Anthony Young Really poor customer service experience with one of the staff members at this store. Fortunately, another staff member, an older lady, was empathetic and apologetic, which slightly redeemed the experience for me. However, I believe there are some important areas for improvement:
1. Waiting 20 minutes for a click and collect order is unacceptable, especially when the store wasn’t overly busy. With presumably three staff members on duty, at least one should be available to handle quick tasks like click and collect to ensure smooth service.
2. The younger staff member I dealt with did not greet me or acknowledge my presence, even after I had been waiting for 15–20 minutes. In contrast, the older staff member made an effort to greet customers, even while assisting someone else, which was appreciated. A simple acknowledgment goes a long way.
3. For the younger staff member to respond with a comment like “we have a lot of customers here” after I expressed my frustration was both dismissive and disappointing. During the entire time I was in the store, she was focused on assisting a single customer with a watch repair—even though the customer clearly stated they were happy to pick it up the next day. Instead of acknowledging or prioritising myself and other waiting customers, she chose to complete the repair immediately and even walked into the back room to finish it. This approach showed poor judgement, particularly during a busy time of year when waiting customers should take precedence over non-urgent tasks like repairs which could be done during quieter times.
While I understand this is a busy time of year and can be stressful, it is essential for staff to manage their time effectively and treat all customers with respect and courtesy. To be clear, I am not condoning any mistreatment of staff by customers, but constructive feedback is important for improvement.
Thank you again to the older staff member for her kindness and professionalism. I hope the younger staff member can learn from her example.
2 /5
