Last December, a Facebook social media post by an unhappy customer triggered anger among employees. Lidl in Tavistock, Devon had an alleged incident that the company is now investigating. This may be a situation where reputation management went a bit too far.
Customer Service & Social Media
Plymouth Live broke the story about a customer shopping, minding her own business in a Lidl Grocery Store, when suddenly she was asked to step in the back. The shopper first discussed how during a visit, she had her bags looked through by a staff member. The staff member used the excuse that they have had a lot of mystery shoppers in the stores during December. She was very upset and chose to write about her experience in a local Facebook group asking if anyone else had that experience in the store. Her post went too far according to a store employee.
Next time she shops, she is confronted about her Facebook post. During the conversation, she turned on her mobile audio app to record the conversation. It went like this, according the the publication:
The Facebook Post Scolding
“Ana provided Plymouth Live with a recording of the alleged conversation.
In the recording, a person says: “First of all, are you aware we’ve got a customer service number to contact for any issues you might have in store?”
Ana responded: “Sorry?”
He continued: “Are you aware we’ve got a customer service number to contact for any issues you might have in store?”
Ana replied: “Yeah possibly.”
“Lovely. So what I’m going to speak to you about is that you chose to use social media to complain about an individual, one of our members of staff.. You failed to contact a member of staff about an issue you had.
“We’ve got it all documented and passed on to our HR department. So what I’m here to do today is to make sure you’re aware we have ways of dealing with issues. What you failed to do was mention to a member of staff or anyone about the issue.”
Anna replied: “You can’t tell me what I failed to do or what I have and have not done. What I post on Facebook is my choice, and I suffer the consequences. I’ve already sent an email.”
The worker responded: “Perfect, lovely, that’s fantastic. So what I’m saying to you is that I would ask you not to directly put abuse about a young woman on the shop floor who you upset by doing that.”
Ana hit back: “My post is not directed at her. There’s no mention of your member of staff, I can show you my post. It’s asking if other customers experienced the same things. My post is not directed at anyone there’s no name.”
He then said: “You’ve posted something that has incited comments against an individual. What I’m telling you, what I’m asking you to do is to not open abuse to staff who are working through this pandemic..
“What I’m speaking to you about is that there are means and ways of speaking to members of staff. I’m informing you, I’ve never said you’ve done anything other than what you can and can’t do. You can call members of staff if you have any issues.”
What Happens Next
What happens next is that Lidl is investigating the incident and has issued an apology.
A spokesperson for Lidl said: “We were very sorry to hear of this incident and would like to sincerely apologise for any distress caused.
“We can confirm that this is currently being investigated by our regional management team, and that our customer services team are in direct communication with the customer, who will inform them of the outcome.”