Here’s a clear example. I sent this complaint to M&S today:
“I was in Lowestoft M&S this afternoon about 4pm. I collected my purchases and took them to the cash out. There was one cashier at the desk (which has three or four tills) who was dealing with a customer who obviously had a shipping order and was taking along time to serve. There was no-one else waiting.
I am disabled and while I can walk with a stick, standing for even a short time causes pain. After waiting for some minutes in increasing pain, I moved to the vacant till next to the cashier who was still serving the same person in order to put my purchases on the counter so to use both hands to support myself.
At that point the cashier turned to me and said "the queue is the other side sir". When I looked where she was indicating, there was a lengthy queue.
I left my purchases on the counter and walked out.
Firstly and most importantly, you should have facilities for disabled people who are unable to stand for very long. Secondly, your management appears to be lax as, while this was happening, there were other shop assistants wandering around - one actually through the cash desk and none even looked as if they would attempt to relieve the queue.
I am copying this complaint to my blog.”