MANOR Genève — Attraction in Geneva

Today we faced a very unpleasant situation. Firstly we were waiting in line to check out for about 25 min and we perfectly understand the current difficult situation with the qurantine, therefore that was not a problem. However, when we reached the counter the person working just decided to leave in front of us telling us to que at the end of another line and the other lines were even longer than before, so we knew we had to wait to check out for another 30-40 min minimum. However, the self checkout zone was almost empty so we decided to go there. However, the woman supervising the zone told us that our cart was too big even though it was far from being fully loaded. We tried to explain to her the situation, but she told us that we still had to go back to the line. Indeed we were 2 people so we told her that we could check out and pay separately and that would not even be more than 10 items for each one of us. She woulnd't even consider that and in an aggresive manner told us to leave that zone. At that point I was already fed up with the service and told my girlfriend that we are leaving and going to buy our groceries in another supermarket near by (Coop). However she convinced me to stay, because we already spent like 40 min of our time waiting. After, because we knew that we did not have a lot of items and the problem was the cart, we decided to go ahead and separate everything into 2 small baskets and came back to self checkout, where another woman working there came up to us and a few other people and politely told us that we could use the quick line service where you usually check out less than 10 items in order to avoid a big line here. We did so and in 5 min we payed and checked everything out and were leaving. When we were just about to leave the check out zone another employee with a name badge of G. Clarc or G. Clark (not sure) came up to us and accused me of insulting his colleague by calling her a p#te (the one that told us that our cart was too big and that we should go back to wait in line). This is completely absurd, because despite me looking angry and dissapointed with the service I would not allow myself to call someone a b#tch. She also said that I supposedly called her a b#tch in french (p#te) whereas even if I would call her a name, I would do it in english, because I barely speak or understand French. He approached me speaking in French and Iimmediately told him that I do not speak French and asked him to speak in English to me to which he responded by "No, tu parle francais" (which means no, you do speak french). I kept telling him that I barely understand it and my girlfriend then started to translate from english to french, so we could understand each other. Then, it turned out that he spoke perfect english, he just refused to do so because he was convinced that I speak french. It made it diffuclt for all of us and I consider it disrespectful, because I did try to say to him what I could in french and told him that I did not insult his colleague and asked him to call her over to sort things out, as she was not at the shelf checkout zone anymore. When I realized that he spoke english and just refused to do so I told him that I do not have time for this and that I am leaving, then he started to follow us to the exit and kept repeating in french"you insulted my colleague and I believe her". I really do not understand what he was trying to get out of this, but at that point another employee of manor came up, he did not have a name badge on but introduced himself as the head of security. He was very calm and respecful when talking, despite the fact that he spoke 0 english, we could communicate with him in a much more pleasent way. He asked us to explain the situation and my girlfriend did so in french. He said that it was all fine and that it was probably a misunderstanding and that the quarantine situation makes everyone nervous. I asked for the manager in order to complain about G Clarc and his false accusitions, but I was told he\she was not available. I feel very dissapointed...

deep dissatisfaction with the service I received today at your make-up & nail section, specifically regarding the assistance I sought for choosing a LED lamp kit for nails. The staff member I approached, whose nametag was written as "Rohima" or "Roihama" exhibited an appalling attitude that left me astounded.

As a frequent client of Manor, I have come to expect a certain level of professionalism and helpfulness from your staff. However, my encounter with Rohima/Roihama was far from satisfactory. Despite my attempts to communicate my needs and desire for assistance, she displayed a complete lack of interest in understanding my questions and concerns. Her dismissive behavior and unwillingness to assist me in comprehending the differences between the two sets of LED lamp kits were both astonishing and disappointing.

What was most disheartening was the way she belittled my limited French proficiency, assuming I wouldn't understand her conversation with a colleague. To my disbelief, she told her colleague who was there to assist her english conversation with me "Who knows why the kits are different, call the company yourself to ask." Such a remark not only demonstrated her lack of knowledge but also highlighted her disdainful attitude towards customers who are genuinely interested in making a purchase.

I strongly believe that Manor should prioritize the training and development of its staff, particularly in the area of customer service. It is imperative that your employees possess the necessary knowledge and, equally important, the willingness to assist and guide clients, especially when it comes to selecting products.

I have always appreciated the wide range of products and the pleasant ambiance that Manor offers, but the service I encountered today was unacceptable. I hope that my feedback will prompt you to address this issue promptly and ensure that all your staff members understand the importance of providing exceptional...

I sent the following comments to Manor customer service to give them the opportunity to respond directly and avoid me publishing them.

They have not reacted for two weeks, hence I now share with those interested in reading.

Bon jour,

Since long, I’m one of your happy and therefore loyal customers.

However, the attitude of one of your staff at the Manor Food Self-Checkout recently made me so angry that I decided to post a negative review.

I take advantage of this review to also voice my critical opinion on another subject which is increasingly important – also to your customers:

Self-checkout

On several occasions,

discounts announced in the food store are not fed into your system, so that - unless you control the receipt - these discounts are simply not given

products appear on the bill which that have not been scanned / bought

And recently, I noticed that two articles did not scan correctly. After repeated trials, I asked an employee to help – and the number code had indeed to be entered manually.

Instead of an apology for the poor functioning of the cashiers and a thank you for my honesty, I was told it would be ‘my problem’ if I hadn’t noticed the missing products on the list and was caught at a control.

Are Manor’s employees aware of the fact that their salaries are paid by us, the customers, and not Maus Freres?

Pollution

Tell me it’s not hypocrite:

There, at the self-checkout, you charge 5 Cents pro plastic bag claiming it is ‘to protect the environment’.

And here, 2 meters away, you offer mineral water from Fiji – that has been transported 17’000 km around the globe!

Similarly wrong: totally out of season, you offer for example asparagus or cherries from Peru and Chile.

You may claim this is to respond to consumer needs - but that is not true: irresponsibly, you create unnecessary demand for unnecessary products.

Act responsibly!

Oh, and don’t get me going on your Manor Card …

Thank you for reading...