I am writing to complain about an experience my son and I had at the Waitrose Store in...

GetHuman2043390's customer service issue with Waitrose from January 2019

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The issue in GetHuman2043390's own words
I am writing to complain about an experience my son and I had at the Waitrose Store in Saffron Walden on Friday the **th of January at around *:** pm. Both of us were at the cashier and my son as always tried to help me with the packing of the goods as well as with finding the Waitrose voucher I have in my purse etc. Among our products were * bottles of wine. The lady at the cashier saw very clearly that I was the adult making the purchase. She also saw my son helping me with the packing and presenting the voucher. He handed the voucher to the cashier while I was getting my payment card ready and she sharply replied: "Excuse me, who is doing the transaction here?" (I think it was clear that we were together, I was the paying adult and he was just assisting). I was paying!!!!! - not him. She then said: "How old are you?" My son replied: Why do you need to know this. And she replied: "Because of the alcohol". My son is ** years old, so it should not be a problem regarding age and alcohol anyway, but it is the way she looked at us suspiciously. *And I wonder why? **We have done this many times in the past at other Waitrose Stores and it never was a problem and we are treated well. This lady clearly doubted that a young half Asian looking man could be my son. I am German and my husband is Japanese - hence he is half Asian and looks different!!!!! **I feel there is some discrimination going on here and I am unhappy about it. Brexit Britain is very divisive at the moment anyway and I feel that your staff should be trained better. In this incidence there was no problem with the ID and alcohol since I was paying, he was simply handing the voucher to her. We are a team and will always be. This should be no problem at a Waitrose Store or any other store. **Another issue I experienced on the same day was the very confusing labelling of products in this store. In a small corner of the shop there were some Christmas Goods like bubble bath and hand wash items. There were big signs on the shelf "** per cent reduction". I took one hand wash and asked at the cashier how much it was. It came up with * pounds, which is the original price. I asked why it was in this section of reduced items. The lady replied, that she does not understand it and found it too pricy for a seasonal product as well. She then asked another member of staff to help. It turns out that the product came up as "not sold in this store", which is also confusing. We went to the aisle and looked at the display with all the red signs ** per cent reductions. Again, she looked into her handheld device and found that the product is * pounds. She said, if you want it you have to pay * pounds.*I find this not very professional. A seasonal CHRISTMAS product clearly put in the wrong shelf and Waitrose cannot even make a concession. I would have been willing to buy quite a few of them. However, it put me off, because there was no willingness to explain, apologise or solve the problem. I also find this poor. *So altogether we had not such a great Waitrose experience on Friday. *With regards,**Barbara Odrich
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Waitrose

Customer service issue
Reported by GetHuman2043390
Jan 26th, 2019 - 3 mons ago
I have an issue with Waitrose too
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GetHuman2043390 started working on this issue
Jan 26th 12:18pm