written by Marcelo143 on 25/01/2024
Customer Service appalling On arrival at a store I took £50 out of the John Lewis cash machine within their Waitrose boundary. A damaged note was spat out. I went to customer service to ask if it could be swapped but I was refused. General store staff wouldn't help but never apologised and a manager, he was sent for and came over but seemed to think it funny. I suggested that Tesco might have obliged had something similar happened and he said, 'they may well have but we aren't'!! We all know that Waitrose is more expensive but we pay for customer service. This was appalling. I told him I had come to do a big shop but would no longer be doing it and wouldn't be returning but this seemed to have no impact. He said it wasn't their problem and I should just (be inconvenienced) and take it to a bank! I said what I will be doing is shopping in Aldi next door instead and spent over £200 there as opposed to spending probably 50% more here. At least I saved myself some money and the lamb leg I bought actually looked better! What an appalling lack of customer service. I don't live particularly close to a Waitrose but had liked to shop there when playing sport in Solihull. I shall now not bother and either pop back to Aldi next door or shop closer to my home 6 miles away. I made this clear to the manager who seemed not remotely bothered, but smirked continuously. If this is an example of Waitrose customer service these days then they don't deserve customers. All the supermarket comparisons make it quite clear they are the most expensive so why do we go? For the better customer service? Apparently not. I shall be avoiding and not bothering to return out of choice in future. What dreadful service. Staff there do not deserve to have a job if this is what they think is acceptable. They were very clear to tell me that the machine (despite being on Waitrose premises) was nothing to do with Waitrose, yet only afterwards when we went back to look at it did we see that it is John Lewis!! How is this nothing to do with Waitrose?!! ???????????????????? They have lost a customer but don't seem to care, perhaps they will of they lose their jobs - just dreadful! Date of experience: 25 January 2024
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