Sutton railway station

Sad to say but most of my experiences here are not good ones. Sadly during times I've needed help the staff that have assisted me have been very rude, not all staff are bad it's just ones I've had to speak to. The boards are often broken and for a while it wouldn't show certain trains even though they were still running, which was confusing. Also there is little to no effort to let commuters know of closures in advance, so no posters or announcements during the week letting commuters know that station will be closed at the weekend. Also staff encouraged me tap my oyster so I got charged when there were no trains and it was rail replacement service.

Sutton is currently undergoing some improvement works to the station with the roof, however from the photos I got today and everything, it seemed like a well-organised and lovely station. Some parts seemed a bit out-dated and run down but I do suppose this will be changed from the improvement works.

It has many services including services to Epsom and Dorking on southern and a terminating stopping services that go all the way to London Bridge and London Victoria.

Thameslink also run on the Sutton loop here and the train goes all the way to St Albans City.

There are plenty of benches and even a starbucks located inside the station! it is also Step Free, I think if it was more clean and the platform 4 wasn't so narrow in certain areas it would have been a 5 star. However, once the refurbishment has taken place it may be 5 star.

They need to really work on customer service. I had a reference number for my ticket that my company bought for me. Wasn’t sure if it can be collected through the self service machine as the letter from my office said to go to the counter directly. So I went to the counter and gave my reference number for my ticket but the sales lady said there is something wrong with my reference number and told me to buy a new ticket and I can then ask for refund from the company! I was surprised that the reference number was wrong. I insisted her to try again on her system. She thought it was silly for me to ask her that and denied to do that and was abrupt and rude about that. I was so stuck as ticket was really expensive and wasn’t sure if my company will pay twice for the ticket. But I thought to try through the machine and guess what the reference number worked! She really really needs some solid training in how to deal with customers.

I want to say how wonderful the staff are on the desk when it comes to helping the public. Every time even at the end of a day they take the time to help get me the best price for my many and some time a little complicated journeys. I am a senior citizen so going to the station ticket office gives me peace of mind. I hope it is always there for us.

The station lift is out of order. The notice says to ask for help. Do not bother. The staff take their time to explain why they can’t help. They even told me to ask the public to health. The tickets office said the staff cannot help with such things. No one to take a formal complaint. They just need to put a honest note to say “ lift is out of order. There will be no help offered. Make your own arrangements to find another way to get out if you are disabled or have a child”. They should also put this on train announcements. Disgraceful and disrespectful staff. Threatened me that all is recorded. I hope it is recorded as this is not how staff in a train station should be ha when asked for help.

I went to Sutton Station yesterday, to buy tickets for travelling today. The gentleman really seemed to be struggling with my request. I had to repeat myself several times. I eventually got my tickets and left. This morning when I checked my tickets(should of done it yesterday I know) I had the right outbound tickets but my returns were completely wrong. So this morning I went back to the ticket office, and yes the same man was there. He again struggled to understand what I meant about my return tickets. After much ado he passed me over to his colleague. She was a really lovely helpful lady. Her name was Judy I really felt for her as a big queue had built up behind me. The gentleman was just standing there looking at the other passengers. I really think this man could do with some sort of re training as he really didn’t know what he was doing !

Have to echo what others are saying here. For the best part, the staff are rude, arrogant, belligerent etc, take your pick. One in particular has an overtly aggressive and argumentative demeanor. I certainly don't agree with some of the behaviour I've seen from passengers throughout the years I've been using it, but the staff don't help themselves in the way they handle situations, and most of it could be avoided with some deplomancy. They desperately need to have customer service training.

Was also once told by a (long serving staff member) that there had never been a 06.10 Thameslink service out of West Sutton into Sutton. Must have been a ghost train I'd been using for the four previous years then I guess. And as for the actual train services, I mean seriously, how long have you got!

I had the most amazing kind support from staff member Noor Muhammed at the station who saw me travelling with a suitcase and walking stick and pre-empted my needs better than I could! He explained all the trains and kept an eye on me to lift my luggage onto the train for me and said he would call ahead to ensure the next train staff helped me. I could cry just from the compassion shown, this is not about it being a job but about caring about people! This man has incredible empathy and consideration and the station is lucky to have such amazing staff!