My complaint:
I sent the following via your store feedback link on my receipt on the 7th June. To date (19th June), I have not had any response, not even an acknowledgement of receiving my complaint. I would like some form of response in order to know that my complaint is being taken seriously.
Can I first point out that this is a complaint about customer service. The complaint does not involve the person who served me initially.
On 7th June, I bought a pack of 10 A4 document wallets which were on a shelf with the price of 59p. At the till I was charged £1.99, I queried this and was directed to customer service. The person at the desk called someone to check the price. Another assistant went off and came back with a pack of A3 wallets quoting £1.99. The person at the desk and I pointed out that she had brought the wrong size, to this the assistant said there were no more on the shelf. I offered to go and show her. When we got there I showed the assistant that there were several of the same ones I had chosen and the price on the shelf was 59p. The assistant then gave a variety of reasons why the wallets I had chosen were not the same as the price on the shelf, including the incorrect product code and they weren’t transparent (this was proven incorrect on her part). I pointed out that this was misleading and I was unhappy with this. The assistant responded ‘You can be unhappy if you want but the price is wrong’. I replied that I did not like her attitude. I walked away deciding to get a refund and speak to the manager. I did go back to take a photo of the shelf price and met the assistant covering up the price on the shelf.
Back at the service desk I asked for a refund and asked to speak to the Manager. I was told by the person behind the desk, the manager who was just walking pass was ‘very busy’. I explained what had happened, the manager did apologise for the response of the assistant, regarding my being unhappy about the misleading information. However, throughout the conversation she repeatedly said she could not sell the item to me at 59p, if I wanted the item I would have to pay the price that came up on the till. This was not my main concern however, as I had decided to get a refund. My concern was the fact that there seemed to be no understanding of how misleading the incorrect pricing could be, furthermore correct me if I’m wrong but regardless of whether the price is incorrect, the customer pays the price advertised. Also there was no apology for the price being incorrect and worse of all, I was made to feel that I should not be making the query in the first place. I was left feeling that this store is not somewhere I will be visiting again.
Suggested solution:
Am not sure , but I know that as a customer I should not be made to feel that I cannot make complaint about something that I think is right or am unhappy about. I also feel that staff including management, should be made aware of purchasing laws and how to speak to customers.
