UK shoppers urged to complain

The campaign encourages shoppers to be demanding

British shoppers are hardly known for standing up for their rights, so the government has launched a new campaign to make us more demanding consumers.

When consumers are in the driving seat, businesses will compete harder for their money

John Vickers, OFT

The Office of Fair Trading (OFT) is behind the new campaign called 'It is Your Call'. which aims to give consumers confidence to get a better deal, and is being fronted by Alvin Hall, presenter of BBC2's Your Money or Your Life.

"In America when we bargain and get something at a lower price we are really proud of it because we've saved money," said Mr Hall.

"In Britain people are often embarrassed that they have to negotiate, they feel that it makes them look cheap."

The OFT guidance says:

• Be assertive, ask for what you want and do not just accept what is offered.

• Negotiate on price, don't be afraid to tell a supplier you have a better deal elsewhere.

• Do your homework and shop around, not just in terms of price, but after sales service, delivery terms, extras that are offered.

• Consider whether it is worth paying for extra services or for better after sales service.

• Complain if purchases are not up to standard.

John Vickers, Director General of Fair Trading, said: "In addition to our work on consumer protection, we want to raise the emphasis on active and aware consumers.

"When consumers are in the driving seat, businesses will compete harder for their money. This will be good for consumers, for businesses that serve consumers well and for the economy as a whole."

Your comments:

Too many shoppers are afraid of complaining in the UK. When I complain which I do when ever there is a problem, other people look at me as if I am mad. It's people like me that get better service for all the people that do not complain. I will try very hard to make sure any poor service is addressed but some companies just do not want to remedy their problems, in which case I will never use their service again and make sure everyone knows it.
Colin Jolliffe, UK

British companies seem more concerned with making a profit than providing their customers with good levels of service.

Ed Neale, UK

Part of the problem is the very poor service we receive in this country. I spent three weeks in Canada last year and it was a joy - the service I received, at all levels of establishments i.e., from 'greasy spoon cafes', public transport, to the top hotels, was exceptional - nothing was too much trouble. The sad thing was that I thought this was out of the ordinary, but for the Canadians it is the norm. In this country the "take it or leave it" and "it's too much trouble" attitude still prevails, most notably in the larger companies/chains. I think there has to be a complete attitude change to "customers" before we can even begin to get anything like decent service. It's ironic that over the past ten years we have been bombarded by "customer services", yet we have never been more badly served as customers!
Julie Gooding, England

How I agree that we British on the whole do not complain enough. Although I am one of a small minority who complain if I do not receive either good service or the goods I have purchased have not been 100%, and although many consumers moan about things being too expensive, if they took the time to look around and shop more carefully either online or on foot, they could compare prices and quality more easily.
Mrs Valerie Wood, England

The way to get what you want is keep cool

Jason, England

I think businesses also need to clean up there act and make themselves more aware and responsible to their customers. It's not just about price any more it's also an exceptional level of service requirement from businesses.
Mike Hulse, UK,

I have an understanding of consumer law, with the grey areas I call the free legal advice line I have with my home insurance. If its not my fault, somebody is going to pay. If everyone had a similar outlook, good companies would thrive and the bad ones go bust. I don't have a problem with that !
Allan Robins, Great Britain (A Yorkshire man)

Having travelled to the US on a number of occasions I have come to realise that we really do receive poor service in this country and that we have just come to accept it. Shop assistants are sulky and sullen, waiters and restaurant staff roll their eyes if you ask for something, and as for public transport - don't get me started! Although, I would add that I do not wish to generalise and I appreciate that there are people out there who genuinely provide a good service to their customers and clients. It is unfortunate, however, that they are few and far between. It is time that the British public stood up for themselves and said when they were not happy with the service they have received. I ALWAYS complain!
Julia, Wales, UK

Many online stores seam to have their prices 'set in stone', as customers add items to their online basket and check out. However, a better approach, is to find the items you want, then phone to store and haggle for a lower price! I do this for the majority of my online shopping! Ask for a discount, at worst, they can only say no.
Dave McLaughlin, UK

Next time you are in a restaurant, count the number of people who say thank you to the person clearing the dirty plates away

Martin, England

I agree wholeheartedly with the comments about Canada. I went there for a 10 day holiday a couple of years ago, and got used to personal and sincere attention, an obvious recognition of the value of you as a customer, and just a general courteousness that is lacking here. The difference was brought back to me when I flew back to Gatwick - I drove up to the airport car-park exit and cheerfully said hello to the cashier/attendant, who just handed me the exit ticket wordlessly whilst staring into the distance beyond me. And just try being in an Irish shop 5-10 minutes before closing time: They can't wait to get rid of you!
Simon Holt, Ireland / UK

