The case of a shopper complaining that she was refused service at a Sainsbury’s checkout until she stopped using her mobile phone has turned into a PR disaster for the supermarket after it apologised for the actions of its check-out employee and awarded the complainant £10 worth of vouchers.
Most of the comments posted on newspaper web-sites have supported Sainsbury’s employee and wondered why Sainsbury’s couldn’t find the backbone to do the same against what most see as the shopper’s ill-mannered actions, and others put down to the ignorance of the self-important. Sainsbury’s head of customer services Ray Biggs says that his employer backed down because they want to please everybody, even the socially retarded it seems, but are glad that others are taking the stand that Sainsbury’s feel it would be commercially unwise to do.