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PC World Click & Reserve (?) Service
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rchddap1
Posts: 5,926 Forumite
Click and reserve my foot...more like click and get people to hang around for 8 hours expecting them just to forget about it and leave them alone. Obviously don't know about MSE this lot then.
Needed a new DVD Rom drive (as mine broke). Ordered on off the PC World site and booked it for collection at my local store. It had to be collected by end of play Saturday. No problem....go shopping in that general area anyway so could easily pop in and collect it.
Went into the store at 9.30am....we couldn't find one on the shelf so asked someone...'I'll have a look for you sir'. Off he went and when he came back he said that they were sorry but they didn't have one and that it was a 'stock issue'. We weren't happy with that as we had 'reserved' one...so asked someone else. This time the guy went off to check their computer systems and said that they did have some in stock, but that they were stuck in their mess of a warehouse and could we come back in the afternoon. We could get it then no problem.
At this point we expressed our discust at which point we were offered the opportunity to go have a look in the warehouse ourselves! If we'd have known the saga that would follow we would have accepted to see what they would have said next. We agreed to give them some more time and went off wandering (ie, wasting time).
3 hours later we rang them to be told that they hadn't had time to look for it as the store was busy and could we give them some more time. At this point we were now very cheesed off and decided that we weren't going to let it go. In was now the principle of the thing.
Another 2 hours later we went into the store again. Didn't seem very busy to us. Saw 4 store bods chatting in the middle of the store and at least another 2 doing absolutely nothing. There can't have been more than 10 to 20 potential customers in the store and most of them looked more like browsers than buyers. We also noticed that they had CD version of the DVD drive and started to suspect that they'd entered the wrong item on their system.
We went to the customer service desk and saw someone else and asked about our DVD Rom drive telling them our tale. Gave one of the names that we were given earlier to be told "well I'm Paul and I know nothing about this". Got the excuse of a badly disorganised stock system and that they are trying. Was told that they had gone through all the pallets, but now they were looking through the cages. Note at this point people were still standing around and there was only 1 person who was putting stock on the shelves.
Asked about the offer that was made earlier, in that we could search through the warehouse ourselves, only to be told that this would not be allowed and that this should not have been offered. Now extremely cheesed off and determined not to go away empty handed said that we would be back at 5pm (which would be around 7h 30 or 8 hours after we first went into the store).
Once again wandered around until it was time to return. Went back into the store again. This time we looked for the nearest equivalent product and decided to try for that, if they came up with nothing. Took the item to the service desk to check it and then asked about our 'reserved' order.
This time there were 2 people there and one started looking through draws and shelves to find our 'item' (despite the fact this has been done many times before). He then floated off without a word. Looked through the shelves etc....We had no idea if he was working to solve our 'enquiry' or not, but we kept chatting with the other bod just in case. Eventually the other one returned to the customer service desk (probably after having a quick look in the warehoue). He then, again without a word to us, started doing something on the computer. A customer then approached him and he served her, went back to the computer, and then served another customer .... who was he serving here, us or not?
Fortuantely we could see what he was doing on the computer. He was checking out the internet site to check that the item we ordered can be reserved online. Obviously doesn't trust the customer or their own print outs! Next he looked at the Terms & Conditions of the collect service and printed off a page. At this point we knew we had them.
He then came over, didn't say anything to us, picked up our printed confirmation page from the internet, and the product we had brought to the service desk ..... and walked off. Not knowing what to do we followed. He ended up going to the guy who originally told us that it was in stock and that we should come back later .... you know....the one that said we could look in the warehouse if we liked .... looks like he is actually a store manager.
The boss then to the bod "is this the customer?".... at which point he spoke to my OH saying "sorry for keeping you waiting all day"
The bod after talking to the boss walked back to the customer service desk... again without saying anything to us...went behind the desk and started to process the item we had earlier picked up from the shelf. Eventually he said that the collect terms and conditions allow them to offer a similar product if the one we had gone in for isn't available, and that the boss had agreed that we should have the one we found earlier for the same price as the one we went in for.
No apology, no nothing.....just "that's £16.01 please".
Yes we did get a DVD-RW for the price of a DVD-Rom,but still we had to wait 8 hours. We now suspect that they thought we'd go away like good little british customers when we first went into the store. Hah.
We still need the DVD rom....and so have reserved it at another local store....wonder what will happen this time......
