Once again today I had a totally frustrating experience trying to actually buy something in this large, untidy and sprawling place. No-on around on the shop floor to answer questions and help you find things. Then at the checkout there was a queue of about fifteen people. There were two staff, who spent five minutes huddled over a malfunctioning lottery machine. Then the first person they served had a voucher which refused to scan, cue a long phone call 'upstairs' which no-one apparently answered. It took about twenty minutes to buy a few items, and in that time several people abandoned their purchases or took one look in the door at the queue and walked off.
The sheer complacency of this understaffed and inefficiently run mega-shop is mind-boggling - I can't see how they manage to stay in business with this attitude. It's the same in their branches at stations and airports, where there are never enough staff on to deal with the long lines of people.
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