Has Customer Service Declined? — and Is It Ruining the Shopping Experience?

Customer service has taken a nosedive. There, I’ve said it. And I spent a decade in customer-facing roles, so I do understand the challenges – it’s not an easy job, and mostly a thankless one. But as a customer, I have found myself noticing a lack of care in places that would benefit from prioritising it. 

Take tonight’s shopping experience (which inspired me to write this): I returned a pair of trousers, intending to exchange them for two items and pay the difference, which I did. On the way out, I checked my receipt (which is something I urge everyone to do), and found that I had been overcharged (one of the items was on offer, but the item had not been discounted at the till). 

I enquired further with a staff member who confirmed the error, and told me to notify the manager. The manager, understandably, wanted to verify my claim, which meant winding my way through the shop again to show her the item. 

I had already queued for a considerable time to make the initial exchange, so when the manager started to mention rejoining the queue, I protested. I was not going to rejoin the queue to correct a mistake for which I was not at fault. The manager acquiesced, and I followed her back to the tills. More waiting ensued, as both customers ahead of me had complex exchanges or returns. Eventually I received my refund. But only after the item was returned, refunded, and purchased again. 

This wasn’t an isolated incident. A month or so ago, in a different store (same brand), I came across a misleading display of coats. Discounted jackets were mixed with similar-looking full-price ones. When I mentioned it to a staff member, I admitted I didn’t expect them to agree with me, but it was undeniably misleading. To their credit, I later overheard a manager telling a member of staff to rearrange the display. 

It’s moments like these that highlight a worrying trend in customer service: the absence of problem-solving, initiative, and care. Staff seem bound by inflexible policies or lack the creativity to prioritise customer satisfaction. I can’t help but feel that staff are over-reliant on procedures and policies, and often unwilling to adapt to real-world challenges. Suggesting a customer rejoin a queue to fix a mistake exemplifies this rigidity. It’s as if employees are unable – or unwilling –  to act outside of their scripts. And it is ruining the customer experience. 

When good customer service is a given, customers are more likely to return. It also creates room for something even better: genuine connection. Efficient service leaves time for pleasantries, and positive interactions. These are things that often turn mundane or routine transactions into moments of value. Nothing, however, sours the mood quite like waiting for ages only to be told ‘no’, and I’ve been on both sides of the counter. Flexibility is key – unless something directly violates company policy, staff should be empowered to find solutions that work for both the customer and the business.