Poor customer service

I visited your branch in Greenstone Hill on 4th November and I received the most appalling service ever. Please excuse me for using race/appearance to describe staff as they did not have on visible name tags.

I was browsing through the nail clipper section and my two year old was assisting me to push the trolley.

Whilst I was browsing, he was taking random items and placing it into our trolley and some items fell on to the shelf of the partition. I was watching him to make sure he wasn’t being unduly rough or damaging any products.

A very rude Indian lady (she was manning the perfume counter) came over and told me to please watch my child as he was upsetting everything. He’s two years old, he could only reach like three rows of products.

Firstly, that was an exaggeration because few of the items were either in my trolley or on the actual partition and I had every intention of resetting the products once I was done which I said to her whilst apologizing to her.

She then glared at me and my child before stepping back and watching us. She stood for a bit and then went back to her pregnant colleague. They both sat there, glaring at us, mumbling away.

I then asked them if there was a problem to which the Indian lady says; please watch your child, he is opening our products. Second exaggeration! He had a box in his hand, it was nowhere near open and so I put it in its place. I reminded her that I’m the client and that I didn’t appreciate her tone or mannerism and her attitude towards me and my child to which she said that there’s a limit? Not sure what she meant by that. At that point, I did not feel like a customer but a naught child?

Her manner was condescending and belliegerent.

I replaced everything that my child upset and as I passed by her counter I advised her and her colleague how upsetting their behavior was and that they had no customer service ethics.

The pregnant lady continued glaring at me without saying anything and the other lady just said ok?

No apology, no acknowledgment of me as a customer?

I flagged down a store manager, Reinhard/Reinark, (apologies for the spelling) and gave him a brief version of what happened. My fault, I probably should have been more forthcoming with info but at this point my morning was ruined and I was a little emotional not to mention humiliated. He gave me a weird look (again, no apology) and asked me who the ladies were and then said he would talk to them.

He made his way to them and that was the last I saw of him. No feedback, no apology, and again no acknowledgement of me as a client with an issue.

Utterly disappointing and whilst I accept my child was wrong I don’t believe it warranted the the attitude and snarky comments made. All the items he moved were reset by myself, he didn’t destroy signage or products? Yet he was treated like some pest that needed to be destroyed.

Please stress the importance of good customer service to your staff as this is one store I never wish to visit again.