Advice on how to deal with poor customer service

meer53

This is Primark. Not Harvey Nichols.

I think you're overreacting, i think £75 is an acceptable result for your "poor customer service"

aqua111

You are lucky JoAnn!
My Son was stopped in Morrison's and told by Security that the nearby Co-Op had warned them that they had caught him shoplifting several times.
He refused to have his bag searched and asked them to send for Police to search it but they refused.
He has never been in any Co-Op anywhere.
When he reached home he rang the Co-Op and the Manager was amazed and had no contact at all with Morrison's.
He rang Morrison's Head Office who said they would investigate and ring back.
They did not ring back and as my Son has not been well, he did not follow up with Head Office.

aqua111

Shame on you Morrison's Bacup.

s_b

so to summarize
no wonder its safer to shop online
ive said before that the coop practice of not automatically giving receipts leaves each and every customer open to the charge of theft if you cant prove you paid for everything

cajef

joAnn wrote: »

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!

So how much more compensation/money do you think it is going to take to get you back into their shop?

Takeaway_Addict

joAnn wrote: »

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??

You are the only person letting this affect you now, as has been mentioned just move on and let your daughter do what she wishes in terms of where to buy clothes from.

bluenoseam

I'll be honest, I have a hard time believing that people are so thin skinned that they don't realise this is part of working in a retail establishment. If security get stuff like this they get grief from management, thus making it more difficult for them to do their JOB.

I think you've been offered more than generous "compensation" for your "hassle" - it's significantly more than you'd have got from me. There was suspicion, turned out that suspicion was misplaced, but until such time as shoplifters announce their intent to steal on entry this is just the way it's going to have to be.

meer53

I shop in Primark with my teenage daughter too, if i carried on like this, she'd be sooo embarrassed, think of your daughter, let it go, move on.

fairy_lights

I got stopped by security in a busy Tesco carpark once because I'd set the alarm off. Turned out the checkout operater had forgotten to remove the tag from a jar of manuka honey I'd bought. It was embarrassing, but I got an apology and had a bit of a chuckle about it with the security guard and then carried on with my day. It happens.
You got an apology AND £75 out of it! I'd say that's a pretty good deal.

bod1467

Perhaps HE used to work at WH, recognised you from there and got confused?