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“In store service is very poor”

written by dani_cali on 14/08/2013

I realise that staff are on zero hours contracts, but crikey, the service is appalling every time I go in, with a few exceptions only. Staff just aren't bothered to help you, they look annoyed if you ask, there is always a long queue because they never have enough staff on tills, g*d help you if you need them to get anything such as shoes for you, if you are lucky enough to find someone within 30 minutes...

Also, recently I purchased a new football shirt for my son. He wanted customised letters and number on the back. I explained to the staffer what he wanted, clearly so, and paid the £12. They took my number in case of any questions, and told me to collect it next day at 2pm.

I received no phone call, so assumed all was fine. I went to the shop at 2:30 to collect the shirt. Was told it had not been done. They then explained that I had failed (My fault) - to provide them with the 'right' information so they weren't sure what to do. Then they tried to tell me that the person who put the letters on was due to go home so I'd have to come back another time. Did you get that? It was MY FAULT!!!

I reminded him that they took my phone number and should have phoned me if they had any questions. He had no answer to this. I told him I needed the lettering done, didn't think it was fair to have to come back.

He said to me 'well then they're going to have to stay late,' as if that was the cruellest thing in the world. Told to come back in an hour.

We came back. Shirt had the name on it, but not the number!! I asked why not the number. Same staffer said that because I (my fault again) had wanted the name curved, they couldn't fit the number so left it off.

Of course my son wanted a number as well.

We ended up having paid £40 for the shirt, then £12 for the lettering which was not done correctly.

It was only after I demanded to see the manager did they agree to drop the charge for the letters. Stupid thing was I hadn't asked for a full refund for the lettering, only a partial one, but they just weren't listening and gave me the full £12 back.

All of this took over an hour to resolve.

WHO NEEDS THIS??? What happened to the customer is king, and always right??