Comet Click and Collect service not very good

savemoney

Ordered a tv from them on Wednesday late afternoon. Latest I was allowed to pick it up was Thursday.

Went in around 4pm Thursday, gave the assistant the reservation number, paid cash

They asked a staff member to go and pick it up. Only I was told now they dont have any new only two on display. Never got asked whether I wanted them or not, although I wouldn't have accepted that even if it was reduced as its a gift for my daughter

Now I been told I have to go late Monday to pick it up, a special trip in to town. Now I didnt kick a fuss as it wasn't the staffs fault, but I do think the system is wrong if it takes your order and suppose to allocate you a new item to pick it up after 30 minutes



Fast, free & convenient
With Click and Collect you can order an item online, and we'll have it ready for you to collect at a store of your choice an 30 minutes later.
We'll reserve it for you until the end of the following day and you only pay when you come to collect it. When you do, we'll also answer any questions you may have to ensure that you get the most from your new purchase.
And you're assured of our lowest price


Dear xxxxxxxxxxx xxxxxxxxxxxxx

Thank you for choosing to click and collect with Comet. We are happy to confirm that your reservation is being held for you at our xxxxxxxxx store.
Your Order
xxxxx LG xxxxxxx (1)
Please bring this reservation number with you when you collect and pay for your product.
Your reservation will be ready for collection after 30 minutes of receiving this e-mail and will be reserved in-store up until closing time Thursday 11 December 2008.
On arriving at the store please go to the Click and Collect Collection Point located in the cash desk area where we will be pleased to process your order.

Sooler

the store may have sold it to a store customer whilst you had it reserved

PopeSock

Sooler wrote: »

the store may have sold it to a store customer whilst you had it reserved

A store that I used to work at had a similar system. The problem was that no-one was assigned to deal with the collections and take the stock off the shelf. People would do it when they could, but more often than not they'd end up being taken off the job and told to deal with customers in store instead. It was entirely possible for stock to be sold off before it could be put aside for a customer.

Jakg

PopeSock wrote: »

A store that I used to work at had a similar system. The problem was that no-one was assigned to deal with the collections and take the stock off the shelf. People would do it when they could, but more often than not they'd end up being taken off the job and told to deal with customers in store instead. It was entirely possible for stock to be sold off before it could be put aside for a customer.

This happens at PC World all the time - If you use Collect@Store only cheap stuff is actually reserved (i.e. a laptop, PC, TV or Console isn't) and they are usually only done once a day at about 9 or 10 on weekends - so if you C@S an item after that time theres a high chance it'll be luck whether its there for you or not.

savemoney

If it was sold to another customer prior to it being sold to me, then surely there stock system aren't done in real time. I dont think it was sold just before I went in although I cant be 100% certain, but the store was quiet, only a few customers there and no one as the tills when I walked in

They ask for contact details, why didnt they contact me if none in stock, they had almost 24 hours to do so.

The most annoying thing besides having to make a special trip is they got my money too

Thanks for your comments

Sooler

It wasn’t sold to you as you had not yet paid for it.

It was reserved for you, you have confirmation of that.

Before you could collect it the store probably chose to sell it to a store customer – to get the sell, tough luck to you.

I’d have insisted they supply the reserved item – if it’s reserved for you – it’s yours, until the stated time. They could have supplied a better model at the same price – their problem.

If an item had been reserved it should have shown up when they sold it to another person.


Complain to head office – the store sold it knowing it was reserved.

savemoney

Well rang Comet head office to confirm whether they had any stock in. Having explained what happened I was told that they normally only keep one display model but for some reason they had two hence why they had this problem. They conformed tat they had just got 5 news tv's in stock.

Went in to pick it up got to car, discovered that the flap on the box of the tv wasn't fastened so I knew it had been opened.

Got home as I really dont want to make a issue of this, but wanted to check it was okay and working

The polystyrene packaging was broken inside, and found the remote was not there

Had to go back to shop. Explained to the guy who I saw last week and he got another one and opened it in front of me, not only remote was missing from the previous box, but some plastic thing (couldn't tell what it was), remote, main lead and another lead (think it was phono, but not 100% certrain as it was in a plastic bag and you couldnt see what was inside)

The nguy who sold it was fine with me so didnt make any issue. He said he has had boxes that were menat to have tvs in missing too, lol