I visited the Ilford Exchange branch in Ilford on 12th February in the afternoon and was shocked by the unprofessional behavior I witnessed. A staff member questioned a customer about whether she had purchased an item (crisps) in the store, despite having no evidence. The tone and attitude were humiliating, unnecessary, and completely unacceptable.
The customer, accompanied by a child, explained the item was purchased elsewhere, but the staff member persisted in a dismissive manner and discussed the situation with colleagues instead of addressing it professionally.
A security guard was present, so there was absolutely no reason to question the customer. This behavior shows a serious lack of training and respect for customers.
I urge Ilford Exchange management to investigate this incident, take corrective action, and ensure staff are properly trained to treat customers with respect. Experiences like this are damaging to the branch’s reputation and should not be tolerated.
I will not be returning to this branch and hope head office acts immediately.
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