Although we may not complain loudly, I'm quite sure that news of bad service spreads and rather than being given the opportunity to put things straight, businesses simply lose millions of pounds in customers going elsewhere. I will happily avoid shops who have given my friends and family poor service, knowing that there are better places to be found.
vv, UK

I wish more people would stand up to these companies

Nick, UK

Brits are generally very poor at complaining. Not they don't do it they just don't do it well. Having worked in complaint handling for some years I have seen many complaints that are little better than unintelligible rants. The way to get what you want is keep cool, know your facts, keep records of all your calls or letters and find out what the law says and be reasonable about your expectations - you're not going to get £1,000 because your toaster is faulty!. The Sale of Goods Act is a very good bargaining tool as are key phrases like "Duty of Care" and "Fit for purpose". Also don't be fobbed off at the first contact, if you're not happy ask for it to be escalated - find out what the companies complaints procedures are and what regulators or trade bodies they have.
Jason, England

Spare a thought for the poor person behind the till - often their hands are tied when it comes to offering better customer service by bureaucracy. Don't take it out on the little people, ask to see the manager.
Andy, UK

I'm afraid the belief that British people are too polite to complain is a myth. The British shopping public are only too eager to whinge and complain. They will always demand their "rights", and then demand compensation is they don't get it. I would suggest that the main reason why people get poor service is that shop/restaurant staff only reflect the attitude of the customer. When we treat shop/restaurant staff like menial staff, we can't expect them to love us. Test: Next time you are in a restaurant, count the number of people who say thank you to the person clearing the dirty plates away. How about seeing how many people in the office say hello or chat with the cleaning staff.
Martin, England

Don't ever, EVER lose your temper!

Mark Serlin, UK

The general level of customer service indifference and incompetence in this country is astounding. Very few people take any pride in their work. In my experience across many different industries when I have been forced to make a complaint to a customer service department I rarely have received a response. Usually I have to chase it up myself. Most companies just want the customer to hand over their money and shut up. The rail industry is a wonderful example of this. I wish more people would stand up to these companies, it not about making an ugly scene it about getting what you paid for. If they want our money they have to provide the goods.
Nick , UK

Like tea, rain and cricket, grinning and bearing it part of the British makeup. Do we really want to adopt the "sue it if it moves" mentality, I think not.
Ian Jordan, Great Britain !

As a former consumer protection officer and- just to become Consumer correspondent for a NE evening newspaper - I believe we have a disease in this country of just not being prepared to complain. I DO! We talk about vocational courses for 14 to 16 year olds, what about something on consumer protection rights and how to complain. People haven't a clue, believing they by shouting loudly and saying "I know my rights" - when they patently do not - they may get some limited recourse. The retail industry does need a kick up its backside. Restrictive notices and statements are still widely displayed - and are mostly illegal - whilst too any play lip service to consumer civil law rights. Service, frankly, is appalling! I use to visit a newsagents in Birmingham - only to purchase the local evening paper - and during the transaction the shop assistant consistently managed to conduct the transaction without a: smile; thank you or hello. We are generations behind the Americans. "Power to the consumers!" Think again.
David Fryer, England

Hey! Stop complaining. You should try the service here in Germany: then you'd be glad to go shopping in the UK. In many shops here, the attitude of the assistants is that they are doing the customers a favour opening the shop at all!
Mike Williamson, Germany (British ex-pat)

There's usually no need for litigation. If you haven't received what you want or believe you are entitled to simply keep asking for it until you get it. Deal with "I am not authorised to OK that.." by moving up the food chain until you get to talk to the person who can make that decision - even if that means escalating up to the MD or owner of the business. And don't ever, EVER lose your temper! Treat everyone with the respect you expect for yourself. I always follow these rules and *always get what I want - unless of course the thing I want doesn't exist, in which case one has to accept that with good grace.
Mark Serlin, UK

I've gained a reputation in my office for being too hard on customer service agents. I have to agree with this, but it has to be done due to the dire customer relations we seem to have in this country. Having lived in US where customer service is a priority, I expect the same here - and at the very least something vaguely approaching it.
Ben Marinic, UK

Overheard on a railway station in London yesterday: Train company platform attendant to hassled passenger, "The trouble with you people is you think the railways are run for your benefit!". Well I think that clears that up nicely. We know that staff themselves get stressed but perhaps we've grown too used to the myth that we should be grateful for what we get!
Kenneth, Scotland

The issue goes much deeper than that, because the country is based on authority instead of democracy.

