Advice on how to deal with poor customer service

hollydays

The five step procedure is called S.C.O.N.E. , and they did fail to follow it.

Stevie_Palimo

hollydays wrote: »

The five step procedure is called S.C.O.N.E. , and they did fail to follow it.

The OP was in Primark and not the bakers.

hollydays

Hoof_Hearted wrote: »

As an honest person, I would be furious to be accused of something like this. I quite understand the OP's anger. I guess if I was stopped unjustifiably I would be as difficult as possible. These people have no right to search you and I would insist on the police being called. I, too, would expect a grovelling apology at the very least.

And this whole thing could have been halted at the door if the guards had explained what they thought the op had done, and she could have been given the opportunity to explain their mistake.

pendragon_arther

daytona0 wrote: »

I got barred from a Betfred store once :rotfl: I walked in and this creepy !!! manager walks up to me and says "You used to work here" - umm no I didn't! Then he proceeds to tell me that I must leave the shop because ex employees are not allowed to bet there!!!

I decided to go 3 shops down to the William Hill store. Ironically, THEY were my ex employer and all of the staff knew me from my time there! No problems whatsoever!

Conclusion: You just get this random bullplop occasionally! It can vary from person to person and company to company (but mainly more of a person thing!). There are two options to deal with it; 1. Complain and get a bit of a goodwill without going into psycho mode (like you've done) or 2. Just go somewhere else! Sod em.

Did you win?

joAnn

hollydays wrote: »

And this whole thing could have been halted at the door if the guards had explained what they thought the op had done, and she could have been given the opportunity to explain their mistake.

My point exactly!

lincroft1710

joAnn wrote: »

it's about making sure this doesn't happen to anyone else In future

Which is not within your powers. All you can reasonably do is complain to the security company about the errors in their procedure(s).

Pollycat

lincroft1710 wrote: »

Which is not within your powers. All you can reasonably do is complain to the security company about the errors in their procedure(s).

I think the OP is OK about how the security firm responded in the end.
It seems to be Primark who have not responded to her satisfaction.

joAnn wrote: »

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??

lincroft1710

Pollycat wrote: »

I think the OP is OK about how the security firm responded in the end.
It seems to be Primark who have not responded to her satisfaction.

But the post i took the quote from was all about how she was stopped and taken back to the store and searched, which surely would have been carried out by the security company.

My primary point remains that the OP cannot "make sure this doesn't happen to anyone else In future"

BrentMeister

hollydays wrote: »

The five step procedure is called S.C.O.N.E. , and they did fail to follow it.

Dosent make it illegal though.

hollydays

BrentMeister wrote: »

Dosent make it illegal though.

How predictable.
The ops question is about customer service.
The company claim they use a 5 point procedure as a training aid.
I'm sure the Op " doesn't" want to go off on that tangent.