Smyths toy store

Granny2020

I've been a smyths customer for years, without any problems, however this week has been shocking. I'll never shop with them again, not only because of the product but inspire and customer service experience. 

1. Order was left outside in the cold/damp in a cardboard box, i was in but it was delivered early, no knock but delivery company said I signed for it, anyone could of walked of with it. 

2. An item sold by Livungston store, box was damaged, had been opened and itens out of bags, should never of been packed. 

3. Customer Service didn't care, wanted me to keep it and give me a wee partial refund, I declined and she was going to try to do a store transfer as item not available for home delivery. 

4 I panicked and paid for another one through click and collect, the person who collected this item from Clydebank store was given the wrong item.

5. Again customer service contacted and no urgency to help or confirm with store that they had the item I needed and it could be swapped.

6 item I purchased was more expensive than the item handed over by staff, they obviously didn't check item description, order number, code or price of product.

7. On writing this my problem still has not been resolved, how long does it take customer service to contact the store and get back to me? 

8. Am I going to be disappointed and not get the product?

9. Will I be refunded for the damaged one or be left out of pocket? 

10. Deliberately ordered before black Friday to ensure I got the items I needed.

flossymcfly

Granny2020 said:

I've been a smyths customer for years, without any problems, however this week has been shocking. I'll never shop with them again, not only because of the product but inspire and customer service experience. 

1. Order was left outside in the cold/damp in a cardboard box, i was in but it was delivered early, no knock but delivery company said I signed for it, anyone could of walked of with it. How long before you discovered the delivery?

2. An item sold by Livungston store, box was damaged, had been opened and itens out of bags, should never of been packed. Can you return to store? Is this the same item that was delivered to your house and left outside?

3. Customer Service didn't care, wanted me to keep it and give me a wee partial refund, I declined and she was going to try to do a store transfer as item not available for home delivery. Okay, seems fair. Can't fully comment as I don't know what the item was or what was missing.

4 I panicked and paid for another one through click and collect, the person who collected this item from Clydebank store was given the wrong item. Not their fault that you panicked and reordered. Did you not tell the person what they were going to collect so they could check they had the right item?

5. Again customer service contacted and no urgency to help or confirm with store that they had the item I needed and it could be swapped. They will obviously have to investigate what happened. When you say no urgency, what timescale were you given?

6 item I purchased was more expensive than the item handed over by staff, they obviously didn't check item description, order number, code or price of product. Mistakes happen, it's a busy time of year and staff are only human, did you not check the item that was handed over?

7. On writing this my problem still has not been resolved, how long does it take customer service to contact the store and get back to me? This would be a question for Smyths, nobody can answer this. Same goes for your next few questions.

8. Am I going to be disappointed and not get the product?

9. Will I be refunded for the damaged one or be left out of pocket? 

10. Deliberately ordered before black Friday to ensure I got the items I needed.

I would advise to contact your local store and speak to the manager. When I have had issues in the past they have always been resolved with the store manager. I bought a Barbie kitchen for my daughter and the play food was missing. Took back to store and the manager was very apologetic and advised that sometimes customers do take additional items out of boxes without paying. Unfortunately these things do happen and store staff cannot check every item in a box before you purchase.