Martin Haversham, UK

Sadly, British companies seem more concerned with making a profit than providing their customers with good levels of service.
Ed Neale, UK

Better service in the US and Canada is largely because of the tipping culture. Waiters and bar-tenders in the US expect at least 10%, and 15%-20% is common. If we better rewarded good service in the UK, perhaps it would be more common. Are consumers prepared to put their money where their mouth is?
Chris, UK

Bad service should not be tolerated, but hopefully the OFT campaign will also explain the difference between justified and unjustified complaints, as well as the difference between being assertive and aggressive. It is important that all parties treat the other with the respect they deserve!
Jeremy Clarke, Great Britain

I think we should remember a balance. When you are all too ready and eager to complain, are you equally quick to praise and compliment excellent/outstanding service? It makes a huge difference to the lad on checkout or barmaid in the pub, and will probably encourage them to be equally pleasant to all comers. It also makes you feel good....
Liz, UK

I feel sorry for the people who are too 'British' to complain and demand good quality and service, the Americans seem to be more comfortable with confrontation than we do...
Larry, UK

Speaking on behalf of the frontline in the Retail industry. Spare a thought for us. Given the time and opportunity to provide the public with a genuine service has reduced with "Corporate Downsizing". Fewer people are doing the same job now compared to ten years ago. One store I ran started with 16 staff and within two years nine people were asked to exceed the targets of the previous years. Something had to give and time with the customer was it. Managers are also scrutinising stock holding and exchange policies before they are audited. Ultimately if you are nice to your customer and they are nice back then the giving process, whatever it is, is a lot easier.
Robert, Scotland

The issue goes much deeper than that, because the country is based on authority instead of democracy. Changing to a bottom-up dynamic (i.e. one where the public can affect change at the top) would have profound effects on British society. If the public starts to demand more from shopkeepers, where will it end? They might start to demand more from the government, from schools, from public services, and all these half-baked excuses we've been getting over the years for why things are so bad won't cut it anymore. Imagine the turmoil! It's best to keep the public docile and obedient like upbringing dictates.
Martin Haversham, UK

It's not so easy when in the store or facing a retailer who knows how long and difficult it can be for someone to back up the rights they supposedly have. Such traders also know that if I walk into a Trading Standards office and ask who to avoid because of complaints upheld in the past, they won't tell me.
George Barrow, United Kingdom

I work in a contact centre for a very large institution and get fed up with the idea from the public that customer representatives in these centres do not care. In any occupation you will always get people who are not interested in their job but I can assure you the majority of people working in call centres are 101% customer focused. Also in our centre if someone complains we monitor their complaint from start to finish.
Phillip Baker, uk

The law of survival of the fittest does not seem to be applying to big companies any more. Maybe we live in an apathetic culture whose citizens do not realize that when they walk into a supermarket they have 2000 votes to cast And it is really easy now to change gas, electricity and water supplier. Keep a mental list of the companies that have angered you and make a point of not helping prolong their existence.
Fred Harris, UK

There would be no need for the UK to become too litigious if the public in general did not accept poor service and at least made some attempt to voice their complaints instead of muttering under their breath and to each other. If you don't like it, do something about it!
Jenny, UK

Perhaps we should reconsider including the whole of the UK in any discussion. I have found massive regional variations and great differences between the Urban and Rural areas. East Anglia and the West Country have far higher levels of service than Central London more often than not. We should also consider whether we deserve good service. Having Worked in retail and service industries for several years I can confirm that busy and lazy customers are almost impossible to look after. These days too many Brits (esp. in the South East) shop when they are tired at the end of the day or busy on their way elsewhere. Compare this with the continental enjoyment of shopping. Perhaps we get what we deserve more often than we care to admit?
Ed Baxter-Wells, UK

I think service quality depends where you live in the UK. Whilst living in London I received poor service almost everywhere, now having moved 35 miles out of London local companies & shops are a pleasure to do business with; nothing is too much trouble, quality of work is good and you get service with a smile.
Simon Bedwell, UK

