Smellmycheese's Blog

Letter of complaint

Posted on: December 8, 2011

I sent my first real letter of complaint today (well, email) and thought I would share it all with you. Usually I just bitch and moan on here so this is quite an achievement. Names have been changed for the purpose of this blog post (very clevery, I’m sure you’ll agree) but otherwise this is what I sent word for word.

To whom it may concern,

Hello. I have been using your Headingley store for many years now (although it has not always been a Bainsburys, the staff have remained mostly the same) on an almost daily basis (as it is two minutes from my work place) and in all the time I have been visiting I have had the same complete lack of any kind of customer service from one particular member of staff. This member of staff’s name tag was ‘Bangela’ yesterday (I haven’t bothered to check previously as it’s only just got to the point where I’ve really had enough and have decided to complain.) I assume this is therefore her name but I guess she could have been using someone else’s name tag.

Bangela will literally not speak to me when serving me. Not one word. I’ve tested on several occasions whether if I don’t say anything either, anything at all will be said. No, it won’t.

To paint a typical picture for you, I went in the store yesterday and the day previously and took my items to the cigarette kiosk where she served me. I placed said items on the counter. No ‘hello’, no smile, nothing. She then didn’t tell me the final amount, she just sort of looked at the till display. I gave her my money, she took it, gave me my change, and not a word was said throughout the whole transaction, no ‘thank you’, no ‘goodbye’, nothing. This was the case on both days and every time I’m served by her;  a bit like a very quiet Groundhog Day, if you will.

Now I know she CAN speak, as she finished her conversation about her son with her colleague before she started serving me in silence.

I also know this is not a one-off. Every time she serves me, which must total thirty times or more over the years, it is in complete silence and with a faint look of disgust on her face.

I don’t know this lady personally and have never done anything to offend her that I am aware off.

Whether she treats all customers like this or if it’s a personal vendetta, based on who knows what, I also don’t know. But I am pretty sure I have seen her say at least ‘thanks’ to other customers.

I’ve worked in bars, shops and supermarkets. It’s really not that hard to at least say hello and thanks. I don’t want a cuddle and a kiss, I don’t even want a conversation. I just don’t want to feel as though I might be invisible or as though I am a terrible person for attempting to purchase a packet of Bnack a Backs.

This lady makes shopping trips a bemusingly depressing experience and I am tired of it.

I’ve done nothing to deserve such ignorant treatment and neither have most other shoppers, if indeed they are receiving it. I can speak to the store manager as well but I have avoided doing so to date as I’m sure it will make future shopping trips even more unpleasant.

Please can you let me know what you are able to do to help me with this?

Thank you,

Leah.

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