Travis Perkins
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Brentford Branch -unprofessional customer service at its worst
On entry, one of the staff members had his feet up on the steering wheel of a forklift, browsing the internet on his phone. The same staff member, when he actually realised there was a customer on site, shouted me down and asked if he can help me. I was a bit startled by his approach l, and he explained some process about staff logging a ticket before a customer enters the grounds. I told him that has never happened before when I have been there on numerous occasions. Every thing seemed relatively fine at that point. When I told him I was just looking around, he then decided to tell me that he was "confused" because people normally come here for something. I then told him I was looking at buying some wood sleepers, to which he proceeded to show me where they were. The same staff member continued to say he is "confused" at why i just want to look and said" if I'm not going to buy anything then I should not be here". He then walked off and a female colleague took over. At that point I understood there is a health and safety policy in place and that staff members need to follow it so there are no issues around that. However, the staff members approach to customer service was very questionable as he presented as quite hostile towards me just because I wanted to look around. I was approached again by the female staff member who asked me if I needed any help. I laughed out of disbelief as she just witnessed what had happened and I said to her that her colleague clearly pretended not understand me even though I spoke English and kept pretending to be confused for some reason and was rude to me. The serious concern and the main point of my complaint is the staff member's approach as he continued to berate me and became verbally aggressive , to the point where he told me to "f** off". His female colleague was present and she said " both of you need to calm down", even though it was clear her colleague had been rude towards me. The other staff member continued to direct profanities at me, which is just beyond unprofessionalism. I have reported this issue to staff member called Michael (who actually seemed quite shocked at the behaviour) and expect the matter will be dealt with internally. Overall, this staff member is clearly a liability to Travis Perkins as I will be escalating the incident to head office.