As the husband to an American wife, my eyes have been opened by her encounters of the poor standards of service here. It's got to the stage that we are planning to emigrate. In the US, employment protection is a lot weaker than here and a complaint usually results in the disciplining or dismissal of the staff involved. Also there is a very low minimum wage and serving staff make this up in tips of about 15%. Poor service would result in lower tips. The USA does not have the virtually unlimited welfare benefits we have over here. So job security is up to the employee's behaviour. Over here dismissing staff is a dangerous legal minefield and they can always draw the dole anyway. The core problem is that there is simply no incentive for people anywhere to improve their standards of service.
Paul T Horgan, UK

My credit card company cashed my cheque and then fined me for non-payment. When I complained, I was put on hold for 25 minutes, told to get a copy of the cheque (at my own expense) and write a letter to reverse the fine. A month later, I was invited to apply for a Platinum card. Are you kidding?
TC, UK

We suffer in this country from levels of service which would not be accepted in other countries & have done for a long time. We must employ as many people who handle complaints in this country, than we do people who face the consumer. It's about time we got a better deal..
M McDowell, U.K

When I worked for a well-known academic booksellers, us shop assistants were told to offer credit notes instead of refunds. Most customers humbly accepted but if they declined and asked to see the manager she would never, ever say no. Shoppers need to be assertive - Know your rights.
Donna, US/UK

No matter how diplomatic, pleasant, non-confrontational, assertive you may be when you voice a complaint, it is a futile exercise if the individual to whom you are voicing the complaint does not care. It is very disheartening to receive such a blank response when you exercise your right to question the quality of a product or service. How often people neglect the value of eye contact; of apologising; of showing understanding. It is unfortunate that business have gone on the offensive with regard to public complaints, tarring any valid objection with the "whinging" brush. Complaining is not a battle. If handled responsibly both parties are equal and both can gain from the experience. The public do not need encouragement to complain, they need guidance one how to do it effectively. And businesses should not fear customers who complain, they need to understand them - it is the foundation of a successful business.
Harry, UK

I guess one of my 'faults' is that I hate conflict - but this probably applies to many other people in the UK. I prefer to live in a country where good manners and politeness is regarded as more important than the ability to be 'assertive' whether this is by the service provider or the service receiver. The desire to be genuinely helpful or genuinely concerned about lack of good service is far better than the practice of trying to instil the 'perception' of good service or the practice of putting on an assertive mask when complaining.
Stewart Brown, UK

I have a service agreement with British Gas. They seem to be eager to sign the agreement and arrange a direct debit. The service is poor. Last year I had to call several times to get someone to do the annual service. I was due another annual service in October and is still waiting for the job to be done. I heard breakdown services are given priority but standard servicing are often left out. If so why do we pay service maintenance. I don't think I am one of those who accept poor service easily. We do not seem to have much choice. We have to go through so many departments to lodge a complaint only to find out that our complaints are ignored.
Aishah Brown, UK

'Americans get better service' is a myth. I've visited numerous restaurants, shops and hotels across the US where the service is either as grudging and miserable as anywhere in Britain, or creepy, over-attentive and false-interested. The American minimum wage for tipped staff is about £2 an hour - half the standard - so people tend to resent their jobs or try way too hard. If you want good service, try Australia, where tipping is almost unheard of, and as a result service staff have to be paid enough in the first place... although the best waiter service I've seen for ages was in a hotel in the UK, last summer.
Steve, UK

Tipping has nothing to do with better service. In Australia there is no tipping, & you will find there that the saying "no worries" means exactly that! Anything a shop assistant, bus driver, hotel clerk, waiter... can do for you, they will. - NO worries at all. It is a community attitude, that pervades all of society. While I think it should be enforced (if need be) by the big companies on their staff. However, it is up to us British public to treat workers as EQUAL human beings, not sub-servient, lower-class citizens! It's time to wake up Great(?) Britain.
Scott Harris, London, UK

Oh dear, please don't become like the US. Shopping there winds me up something awful. I really don't want shop girls hounding me all over the shop or being overly-chirpy just because it's policy to smile when they say "welcome to Shop and Shop, my name is Tiffany, how may I serve you? Have a nice dayeee!!" ick, ick and more ick.
Lisa, UK (US ex-pat)

I have a bit of a reputation with family and friends for deal hunting and complaining. On biggish purchases, I always check out prices on both the net and by phone and if needs be point out the differences to the retailers. I also always complain if goods or service is not up to scratch. I've saved a small fortune in money off purchases and good will gestures for complaints over the years. So I would argue that I'm not only doing me & mine a good turn but also every one else in Britain.
Neil Hall, Birmingham, England

