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customer service

Complaint Rating:  60 % with 5 votes
60% 5
Contact information:
North London Road
Coventry, England, West Midlands
United Kingdom
This is in regard to a formal complaint I wish to make which occurred at an ASDA store in Coventry to one of the colleagues working at customer service showing an unprofessional manor and making a customer feel uncomfortable with no explanatory reason. It made it an unhappy shopping experience at the store. The person’s name I engaged with was Carol, who claimed to be the Duty manger of the store on 02 August 2010 for the evening shift.

I came to store with my parents who needed to purchase some food at around 9pm on 02 August 2010. After shopping we went to self check out to pay for the items which came to a total of ten pounds. My parents did not have the exact amount due to only having fifty pound notes which were exchanged from a bank before coming into the UK due to a visit. As we tried to finish the transaction through the self-service machine it seemed it would not take the fifty pound note due to size. As the alternative I paid on behalf of my parents using me debit card. Knowing that my parents would come again to shop I wanted to do the most logical thing and get change for a fifty pound note from customer service.

A staff named Carol served me at the time and I requested to have some change for a fifty pound note. Carol simply said no and to my surprise, it led me to question it. Being curious, I wanted to know the reason behind it and Carol responded in a very orthodox approach as if she did not even have the time to explain and simply replied ‘Yes’ and left it vaguely at that. No doubt in my mind I wanted to question it as it seemed like a hole was left from Carol’s response so I asked if a policy stated a reason for this. To my surprise she ignored my question and continued what she was doing, counting cash with another colleague. Then I decided to buy something so I would be offered the change. At that moment to my surprise again, Carol turned her face around and said “I will not sell it to you.” I asked “Why? Do you have a policy that customers cannot buy a product with £50 note?” She continued to ignore me and continue what she was doing. As no reason was placed to her action and she continued to deal with me as if she was obliged to give me a yes or no answer without justification it made things very uncomfortable for me as I felt like I was being completely violated over something I did which was completely wrong with no explanation whatsoever. The conversation expanded into an argument as Carol was not being specific with her reason but continued to state that she would not sell me the product because I originally wanted to have change. This is her assumption and the point is not that she is right or wrong but that she was quick to justify her own act. In the end it’s the manner of being treated like a shadow from a member of staff. No kindness in her tone of voice and no interest from the beginning to serve a customer to a level of commitment. Being a regular ASDA customer, I was extremely upset and felt that situation was not professional. More importantly, Carol’s attitude and the way she talked to me had made me extremely uncomfortable and upset. To think that a matter of this nature would upset me and leave me thinking of the whole situation for the rest of day in frustration.

During the conversation I asked her what her surname is so that I could make a complaint to the store manager. However, she refused to do that. She did not intend to help and explain to me in any details or a procedure which to follow to leave an official complaint. In the end I asked her for someone who was higher than her in position as I wanted to make it an official complaint. Carol wrote down her manager named Richard Seabrook. The next day at around 1.30pm I called Richard Seabrook and explained what happened. Richard did try to help me understand the behaviour of Carol and the policy but I felt that I had only his word to take for it. It sounds a little childish on my part but having felt totally ignored from a store assistant raises this level of frustrated comfort. Nothing was logged down nor recorded onto the system and that made me feel as if the situation was dealt with minimum effort.
Complaint comments Comments (12)    Updated: Complaint country United Kingdom Complaint category Food


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N  20th of Sep, 2009 by    0 Votes
I purchased some reduced items from Asda in Birmingham Small Heath. when I returned home the yoghurt's had exploded in my bag and the reduced meat was completely off. I called Customer service who said I could return the items for a full refund in my nearest store in Perry Barr. After waiting 30 min to speak to the manager mr sullivan, he was extremely rude he shouted at me in front of staff and customers. He Said "you can not have a refund as it will come out of my stores expenses, "go to another store. Its not my problem the fridges are broken in the other store and the food went off". I will not help you, its not my problem customer services told you to come here" . I left the store very upset and called customer services who said they would send me a gift voucher to cover the cost of the food and inconvenience, He told me to throw away my gone off food as he would deal with the refund for me.Two weeks later after many calls to customer service I find out the gift voucher was never sent and that because notes were not logged properly and the call was not recorded i will not get a refund unless the person that took the call can remember me when he returns to work in two weeks time. This is the worse customer service I have every experienced and i will never step foot in Asda again. What happened to their policy (if your not 100% happy we will refund you) another lie from Asda.
A  13th of Dec, 2010 by    +1 Votes
I have also had a problem with an asda worker. She made an attempt to move in front of me whilst I was in line at the media checkout. She commented that she had been their before I had arrived. I complained about her attitude and unprofessional rude manner. The incident was recorded on cctv and my complaint was verified.
I have yet to recieve a written apology/response from the manager.
N  10th of Mar, 2011 by    0 Votes
never had a problem with the asda store i use in plymouth staff are always very polite and helpful and whenever i have needed to find something in the store they will leave what they are doing and take to the right place or if they dont know they will find out.
N  10th of Mar, 2011 by    0 Votes
i have used asda for many years but recently bought asda own brand large bottle of orange cordial, after about a week it seemed to go very thick and cloudy i threw it down the sink as i was not going to asda for a few days but now i wish i had taken it back and complained
N  27th of Oct, 2011 by    0 Votes
if the transaction wasn't final, the till won't issue a receipt,
D  27th of Oct, 2011 by    0 Votes
you sound like a 5yr old kid
N  8th of Jan, 2012 by    0 Votes
I am a regular shopper at the Edmonton Green Asda Store also i shop on line, i was very disappointed as to the way one of the staff approached me today in the store. On a few occasions that i have been in the store and it has been very busy and short staffed, i have been told by a member of staff to scan my parking ticket by myself on there machines, but today on scanning my ticket by myself i was very very rudely spoken to by one of the staff, while she was seeing to another customer she spoke to me in a very rude manor and said to me ' do you work here' as if to say ' do you work here and you have scanned your own ticket ' when i told her there was no need for her to speak to me with such rudeness she still asked me the same question, she then made me angry and i also responded in an angry manner and we continued to argue with each other till security intervened and ended the argument
N  11th of Mar, 2015 by    0 Votes
I am very dissapointed that a fabric sofftener is not being sold in any asda and tescos store i use buy 4 lots per week and now cant get it i would like a reason why it has been stopped.
N  11th of Apr, 2015 by    0 Votes
I don't like the company not goo service
N  22nd of Apr, 2015 by    0 Votes
Staff & security guard very rude, accused of stealing when had receipt for items, pointing shouting in front off other customers.
N  4th of Mar, 2016 by    0 Votes
Spent 170.92p on shopping at asda. When delivered and put away 7 items missing all most expensive meat items where missing. Rang asda approx 5.30 pm and told them.went there all details someone was Kent to ring back they never did so 9.30pm I rang again had to go through all again to not even get apology and fobbed off still waiting to know wistful plan. No phone call just sat waiting.
N  16th of May, 2016 by    0 Votes
Went in to asdas brynmawr and went up to the customer service counter for some electric and the staff member just looked at me and carried on with her personal call to her husband stood there for 3 mins before I walked off in disgust as she was still on phone and looked and me and said nothing not even I will be there soon not a word terrible service

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