Sent to the London Drugs complaint email:
I would like to request further training in customer service for the 2 gentlemen who were on duty as clerks in the camera and accessories department of the above noted London Drugs this afternoon. I went to London Drugs with the intention of purchasing a replacement pair of ear buds and with questions about blue tooth equipment. In other words, I wanted to give your company money. Not a lot, perhaps $100 or $150 once I’d finished shopping for sundry items.
I stood looking at various ear buds while a clerk talked to someone beside me. Then he returned to the till where he joined his associate. Yes, there was a 2nd clerk at the till, while I stood looking at merchandise in clear view of him. A few minutes passed and I was still looking without any intervention by staff.
After that I walked about the various counters in the department looking for a sign of blue tooth ear pieces. I went into the stereo/computer department and was approached within 30 seconds. The clerk spent a few minutes with me, we determined the equipment was not there and she suggested I talk to someone in the camera department.
I went back to the camera department, resumed my place by the ear buds looking them over again. The 2 clerks at the till continued to chat to each other.
I went into the mall to The Source and was given assistance as soon as I entered. They did not have what I was looking for and the clerk suggested I try London Drugs.
At this point, wanting to give a store money for something I needed, I went to Safeway and bought a few groceries. The return path took me past your store and I thought I’d give it another try.
3:15 pm. Monday, September 24. I stood at the ear buds display, again trying to examine some of the ear bud packages but all the ones I was interested in were locked down. I looked at less expensive models to determine if they were what I wanted. I tried to look at the more expensive Skull Candy and Kosch but couldn’t really reach them. A third clerk joined the two clerks still standing at the till and I listened to them joking and chatting while I stood at the display. I was in clear sight at all times, no more than 10 feet away, well within even a conversational volume enquiry such as “Is there something you’d like to look at” spoken without any of them being inconvenienced by leaving that counter area.
You may wonder why I did not simply approach the counter and ask for assistance. Because, well, simply put, I was labouring under the misapprehension that they were supposed to approach me.
Also, I was somewhat concerned that by this time if I approached them, I would not sound very friendly and be perceived as reacting out of proportion to the situation. Perhaps they did not realize this was, in my mind, strike 3.
I noted on your website London Drugs has three guarantees: for satisfaction with the products you offer, the price you offer them at and for “the best service”. That is why I feel perhaps the two gentlemen who were on the floor this afternoon may require a refresher course in what that ‘best service’ entails. May I suggest, first off, ‘approach the customer’.
Thank you for your time and reading this far. I have been a long time customer of London Drugs, purchased cameras, computers, small appliances and untold quantities of health and beauty items. I will continue to be a customer because I know this incident is the exception, not the rule. I am still, unfortunately, somewhat annoyed at being ignored but that will pass, I’m sure. And I will go to Best Buy or Future Shop or some other electronics store to purchase my headphones simply because of silly pride on my part: because I’ll be damned if I’m going to give those fellow the passing satisfaction of even the minor sale of ear buds.
Thank you again for your time and attention to this somewhat rambling account.