It helps to be aware of your rights when you shop, but you also have to recognise the limits of the person you're dealing with. Most shop staff have little authority, and I have yet to meet the first person who becomes instantly helpful when faced with abusive language. Stay calm, clearly explain the problem and help them to help you. Plan what you want out of the discussion (be realistic) and pursue it - and yes, this may need repeated escalation up the food chain. Just stay calm and hold your ground if you feel you're in your right, but don't expect miracles.
Peter Houppermans, UK

I think the UK consumer is more vocal than ever before. Equally so are the media. As someone in customer service, I've been surprised by the speed with which consumer programmes on TV and radio have become entertainment, whilst at the same time businesses are getting less of a fair hearing than ever before. I'm also astonished by the OFT's nannyish attitude (customers have haggled for years).
Jeremy Overton, UK

Great, as if the English don't moan enough already, now a government department is telling them it is their economic duty to do so. I think we've got quite enough moaning gits in this country already without the government adding to the problem. Why do you think the Australians call us whinging poms?
Steve, London, UK

surely we should look at our own behaviour and manners before we start blaming the shop assistant for everything that's wrong with the world

Miserable Shop Girl, UK

I have to agree with Martin from England that the attitude of serving staff often reflects that of the customer. I spent some time working as a waitress in a busy restaurant and was initially shocked at how rude and thoughtless customers can be. As an example, one 'lady', on giving me tip, took a 20p piece from her purse and said 'This is for you' before dropping it into the full ashtray in front of her. I was duty bound to thank her!
Miranda, UK

The problem in this country is that the public do complain but dont know how to do so most people think if they rant and rave they will get the service that they want when in fact that is the opposite. If you have had bad service complain but quietly and calmly state the problem and how you would expect it to be resolved. You will find people are more willing to help than when someone is threatening you
anon, england

I agree about shopping around. I just got 3 quotes for some plastering work: £640, £500 and £270, and the lowest one came with a recommendation for good work. Also I would say, please tell people when they have done something really outstandingly good, it means so much motivationally. I contacted the DVLA last year to tell them how pleased I was that they got my new licence to me quickly so I could hire a car on a business trip. The only place I could find on their website to send comments was the complaints section. I wrote a message there entitled "this is not a complaint".
JS, UK

I think the UK has a poor track record of providing quality customer service, mainly because we have a long history of the 'put up or shut up' attitude. However it isn't all bad, whenever I am impressed by how nice or well treated I am by a company I usually recommend them highly to people. Likewise if I have received poor service I will tell whoever is willing to listen just how bad they are. I wouldn't like the UK to adopt the US style tipping system though as I feel it would lead to the a type of service which I find offputting.
Scott, UK

I agree with Mike, service levels are really good on the whole in Britain in comparison with Germany, where when I last asked a shop assistant where to find a particular item, she snapped at me and told me to walk around the aisles until I found it myself - going home to the UK is a joy.
Kate, Germany

If a small operation in the UK wishes to compete in business with larger organisations they very often seek to offer better customer service. Sadly the supply chains for most products on the high street is geared heavily in favour of large operators and as such the small retailer is prevented from being able to offer what we require in terms of customer service regardless of friendliness and desire to help. I am talking specifically about the ability to exchange faulty goods or provide refunds.
Ramjam, Wales

Some of the comments voiced here are typical of the mentality of treating retail staff as lesser human beings than, say, an office administrator - 'food chain' indeed! A person working on the shop floor has as much right to be treated with respect as the next person. Is it any wonder we have to put up with bad service when we're ignorant, rude and downright abusive to a person just doing their job? No wonder shop staff are perceived as being miserable and unhelpful when they have to contend with the rudeness and disrespect of the general public every working day (including weekends and public holidays!)and get paid rather poorly for doing so. If we want better service, surely we should look at our own behaviour and manners before we start blaming the shop assistant for everything that's wrong with the world.
Miserable Shop Girl, UK

In the last month I have spent time in The USA and in Paris, I am also a frequent traveller to Germany. In the USA I have found that the staff who serve you consistently try to do their best to serve you well, this applies to shops as well as places like hotels where tipping is the norm, it is an attitude of mind, not just of money! In France as long as you make a reasonable attempt to speak a little French the service is excellent. Germany is the same. In the UK you can almost count on getting poor uncivil service, I now just walk out of places that choose to ignore my needs as a customer, I only spend my hard earned cash in places where I get good service. I also make sure that the management of places where I get good service are informed, and the staff praised!
Dave Hayzen-Smith, UK

