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Hi
I am writing this on behalf of my friend. This morning, she went to Aldi at Rutherford to purchase one of the mattresses. She asked for assistance to put it in her car and was told that they could not do that. They are allowed to help in store but not in the carpark. So, she struggled with the mattress into her car. She turned around to put the trolley back and saw the staff assisting someone to put a mattress into their car. Robyn went back into the store to ask why the other person got help and she was denied assistance. First, she was told by the staff that the other person was a staff member. Robyn asked again why help them and not me. She was then told they helped cause the person was pregnant. Robyn then started to get upset and said, "well I've had breast cancer and two boobs removed so why can't you help me." She started to get upset and she did swear. She was then told to leave the store and that she was now banned for entering the store in the future. Again, she got upset with them and swore. Now she has calmed down she does regret swearing at the staff. She was getting upset because she has had back surgery and after lifting the mattress into her car she was in lots of pain.
Desired outcome: We would like an explanation please to why someone can be told no you cannot have assistance and then not even five minutes later the same are helping someone with the same product into a car in the same carpark.
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Thankyou so much for your compassionate words.
Yes consistent policy's would mean this whole situation would not have happened.
The person that did receive assistance was supposed to be a staff member, they should have known they are to bring their own help with them as staff on duty cannot help in the carpark.
I will show your kind words to Robyn and I know she will appreciate your reply.
Again many thanks
It's disappointing to hear that the staff weren't consistent in their assistance policies, especially when Robyn could have used some help with her health concerns. It seems like they missed an opportunity to show a little empathy and kindness, which can go a long way, especially in a challenging situation like this.
It's understandable that Robyn was upset, especially after struggling to get the mattress into her car and then seeing others receive help she was denied. It’s one thing to have a policy, but it’s another to apply it inconsistently and leave someone feeling hurt and ignored.
While swearing wasn't the ideal reaction, it’s easy to see how the situation might have overwhelmed her given her past experiences and current pain. Hopefully, Aldi can learn from this and provide clearer guidance to their staff to avoid situations like this in the future.
I hope Robyn recovers quickly from her pain and feels better soon. Remind her that she's been through a lot and shown incredible strength, and I hope her next shopping experience is much smoother and stress-free.