Carphone Warehouse - is a store or a creche!

mum2one

As the title says is it a store or a creche.

The service I recieved was absolutely unbelievable, and that was when I got some service. I am so sorry carphone warehouse staff that i had to inpterupt your game on the big screen with what ever toy you were playing with well dressed up like over grown kids on football outfits and England wigs.

I got into the shop 10 minutes I was browsing the phones no offer of help, assistance nowt, (I'm disabled on crutches), I had a mobility scooter, but parked that in the shop entrance, and used crutches for the shop, I was the only customer.

i even had to go back on sit on the mobility scooter whilst I was waiting, (would have walked away, but sods law i was waiting for someone to meet me there, as they'd nipped to the bank for me).

I then proceeded to look again at the phones, had to ask one of the staff (very politely) could i squeeze through to look at the phone.

I recived a comment related to my weight and squeezing through the gap, and the staff member had the cheek to moan that I'd interputed his game.

There was 3 or 4 staff members there, there was 2 playing the game in the public area, and one not sure if there was 2 behind the counter, couldn't see properly.

When they finally realised i was trying to look at the phone, I had to do all the promting re what i wanted from a phone.

I said that I was flexible with the phone, but really wanted a qwerty keyboard, can't get use to the old style. To wish the one member of staff, commented about that I was being fussy!!

I asked about 2 phones and the differnce in prices from upgrade to buying normally, as the upgrade price was "from", I asked was it dependant on network, he had no idea, I asked could he check, he said only if I purchase the phone.

i was not looking at £20 phones, i was looking at Blackberry as one of my options.

i had gone into the shop with the intention of asking questions then finding the best phone and purchasing.

i really felt disguisted in that shop, their customer care was disguisting, their atttitude was couldn't care less, you only want pay + go, so i'm guessing there would be less commission.

As for the behaviour when playing around in store it was like a creche of grown men............

So sorry carphone warehouse you have lost my custom, and trust me there be a strongly worked letter going to head office.

no-oneknowsme

Wow...doesnt sound like you had a very good experience in Carphone Warehouse.

With service like that I dont think I would be best pleased either.

HOWEVER my local branch is the total opposite!

Staff there cannot do enough to help. As soon as you walk through the door you are immediately asked if you need any help. If you do need help the sales assistant asks you what kind of phone you have in mind and then spends as long as you want showing you phones and going into detail about the features each phone has.

I am a regular customer of Carephone Warehouse as EVERY christmas I purchase 3 of the most up to date phones for my 3 kids. I think the staff know me now lol.

On a few occasions when I have had problems with phones I have taken them back to the store and seriously cannot fault their customer services. Infact (I think 2 or 3 occasions) I have taken a phone back if it is broken to have it sent away to their service centre to be repaired and it has infact been replaced with a brand new phone!!!

Phones4U need to take lessons in customer/after sales care but Carephone Warehouse to me just cant be beaten!

Thankfully my local store is nothing like yours OP.

mum2one

We've got 2 carphone warehouses in the town, 1 town centre location (disaster shop), and one on a retail park on the outskirts, that is brilliant.

I would love to see their mystery shop reports!! x

Azari

no-oneknowsme wrote: »

I am a regular customer of Carephone Warehouse as EVERY christmas I purchase 3 of the most up to date phones for my 3 kids.

Good grief!

paddyrg

The store manager, or area manager would go bonkers if they found that a customer had been ignored whilst they were playing games on his time. Keeping stores open and staffed costs £100+/hr, so needs to be taking that in profit to stand still.

Maybe send a letter to head office, who will go suitably nuts for you and there will be some severe words passed down through the area manager for sure. And if he thinks his bonus is at risk...ooooooohhhh!

pmduk

I've found customer sevice in CPW branches varies considerably. When I've find a helpful branch or assistant I always return there

George_Michael

Azari wrote: »

Good grief!

Your point being?

If someone wants to spend their money on phones for their children, that's their choice.

Azari

George_Michael wrote: »

If someone wants to spend their money on phones for their children, that's their choice.

Similarly if they want to feed them mcdonalds three times a day and dress them up like glamour models from age three and enter them for every contest in the country.

What exactly is your point?

BlueAngelCV

The couple of times I've been there this year I've received excellent service.

Krojan

As a former employee (about 5ish years ago), I can tell you that each branch used to be "mystery shopped" on a monthly basis, any branches that didn't perform to the expected standards were monitored, managers and their staff punished severely if they didn't make the grade.

However at the same time, every few weeks CPW would internally communicate a list of phones, that when associated with certain networks, would generate the consultant more commission etc... even bonuses such as prizes for xxx sales of a certain network and/or brand of phone were often run, and the prizes ranged from dvd's to rather expensive luxery goods such as tv's etc.
Unfortunatly during the 5+ years I was there, PAYG phones were never on the list and were seen as the "b'tard child" of CPW employees, they netted you £1. commission per sale, no matter the phone, and chances were you wouldnt get an accessory, insurance or landline product (all worth decent commission to you too, CPW's basic pay is appallingly bad) in that sale either so the general mood was if the customer wants PAYG just leave them to it and concentrate on the contact customers, simply because they get you more money in your paycheck.

mum2one

Krojan wrote: »

As a former employee (about 5ish years ago), I can tell you that each branch used to be "mystery shopped" on a monthly basis, any branches that didn't perform to the expected standards were monitored, managers and their staff punished severely if they didn't make the grade.

However at the same time, every few weeks CPW would internally communicate a list of phones, that when associated with certain networks, would generate the consultant more commission etc... even bonuses such as prizes for xxx sales of a certain network and/or brand of phone were often run, and the prizes ranged from dvd's to rather expensive luxery goods such as tv's etc.
Unfortunatly during the 5+ years I was there, PAYG phones were never on the list and were seen as the "b'tard child" of CPW employees, they netted you £1. commission per sale, no matter the phone, and chances were you wouldnt get an accessory, insurance or landline product (all worth decent commission to you too, CPW's basic pay is appallingly bad) in that sale either so the general mood was if the customer wants PAYG just leave them to it and concentrate on the contact customers, simply because they get you more money in your paycheck.

Sounds like a nightmare, I use to mystery shop,but had 5o stop 3 yrs due to an accident, dont that branch about 4 times, it was a 50/50 as to how the result came out.
That explains why some of the questions were worded so!! x