(My local hardware store sells rope by the metre. You pull off however much you need and cut it with a device bolted to the shelf, something like heavy-duty scissors. Unfortunately, they never seem to work and I always have to ask staff to cut it. I have been a regular here for over two years.)
Me: “Hi. Is there a shift manager or someone I can speak to? I have a complaint.”
Cashier: “Sure, one second.” *on tannoy* “Duty manager to customer service, duty manager to customer service.”
(A young man my age appears. I read his name tag.)
Me: “Hi, [Duty Manager], I’m [My Name]. You see the lengths of rope charged per metre in aisle—”
Duty Manager: “Yeah, those?”
Me: “Every time I try and buy some rope, which I’ve done about six times, the scissors on the shelf—”
Duty Manager: “You need a staff member.”
Me: “I figured. What I was going to say was, there never seems to be a blade in those scissors and—”
Duty Manager: “Health and safety; no sharp objects on the shop floor. Do you need rope cut?”
Me: “No, I’ve already—”
Duty Manager: “So, we’re good here?”
Me: “Look, no offence, mate but can I please explain my perspective as the customer without being interrupted?”
Duty Manager: “I know what you’re going to say.”
Me: “No, you don’t, but even if you did, I am the customer. You should listen to what I have to say.”
Employee #2: *to me* “Excuse me, sir.” *to the duty manager* “Hey, [Duty Manager], can I ask…” *asks a simple question*
(The duty manager supplies a one-line answer.)
Employee #2: *to me* “Apologies, sir.”
Me: “So, as I was saying: the fact that the rope obviously needs to be cut, the scissors are there, but never have blades—”
Duty Manager: “Like I said, health and safety.”
Me: “Could you please stop interrupting me?”
Duty Manager: “I’m getting to the point.”
Me: “Whatever. If the scissors aren’t going to be there, they shouldn’t be there in the first place. Why don’t you have a sign for—”
Duty Manager: “We haven’t put one up yet. Is there anything else?”
Me: “Can I speak to somebody else, please?”
Duty Manager: “No, I am the duty manager. Why are you being aggressive?”
(Bear in mind, this conversation happens in full view of customers at the main entrance.)
Me: “Huh? Look, mate, no offence, but I’m not happy with your attitude and how you are handling my complaint.”
Duty Manager: “I’m getting to the point. Stop being aggressive.”
Me: “Aggressive? That’s a serious allegation to make against a customer with a legitimate complaint. On what grounds do you feel that I am being aggressive? Have I raised my voice?”
Duty Manager: “It’s case closed. If you want rope cut, ask a staff member.”
(A young female sales assistant, [Employee #3], is waiting to speak to the duty manager.)
Me: *to [Employee #3]* “Excuse me, miss, could I ask you to—”
Duty Manager: “I outrank her.”
Me: “I’m aware of that. I would like her to listen to our conversation as a witness.”
Duty Manager: “It’s best if you—”
Me: “Listen to me very, very carefully. Do you think this is an appropriate way to speak to anyone?”
Duty Manager: “I’ve told you how it—”
Me: “You know other customers, and your employees, can hear this, right? We’re at the main entrance of the warehouse.”
Duty Manager: “If you want rope cut, ask—”
Me: “I would like to speak to your manager, please.”
Duty Manager: “I’m the manager.”
Me: “I am sure that in a national chain, someone earns more than you do. Who do I complain to about you?”
Duty Manager: “Customer services.”
Me: “I want the contact details for the branch manager, or failing that, area manager.”
Duty Manager: “I don’t have to give you anything.”
(I’m not getting anywhere, and I give up. Two days later, I’m back. I ask for a “popular manager.”)
Me: “Hey, no offence, mate, but one of your managers gave me a truckload of attitude on Friday. Can I speak to somebody really high up?”
Employee #4: “You can speak to [Employee #5]. He isn’t exactly a manager, though.”
Employee #6: “Is this about [Duty Manager]?”
Me: “You heard about this?”
Employee #6: “Oh, yes, we all did.”
Me: “Manager or not, I want someone trustworthy enough that when they pass on my complaint, I will be believed.”
Employee #6: “Senior management will definitely listen, no matter your complaint. I’ll call them down.”
(A man aged about twenty-one appears.)
Employee #7: “Hello, Mr. [My Surname]. Would you like a coffee? I’ll take your details and email it in full to the branch manager.”
(He spent fifteen minutes taking my complaint in full, while I drank a cappuccino. Patience of a saint. A day later, I got a phone call back from the branch manager. He said he would use the incident as a “learning point.” That guy is still on the duty manager roster. He is still the manager of his department, working every day I am in the store. The staff suspect he won’t be there much longer.)
