Poor customer service & plain rude!

[deflatedbirthday]

I had a small shopping list so called at my local Tesco express on the way home from work.

I popped the items in a basket and headed to the self service checkout. After scanning one of the items I remembered my DH had massaged to say he had already picked up this particular item at lunch time.

I politely asked a passing staff member if they could please remove the item. There was a queue behind me and people at the other tills.

He proceeded to look me up and down and said quite smugly 'What's the problem? Do you not have enough money?' This was loud enough to be heard.

I said 'No. I just don't need it'. I could feel myself going red. 'Suuuurrre' he said whilst removing the item.

I proceeded to pay hurry out of the shop. I was mortified. The item was not expensive. I could have bought it but it was a fresh item and would have been wasted, hence my reason for asking for it to be removed.

AIBU that this was so rude and lacking any sort of customer service?!

*wasn't acceptable

He was rude and unprofessional and he's lucky you didn't make a complaint or give him a toe up the backside.

Send an email of complaint to head office as the customer service you recieved was horrendous. Even though you could have afforded the item, there are many who can not and the rudeness and insensitivity of the idiot who served you right in a cost of living crisis is not acceptable.

I think this sums what got my back up. I know people who do have to count how much they have for each shop. Asking one of them might honestly break them.

YANBU. That is just plain rude. I feel sorry you had to experience that. Please do complain to Tesco.
That sort of treatment is just unacceptable.
Tc

Just to update. I reported the incident to Tesco. They said it will be fed back to store. And that was that really

I've worked retail for 20 years, I have never spoken to anyone the way he spoke to you, it's completely unacceptable. It takes 2 seconds to remove an item that hasn't yet been paid for. He was being an ass.

Also, you will probably have a better result if you give this feedback directly to the store rather than to head office / customer service line.

I plan to say something when I go back in but that might not be for a while.

Op, send a complaint to Tesco via Customer Services online.

Don't wait until you go back into branch.

I did. All I got was that it will be fed back to the branch.

What else did you want them to do?

? I didn't say I wanted them to do anything. I was just reporting back what had happened as a few people said I should complain the head office

OFGS. Is this your biggest problem today?

You didn't challenge him? You didn't ask for the manager? But you can bleat about it online?

A lot of people who work in CS have no CS skills and managers don’t care.
this was their problem not yours, the Tesco person obviously has a sad life belittling others

Oh my god 😂this forum

You said ‘all I got’ as if you were expecting something more.

Nope. Not my biggest problem thanks.
I think I explained why I didn't say anything at the time.
As for bleating online, mumsnet wouldn't exist if people didn't 'bleat'

@Sparklingbrook well an actual sorry might have been nice

He said "why? do you not have enough money?" There is no misunderstanding that however much you are looking to make the op seem like it is in her head.

Yanbu- he says of course and does it -.no need for commentary

If it happened exactly as you described that's obviously appalling!

I've worked in customer service before so I'm not the kind to get miffed if someone isn't falling over at their feet to help me. I've encountered proper shockingly rude service staff before though. I mean the bar for hiring is non existent, the pay is shit, and the turnover rate is crazy. So it's not a stretch to imagine all types get hired.

Having had a waitress be hugely rude in a different way before Christmas, I can confirm I was happy with the line "Wow, you're so rude! Go to fetch your manager please." It isn't clever, but it is effective. (She didn't actually fetch the manager, so I had to flag down someone else, but anyway, at least she went away.)

I won't shop in any Tesco Express after two appalling incidents. In the first I was threatened with violence by a man for telling a child to stop trying to kick my walking sticks (I am disabled) - and the staff did nothing. Not that it matters, but the child wasn't his - the mother was far too busy chatting to her mate to pay any attention to the child trying to knock me down. In a seperate store the security guard and his mate were loudly bemoaning the fact that the aisles had had to be widened to allow disabled access because disabled people insisted on coming in the shop with their walking aids!!!! How bloody unreasonable of them.

On both occasions I complained in the shop. The managers didn't give a damn. So I went to Tesco, who said it was noting to do with them because descpite the name these were independant franchises. As a result I won't buy anything at all from Tesco.

So maybe I am "over-sensitive" or, (as some here suggest) like the OP, incapable of reading how people act well. Much easier to blame the OP than to recognise that this was poor servcie and even if she hadn't been able to afford the item, it was absolutely offensive to make a point of it. There are plenty of people these days who really can't afford the shopping and they have the right to be respected

Oh ok. I would have assumed you got a sort of generic reply saying ‘sorry to hear that we’ll feed it back to the store’ type reply.

I often feel like mn is a parallel existence to the rest of the world when posters write that tesco expresses are rarely so busy that staff dont have free time. I wonder what sort of rarefied life this person leads that they can tell you how staff in tesco expresses work? I imagine these sorts of posters never know anyone who actually works in a shop (heaven forbid!!!) until little Jeremy starts uni and needs a part time job. Then the poster is appalled at how little little jeremy is paid and how much work and responsibility tesco expects of him. Then they might have a clue how much free time a worker in a tesco express actually has. In the real world.