Mr Allen
We have been in email communication and we believe we have responded to all the points raised.
As confirmed by email yesterday we are now posting these emails on Trustpilot for people to make up their own minds whether we have acted reasonably and value customers service or not.
Hello again Mr Allen
Out of respect for someone I have been advised is a long- standing customer together with their partner I would like your confirmation that you are happy for me to publish all our communication regarding this issue on Trustpilot then those viewing will be fully informed and can make up their own minds.
If you object to this please explain why.
Should I not hear back by 12 Noon on Wednesday I will take it you acquiesce
Regards, Rightway
Hello Mr Allen
I misunderstood your initial email, given the content I erroneously thought your complaint was about being refused service due to wearing a face shield and why they were not acceptable which is why I provided the link to the Gov. Website.
I apologise for getting that wrong.
The Area Manager for Moreton has already spoken with the store concerning your email, we understand that you had to visit the store 3 times due to a combination of the Face Covering and forgetting your card, so I can assure you your issue was investigated.
I further understand you are a regular customer and that you partner has since been in and interacted with the Team Member concerned without comment or friction.
We are in extremely challenging times for everyone, and, on occasion, people do act out of their normal character.
As a business we should always treat customers as we would wish to be treated ourselves and I am sorry that does not appear to be what happen last week.
Unfortunately, as I am sure you will have seen in the media Retail Workers have regularly been subjected to both verbal and physical abuse during this Pandemic at levels never before experienced.
Fortunately, none of our Team Member have been assaulted but many have received verbal abuse for just doing their jobs, this, understandably has resulted in some Team Members being sharper in tone than they would normally be.
I am not offering this as an excuse or condoning the behaviour but I do understand why it occurs, we should always endeavour to treat customer civilly, however I hope this explanation may allow you to understand why it happened and that constantly reminding people about Face Coverings to protect everyone and being abused by some of the public does, on occasion , result in a different tone than we would all ideally prefer.
I trust this answers your concerns.
Regards, Rightway
Dear Mr XXXX thank you for replying back to me i understand about the government guidelines and companies sticking to the rules to save lives but am disappointed with you not mentioning about your female assistant speaking to me quite abrupt and aggressively or other customers who enter the store obviously you don't care about that. So the next time i enter the moreton store i will speak to your female assistant like she did to me and am not the only customer who she has spoken to poorly in the Moreton store may be she might realise what it's like to be spoken to horrible from customers, Yours faithfully Mr Allen.
Hello Mr Allen
To protect all our Teams and Customers we continue to follow the Government requirements closely.
We have put the safety of our Teams and Customers above sales which is why we are still limiting numbers of customers coming into our stores at any one time.
Many customers have thanked us for being so cautious.
We are also well aware that many other retailers, particularly the large national chains have differing views, some do not appear to follow any of the Government requirements.
We are monitoring all the Data and hopefully we will be able to relax some of our safety protocols soon.
Below is the link to the Gov Website that confirms what does and does not constitute a ‘face covering’, as you will see this states a face shield is not a covering.
There is also separate Gov. advice as to what does and does not conform as a ‘face covering’ this advice is actually contradictory as is states a bandana/scarf is acceptable but also states that the ‘face covering’ must ‘be secured to the head with ties or ear loops’ this is the requirement we are following.
We ask anyone entering our Stores who does not conform to the Government advice whether they are exempt, if they say they are then we do not ask any more questions, should they say no then we follow what the Gov. has asked retailers to do.
I hope this answers your questions during these very confusing times.
Link
https://www.gov.uk/government/publications/face-coverings-when-to-wear-one-and-how-to-make-your-own/face-coverings-when-to-wear-one-and-how-to-make-your-own
Regards, Rightway
D
Dear sir or madam, I went in to your rightway store at the moreton branch on Saturday 27th March 2021 approximately 2pm to exchange an item when a member of your staff female assistant asked me behind the till were is your face mask i said I've got it on she said face shield masks are not allowed in our store which it doesn't state on the shop window as you walk in and she refused me entry i felt embarrassed and humiliated in the shop. I used my face shield mask at hospital appointments, doctors appointments, supermarkets, and even at my work place in a school which holds 1000, pupils and know one has ever mentioned about me using a face shield mask. I returned to the store half an hour later with my face mask on as i entered the store the female assistant wasn't there but the two male assistants were there one of the staff said sorry about before and i said it's ok am just annoyed with the female assistant for her attitude and abrupt manner. I've been to this moreton store for many years and your other stores as well and I've never come across a member of staff like that i hope you speak to hear about her attitude and explain more to customers about what you can wear and not wear as we enter your store and put it on your shop window please. I wait to hear from you, Yours faithfully Mr Allen.
