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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Told ''my fault'" by checkout lady

103 replies

Icepickinyourheadofthepops · 05/11/2013 14:40

She told me "it's not my fault it's taking so long". I said "nor mine".. She said "isn't it?"!!!! (I was going to add 'these must be v faffy to do, this will teach me to do baking)' ..Had vouchers from shops own supplement for baking. Used them, she apologised every 30 seconds to two other customers for it taking 'so long' ( I had a full basket). I had packed up the wrong almonds (Same packaging).. And went back v quickly to swap as she had already swiped voucher.

Was so upset as a customer two behind was really arsy too and another old couple left and then the lady kept glaring back at me.

I chose a quiet time, 9am tues, and put voucher with relevant products ..

Didn't even take that long but she was so busy apologising to the two people waiting.
Still Can't believe how rude she was and how small she made me feel for using vouchers. Really passive agressive in the 'isn't it' accusation.

I complained at customer services but wondered if everyone agrees this comment was quite foul?

OP posts:

diddl · 05/11/2013 17:38

"Just used it as a reason to get me away so she could get in another slagging me off to the grumpy lady on queue who was already late for work."

Eastwickwitch · 05/11/2013 17:39

I'm surprised.
i was in Waitrose yesterday. The chap in front of me only had a certain amount of money to spend & was well over. The assistant spent ages with him deciding which items to keep & which to refund. He was obviously embarrassed but the whole thing was handled with dignity and kindness.
I may have been huffing a little to myself

Original poster

Icepickinyourheadofthepops · 05/11/2013 17:42

Hmm not sure same store now. Is it with a cat park split in two and a trolley with plants in outside main door and a new free coffee machine installed about 6 weeks ago? If so, not seen bun lady before ..

OP posts:

RunRabbit · 05/11/2013 17:43

This would have never happened in Morrisons.

WooWooOwl · 05/11/2013 17:43

I am always kept waiting in Waitrose! By the time they have offered out the free paper, scanned the loyalty card, asked about cash back, made enough pleasant small talk with the customer in front, it always takes forever.

But I put up with that because of the guaranteed good service when it is your turn, and they are always lovey in our local Waitrose.

Original poster

Icepickinyourheadofthepops · 05/11/2013 17:44

Diddl we will have to agree to differ

OP posts:

nancerama · 05/11/2013 17:44

I think we have a twin town! Our car park is split in two, but we don't have a trolley with plants in, and our coffee machine is tended to by cake lady (who is lovely)

mitchsta · 05/11/2013 18:30

Glad I'm not the only one who's noticed the "sorry" thing.

Never had a problem with anyone in the Asda near us although the one who says "darlin" or "sweetheart" or "lovely" every other word annoys me, but that probably just me being a miserable cow

ThisWayForCrazy · 05/11/2013 19:10

I work for Waitrose Customer Services. I actually feel embarrassed and I'd be mortified if one of my partners spoke to anyone like that!

Our store is currently undergoing a full refit, our customers are understandably a bit put out by it all (products unavailable, long queues due to till changes etc) and some customers have been very rude. We always try to respond nicely and positively even then.

The partner in the op wouldn't last long!

paxtecum · 05/11/2013 19:24

I live in the NW and shop in some quite 'rough' towns.
All the supermarket people are lovely, friendly and polite.

BTW we don't have Waitrose up here!

TonytheFish · 05/11/2013 20:03

This reminds me I now, since the summer, have a new vow to never ever step foot into a WH Smiths...

I was buying a book for DS, who had wanted a Dinosaur book, while we were out for the day, and went to the counter, and there was two workers stood behind the counter, and when I got there they told me to go and use the self service checkout next to the main counters...then they continued chatting!

I am fully aware I can hold a mean grudge, and no matter how much I may need pens or stamps, I am never setting foot in WH Smiths again!

ilovesooty · 05/11/2013 20:23

I'm with diddl

Yes she was rude but she may have felt intimidated and flustered by the queue. Perhaps she's being monitored for not working fast enough. Unless her performance I habitually poor I find the comments about the possibility of her being sacked pretty unpleasant.

SayCoolNowSayWhip · 05/11/2013 20:43

I was in Waitrose the other day, and it was a basket only queue. There was an elderly gentleman with obvious mobility issues due to his age in front of me. He had four or five items in one of those high trolleys which he was obviously using as it was easier.

