Written on: 17/12/2010
Ordered shoes in store and was lucky to receive help eventually from a pleasant 'Saturday' girl. The shoes in store were slightly faulty so we ordered some to be delivered.
We were repeatedly told they would take just 2-5 days to be delivered. However it is now 5 working days since my order and no sign of the boots. The parcel force online tracking shows my boots have spent the last 5 days sitting in a distribution centre somewhere but are not moving at all. They are probably lost, as the system says the target delivery date was 3 days ago!!
Called Customer (no)Services and the guy wasn't interested. He kept pretending to discuss the issue with his supervisor but was only gone for 2-3 seconds at a time, not even long enough to put the phone down let alone have a chat with his supervisor and the delivery company.
He also claimed it was down to the bad weather, yet the weather is fine here, and at the reading distribution centre where my order is currently sitting(according to tracking).
I explained i needed them asap but was again fobbed off with a non existent 'Ive just spoken to the delivery company' tale. He didnt even know the delivery company's name!!!
When asked for guarantees that I would get them before Tuesday (2 working days away) he claimed they were making deliveries over the weekend. A total lie as Parcel Force dont deliver at weekends on the indicated delivery service.
Furthermore, when asked for his name he refused to give me his Surname, claiming to be the only 'Colin' in the office. If that is the case why not give his surname anyway???
I also asked for his direct phone number, he nervously stuttered and fell over his words claiming not to have a direct number. What a surprise!!!!
His attitude was arrogant and ignorant, and very disinterested. Not once did he apologise or give any sort of sympathy to the situation. All the time his colleagues could be heard in the background yawning, and chatting, and generally having a very unprofessional attitude to their role(s).
This is not the first time I have had to communicate with Schuh in such a manner. Last time I had a problem, I was actually told by the Customer Service person for their online/ebay shop. That my problem was "Tough luck"!!!!
Really fly-by-night attitude to customer service!!!
The Schuh 2-5 day delivery guarantee has no consequence and means nothing.