  |
Complaint Date 30/12/2003 |
Complaint entered by dani-dean@blueyonder.co.uk |
Merryhill Centre
Brierley Hill Dudley DY5 1QL  |
|
| The Complaint Shop All Your Complaints under one Roof |
|
|
Last update 17/10/2007 |
|||
|
|
Complaint Date 30/12/2003 |
Complaint entered by dani-dean@blueyonder.co.uk |
Merryhill Centre
Brierley Hill Dudley DY5 1QL |
|
|
I went to the Merry Hill
Shopping centre yesterday. I have a 1 year old little girl. Firstly I have always been disgusted with the baby facilities in this centre and secondly, I went to the Costa coffee cafe on the lower mall by H&M to ask the staff to warm up a bottle of milk for my daughter. They refused to heat up the bottle of milk as I didn't want to purchase anything. At this point my little girl started crying as she was hungry. I said I didn't want to buy anything, I wouldn't even take up one of there seats all I wanted was for them to heat a bottle. They told me no, so I had to wait 10 minutes in the queue with a crying baby just to buy a can of coke so they would heat up a bottle for me. I am absolutely disgusted at the treatment I received when they could clearly see my daughter was getting very distressed. I only wanted a bottle of milk heated up. I want something to be done about this. It has put me off shopping here because of this. |
| We sent the e-mail from Mrs. Brazier to the Merry Hill Centre and to Costa Coffee's registered office in Luton and asked them for their comments. Whilst the Merry Hill Centre replied quite swiftly [ see below] Costa Coffee have not answered our letter |
|
Merry Hill prides itself in providing a high standard of facilities for parents and their children. It was therefore surprise to hear that you have received a complaint regarding the lack of facilities for the care of small children within the centre.
Currently, Merry Hill offers the following facilities and
services for families: •
Baby
Changing Suite (located in Customer Services Suite) containing bottle
warming facilities, number baby changing areas and curtained feeding areas • Easy access to both mall levels • Mother and Child parking facilities
• Snappers Crèche With exception of the Crèche, all facilities are provided free of charge and our Customer Services Team located in the Tourist Information Centre, Travel shop and Central Information Point are happy to assist with any queries. All seated restaurants in Merry Hill will also provide bottle-warming facilities to paying customers In relation to the incident in Costa Coffee, we would like to apologise on behalf of the Merry Hill Management for the distress this experience caused Mrs Brazier. You may be aware that in 2002 Merry Hill launched the Customer Service Charter Mark which means that all retailers supporting the scheme exceed legal requirements and push the boundaries to provide customers with superior customer service. Unfortunately, Costa Coffee are not part of this scheme and therefore Merry Hill have little influence over the customer service provided by this retailer. |
|
Update: 21/01/04 |
|
Costa Coffee have clearly no intention to reply to our letter in which we had asked them to let us have their guidelines for such incidents and to explain as to why they have warmed up the baby bottle but made it conditional to making a purchase. We take this refusal to reply as their confirmation that they have no clear company guidelines and that their outlets do not welcome young mothers with children. Better stay away from them and find somewhere else if you have a young child.
|
| Complaint Status: Closed | Overall Efficiency: Merry Hill Costa Coffee | good ««« Zero |
| Respond Time : Merry Hill Costa Coffee | good ««« Zero | |
| Final Outcome : Merry Hill Costa Coffee | good ««« Zero |
