nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

We want to hear from you: please tell us about your experience of the online community.

Supermarket Customer service not accessible?

66Mustang

I have a small problem with a supermarket (I won't name the supermarket) that I was hoping to get resolved via a quick email. Last time I had a problem was about 5 years ago and I emailed them and the problem was resolved quickly and efficiently.

However, now, aside from using social media which I don't have, the only options for contacting their customer service are by phone, or a sign language video chat. I have trouble using the phone and I don't know sign language.

They obviously are mindful of accessibility as they have added the sign language option to be accessible to deaf people but they have not considered that there are people who are unable to use the phone for other reasons. I am one of those people.

I am a bit upset and am thinking of writing a letter to them about this however I don't want to be a "snowflake" because I am the first to criticise people who claim to be offended by stupid things like Poppy Day or Fireman Sam so I don't want want to be a hypocrite! However, I genuinely feel that I have been excluded from accessing customer service because of my issues.

I am wondering what people think. Am I getting upset over something stupid or is this a valid concern that I need to raise so that people like me have access to customer service?

Find more posts tagged with

Comments

janer1967

I would say it's a valid concern customer service depts should be accessible to everyone. I think there is a lack of understanding out there around the number of people who can't use the phone

In the interim till it is sorted if you have an urgent enquiry could one of your family call . They may supply an email address

Adrian_Scope

I think a complaint letter is perfectly reasonable @66Mustang, although you may find their email address is still in use just hidden from view, I had to Google email addresses of a company recently as they’d been removed from their website but were still in use.

My partner can’t use the telephone either and recently wanted to cancel a subscription service.

She emailed them and they replied that she can only cancel by phone. However they wouldn’t let me speak on her behalf without her speaking first to give permission which she was unable to do.
A strongly worded email highlighting discrimination and accessibility soon changed their tune and not only did they cancel the subscription for her, they refunded the last two monthly payments as an apology. ?

It’s worth a try!

66Mustang

Thank you @janer1967 yes I think they should be accessible to all and I definitely agree with you r.e. lack of understanding!

Luckily it is not urgent, just some missing loyalty points which add up to a few pounds so I don't want to bother a family member but thanks for the suggestion.

66Mustang

Thanks @Adrian_Scope that definitely sounds discriminatory! I'm glad they changed their attitude in the end.

66Mustang

Thank you @Username_removed - I appreciate the advice.

Lisatho11987777

I had to email tesco becsuse I couldn't get an answer on the customer service phone it was easier by email

OverlyAnxious

I also had a positive experience with Tesco via email recently.

Had a less positive experience with another company though. I challenged the lack of email accessibility through a hidden address but it wasn't even acknowledged. But they did eventually do what I needed done without the use of phones.

AlexW_Scope

You may be interested in Scope's new report on supermarkets to see what we are doing to campaign on some of the issues.