Collete C

Unacceptable Shopping Experience at Visfabriek Access Park

I am writing to complain about my experience at Visfabriek, Access Park Kenilworth, on 20 May 2026 at 12h25. The store was overcrowded and difficult to move through, which raised immediate safety concerns and created an unnecessarily stressful shopping experience. Many items were not clearly priced, and the prices that were visible appeared unreasonably high. The store also had no baskets or trolleys suitable for carrying several items, despite expecting customers to shop that way. At lunchtime, only one cashier was available. When I lifted my heavy basket onto the counter, a packet of pasta fell and split. I was then told that I had to pay for it. I refused, as the damage would likely not have happened if the store had provided proper shopping support. This reflects poor planning, poor customer service, and a lack of consideration for customers, particularly elderly shoppers. I expect this matter to be taken seriously and addressed.