Like most British, I hate confrontation and complaining. I have found that if I can't get anywhere in the shop, the best thing to do is write to the "customer services manager" at the registered address for the shop or company. Post the letter by recorded delivery, so they cannot deny ever seeing it, and wait a reasonable time. (7 days is about right) If there is no reply, write another letter complaining that there has been no reply to the first letter, enclose a copy of that first letter, and make sure they realise that the correspondence has been now been copied to the local trading standards office and/or the BBC's Watchdog programme. This works wonders.
Alan Jones, England

My life is much more peaceful now I've accepted that customer service here is just plain awful. Anything better than this then comes as a pleasant surprise.
Kevin Jones, London, U.K (originally from USA)

AMERICAN SERVICE IS NOT BETTER THAN BRITISH!

Elizabeth Hoyt, UK, US

I bought a toy at a toy store while in the UK, and an hour later I found the same toy at a well-known department store at one third of the price - and it was not a special sale, just the normal price. I tried to return the original purchase, explaining that I had found it much cheaper elsewhere. I was greeted with a dumbfounded look and told that this was no reason for them to take back my purchase and refund my money! I got absolutely nowhere in trying to get them to see the logic behind my request and eventually left the store with this three times overpriced toy. I never set foot in the place again. This certainly is a horrible way to treat customers. In the U.S., the store manager would have met the price of the competing store, even if they lost money. To please a customer and gain their goodwill is important for business in my opinion...
Roan, USA

I used to work in retail for some time, and while I did see occasional bad service, it was no where as near as the bad attitude of customers. Some people can moan at nothing, they come into a shop with the completely wrong attitude. Remember your manners and it goes a long way. Although if you do receive truly bad service or goods (as I have), complaining is the only thing to do. Or just don't shop there anymore. Every individual cannot be catered for 100%, if you believe they can you need a reality check. Mistakes happen. Be comparatively understanding or get over it. Most the time the value of the goods out way the stress you cause yourself and others.
Danny J, England

My bloke pointed out in a supermarket that all the curry in the aisle was out of date by more than 10 days. When told it wasn't her problem, the shop assistant had more than her hands full when all the customers waiting to be served abandoned their unbought purchases all over the place. When he said the same thing at the checkout the same response meant about 12 other customers checked all their purchases and again abandoned some dodgy items where they were standing. Complaining may not get you anywhere but one act of standing up for yourself can influence all those customers around you.
Trina, UK

Throughout my school and university years I worked in various retail environments and often felt that people fell into two broad groups when it came to being dissatisfied: those who were unhappy but only griped to their spouse/friend etc. as they left the shop, and those who felt that I was second class citizen who they were perfectly within their rights to fling personal abuse at ("tart under a cap" was one of my personal favourites). Very few managed to find a half way house. Personally I was always more than happy to help out if there was a problem, but that enthusiasm always seemed to wane somewhat when faced with a torrent of abuse.
Kate, UK

Let's get this straight: AMERICAN SERVICE IS NOT BETTER THAN BRITISH! OK, if you're a tourist everybody's artificially polite to you and for a few days that's exciting. But don't presume you know America just because you've seen Hollywood movies and taken a fly-drive vacation to Florida. Try living in a poor part of an American inner-city or a rural town. Get a glimpse of the REAL AMERICA. The people in polo-shirts who say "Hi I'm Courtney I'll be your server today" - that's where they go home to at night. The majority of Americans are dirt-poor, much poorer than the British poor. Poor in imagination, poor in culture, poor in wealth. They live in a society where accumulation is king. I've lived in poor areas of the UK and the US, and let me tell you, the US has really got the poverty-thing going big time. Good, friendly service is only for the rich on the east and west coasts, and for the tourists. You're not as bad as you think you are.
Elizabeth Hoyt, US/UK

I think people should, of course, complain when they get bad service - but most of the people in this thread are either determined to see the bad side, or very unlucky! I live in Central London, and whenever we go out to dinner round about chat to the waiter, or to the pub and talk to the barman, or whatever, and the standard of service is almost always very good, without that awful American insincerity. If I were to be ripped off, or get a blank and unhelpful look when I returned something, I would complain. Most of the time the service I get is great. So lighten up a bit! Amanda
Amanda Jones, London, UK