Written on: 19/05/2013
We went to the JD SPORTS OXFORD STREET store to buy track pants today.
The women's section was at the lower ground floor, we selected 2 track pants and wanted to try them before buying them. Asked a member of staff (Was a supervisor or a Manager and not a floor staff) about Trail Rooms and he said they were on the ground floor. He did not even mention the 2 trail rooms on the same floor which we could have used and which he had locked and kept the keys with himself. We asked him if we could use these trial rooms and he said they were busy and we would have to wait. We checked and found out that one of the rooms had the store's new clothes on hangers hung on the door handle and the other one was locked. I ignored his lie and walked to the ground floor to try the track pants. Now we could not see the trial room on the ground floor and asked a young lady (Member of the floor staff working at the shoes section) about trial rooms on the ground floor and she says " how am I supposed to know about trial rooms I work at the shoes section". The least she could have done was to find out where a trial room was in her place of work and provide us with some very basic level of customer service. But no she was not interested and said you could go and look for one.
Eventually we were so put off with this bad customer service that we decided to just walk out and go to some other store and shop. Before leaving I went to the Lower Basement and returned the selected track pants back to the same staff (Manager or Supervisor not a floor staff) and told him we were not interested and were leaving. He then opened the trial room which was locked and offered us to use it. I refused any further service and walked away to leave and could hear him passing comments in the background which I again ignored. Lastly I thought I must speak to the store manager before leaving and inform him of the bad experience we have had. He was apologetic but there was little that he could do now than to apologise. I hope that the management does something about improving the Attitude (Willingness to serve), Product Knowledge and Customer contact skills of their staff. I really hope that their staff understand that their primary job is that of customer service which unfortunately was nonexistent. I will never return to JD SPORTS again.