The man at the checkout very rudely and coldly said 'Sir, this is a basket only queue. I cannot serve you.'

The gentleman tried to explain that he only had a few items, but the checkout man cut him off and said 'Sir! I will not serve you with a trolley' and repeated until the poor old man shuffled off. I felt so sorry for him.

Our local Asda has really helpful staff.

ilovesooty · 05/11/2013 20:45

SayCool I think that's a lot worse than the incident the OP describes. Poor chap.

Putitonthelist · 05/11/2013 21:03

That is shocking SayCool I think I would have said something in those circumstances.

notmyproblem · 05/11/2013 21:25

Lol I knew this would be Waitrose from the OP. The "shop's own supplement for baking", the old crones tut-tutting in the queue behind, the checkout lady looking down her nose at someone for daring to use vouchers when obviously they're just intended to make Waitrose appear to be accessible to people who make less than 100k a year need them, not actually be used! How very middle class of them. Not surprised in the least.

SayCoolNowSayWhip · 05/11/2013 21:29

I really wish I had said something. Don't know why I didn't! I did give the checkout man my best death stare..... But I should have spoken up. Poor poor old man.

ImperialBlether · 05/11/2013 21:36

The staff in my local Asda are absolutely fantastic as far as customer service is concerned.

Tesco's customer service is awful.

I, too, love the snobbery on here that assumed a cheaper shop would have really awful customer service.

ThisWayForCrazy · 05/11/2013 21:38

Notmyproblem, of course the bloody vouchers are meant to be used! How ridiculous to suggest otherwise!

Socool, that truly is disgusting customer services. I hope someone complained for the poor old chap.

Maybe the store I work in is one of a kind. We work very hard as a team to ensure we delivery excellent customer services. Although we are a fairly small store, and know our customers well.

notthefirstagainstthewall · 05/11/2013 21:42

Why did you say it wasn't your fault though?

You had a basket that was full.
You had vouchers.
You picked the wrong item and then went off to find the right ones.

Totally down to you.

You should have used the normal lane not the basket one. Then people could see how much stuff you had and you could have realised your mistake re almonds before the check out.
She was apologising to the other customers because they were clearly pissed off with you too.
I'm sure in your head it "Didn't even take that long" but other people left the queue and you still had two behind you.

nogravitarse · 05/11/2013 21:49

Poor guy in in socool's post. You must have felt awful ice and good luck with everything else going on in your life .

Last week I rang Waitrose to ask if I could add to my online order I don't know why I persist in trying to use them because they are way behind with their online shopping. I was told by the woman answering that no, she couldn't help me (fair enough) and if she "spent all day chasing around taking phone calls then adding to people's orders, she'd never get anything done".

It's a shame because most of the staff there are lovely, which is why I thought it was worth ringing. As for your order being 'picked' 12 hours before delivery - really? Even the frozen stuff?

EmmaBemma · 05/11/2013 21:52

I don't know why you're still stewing about it. Sound like an everyday case of some mild to moderate snark, which you complained about to her manager, and no doubt she'll now get a bollocking. Job done.

SanityClause · 05/11/2013 21:57

What does it matter how long it took to serve the OP, notthefirst?

The cashier is there to serve every customer, no matter how long or complicated their order. It's obviously disappointing when you pick the wrong queue at the supermarket, but there is no need to bitch about the person who got there before you. And if you're running late for work, maybe don't go to the supermarket?

goingmadinthecountry · 05/11/2013 21:58

On the one occasion I've had such a rude reception I've refused to move and insisted a manager comes over to deal. Totally unacceptable. She needs retraining.

Was Tesco though. My Waitrose is fab.

Original poster

Icepickinyourheadofthepops · 05/11/2013 22:03

To clarify I wasn't in the basket queue.

A couple, ie together, moved queues immediately. One lady behind me was fine. Other lady who had a few was in a hurry and chose the wrong queue as I'm sure we've all done.

Difference is, she got the queue with a check out lady with no customer service skills who chose to make a customer feel bad for using a store promotion.

I was over to the almonds and back in 20 seconds.

My Aibu is not about what I did bit the way she spoke. I am not a piss taker.

OP posts:

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