October 5, 2013

The result of Aldi customer service…

Dear Sir/Madam,

I am emailing you to complain about the experience I was put through when visiting your Newport Road, Middlesbrough store yesterday, 05/10/2013.

I went into the store to have a look round. The only thing I was carrying was a bag from Sainsburys which contained only the pack of ribs I had bought. After having a look, I left the store and crossed the car park to head home.

As I was doing so, just walking casually, I was stopped when someone threw their arms around me, pinning my arms to my side. Turns out it was the security guard, who had a member of staff with him. He demanded to know what was in my bag. I asked him why he wanted to know, but he wouldnt tell me, demanding again I tell him. I said it was meat which is when he asked to see inside the bag. I lifted the bag as far as I could (my arms were still pinned to my side) and the staff member looked and confirmed it was meat bought in Sainsburys.

It was only then that I was released. At this point, I dont think it unreasonable to suggest that I was expecting an apology for what happened. Instead, I was informed that I was barred from the store and to not bother returning. I asked why I was barred to which I was informed yet again that I was. Still no explanation.

They stood just beside the doors and I decided I wasnt leaving things like that. I went over, asking again why I was barred from the store. It was only then that I told that a member of staff had reported that I had stolen some meat (rather convenient that the item I had been accused of shoplifting just happened to be the same thing as was already in the bag) and that, of course, I wasnt barred from the store.

Is this what you consider good customer service? Physically restraining someone without giving them the opportunity to stop (I wasnt listening to music, if they had called out I would have heard them), searching them without justifying the reason why and then telling them they are barred from the premises when they arent, again without an explanation?
And before you hide behind the fact that the security guard worked for an outside company, the member of staff wasnt and if someone from a third party company is working on your behalf its on you to make sure they know how to act.

To be honest, I dont actually care if I am allowed back into the store or not. I have no intention of ever entering one of your stores ever again. I would, however, expect that at least it is explained to the relevant members of staff that this is at the very least unacceptable.

Yours sincerely,

William Forbes

[ writers anonymous logo ]

photobucket