Needed a new DVD Rom drive (as mine broke). Ordered on off the PC World site and booked it for collection at my local store. It had to be collected by end of play Saturday. No problem....go shopping in that general area anyway so could easily pop in and collect it.
Went into the store at 9.30am....we couldn't find one on the shelf so asked someone...'I'll have a look for you sir'. Off he went and when he came back he said that they were sorry but they didn't have one and that it was a 'stock issue'. We weren't happy with that as we had 'reserved' one...so asked someone else. This time the guy went off to check their computer systems and said that they did have some in stock, but that they were stuck in their mess of a warehouse and could we come back in the afternoon. We could get it then no problem.
At this point we expressed our discust at which point we were offered the opportunity to go have a look in the warehouse ourselves! If we'd have known the saga that would follow we would have accepted to see what they would have said next. We agreed to give them some more time and went off wandering (ie, wasting time).
3 hours later we rang them to be told that they hadn't had time to look for it as the store was busy and could we give them some more time. At this point we were now very cheesed off and decided that we weren't going to let it go. In was now the principle of the thing.
Another 2 hours later we went into the store again. Didn't seem very busy to us. Saw 4 store bods chatting in the middle of the store and at least another 2 doing absolutely nothing. There can't have been more than 10 to 20 potential customers in the store and most of them looked more like browsers than buyers. We also noticed that they had CD version of the DVD drive and started to suspect that they'd entered the wrong item on their system.
We went to the customer service desk and saw someone else and asked about our DVD Rom drive telling them our tale. Gave one of the names that we were given earlier to be told "well I'm Paul and I know nothing about this". Got the excuse of a badly disorganised stock system and that they are trying. Was told that they had gone through all the pallets, but now they were looking through the cages. Note at this point people were still standing around and there was only 1 person who was putting stock on the shelves.
Asked about the offer that was made earlier, in that we could search through the warehouse ourselves, only to be told that this would not be allowed and that this should not have been offered. Now extremely cheesed off and determined not to go away empty handed said that we would be back at 5pm (which would be around 7h 30 or 8 hours after we first went into the store).
Once again wandered around until it was time to return. Went back into the store again. This time we looked for the nearest equivalent product and decided to try for that, if they came up with nothing. Took the item to the service desk to check it and then asked about our 'reserved' order.
This time there were 2 people there and one started looking through draws and shelves to find our 'item' (despite the fact this has been done many times before). He then floated off without a word. Looked through the shelves etc....We had no idea if he was working to solve our 'enquiry' or not, but we kept chatting with the other bod just in case. Eventually the other one returned to the customer service desk (probably after having a quick look in the warehoue). He then, again without a word to us, started doing something on the computer. A customer then approached him and he served her, went back to the computer, and then served another customer .... who was he serving here, us or not?
Fortuantely we could see what he was doing on the computer. He was checking out the internet site to check that the item we ordered can be reserved online. Obviously doesn't trust the customer or their own print outs! Next he looked at the Terms & Conditions of the collect service and printed off a page. At this point we knew we had them.
He then came over, didn't say anything to us, picked up our printed confirmation page from the internet, and the product we had brought to the service desk ..... and walked off. Not knowing what to do we followed. He ended up going to the guy who originally told us that it was in stock and that we should come back later .... you know....the one that said we could look in the warehouse if we liked .... looks like he is actually a store manager.
The boss then to the bod "is this the customer?".... at which point he spoke to my OH saying "sorry for keeping you waiting all day"
The bod after talking to the boss walked back to the customer service desk... again without saying anything to us...went behind the desk and started to process the item we had earlier picked up from the shelf. Eventually he said that the collect terms and conditions allow them to offer a similar product if the one we had gone in for isn't available, and that the boss had agreed that we should have the one we found earlier for the same price as the one we went in for.
No apology, no nothing.....just "that's £16.01 please".
Yes we did get a DVD-RW for the price of a DVD-Rom,but still we had to wait 8 hours. We now suspect that they thought we'd go away like good little british customers when we first went into the store. Hah.
We still need the DVD rom....and so have reserved it at another local store....wonder what will happen this time......
Baby Year 1: Oh dear...on the move
Lily contracted Strep B Meningitis Dec 2006 :eek: Now seemingly a normal little monster. :beer:
Love to my two angels that I will never forget.
Lily contracted Strep B Meningitis Dec 2006 :eek: Now seemingly a normal little monster. :beer:
Love to my two angels that I will never forget.
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