What A Feeble Excuse!
By Janey1966
@Janey1966 (24170)
Carlisle, England
September 20, 2012 7:40am CST
If you remember, the other day I went on about the state of the toilets in BHS (British Home Stores) as Mum told me over the telephone that there was no toilet paper in her cubicle, 2 others had no locks on the doors, there was no hot water to wash her hands (only cold) and there were no paper towels provided, even though the hand dryers weren't working.
So you can imagine why she chose to ring the store to complain, she had every reason to.
Mum told me the woman at the other end was very "snotty" and came up with some very feeble answers when she asked her some questions regarding the state of BHS's toilets.
The main 'excuse' she came out with was this:-
She reckons that the toilets in question "aren't really for the customers!" When Mum asked her, "Why?" she said..
"THEY SHOULD ONLY BE USED BY THE RESTAURANT CUSTOMERS!"
Now, these toilets are nowhere near the in-house restaurant. Yes, they are on the same floor but not part of the restaurant itself, as are Carlisle's BHS toilets (and they're poor too) lol.
Mum was also told that they're checked twice a day. Well, I don't think twice a day is enough, do you?
The thing is, department stores now have a duty of care to their customers as COUNCIL ONES HAVE CLOSED DOWN, not just in Blackpool but everywhere. The only public ones are those horrendous unisex toilets where you have to pay 20p a time to use them. The department stores' toilets are free.
I've advised Mum to use the ones at the Winter Gardens further down the street (which are fab by the way, they even have those ace Dyson hand dryers) but the only reason she used the BHS toilets was the fact she was desperate for a wee!
I can feel a letter to the Chief Exec coming on.
What do you think?
So you can imagine why she chose to ring the store to complain, she had every reason to.
Mum told me the woman at the other end was very "snotty" and came up with some very feeble answers when she asked her some questions regarding the state of BHS's toilets.
The main 'excuse' she came out with was this:-
She reckons that the toilets in question "aren't really for the customers!" When Mum asked her, "Why?" she said..
"THEY SHOULD ONLY BE USED BY THE RESTAURANT CUSTOMERS!"
Now, these toilets are nowhere near the in-house restaurant. Yes, they are on the same floor but not part of the restaurant itself, as are Carlisle's BHS toilets (and they're poor too) lol.
Mum was also told that they're checked twice a day. Well, I don't think twice a day is enough, do you?
The thing is, department stores now have a duty of care to their customers as COUNCIL ONES HAVE CLOSED DOWN, not just in Blackpool but everywhere. The only public ones are those horrendous unisex toilets where you have to pay 20p a time to use them. The department stores' toilets are free.
I've advised Mum to use the ones at the Winter Gardens further down the street (which are fab by the way, they even have those ace Dyson hand dryers) but the only reason she used the BHS toilets was the fact she was desperate for a wee!
I can feel a letter to the Chief Exec coming on.
What do you think?3 people like this
6 responses
@SomeCowgirl (32191)
• United States
20 Sep 12
Here in the USA, atleast in grocery stores, it's the responsibility of the front end personnel to make sure the bathrooms are done. They usually pull a cashier to do the bathrooms, and it's done atleast once a day, usually at night. If they're told that something is needed in the bathroom, someone goes and gets it and restocks it.
It sounds like whoever your mom was talking to didn't know what they were talking about or just wanted to give fault to someone else for it. She may not be responsible for making sure the bathrooms are stocked and clean, but she could have easily said "Thank You for letting us know, we apologize for the inconvenience" and then FOUND someone who could get it fixed.
1 person likes this
@Janey1966 (24170)
• Carlisle, England
20 Sep 12
I should imagine Mum would speak to someone quite high up, but I know what you mean. It's obvious she (either) didn't want to take responsibility or refused to tell my Mum who was at fault..as she couldn't be bothered by the looks of it.
I'm quite good at writing letters (and I've been in the same toilets so I know what Mum is talking about..the ones here are no better) so I'm thinking about what to write as I'm typing this. One thing's for sure..heads are gonna roll. We've been putting up with this for years!!
1 person likes this
@STOUTjodee (3573)
• United States
23 Sep 12
I agree with you ,SomeCowgirl. Some stores have a schedule that is posted on the back of the door in the restroom that someone has to make sure that it's picked up every so many hours. It doesn't take that much time to make sure the toilet paper is filled, trash is dumped and the floor is picked up from debris.
Definitely contact some one higher up than whoever your mom spoke with. It sounds like to me that person was probably in charge of the restrooms and apparently she isn't doing her job. I would try to reach the corporate office and tell them about everything, they in turn have to contact that store and do some investigating. At least the woman who spoke with your mom, should have at least seemed concern and should have gave you the number to the corporate office and even given you the name of a person to speak with.
