Superdrug — Local services in Birmingham

I’ve just been into Superdrug. I work in a retail store in town and was recommended a product by one of my team members. I go in often, and as the staff are usually scarce, I tend to get served at the perfume counter without any issues.

After seeing security laughing and joking with team member, I thought, great they must be free. As I walked up, the large Asian lady there got a customer in front of me. While serving that customer, she shouted over to me in a very condescending tone, “This is the perfume counter, i'm just serving perfume only.” I simply replied, “Yes, okay, I’m happy to wait,” as I was planning on getting a top-up of Ariana Cloud. I could see they had it in stock, as the tester was on the till. She response " no you have to go over there" (she still had no idea about if i wanted perfume).

I then said that I didn’t have my card and usually get served there - and come weekly to get my cosmetics. I mentioned this because she had abruptly told me the queue was over there- pointing and shouting (her other customer still waiting). I know this store well — I spend hundreds there, regrettably. Since I work in town and it’s right next to my workplace, I often pop in.

I thought, forget the perfume — she clearly doesn’t want to serve me. I gave her a confused look and joined the other queue. I then saw the manager and said, “This lady over there just spoke to me very rudely.” I explained that she shouted at me to queue elsewhere. The manager’s response was dismissive and lazy, to say the least. She said, “Maybe because the queue is big here.” There were only four people — that’s a silly and unproductive response.

I said the issue is that she shooed me off to this queue and said “What?!” rather than “Pardon.” There are many different ways she could have handled the situation. The manager immediately went over to speak to her, which was so inappropriate. While I was stood in the wrong queue with no perfume, I could hear the lady shouting and pointing, saying, “I didn’t say anything to her,” twice.

What on earth is going on with customer service and decorum in that store? Retail is dying, and this is the reason why. On my lunch break, I could have stayed in my store and ordered to my address with no fuss and next-day delivery. Please do something to keep retail alive and customer service at the forefront of what you do. Some work clearly needs to be done in this store on your values.

To top it off, I shared my experience with my team member when I got back from lunch, and she asked me, “Was it the Asian lady on the perfume counter?” This woman is clearly an issue and will be affecting your AOV and UPT- is she okay do you need to do a well-being check on her she does not seem...

Today was the first day I shopped at this superdrugs. I never leave reviews but thats how bad it was. The blonde girl at the door was unfriendly and reluctant to help or talk to me when i went to ask a question. Thats bad customer service. I also found it quite rude that when I went to make up, suddenly the staff from the back of the store came to watch me, in total 4 including the girl on make up. It’s not like I was dressed badly or anything or carrying a bag either, nor did I fit the standard of someone who looks suspicious. I was only in that section for a minute or less and the only one in that aisle. I can’t help but notice with the other reviews too, it’s brown people getting profiled and no one else. But let’s be real for a second, as someone who works close by, it’s not the brown people that are the ones you need to keep an eye on. So what sort of profiling is this? These employees need to be taught customer service skills and be taught not to racially judge someone. I get you have to watch people but 4 is a bit much and frankly insulting, for as soon as I left that aisle the staff dispersed so i know the attention was directed at me. The girl in the hijab. I’ll take my business to...

I visited this store recently and had quite an uncomfortable experience at the checkout.

While I was queuing, the male cashier asked me to “stand a bit further back” — which I didn’t fully understand, since I was simply waiting quietly in line and wasn’t too close to anyone. It wasn’t said rudely, but it still felt unnecessary and a bit awkward.

Then, when it was my turn to pay, he didn’t greet me, didn’t ask if I had a membership or loyalty card, and didn’t say anything at all throughout the whole transaction.

What really stood out is that he treated the customer before me very politely — asked her about her membership and chatted with her nicely.

I’m not saying I was treated rudely, but the difference in attitude was noticeable, and honestly, it made me feel a bit uncomfortable and singled out.

I hope the staff can be a bit more consistent and inclusive with all customers. Everyone deserves to feel...