Kontinental Supermarket complaints and reviews

On September 25 at around 17:15 we visited the Kontinental supermarket on Nizami Street for the first time as a family to look at the assortment. During the visit my 3-year-old daughter, completely accidentally, not noticing a bottle on the lower shelf of the display, touched it and the bottle broke. It was a bottle of Acqua Panna 0.25 L water. I want to emphasize again: the child did this completely accidentally and not on purpose. An employee came up to us, I immediately explained the situation and apologized. After that we continued shopping and approached the checkout. However, when paying for the purchases the first thing they scanned for us was that broken bottle costing 3.40 manat, informing us that it had to be paid for. I explained to the cashier that the bottle had been accidentally broken by a small child. In response I was told: "We cannot write it off" — without any further explanation. This is absolutely not about 3.40 manat — I do not begrudge that money. The issue is the attitude toward the customer and how such situations are explained to shoppers. If the store indeed has a rule according to which a customer is obliged to pay for an item accidentally broken by a child, I would like the employee to properly explain this rule, and not simply present the customer with a fait accompli at the checkout. Also, as far as I know, in many countries such accidental incidents are handled on a case-by-case basis, and when the accident is obvious the item is often written off by the store. Therefore I would like to understand what policy operates at Kontinental. I ask management to pay attention to this case and provide an explanation of the situation. The visit time was approximately 17:15 on September 25, so if necessary the situation can be checked using CCTV recordings. We came to your supermarket for the first time as a family, and unfortunately this situation left an unpleasant first impression. I hope to receive an explanation from management.

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