I have visited one of your stores today, specifically, **-** Camden Rd, Camden Town, Lo...

GetHuman-kuveit's Complaint issue with Sainsbury's from March 2021

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The issue in GetHuman-kuveit's own words
I have visited one of your stores today, specifically, **-** Camden Rd, Camden Town, London NW* *LJ and was simply appalled by what I had to experience. **At the self-check out area, when I finished scanning all my items, I soon realised that one of the discounted products got scanned full price as opposed to the reduced price. Well, I thought not to worry and just ask and wait for some assistance from a member of staff. I was literally standing there with my hand up for, I am not joking here, ** minutes alongside other customers, who were also waiting for assistance and no one, literally no one was there to be seen. I am sorry, but this is a superstore and there are at least ** self-checkout machines and I could barely see * people working there in the area? One of the members of staff (male), seemed to have vanished in a distance and the other member of staff (female) was simply ignoring me as well as she was doing so to the other shoppers for quite some time. **My issue here is not that I had to wait for ages to get my shopping done, but what happened afterwards. Before I begin, I have nothing to say about the other guy, who disappeared in a distance, as I may assume that he was new there, so let it be, as he might have been feeling pressured because today is the New Year's Eve and so the store is particularly busy. However, one can wonder why at this busy time of the year, only * members of staff were on duty..**Now, as soon as the lady (didn't take her name, but she seems to be in her late **s, black and not too tall, short black hair), came over to assist me and before I said anything at all, she immediately cut me off with her loud voice before I had a chance to explain myself. She was yelling at me in a passive*aggressive manner for no reason and she was trying to make me feel embarrassed or ashamed as if, who am I to have this right to ask for her help. I mean, logically speaking, this is her entire job, isn't it? To look after the tills and help out the customers when they need help? I could not believe what happened next. As soon as she started scanning my items, she kept rushing through the ones I had already scanned, then she scanned the ones with the yellow labels on (reduced), cancelled them all (* in total), then scanned them again, tried to take off the barcodes, put them aside, accused me of trying to STEAL in front of other customers (the self-checkout was on the side corner, close to the queue) and complained about me 'how in the **** I messed this up'. While she was throwing my items back and forth and loudly speaking about it and most importantly, NOT LISTENING to me! Believe me when I say it.. I tried my best to explain to her that one of the items that I have scanned (not ALL of them) was not the same price, but she gave up on me in a sec and kept doing some strange things one can only understand.. however it was clear to me that she was clearly incapable of doing her job. That is, it should not be so hard to actually listen to the client and then try to address the problem professionally. Also, even though I was wearing a face mask, I kept my distance all the time. However, she once again shouted at me and told me to keep distance from her while she was so 'desperately' trying to help me. I mean she clearly didn't like me, whether that is my skin colour, my age, ethnicity or that she was having a bad day. None of this matters in the end, because she was not doing her job right. So, my experience with this store is one of the worst I have ever had. I am not going there ever in my life and certainly not to be degraded and humiliated. To get such a treatment, while I have done nothing wrong and being accused of it, is simply revolting. **Therefore, I am asking you to investigate this incident immediately because this should not go unnoticed and the manager of the store should carefully consider taking appropriate action by arranging a meeting and giving her some training at the very least. Or, consider taking some disciplinary action. Myself, I worked for many stores as an adviser and I know what the good customer service really is like. What I have experienced today is horrendous and it is a borderline aggressive and intimidating activity. **I am a disabled person on top of this, so this person made me feel really stressed out and anxious because she made me feel unwelcomed and acted extremely unprofessionally. **Also, I never tend to write complaints of this nature because it is a huge effort, however I had to speak up in this case as this is simply outrageous. **Finally, I demand you to update me on what action you are going to take to address the matter with the person in question and the timeframe of it. I am also asking you to compensate me for the bad experience that I had in this store and explain how you are going to do this in a clear and decisive manner.**If this helps, the barcode number is: **********************. It shows her attempts to scan*cancel*add items a number of times.

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Sainsbury's

Complaint issue
Reported by GetHuman-kuveit
Mar 25th, 2021 - 2 months ago
Not resolved
Seen by 10 customers so far
Similar issue to 437 others
0 customers following this

Timeline

GetHuman-kuveit started working on this issue
Mar 25th 12:27pm