Metrocentre shopper felt humiliated by staff member

Oct 23 2011 by Mr Justice, Sunday Sun

A CLOTHING store has promised to prevent further breaches of customer services after a reader claimed she was belittled by a member of staff.

Veronica Liversidge, 73, had tried to return a £31 shirt to Aston at the Metrocentre, Gateshead, because it was the wrong size.

Staff said the item could not be returned because it was in a sale.

But Veronica, of Ryton, Gateshead, said she was humiliated by what happened next.

She said: “I was not made aware of the policy that sales goods were non-returnable.

“Rather than explaining the company’s stand the salesman grabbed the receipt off me, pointed to the bottom, and loudly said: ‘Read the receipt properly’ twice before proceeding to shove the shirt in the bag.

“I felt extremely humiliated and distressed by his actions.

“I would like to add that a colleague of his standing nearby looked aghast with astonishment at the service I was receiving.

“I am 73 and have worked in retail all my working life and I have never witnessed such poor and intimidating service.”

Veronica asked for an apology and a credit note for the shirt.

Area manager Carl Radford – not the member of staff involved – apologised but said sale items are non-returnable unless faulty.

In a letter wrongly addressed to Veronica “Liverage” he said: “As you can appreciate it is very difficult to inform every individual of our full policy although we do adhere to inform as many people as possible to avoid situations such as this one.

“I have spoken to the store deputy and his actions have been well-documented to stop any further deviations in customer service in the future.

“I would also like to add that the Aston and Tucci business model is striving to improve in these areas.”

Ashton and Tucci, based in Middlesbrough, are trading names of Delima Ltd.

I left a message for Carl Radford for his comments and he rang back quickly.

He told me: “This is an internal matter but I can tell you a member of staff was spoken to.

“I will do whatever I can to support this customer.”

At the time of writing Veronica has not heard back from him.