My complaint:
I presented 2X E10 discount coupons to redeem against my shopping at 20.25 hrs on June 4th to a very nice lady who said the first one registered but not the 2nd one, She asked if someone had used it or if I had downloaded the Dunnes app recently. I pointed out that if it had been taken for discount purposes it would not be in my possession. She called on manager, Denis for assistance. He said it was invalid and he could do nothing about it and that if it was a technical issue it was too late to do anythng about it now. I said it was a valid voucher which had been attached to the other voucher and I wasn’t accepting what he said and I would contact Joe Duffy tomorrow if I had to that it wasn’t my intention to be confrontational but I knew I was right about the validity of the voucher. He said: ‘Well it certainly looks like you are being confrontational’ – which I feel was a very unprofessional thing to say. He went to see if another voucher was available in the store and said a staff-member had ‘very kindly’ offered to give her voucher but would have to be recompensed with my ‘faulty’ one whenever it would be sorted out. I photographed my ‘good’ voucher and asked to copy the ‘faulty’ one and he pulled it from me and said I could not do this! When the lady scanned it a 2nd time it scanned perfectly. Denis, manager made no apology or acknowlegement for the upset he caused me or the delay while all this was happening. The lady apologised which I wholly accepted but I left the store feeling upset and disrespected by an agent with a bad customer-service attitude. I’ve worked in customer service for 37 years and I would rate this ‘service’ very badly.
Suggested solution:
Apologise for disrespectful and defensive attitude to a loyal customer who was treated as though she doesn't deserve to be treated with dignity. Denis showed no empathy for the inconvenience caused to me and my husband - only hostile defensiveness - and made no apology. my voucher was a valid one so I DID NOTHING TO WARRANT THIS UNPROFESSIONAL TREATMENT. When I tried to read his name badge he turned to block my view
