Coles - Attendant Rude Over Two Can Baby Formula Policy

Ldmanso on 27/12/2015 - 15:57
Last edited 28/12/2015 - 09:59 by 1 other user

Just wanted to share an experience during the holiday season (just after Christmas) and hopefully someone from Coles might see this (which I doubt I'm that lucky).

Hoping to redeem my "Spend $70 and receive 1500 flybuys points" voucher (almost equivalent to 10% discount), I thought it will be a good idea to buy 3 cans of baby formula at Tarneit West Village. By now I have bought enough formula from Coles to know about the 2 cans per customer policy. Due to that, I went with my wife to purchase 3 cans. Pushed my trolley into the self service area and was immediately "told off" by the customer service attendant. She spoke with an extremely condescending tone "You are only allowed 2", which my wife immediately replied, "thats ok, it is for both of us". I thought that will be the end of that conversation when the attendant then said rudely, "well you BETTER (yes the word "better" was much louder) scan it through as 2 transactions".

Now that is something I am unfamiliar with as I have never purchased more than 2 cans at a time. And it is perfectly ok to "advise" us that we will need to purchase it as 2 transactions. However, the tone is absolutely uncalled for. The attendant belittled us (especially since we are from a chinese background) she made us sound like we were trying to pull a dodgy and buy more than we are "allowed". When she decided to "lecture" us in front of other customers, my wife felt ashamed and immediately told me, "just buy 2 cans".

I was (still am) absolutely furious! Is this the level of customer service Coles encourages or train their staff members?

If the attendant "advised" us instead of "telling us off". Example - "Sir, I am sorry but you are only allowed to purchase 2 cans of formula. If you are buying 3 cans, can I please get you to purchase it through 2 transactions?" That would have been perfectly fine. What happened to "please" "thank you" "good day"?

Out of frustration I decided to purchase 4 cans after her disgusting behavior! We then proceeded to make our purchase through a cashier instead (with the full intent to pay in 2 separate transactions. Just did not feel like approaching the attendant again).

This time, the attendant saw us proceed to the cashier and shouted over 2 counters and told the cashier, "MAKE SURE IT IS 2 TRANSACTIONS"! Is it because we are chinese looking, that she assumed we are trying to buy up all the formula? Why are we being targeted?

I immediately told the attendant, that she needs to check herself and improve her customer service skills. Do not tell me what I BETTER do, but advise us politely. The attendant then said she is not rude, but rather I am being rude??? (Is this a new Coles, where the customers are always wrong?)

Luckily the cashier that served us (her name is Natalie) had excellent manners and was very understanding. We proceeded to purchase our forumla in 2 separate transactions (which we are more than happy to oblige, we too know what it feels like to run out of formula and the shelves are empty. The policy is put in place for a good reason) but at least Natalie made us feel like customers again instead of a someone who is making a run for it.

In this age where customer service is paramount, I cannot believe that my holidays is ruined by a casual run to the supermarket.

This occurred around 3pm (if Coles actually want to do something about it).

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Coles

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  spackbace on 27/12/2015 - 18:43

  +3

  If you want Coles to do anything, post on their Facebook. They have no rep here.

  Though besides the staff member being told 'don't do it again', I'm not entirely sure what you want to achieve…?

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  grasstown on 27/12/2015 - 18:56

  +1

  You shouldn't have to put up with that. Tone, lecturing and over counter shouting is uncalled for. Where you're obliging. Such Murdoch bred ignorant racism out of her mouth. Agree I doubt she'd speak to a non Chinese looking person like that. Perhaps her own Christmas time stress plays a part, perhaps she has to constantly enforce this rule and is now narky about it, perhaps she saw the anti Chinese reporting on this in the media, don't know her story - not an excuse, but she might today feel bad about it too. I once worked as a cashier and a customer went off at me, so forcefully and assuredly, I wasn't having any of it and I spoke back , and she broke down in tears and apologized and said she had problems. Anyway hope you're feeling better.

  • 

    spackbace on 27/12/2015 - 18:59

    Such Murdoch bred ignorant racism out of her mouth. Agree I doubt she'd speak to a non Chinese looking person like that.

    Wow…

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  [Deactivated] on 28/12/2015 - 13:46

  +1

  Did you ask to see the manager?

  Managers generally would not tolerate this sort of attitude towards customers.

  Had a similar issue, pulled the attentand up on it and was told "What are you going to do about it?"
  Asked for the manager who arrived quickly, and dealt with the problem. Win.

  No need to get upset or stress yourself.

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  [Deactivated] on 29/12/2015 - 15:02

  +1

  so, you were aware you can only buy two cans at a time, and the coles person made sure you only bought two cans in one transaction, and now you need to get on with your life.

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  dmanso on 02/01/2016 - 10:17

  Thanks for the replies. I took up the advice and placed a post on FB. Received a call from the store manager. He was very apologetic and recognised the underlying issue. My only complaint is in the way I was treated and the store manager agreed. He agreed that no customers should ever be spoken to rudely by one of their staff members. He has assured me that he will speak to the staff member in regards to her behaviour.

  And that is all I ask for. Regardless whether a customer is "abiding" by the policy set forth by any supermarket, we as customers should never be belittled or lectured by the staff members. We should be spoken to politely and "advised" of such policy (we may not actually know about the policy).

  Anyway, thank you all again for your replies and advice. It is encouraging to know that I am not the only one who is sick of customer service representatives who knows absolutely nothing about customer service.

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  Ughhh on 02/01/2016 - 10:31

  Is it because we are chinese looking, that she assumed we are trying to buy up all the formula? Why are we being targeted?

  It most likely because of Chinese. It is unfair to assume all Chinese like to clear the shelves so they can make 300% profit on Chinese eBay. The same thing had been happening in hong Kong for a while now.

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  voiletmay on 10/01/2016 - 15:01

  +1

  My daughter works at Coles and she said the rule is 2 per family, not per person. She said families send in the children to buy it and staff are always abused over the issue. She said at her Coles they just let people buy more than two so the staff don't get abused.

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  whooah1979 on 10/01/2016 - 15:22

  +2

  I cannot believe that my holidays is ruined by a casual run to the supermarket.

  wow. life must be tough.

  it's a shame that we can't hear the other party's version.

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  fusion17 on 15/01/2016 - 13:09

  I was in woolies a couple of weeks back and the store chick was telling off some asian guy for hiding baby forumla behind 'something something' (i think toilet paper). Likely so he/family member can come in and buy more than was allowed later on.

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  cloudy on 19/01/2016 - 11:23

  So you went in wanting to buy 3 cans, and ended up buying 4 cans coz of the customer service you received.

  Now, if anyone read what I just wrote, they probably thought u received fantastic service, but instead u didn't.

  See any irony?