Service with a Snarl....

[Levanna]

How's this for cutomer care?
I was shopping with my sister earlier. While we were in seperate sections of a chain store, she cut her finger on some packaging as she picked up an item. When we met up outside, I noticed the plaster on her finger - blood seeping through. She explained that she's approached the lady at the counter, and explained that she'd cut her finger on some of their packaging, and asked for a plaster - the assistant said certainly, dissapeared, then returned with a packet of plasters which she then proceeded to make my sister buy!
Is treatment like this usual? I would have expected a higher standard of customer care, and for them to have a first aider or at least a first aid kit. Ok, it was only a cut, but why the hell should she have to make a further purchase to rectify an injury an object in their shop had caused her?!

That sounds really mean, Levanna. I once scratched my face on a top I was trying on in Gap (a pin had been left in it). They were brilliant, dashed to get plasters, gave me the whole box & much, much better, they gave me the top for free! Just a pity I can't get into it post-pregnancy . Anyway, I think your sister should definitely write a stiff letter to head office, she should at least get some vouchers. Go on, name & shame!

I think your sister has a good case for complaint. She has you as a witness - you may both be on CCTV and you may have the receipt to prove that you were asked to pay for the plasters. Shouldn't any injury caused by the shop as a third party no matter how small be logged anyway, in case of comeback. And a first aider should have been called to check out the injury and to dress it. Just had another thought too, the store should have immediately removed any packaging your sister was near. Definately, a case for complaint for lack of customer care.

ok. firstly an accident form should've been filled in. The store (was it a food store?) should've have had a first aider attend if available, (and in reality there should be at least one first aider in store at any time, tho we all know this doesnt always seem to be the case). A first aid kit should've been available, this isnt just for staff, its for customers as well./ it should always be stocked up with essential items, whihc includes (blue) plasters. If the store hasnt got a first aid kit then i belive they are breaking helath and safety rules somewhere.

The packenging that your sister cut herself on should have been removed from the shelves, not least because there is a chance of infection from blood (not saying your sister has infections btw). the shop in question would have just failed its customer care tests they do. report them to head office or speak to a manager higher up!

write in with a formal complaint that is shocking...
pray tell who it was ????

Thanks for your replies. I called the manager of the shop today, and spoke with her about what had happened. She said there is an accidnet log book which should have been filled in, there is a first aid kit available for staff and customers alike and she was extremely apologetic and said she'd speak with the member of staff concerned and update her on customer care and accident procedures. My sister isn't interested in persuing it in any way shape or form, so this seems the best outcome for all - just hope they really do sort themselves out a bit, I dread to think what would happen if a serious accident occured there, if not!

glad to hear the manager was a bit more helpful than the member of staff and i got a feeling someone is due for a right good going at for the way she treated a customer

No, no, no!! this is definately not the norm. Think they need a reminder about health and safety policies and accident books!! Letter of complaint required ... gift vouchers are usually in the offering for something like this

No, no, no!! this is definately not the norm. Think they need a reminder about health and safety policies and accident books!! Letter of complaint required ... gift vouchers are usually in the offering for something like this