Morrisons Supermarket in UK refused to sell alcohol to a 72 year old man because he could not confirm that he is over 21. Tony Ralls wanted to purchase two bottles of Cabernet Sauvignon wine.
Morrisons Supermarket has a policy like other alcohol selling establishments, in which it makes mandatory for the store clerks to ask for an ID. So, when Tony Ralls was doing his usual shopping at Morrisons, in West Kirby, Wirral, UK, the check out staff demanded Tony Ralls
prove his age in order to buy two bottles of Cabernet Sauvignon.
Mr. Ralls is 72 years old and is a retired insurance firm regional manager. He is also a grandfather for three grandchildren.
Mr. Ralls was not happy about this check out staff request and refused to show his ID thought it was a stupid question and asked to see the manager instead. Since being a manager himself once, he thought he will get a better service from the store manager, but the manager responded the same way. The manager also asked for the proof of age and since Mr. Ralls refused it again, the manager put the bottles back in the shelf.
Mr. Ralls left the supermarket embarrassed and vowed to talk to the headquarters office and file a complaint.
Mr. Ralls said in the article:
It is bureaucracy gone mad. If the check-out lady, who was about 40, had asked me with a twinkle in her eye perhaps I would not have been so tetchy.
"But she asked me the question with a perfectly straight face and I said I wouldn't dignify the question with an answer.”
If the manager had explained to him nicely, Mr. Ralls would have felt fine, but the manager compounded the problem by acting in a tough manner. He understands their need in asking for an ID to cut underage drinking but they should also see that he is well past 21.
The Morrisons Supermarket responded to Mr. Ralls’ complaint and said in the article:
We take our responsibility with regard to selling alcohol very seriously and all our stores operate the Task 21 scheme, which addresses the difficulties our staff face in being able to determine if a customer is legally old enough to buy alcohol. To further limit any element of doubt staff at the West Kirby store are required to ask anyone buying alcohol to confirm that they are over 21.”
If this had been a small store of years past, it wouldn’t have been a big issue. Most of the check out staff are long term employees; they would have recognized regular customers like Mr. Ralls instantly and try to offer the best service. But now it is different, it has become a robotic type automated atmosphere in supermarkets. There are no interactions between the customers and store, just routine kind. Customer service is the last thing they worry about.
Do you agree to this requesting proof of age for everyone in alcohol selling establishments?
