Subject: Complaint & Incident report Complaint for: Cashier & Bagger, Carrefour Farwaniya Branch Date: 7-Jun-2021 Time: 20:31 Cashier Name: SHMSELDIN OSMAN It started when the bagger offered to come with us upstairs to bring our items outside the supermarket using the cart (in exchange of something) but we refused. We don't have any intention on refusing except for that we didn't want to bother his work. We know he needs to stay in the counter to assist other customers in line next to us. After refusing, his attitude became different. He started not to help us bag the items we bought so we bagged them ourselves alone. We needed big plastic bags since we bought big items but the cashier and the bagger refused to give. It has happened so many times and a lot of customers also experienced this. CARREFOUR, THE BIGGEST GROCERY STORE IN KUWAIT HAS NO ENOUGH SUPPLY OF PLASTIC BAGS. Carrefour Farwaniya is just our neighbor so we always witness customers complaining about the same issues but nothing changes. ITS EMPLOYEES NEITHER WANT TO GIVE OUT PLASTIC BAGS NOR OFFER TO SELL ECO BAGS NOR OFFER CARTONS FOR PACKAGING. While we were bagging the items, we asked the bagger if we could bring the cart up to the door of the supermarket. They said it was not allowed. But we were seeing other people bringing the cart outside the store. How come it is allowed for others and also not allowed for others? We also used to experience before that when they allowed us to bring the cart and a bagger assisted us outside the store, they were asking for payment. What really are Carrefour's rules? You should be fair to all your customers. Your staffs are DISRESPECTFUL. When we were complaining about the small plastic bags the bagger told me "next time, don't come here in Carrefour." Mind you, he doesn't own the supermarket for him to tell us not to come back or where to go. Then while there was another bagger from the other counter who was trying to help us, the cashier said "if they want to complain, let them complain. Don't help them." I WAS TOTALLY SHOCKED. We lost our cool and asked for the manager, but the security guard said the manager already left. How come there was no manager in that shift? Nobody was even there to attend to our concern. We asked for a formal complaint form. Instead, the guard gave us a blank paper to write the complaint. Carrefour has no enough supply of plastic bags and no official complaint form? How is it possible? So far, we have only experienced this disrespect, shortage of plastic bags, and rules on carts with Carrefour. We never experienced these things from Lulu Hyper, Grand Hyper, Nesto, Sultan Center, On Cost and other supermarkets that we have been to. They mostly offer us the cart for free up to the parking lot. I can hardly believe that while Carrefour is the most popular grocery store in Kuwait, it has the worst customer service especially from the cashier and packaging counter. You can check your CCTV cameras to see how we packed our own bought items and how they mishandled the situation. With regards to this complain, I am seriously demanding for suspension of both the cashier and bagger for at least one week. Cashier Name is SHMSELDIN OSMAN and please include the bagger who was with him that night. If no action is taken, I am very sorry but I have to take further steps to put this complain up to a higher level to serve us the justice for what we experienced. A fair reminder as a regular customer, Carrefour must prioritize their customers. It should focus on the improvement of its staffs' customer service and their attitude towards their work. I understand that the supermarket is doing its best to provide the best price of goods. However, it must take care of its customers. After all, without the customers, there will be no Carrefour. Looking forward to seeing an action to this. Thank you and best Regards,