Last Thursday at lunch time, I visited Borders store in Bournemouth. Now I love Borders, I could spend hours in there but Thursday may just have changed my mindHaving made my choices, The Times, Word Magazine and a small Christmas present, I went to the counter to pay. My bill came to £10.19 and I only had a £20 note. So I gave the girl at the till a £20 note and a 20p piece so that she could give me a £10 note and a penny.
She had another plan and gave me a penny! So I said "Sorry but I gave you a £20 note". "Did you?" she replied, "I don't remember". Now this is a transaction that happened only 20 seconds earlier and her job is to take the correct money in exchange for goods! So not very good at her job and no memory!
She went to her senior colleague and explained my request. He came over and said "Sorry about this but I'll just need to check the till, I won't be long" where upon he printed a journal roll and then in front of the queue, lifted the whole cash tray out and disappeared, into the back of the store, leaving me standing at the counter, in my lunch hour for 10 minutes.
When he reappeared, he placed the till back on the counter and with a face looking like a cat handling it's owner a dead mouse, said "there you go sir" as he handed me the £10 note I should have had 10 minutes earlier.
Now here's the real clincher...he them returned to his till without any further comment. No "I'm really sorry sir, but we do have to check the till and I'm really sorry for my colleagues mistake here's your £10 and have this discount voucher for the inconvenience", no just walked off!
Now firstly, what ever happened to trust or the customer is always right? But far more importantly, why no apology??? It draws the conclusion that no customer is important, just the money in the till.
Unbelievable!!!!!
1 comment:
You know this sounds all too familiar to me don't you?
Go higher up the chain of command in Borders and complain again. You'll get that 'apology voucher' before you know it.
CR it my friend, CR it!
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