I telephoned LOOT newspaper to place an ad to advertise a room in the houseshare section. I was greeted by a friendly member of Loots staff who encouraged me to place an ad for the entire week for 20 (not a great amount!) I asked when my ad would appear and was explicitly told that it would appear in Sundays edition and continue for the entire week. This suited me as I was going away from Thursday 4 December and was not returning home until Sunday enabling me to pick up calls from anyone interested.

I purchased Thursdays edition of Loot on the 11 December and was very surprised that my ad was not still listed. I telephoned Loot straight away who put me through to their Customer Care team.

I spoke to a man and explained to him nicely what had happened to me. Immediately and without provocation I found him to be (without reason) rude and very dismissive. With a raised voice and condescending tone he told me that a member of staff never told me when my ad would appear, as it was Loot's policy not to do this. He went on and told me that my ad had appeared earlier in the week starting from Thursday. I tried to explain to him that I was definitely told it would appear and begin on Sunday, and if I had been told otherwise I would not have placed my ad.
Whenever I tried to speak I was spoken-over and not given much of a chance to say anything, and to be honest, I became equally iritated as the person in the Customer Care team was acting the exact opposite of what you would expect someone in this position to.

I told him that his behaviour was unacceptable and that I wanted to speak to somebody else who was in charge.

He refused to pass me on to anyone and dismissively told me that this was the Customer Care department and he had the last say. I asked him for the address of Loot so that I could complain. He reluctantly and rudely provided this to me - telling me how to spell Harrow and Wembley as if I was some child.

I must point out that I am not someone who complains, in fact this is the first time I have ever done so. I have dealt with Loot in the past and have found their staff to be friendly. Loot is a paper that I have used many times as does all my family.

However, I was shocked at how rudely I was spoken to by a member of their 'Customer Care' team. Had I been told from the start that my ad would appear earlier in the week I would never have placed it for reasons I have already explained. In any case, this has to be the worst customer care I have ever experienced.

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