why should the staff ?

Phineyj · 12/01/2025 09:10

Best place to find dodgy customer service is WHSmiths.

MandS are normally pretty nice ime.

Sinkintotheswamp · 12/01/2025 09:11

You can't ask the staff which top to buy. That's for high end shops only. Maybe the both looked awful and she didn't know what to say.

A lot of employers treat retail staff badly, they won't be feeling that chirpy.

SevenWeeks · 12/01/2025 09:12

Regarding being asked to recommend the colour of a top or make up for you - this is probably bitter experience. They don't want you coming back two days later ranting that you were told it suited you but everyone else says it looks awful so you want a refund and compensation for your wasted time. I'm not saying you would do this, OP, but there are plenty of mad, entitled types out there who treat shop workers as their personal verbal punchbag.

LittleRedRidingHoody · 12/01/2025 09:13

Because people often treat shop staff like shit - this is worse since the cost of living when they often bear the brunt of customer indignation about raised prices (which they have nothing to do with, and are suffering the effects of themselves) they're pushed harder than ever to ignore customers to aid the bottom line (scan faster/put stock out faster) and are paid - in real terms - less than ever.

Mademetoxic · 12/01/2025 09:17

Phineyj · 12/01/2025 09:09

Customer does pay your wages though!

I just felt a bit Confused that someone in China now has my hundred quid and not the local shop I actually wanted to support.

No doubt it will be gone in a few years and Pets at Home or the Internet will be the only options.

They don't. If customers do not enter my store I would still be paid regardless.

JaneBoleynViscountessRochford · 12/01/2025 09:17

Having worked in retail during my student years I never judge a bored or grumpy shop worker, unless you have worked in it you have no idea of the type of shit you have to put up with day to day. I do, in general, find most to be very pleasant though. I’ve never, and would never, ask a random stranger what top suits me best, just because someone works in the shop doesn’t mean they have any idea of your personal style.

saveforthat · 12/01/2025 09:17

MissEloiseBridgerton · 12/01/2025 08:38

The customer is certainly not always right. That is incredibly outdated. Customers do not understand policy, procedures and rules that companies put on staff in retail. They cannot always get their own way.

I work in retail and the stupidity of some people boggles the mind. Yes you've asked which top is nicest and didn't get the best response but that worker probably had 600 other questions that day and was fed up. She also probably had a jobs list as long as her arm that she can't get done because people ask questions constantly. Retail staff are not trained on what product is best or what product you should choose.

Customer service would be a lot better but companies are cutting staff all over the place. Yesterday in my store there were only 2 members of staff at times, we have 3 departments and a huge delivery. It's impossible.

The customer is always right was replaced by The customer is king many years ago. This explains it better imo. They may be a pain in the neck but humour them because they pay your wages. I think a lot of poor customer service is poor social skills. Many people seem to have no social skills nowadays