I have asked them many times and at last they have done it, Screwfix are
opening a Leeds trade counter this weekend, although I don't think they have
done it especially for me! It is about a mile from the B&Q depot so it may
affect their business. It certainly will alter my spending habits. I only
used to order from Screwfix when my list totalled over £40 to get free
What you do now is:
- produce the big list of all those things you want
- go to the outlet and complete an order sheet of catalogue
- go to the cash desk and pay - get your order number
- go and get a free cup of coffee out of the machine - have a glance
round and think this is quite good - working well.
- wait until your order number is called (about 5 mins)
- think again - this is really good.
- go to counter to pick up order.
- be told by staff member that 8 of the ten items you have bought are
out of stock - can you hand over your credit card so a refund can be
- leave thinking .....................wtf ..........................
Seconded... I had my world record bad experience last week.
11 things on the list. 9 out of stock during the 'order booking' part
of the process. A process which took approximately 30 minutes due to
everyone else in front of me needing to study the catalogue whilst
placing their order - presumably because everything was out of stock.
Anyway, the two items they did have in stock were both still useful to
me so I handed over my card and paid for them.
Yep - neither of the two items were actually in stock. A resounding 11
nil score and 45 minutes of my day gone excluding travel time. Credit
Indeed! It wouldn't be half as bad if you could place the order via
the website, check stock (yes, that's flawed but...), and pay for it.
This would surely be trivial to implement in the big scheme of
I won't be going back until they do this.
This is a criterion for doing business with a store. If they can't
manage to do these simple things in order not to waste their customers'
time then it indicates that their service ethic isn't what it should
be. Then it's a decision between pushing them to look, taking a risk
and shopping elsewhere.
I had an instance of this with M&S concerning purchase of a shirt. I
called the store (which is about 25mins drive) and asked them to check
style and size. They did a physical check and reported that they had
the item. I arrived and they hadn't got the item - a misread digit
in the SKU code. I didn't have anything else that was needed so
didn't buy anything else. However, they gave me £10 in cash. This
didn't cover my costs but does mean that I will shop there again
because they made an effort.
B&Q have done similar in the case of faulty goods, but I had to prompt
them on it. Unless one asks for better service, one sometimes
doesn't get it.
When a new store opens there will be additional delays as nearly every
customer will go through the sign up process. I also noted that every
person in the queue I joined, either was new or did not have their
customer number so additional time was spent by staff looking their
There was certainly no feeling of urgency and long waits in queue's is
a definite deterrant.
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