@p1kef1sh (45681)
•
20 Sep 12
So restaurant customers, about to eat food with all the attendant germ issues, are less demanding than other customers in the eyes of BHS then? How ridiculous and how terribly trained the woman that spoke to Mum is. Toilets, irresepctive of whom they are provided for should be maintained at a high standard, especially in a food area (which I note you say it isn't). I would most certainly write to Head Office complaining about both the standard of hygiene and the customer services representative. The standards of both are quite outrageous!
1 person likes this
@Janey1966 (24170)
• Carlisle, England
21 Sep 12
The woman also insinuated to Mum that the women using the toilets were "from outside." In other words, they weren't customers and were just coming in for a wee. How does she know that, I wonder? Are customers being followed from the doors, downstairs to the toilets, then back out again? It does make me wonder! If the Council toilets weren't shut down (and all of them are in Town where BHS is situated), then that wouldn't happen would it, plus the fact their shop is full of tat anyway - apart from homewares.
Anyway, I've typed a letter to the main man in London and shall post it tomorrow. I've left both mine and Mum's telephone numbers off on purpose so he will have to reply if he wants to get his point across.
@laydee (12798)
• Philippines
26 Feb 13
Tsk.. Tsk.. She should have gotten the name of that person on the other line and you could include her in the complaint as well. I couldn't imagine hearing her absurd reason without reacting to it.
Regardless if it's the restaurant's or theirs, it's still in their vicinity and they should have cleaners for those. We have those here in our area, there is an assigned cleaner to take care of the toilets and make sure everything is running smoothly.
I just noticed now that this was over 6months ago, how's it been? Were you able to write? What was the response?
Have a great mylot experience ahead!
@Janey1966 (24170)
• Carlisle, England
27 Feb 13
Mum received a response to her letter which said that it's the staffs' responsibility to check the toilets and they would be 'informed' that it should be done on a regular basis i.e. check for toilet paper, that type of thing.
When I'm with Mum we tend to go in the Winter Gardens' toilets (they've even got those ace Dyson hand dryers in there) as the BHS ones are STILL a bit grubby.
@shaggin (72141)
• United States
20 Sep 12
You said the girl said those bathrooms are only for resturant customers. Ok so if she was a paying resturant customer she would still have had to use that awful toilet what would their excuse be then. I would be furious if I went to a resturant and had to use the bathroom in those conditions. I wouldnt eat there again thats for sure especially after complaining like that and having people have no logical excuse. I would let everyone I knew not to go there as well.
@shaggin (72141)
• United States
21 Sep 12
I've seen some buildings that just had the most run down bathrooms a chinese resturant I went to once was like this. Makes you wonder how sanitary the rest of the place is like the food if the food handlers have to use these bathrooms. I think its great you arent going to let this go and will continue to complain until hopefully something is done. Here there is a better business bureau you can report business too but I'm not sure they have anything like that where you are.
@Janey1966 (24170)
• Carlisle, England
20 Sep 12
BHS is known for its older customers and you're right, it makes no difference who the toilets are meant for..no-one should have to use them when they're in such a state.
I also think people put up with things and can't be bothered making a fuss.
Well, I shall do it on their behalf as I'm going to write a letter. I will find out on the BHS website who their Top Dog is and take it from there.
1 person likes this
@Janey1966 (24170)
• Carlisle, England
20 Sep 12
To be honest, I'm amazed BHS has been going for as long as it has. It's one of those stores that has customers that keep coming back for the knitwear and stuff. The homewares section is quite good too as Mum bought a nice lamp from our Carlisle store a few weeks ago. I think the homewares sales keep it going.
1 person likes this
@changjiangzhibin89 (16761)
• China
21 Sep 12
Small wonder the woman used lame arguments,she knew well the customers could make do with it,or else they had to go to elsewhere and pay 20p a time.
@Janey1966 (24170)
• Carlisle, England
21 Sep 12
That's so true. Ironically, when there were more council toilets to go to we were charged 5p a time and thought THAT was outrageous. Then it was free therefore the council wasn't making any money..so they've all been ripped out, probably at huge cost. There would be even more of an uproar if department stores started charging but the upkeep should come out of their profits anyway.
I have written a letter to the 'main man' in London, expressing my concerns and I shall let you know if I receive a reply as I've left off telephone numbers and my email address on purpose so a letter will have to be written by him if he wants to reply.
@changjiangzhibin89 (16761)
• China
24 Sep 12
The department stores have made so much profit by selling stuffs,they bear responsibility for upkeeping the toilets.But there again,the toilet is a window on the department store.
