Bad Experience in a Barclays Branch

Bloomberg

Ryan101 wrote: »

I had something similar at my Local Branch a few years ago, I actually do have a Barclays Premier Account but I guess I don’t look like I should, being in Jeans and a t-shirt is probably not the right image (Although I don’t see how it matters).

I am waiting in the Queue and this guy comes up behind me, smartly dressed, taps me on the shoulder ands says to me ‘The Queue is over there’, I told him I am in the Queue, he says no you don’t understand this Queue is for ‘Premier’ customers only, which I have to say really p***** me off !, so I said to him not in a quiet voice, ‘Oh sorry so being a Premier Customer lets you jump the queue does it !’, he went a bit red in the face obviously not thinking someone would answer him back, one of the staff members came over and asked what the problem was and I said this Gentleman (And I use the word Gentleman loosely) has told me that I am in the wrong queue apparently, and I should be in the other queue, he Implied that ‘Premier’ Customers are somehow superior and obviously just by looking at me can tell I am not a ‘Premier’ Customer !.

The staff member asked what type of account I had and I pulled out my Shiny Black Premier Card, the guy just looked at me and walked out the branch.

But yes some people do look down their noses at you, don’t know why.

I hate rudeness but would have told him to f*** off under those circumstances. Thankfully I seldom have to use branches, I hate snobbery. Even as a Premier Customer myself I would never in my darkest hour accost another customer who I suspected was in the wrong queue.

AnotherJoe

dunstonh wrote: »

Do you think the OP has the name and address of the customer that made him feel that way?
.

The customer they can do nothing about, It was the cashier that told him to go back to the other line.

AnotherJoe

Bloomberg wrote: »

I hate rudeness but would have told him to f*** off under those circumstances. Thankfully I seldom have to use branches, I hate snobbery. Even as a Premier Customer myself I would never in my darkest hour accost another customer who I suspected was in the wrong queue.

I think Ryan's answer was more subtle and addressed the problem better than a simple aggressive response. The bigoted customer would merely have had their prejudices confirmed had he responded that way.

eskbanker

pinkdalek wrote: »

You should complain, sorry but to made to feel like a 2nd class citizen and embarrassed like this is a disgrace. It's a bank not some high upper class gentleman only club. The whole thing stinks.

It could have should have been handled so much more effectively.

Switch to a bank that does not discriminate and would be happy to help you regardless of the colour of your card.

Blimey if Barclays had queues depending on the colour of your skin there would be outrage.

I hate banks who have this snobbery around "Basic" account holders. I think they forget to realise that these customers still need insurances/savings and whilst they may not be profitible at first, tend to stay loyal and many end up being able to have a full account with credit facilities. Also word of mouth is such a great advertising tool, if you bank somewhere and they either mess you around or give great service you are going to tell people!

I'm with dunstonh on this, Barclays have done nothing wrong here*! They're not discriminating against basic account holders, any full account holder with credit facilities would have been treated the same.

They make a perfectly legitimate business decision to reward their most valued customers in exactly the same way that, for example, airlines offer complimentary dedicated lounge access to their frequent flyers (recognising that they're operating in a competitive market just like banks), so to characterise this as treating people as second class citizens is unnecessarily emotive.

As another poster observed, HSBC also have 'fast lanes', and Santander has their Select offering, so I don't see Barclays as going out on a limb here.

Perhaps OP will return and clarify but I didn't read anything that suggested they were treated disrespectfully by Barclays staff from "I was told by the Staff member I cannot use this counter, and was directed to the other queue".

Incidentally, is the same person posting under multiple names on here or does this thread just happen to have attracted several People who Randomly capitalise Words in a Similar Way?!

*Edit: Just to be clear, I'm meaning that Barclays corporately haven't done anything wrong (in my opinion) with their policies, but the actions of one or more individual staff members should obviously have been better!

moneysaver6161

Hi, Just an update and to clarify a few points raised..The deposit machines (The Touch Screen Ones), had paper over them saying 'Out of Service) or I think I would have used one or been directed to one, the staff member who directed me to the Premier Counter had vanished by the time I was told to change queues and another staff member with a ipad had a few customers around her so I could not complain to him or to be honest I would have done. When I reached the counter and was told I cannot use this counter I told the Teller that I was directed here, but she still directed me to the other queue.

xylophone

I can appreciate the OP's irritation at being pushed from pillar to post in this way - a waste of his time which has a value!

I would make a complaint.

https://www.help.barclays.co.uk/faq/making-a-complaint/how-do-i-make-a-complaint-.html

dazzaofdagenham

Banks still have branches ?

eDicky

moneysaver6161 wrote: »

Hi, Just an update and to clarify a few points raised..The deposit machines (The Touch Screen Ones), had paper over them saying 'Out of Service) or I think I would have used one or been directed to one, the staff member who directed me to the Premier Counter had vanished by the time I was told to change queues and another staff member with a ipad had a few customers around her so I could not complain to him or to be honest I would have done. When I reached the counter and was told I cannot use this counter I told the Teller that I was directed here, but she still directed me to the other queue.

A useful clarification. In this circumstance I would repeat quietly but clearly to the teller that their colleague (x) minutes ago had received me and directed me to this queue, I was going to remain at the counter until I had been served, and the length of time it took before this occurred would determine whether or not I would make a formal complaint at the highest level.

pollypenny

Ryan101 wrote: »

I had something similar at my Local Branch a few years ago, I actually do have a Barclays Premier Account but I guess I don’t look like I should, being in Jeans and a t-shirt is probably not the right image (Although I don’t see how it matters).

I am waiting in the Queue and this guy comes up behind me, smartly dressed, taps me on the shoulder ands says to me ‘The Queue is over there’, I told him I am in the Queue, he says no you don’t understand this Queue is for ‘Premier’ customers only, which I have to say really p***** me off !, so I said to him not in a quiet voice, ‘Oh sorry so being a Premier Customer lets you jump the queue does it !’, he went a bit red in the face obviously not thinking someone would answer him back, one of the staff members came over and asked what the problem was and I said this Gentleman (And I use the word Gentleman loosely) has told me that I am in the wrong queue apparently, and I should be in the other queue, he Implied that ‘Premier’ Customers are somehow superior and obviously just by looking at me can tell I am not a ‘Premier’ Customer !.

The staff member asked what type of account I had and I pulled out my Shiny Black Premier Card, the guy just looked at me and walked out the branch.

But yes some people do look down their noses at you, don’t know why.

pjcox2005 wrote: »

Whilst the guy shouldn't have made the assumption and acted arrogantly, wouldn't it just have been easier to tell him "I am a premier customer and therefore in the right queue, but thank you for your concern". That way staff didn't have to be involved, nor did you have to embarrass and make the person feel rubbish in front of others.

The arrogant suited guy tried to embarrass Ryan, so deserved to be shown up. :cool:

pjcox2005

pollypenny wrote: »

The arrogant suited guy tried to embarrass Ryan, so deserved to be shown up. :cool:

Each to their own and obviously others agree, but aren't you just basically stating it's a race to the bottom.


Perhaps he was just stressed or dealing with something serious and acted inappropriately in the moment which is not normally their character.