My wife and I are regular customers of Waitrose, Cowbridge and have shopped there exclu...

GetHuman1968787's customer service issue with Waitrose from January 2019

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The issue in GetHuman1968787's own words
My wife and I are regular customers of Waitrose, Cowbridge and have shopped there exclusively since it opened. Our weekly grocery bill averages at £****. Several weeks prior to Christmas we shopped at the store using Quick Scan as usual. The scanner kept resetting itself and a small timer showed a number of times making me unsure about several items as to whether they had scanned properly. At the checkout we were asked to re scan at a till. I placed the items which didn't scan separately for the young male cashier and advised him. He said that it didn't matter as everything just gets re scanned. He ignored my question regarding how the suspect items would be dealt with and identified and rushed through the scanning process, I assume because the store was very busy. The next shop at this store by my wife also resulted in a re scan. My wife complained to a manager called Sarah who said there were discrepancies in our previous shop which resulted in the re scan she advised buying just a few items on the next shop. When told that the discrepancy was probably the items I had identified to the male cashier Sarah was indifferent and uninterested in my wife's distress at this embarrassing incident. On returning home my wife examined the receipt to find that the cashier had scanned a cooked chicken twice on the re scan. We advised the store by telephone to be told that we would be refunded on our next visit. We complained again on that visit that we had been inconvenienced but were met again by indifference. Due to the paranoia and embarrassment of regularly being hauled off for re scanning, we used the standard checkouts and not the Quick scan on our next couple of shops. Last week as the store was busy, we again used the Quick scan and were entirely depressed to have another re scan. The male cashier was advised of the history as above and I asked him at the end of scanning whether the re scan was identical to our Quick scan shop, he said it was. Today, we again had a re scan required on a shop of £**** On this occasion the female member of staff listened carefully to our previous experience. She advised that on our first incident, the cashier should have identified the unscanned items and processed them first and separately and may have made an error due to the confusion. She advised that on the previous shop the cashier would not have been able to know that the re scan tallied with our scan. Someone is wrong on this information. We fully understand and agree with the need for re scanning and the need to protect your business, but what used to be a pleasant experience is now becoming an ordeal and highly inconvenient. I would be grateful if you could arrange for this matter to be investigated and advise me of the outcome. *Regards,*Bruce Clarke
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Waitrose

Customer service issue
Reported by GetHuman1968787
Jan 15th, 2019 - a mon ago
I have an issue with Waitrose too
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Seen by 2 customers so far
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GetHuman1968787 started working on this issue
Jan 15th 2:16pm
GetHuman1968787 shared this issue with your circles on Google+
Jan 15th 2:22pm
GetHuman1968787 shared this issue with others over email
Jan 15th 2:23pm