The drama at the checkout: “We left the full cart and left”
It all started with a post by user Ashley, who described her disappointment with her Saturday night shopping spree. According to her story, she and her company spent 40 minutes shopping for three weeks' worth of groceries, filling a large shopping cart to the brim. Around 6 p.m., they headed to the checkout line, where an unpleasant surprise awaited them.
“There was only one open checkout and a few people were waiting. We lined up, but at 6:04 p.m. the store announced that the checkout was closing. They directed us to the self-service machines. The security guard aggressively told us 'no pointing' at the checkouts. […] With so much fruit and vegetables, we didn't want to use the self-service. We just walked out and left the full cart. What a waste of time and effort!‘ Ashley fumed.
The division: “Get used to it, this is Bulgaria” against criticism of the system
Her reaction literally blew up the group. Some Bulgarian users were quick to defend the staff and accuse foreigners of a lack of understanding.
- Bilyana commented: “It sounds to me like grumbling and an unwillingness to see the other side of things – that real people work there. Leaving a full cart is just rude.”
- Liya is even more direct: “People, please understand that this is not England, but a small town in Bulgaria. Leaving an overcrowded cart is far more unscrupulous than someone not staying after hours to serve you.”
The Bulgarian woman Atanasova however, confirmed the problem firsthand: “"The service is often like that there. Huge queues and 1-2 working cash registers. I don't even feel like talking about those self-service machines, which are a total disaster and block every 3 seconds."” The expat shared the same thing. Alex, who spoke about technical problems with self-service systems and annoying waiting for staff.
Should "This is Bulgaria" be an excuse for poor service?
The attempt by some commentators to justify the situation with mentality and geography opens up a much more serious question. For many, the argument “this is Bulgaria, don't expect much” is completely untenable and harmful.
Critics of this way of thinking are categorical: Bulgaria needs to learn and raise its service standards. Store staff are paid for their entire shift. The expectations are clear – employees are expected to perform their duties conscientiously and professionally until the very end. No customer should have to endure poor treatment just because they are in a “small town.”.
The rule in business is universal: if an employee doesn't like their job or doesn't want to do what's required of them during their shift, they're perfectly free to leave and find another job. But working unwillingly and punishing customers for it is unacceptable for an international chain.
A question of compromise or standards?
The case raises the dilemma of adaptation. As the user notes Ligia: “People arrive in other countries and want everything to happen as if they were at home. I always strive to adapt here, not the other way around.” But should adaptation mean putting up with poor quality service?
And whose side are you on? Is geographical location an excuse for poor service, or should work ethics be up to par everywhere?
