This is in regard to a formal complaint I wish to make which occurred at an ASDA store in Coventry to one of the colleagues working at customer service showing an unprofessional manor and making a customer feel uncomfortable with no explanatory reason. It made it an unhappy shopping experience at the store. The person’s name I engaged with was Carol, who claimed to be the Duty manger of the store on 02 August 2010 for the evening shift.

I came to store with my parents who needed to purchase some food at around 9pm on 02 August 2010. After shopping we went to self check out to pay for the items which came to a total of ten pounds. My parents did not have the exact amount due to only having fifty pound notes which were exchanged from a bank before coming into the UK due to a visit. As we tried to finish the transaction through the self-service machine it seemed it would not take the fifty pound note due to size. As the alternative I paid on behalf of my parents using me debit card. Knowing that my parents would come again to shop I wanted to do the most logical thing and get change for a fifty pound note from customer service.

A staff named Carol served me at the time and I requested to have some change for a fifty pound note. Carol simply said no and to my surprise, it led me to question it. Being curious, I wanted to know the reason behind it and Carol responded in a very orthodox approach as if she did not even have the time to explain and simply replied ‘Yes’ and left it vaguely at that. No doubt in my mind I wanted to question it as it seemed like a hole was left from Carol’s response so I asked if a policy stated a reason for this. To my surprise she ignored my question and continued what she was doing, counting cash with another colleague. Then I decided to buy something so I would be offered the change. At that moment to my surprise again, Carol turned her face around and said “I will not sell it to you.” I asked “Why? Do you have a policy that customers cannot buy a product with £50 note?” She continued to ignore me and continue what she was doing. As no reason was placed to her action and she continued to deal with me as if she was obliged to give me a yes or no answer without justification it made things very uncomfortable for me as I felt like I was being completely violated over something I did which was completely wrong with no explanation whatsoever. The conversation expanded into an argument as Carol was not being specific with her reason but continued to state that she would not sell me the product because I originally wanted to have change. This is her assumption and the point is not that she is right or wrong but that she was quick to justify her own act. In the end it’s the manner of being treated like a shadow from a member of staff. No kindness in her tone of voice and no interest from the beginning to serve a customer to a level of commitment. Being a regular ASDA customer, I was extremely upset and felt that situation was not professional. More importantly, Carol’s attitude and the way she talked to me had made me extremely uncomfortable and upset. To think that a matter of this nature would upset me and leave me thinking of the whole situation for the rest of day in frustration.

During the conversation I asked her what her surname is so that I could make a complaint to the store manager. However, she refused to do that. She did not intend to help and explain to me in any details or a procedure which to follow to leave an official complaint. In the end I asked her for someone who was higher than her in position as I wanted to make it an official complaint. Carol wrote down her manager named Richard Seabrook. The next day at around 1.30pm I called Richard Seabrook and explained what happened. Richard did try to help me understand the behaviour of Carol and the policy but I felt that I had only his word to take for it. It sounds a little childish on my part but having felt totally ignored from a store assistant raises this level of frustrated comfort. Nothing was logged down nor recorded onto the system and that made me feel as if the situation was dealt with minimum effort.

I was given an E-voucher on my online shopping and a member of staff said it was an error from head office and that they were sorry but they had to remove it. I told them that I will no longer shop online with them. They then said that in this case they will offer me £25 off my shopping and free delivery on the next two online shoppings. This never happened and I am disgusted that the Sales Assistant cannot even do that right. If she can't manage to correct that who is to say that the voucher wasn't meant for me.

my son was discrimanated against in asda store because he is in a wheelchair.my son went to this store to buy our weekly shopping, he first went to the ciggarette counter to buy me 200 cigarettes, he was refused so he gave the person 2 differant id s with his date of birth and photograph on them, he was still refused.he was told he needed passport, driving lisence, young scott card.my son is not a small lad he is large due to being a jym fanatic he very much looks his age if not older.he is 20 soon to be 21.he has been in the store for me many times and been served cigaretts, exept for 1 time.he was told he needed id as he didnt look 25.then was told he had to be 18 to buy them but needed id as he was under the age of 25.so he was told you have to look 18 to buy them but if you dont look 18 you need id.then told you need to look 25 or 18 and have the appropriate id for their store policy.as he was served many times befor its up to the person serving him to deside what age he looks and if they serve him or not.the staff are as young as 18 and they r refusing to serve someone older than them.if you need to be 25 then the staff should be 25 to serve.they change the rules to suit themself.i was very angry and called the store in his defence as if he was standing they would have to look at him properly, and they wouldnot question his age as he would be standing very tall and well built over them.because he is in a wheelchair they take no time in looking at him they just see someone who they can victimise.the person i spoke to named amanda was smirking down the phone i refused to speak to her any longer as she wasnt taking this seriously.i was passed to a man namedjohn the grocery manager, who was very rude wouldnt listen to me and was constantly talking over me NOT listening to what i was saying.he even said im not listening to you if youv got an attitude!! in a very aggressive manner and tone.he wasnt listening anyway and i said to him what way is that to speak to someone in this manner.he had a bad attitude since comming on the phone saying to me i know your son wasnt being discriminated against it up to who ever serves him to deside what age he looks.
the staff are rude and acting like stupid little school girl sniggering and laughing at a customer who s making a complaint about their attitude in the first place.i am not going to let this rest.i know the discriminated against him trying to abuse the little power they have and im not letting them get away with this. so what started out as a helpful jesture from my son to me, to go and do my shopping turned out to cause nothing but upset and a lot of anger due to staff who dont care about what manner they talk to or treat people.the whole problem is they do not know how they must by the law treat a disabled person as they would a non disabled person.they think because theyr at the till side of the counter they can discriminate and that is ok.one last thing my son does not have a passport, driving lisence or young scotts card.he did have a bus pass gave to him by the goverment with his name date of bith and picture on it and the silver square on it goverment approved id.why were these not acceptabe because asda said so.and so did the staff who dont look 25 and are probablly not 25.they said on their last excuse for all they know he was going out sice to sell the cigaretts to people underage.does that mean he is also being called a drug dealler!!! i want answers and i want this sorted out, IT IS AGAINST THE LAW TO DISCRIMINATE AGAINST ANY PERSON.i want the people who were involved to know they cant get away with this kind of behaviour.i want an appology from asda store and my son demands an appology for being treated in such a disgusting mannor

purchased dvd got home the box was uncealled damaged an no dvd ! I phoned he said he would get manager to cal me back i told the man on the phone my number an name hence i didnt recieve a call so after a couple hours i phoned again jus to be told manager was busy ! never had a call back i have purchased the same dvd from my local asda store i am disgusted with the service i got i did say if they check their stock i have paid for a dvd i havnt recieved ! i have kept dvd box an both reciets could i have it in letter form thet you have recieved this e mail i do feel you need to look into customer service more deeply Miss J Mack
18 Templeton road
Kingstanding
Birmingham
B44 9BT

never buy potatoes from asda. i tryed nearly evere kind of potatoes and all of them are nothing else then water!!! forgot mash potatoes or fries.