I went to a convenience shop today during my lunch break (think co-op but it’s not, still quite a big company though) to pick up a meal deal and a few other bits for lunch. I hadn’t been to this one in particular before although I do go to one near where I live all the time.
I walked in and it was relatively quiet. When I approached the counter to pay I was served by a staff member who was a young lady (young 20’s I would say). She did not acknowledge me or say hello as she was in the middle of what I can only describe as a heated discussion with another staff member. It seemed as though she was complaining about something to her colleagues.
As she was scanning my items I asked her for a carrier bag, she didn’t acknowledge this. When she finished scanning the items, I again asked for a carrier bag but she was too busy talking to her colleague to hear me. Once I had paid, I again asked her for a carrier bag to which she said “oh sorry it’s been a stressful day”. I was then stood waiting for my receipt as she had forgotten to give it to me. At this point she was still talking to her colleague and then realised I was still stood waiting. She looked up and said to me “ok?” I said “yes please can I have my receipt?” to which she said “oh yes okay”.
She then decided to look through the receipt as she realised that I’d been charged extra for the meal deal. I had paid £6 instead of £3.50, not a massive deal just a tad bit annoying. (the drink I had chosen was in the meal deal section but not actually part of the deal). I appreciate it was nobody’s fault in this instance but I do believe had she been concentrating on the till when she was scanning the items (instead of talking to her colleague) then she would of picked up on this.
I got the impression from her that she thought it was my fault for picking up the wrong drink. When I pointed out that the drink was in the wrong section and it’s very confusing for customers she just shrugged her shoulders. She then asked me to choose another drink and that she would get her colleague to sort out the refund. I did decline at this point as I’d just had enough and wanted to leave. I really didn’t have the energy to wait around for her colleague to refund me and sort it all out especially since I had to be back in work for a certain time and needed to eat my lunch before then anyway.
What should of been an easy transaction actually turned into a stressful experience. I have worked in customer facing roles myself many years ago and imo a staff member should devote their attention when serving a customer. I have no issue with people chatting away with their colleagues but when it’s to the point they can’t hear anything the customer has said to them (3 times) then I think there is an issue. If she wanted to discuss (more so complain) to her colleague she should of done that in private or at least discretely (not so the whole bloody shop could hear). The mere fact that I had to ask for a carrier bag three times is I think what annoyed me the most.
If I had behaved that way in my last job I would have been pulled up on it. I appreciate we’re all human and every one has problems but surely they should be left at the door before coming into work? I don’t think customers should have to hear how stressful the day has been. I wouldn’t complain to my clients about my stresses so I do think it should be the same in any work place.
I promise I’m not one of these people that complains about everything! I think I’ve only made a complaint about one company before and that was because they lost a £300 deposit of mine.
So WIBU to make a complaint? Was she unprofessional? Imo this particular lady would hugely benefit from extra training in how to serve/deal with customers.