Mo
Collected on:
Unprofessionalism and rudeness, absolutely shocked by my experience
Where do I start, I've used WH Matthews many years back and had a good experience but recently used them and my experience with David Williams was nothing short of unacceptable.
He was patronising through out our short and "rushed" encounter. After our meeting he told the receptionist to write a receipt. The receptionist seemed very tense when she was communicating with him, which gave me the impression that maybe the way he interacted with me is how he always interacts with everyone including his own staff.
I later realised that they had written up the incorrect receipt, instead of £20 it was for £10. I then went back and told a different receptionist and she advised I had to come back on a day that the receptionist who made the mistake was available. Which seemed very unreasonable to begin as I thought to myself why am I going to have to take my own personal time and come down again.
I then called on the Thursday (when I was advised she would be in) but she wasnt so requested to speak with David Williams with the hope that he could resolve the situation. Again he was rude and patronising from the get go, cutting me off, I explained what had happened and how I had already come back and was told the receptionist wasn't in and if he could fix the problem, he told me the same thing that, the receptionist who made the mistake wasn't in. I reiterated that I couldn't keep waiting for something as simple as an incorrect receipt when he could just write a new one, he then questioned me on "how would he know I was given the wrong amount on the receipt" I explained that he was present and he asked the receptionist to draft a £20 receipt and that if he didn't believe me i'd be bringing the incorrect receipt in. He then angrily asked "what do you want?"
Baffled, I explained that I simply want the receipt to be amended to the correct amount, I could have easily just asked for a £10 refund for them mistakenly giving me a £10 receipt. He then reverted back to saying i'll have to come another day next week as the receptionist wasnt in and he was too busy, we went back and forth and he continued in his rude unaccommodating manner, till I eventually hung up the phone.
I then went back today as I needed an amended receipt and the receptionist wasn't willing to help me as she said it wasn't "her" that made the mistake and a different receptionist. I mean I'm just baffled at this way of thinking. WH Matthews made a small and simple mistake that anyone can make and instead of resolving it within a minute, dragged this issue out and 2 separate individuals spoke to me rudely.
Especially David Williams, i'm assuming he's a partner there and has only worked at WH Matthews for however many decades he's worked there and doesn't know or doesn't care on how to interact with clients. I cant remember the last time I was spoke to from the get go with such disdain disrespect.
I'd suggest providing David with some updated training on management and customer service. I could see how tense and almost fearful the receptionist I first met was when interacting with him.
Will not be using you again and my friends and I have a large social network presence and will insure I use all channels to let our followers/network know of my unacceptable experience with WH Matthews.
Having had a look at their website David Williams seems to be an Associate and WH Matthews.
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