Primark Stores Ltd
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CUSTOMERS TREATED LIKE CATTLE
As a 71yrs old retired Customer Services Manager, I can honestly state I have never seen such a shambles and total lack of customer care than exhibited at Primark's Wakefield store. Yesterday I joined a queue of 20+ people which ran the full length of the 16 cashier points - 14 of which were unused. Eventually, a young lady who had been chatting at the end of the counter opened another till but then started a conversation with the cashier next to her regardless of whether there was a customer in front of them or not. After a 10mins wait to pay, I eventually escaped to find the queue now stretched the entire length of the store. After vowing never to return to that madhouse again, I returned home to find I had been sold a wrongly labelled item and so had to return again hoping things had improved. I was wrong. Rather than just ask for a refund I thought I would try and find a correctly labelled pack to exchange but the whole display was messy and disorganized. T-Shirts and vests were mixed in the same '3 Pack', some 3 packs had two items, some had one, some had none and others were just strewn on the floor. I asked two 'supervisors' about merging the items together to make the 3 Pack I wanted and was told to go to the Cashiers. Again there were only two cashiers on duty but this time the queue stretched out of the payment are, down the length of the store and even turned around the corner. The lady behind me in the queue was fuming, she had waited 20mins yesterday to pay and was now waiting another 20mins to return a faulty item. She kept asking me why things were so badly organized at Primark, other stores had Customer Care counters where problems could be sorted while also relieving the pressure on the cashiers. I had no answer, but pointed out at a local Pound store cashiers were told to ring for extra till staff when they had a queue of two people to stop queues building up, Primark seem happy let 20+ people queue in their stores. Whether it is lack of staff or just bad management I do not know but the result is the same - customers 'dumping' their shopping and walking out. The lady behind me in the queue said it was no use complaining, as she had in the past and nothing was done and nothing changed. I complained on Primark's own website but only received a reply saying they could only read half of the message ??? NB I eventually bought what I wanted from the more customer friendly Matalan where they have self-service tills running alongside the cashiers.