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Advice on how to deal with poor customer service
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joAnn
Posts: 82 Forumite


Hi,
I was wrongfully stopped by security guards at a Primark store on suspicion of shoplifting. The guards made me feel like a criminal and I was very traumatised, embarrassed and humiliated by the way I was treated and submitted a complaint to Primark's head office. I was not satisfied with the response as they basically fobbed me off and dismissed me with a 25 goodwill gift voucher. They spelt my name wrong, got many details of the incident incorrect which makes me think it wasn't investigated as carefully as they said it was, did not apologise directly and even went on to say it was nothing to do with them, as the security in the store is contracted out. I have written back to them to express my dissatisfaction about how it was dealt with and returned the gift vouchers as I felt they are an insult and I was not made to feel like my customer loyalty is important or that there is any acknowledgement of how the whole experience has affected me. I actually feel really uncomfortable when I'm shopping now and almost like I should walk with my hands up!
The security firm also wrote to me and sent me 50 of vouchers and initially sent me a less so, but never the less dismissive letter. I also returned their vouchers as I wasn't happy they had investigated the matter properly. They have since spoken to me on the phone and agreed that stop was illegal and correct procedure was not followed. They outlined how the guards would be subject to retraining and a disciplinary, offered a sincere apology and outlined how the incident was investigated and appear to have acknowledged some of my suggestions and points.
Primark on the other hand, have not responded to my subsequent letters. I called customer services recently to find out a name to whom I could escalate my complaint. I was put through to a manager and promised an email, but received nothing.
I would still like to escalate my complaint as I believe Primark are responsible for their contractors and should take more interest in how their customers are dealt with by those they employ. I pay my money to Primark and I am not satisfied. I want them to understand how such an incident could have affected my teenage daughter if that was her, or an elderly person who is less able to cope with such treatment. I would now like to add that their customer care does not make me feel valued, welcome or my points listened to. It's now a matter of pride and principal that the big boys can't get away with shoddy customer treatment. I have not set foot in there since.
Any advice on how I can take this further please??
I was wrongfully stopped by security guards at a Primark store on suspicion of shoplifting. The guards made me feel like a criminal and I was very traumatised, embarrassed and humiliated by the way I was treated and submitted a complaint to Primark's head office. I was not satisfied with the response as they basically fobbed me off and dismissed me with a 25 goodwill gift voucher. They spelt my name wrong, got many details of the incident incorrect which makes me think it wasn't investigated as carefully as they said it was, did not apologise directly and even went on to say it was nothing to do with them, as the security in the store is contracted out. I have written back to them to express my dissatisfaction about how it was dealt with and returned the gift vouchers as I felt they are an insult and I was not made to feel like my customer loyalty is important or that there is any acknowledgement of how the whole experience has affected me. I actually feel really uncomfortable when I'm shopping now and almost like I should walk with my hands up!
The security firm also wrote to me and sent me 50 of vouchers and initially sent me a less so, but never the less dismissive letter. I also returned their vouchers as I wasn't happy they had investigated the matter properly. They have since spoken to me on the phone and agreed that stop was illegal and correct procedure was not followed. They outlined how the guards would be subject to retraining and a disciplinary, offered a sincere apology and outlined how the incident was investigated and appear to have acknowledged some of my suggestions and points.
Primark on the other hand, have not responded to my subsequent letters. I called customer services recently to find out a name to whom I could escalate my complaint. I was put through to a manager and promised an email, but received nothing.
I would still like to escalate my complaint as I believe Primark are responsible for their contractors and should take more interest in how their customers are dealt with by those they employ. I pay my money to Primark and I am not satisfied. I want them to understand how such an incident could have affected my teenage daughter if that was her, or an elderly person who is less able to cope with such treatment. I would now like to add that their customer care does not make me feel valued, welcome or my points listened to. It's now a matter of pride and principal that the big boys can't get away with shoddy customer treatment. I have not set foot in there since.
Any advice on how I can take this further please??
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Comments
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What is it that you want from Primark and/or the security firm?0
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I would like a more sincere apology from primark and for their correspondence to reflect that they care about what happens to their customers whilst Spending money on their premises. The tone of their letters is dismissive and I have been made feel like a nuisance, which I want rectified. I feel the £25 gift voucher was an insult and it's going to take a lot more than that to welcome me back to their shop!0
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Escalate it to whom ?
Look it happend, just move on.
Were you in anyway acting oddly when in the shop ?0 -
If you've already written a complaint to their head office, there isn't really anywhere else to escalate it to. There is no law regarding standards of customer service.
If you still feel strongly about it, then just don't shop there anymore. I would never shop in any place where I felt uncomfortable.0 -
No, I was stopped because surveillance camera operator saw me take something out of my pocket and put it into my handbag. Correct procedure was not followed to justify stopping me.
I am keen to escalate it as I do not believe it has been taken on board by primark. Most retail giants show respect and concern for their customers. Primark don't even know the name of this company. They have contracted their Security to such an incompetent bunch. This can't happen again. The guards who stopped me were unpleasant, intimidating and treated me like a criminal, as I said someone like my young daughter or an elderly person may have been traumatised by this approach. It might not be the most classy or sophisticated place to shop, but that doesn't mean we should put up with shoddy treatment.0 -
I don't! But my daughter wants to and I won't let her until I feel satisfied.
Sometimes you just have to let things go.
You got £25 and an apology. SORRY you actually got £75!!
Initially you said you were traumatised, now you weren't, but could have been if you were elderly or young. Which one? Traumatised is a pretty strong word for being stopped in a shop. Humiliated and embarrassed? Maybe a bit, so you get £75! Hurray.
Theyre not responding because they havent got time for you. They said sorry, however they did it, and you got £75 total. You are expecting far too much.
Stop letting it impact your life and your daughters life. If she wants to shop there, go for a coffee or wait outside while she browses.0 -
Open up an offshore bank account like Cameron's father in readiness for the windfall soon to come. I'd go for a thousand times that measly amount. That'll teach them.“Learn from the mistakes of others. You can never live long enough to make them all yourself.”
― Groucho Marx0 -
My advice is to not go there again.
That'll show 'em.0
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