Express queues

<p>I frequently visit your store and is generally very happy, however not always. Just yesterday I was in your shop and bought 4 items, so I stood in the queue for 10 items or less. I noticed several other customers with way more than 10 items, one lady with an entire trolley of goods. I decided to wait it out to see what happens when they reach the tills and to my dismay they were simply helped and paid for their goods as if in the normal queue. I myself stood more than 40 minutes in the queue, gauging the time it should take to help the 15 odd customers in the line based on each having 10 items or less. When I eventually reached the tills I asked the lady why she allows people with full trolleys to pay at the express tills with signs limiting items to only 10. At that time the till still displayed the amount of items of the previous customer and it was way more than 10. She answered that she has to serve the customers otherwise management will be onto her and customers will be rude to her. This is not acceptable to me. If you have express tills, stick to your own rules or remove the express tills. I did complain with the manager but left at the same time as I had other commitments. If your tills have the ability to display the amount of items, why not program the express tills to only be able to process 10 items or less. Customers will quickly learn that they cannot be helped there with more than 10 items, or as alternative, do away with the express till all together. Very dissapointed to be expected of to wait in a 10 item queue for ages while those who disregard the rules are attended to.</p>