Report Abuse

“'Click and collect', more like 'click and wait an...”

written by clarkey2701 on 04/12/2013

My wife asked me to meet her at Debenhams Leicester at the click and collect point during our 1 hour lunch break (I'm already dreading this). By the time I met my wife, she had already been waiting for 10 minutes for a member of staff to find her parcel (A small scarf) which is far too long for a click and collect service.

After waiting 25 minutes we were losing a lot of patience. There was no communication from staff to say why there was a delay or to give simple apology. The parcel had actually arrived yesterday

At about 30 minutes in, i tired to locate a manager via another member of staff, but that staff member had soon disappeared and no manager around.

45 minutes had passed, time to go back to work, with no lunch. Was there an apology for the wait and inconvenience, NO! Was there a parcel? NO! Am i hungry? YES! Did I complain to the staff? YES

We were absolutely livid that we had to wait for 45 minutes during our lunch break. I confronted the member of staff an she snapped and angrily replied that the parcel had been misplaced, and that this was a very busy period for them. I understand that Christmas can be a busy period, but that is no excuse for poor customer service and they should have had some kind plan in place for a sudden influx of online orders. What’s the point of a click and collect service if going in-store, waiting in long queues and paying at the cash register would have been quicker!

She then took our telephone number and said she would give us call once the item had been found. I wish she did that 15 minutes into looking for the parcel, instead of giving us hope every time we would see someone else's parcel arrive.

As we were leaving i seen the member of staff who i asked to locate the manager. Coincidentally , the manager was right next to her and the manager was on the tills! Unfortunately we did not have time to express our thoughts and feeling to her as we did not have time.


This wasn't the first time I had to wait. Not knowingly my wife and I both made separate orders close to together during the 30% off sale. I was at the click and collect point last week at the Leicester store and I had to wait 30 minutes!

Debenhams Leicester - sort out your ‘click and collect’ and take a leaf out of John Lewis's book for customer service!