If I could leave 0 stars I would...bought a microwave online which stopped working within warranty. Called up customer services and was told that they would exchange if we took into store - despite this being a bulky and heavy item (nearly 20kg) they refused to arrange collection.
Took into the Sydenham store - despite clearly struggling with a very heavy microwave no one offered any assistance. I managed to get to the customer service desk which had no queue when I arrived but also no staff. When staff did eventually arrive I was ignored as the assistants served other customers who arrived after me. Eventually served after nearly half an hour and after kicking up a fuss.
The lady who served me was pleasant but not very well trained and as a result did not really know how to deal wth the issue. Was eventually told that I could exchange for another item in store. I found another microwave of the same value, again huge box and no one offered to assist with carrying (there were no trolleys). Was told I couldn't simply exchange at the main till but had to go back to the customer service desk - where predictably there was now a long queue. I asked if I could go straight to the front as I had already been waiting - was told this was not possible as there were no staff available. Lots of staff waiting around doing nothing, including the manager who was having a chat with another member of staff. I eventually complained to him and he simply shrugged and said 'as you can see we're very busy', no apology or offer to fix the problem. Was eventually served by someone but the exchange process was very laborious.
Left the store and yet again no one offered to give any assistance with carrying the microwave out of the shop to the car. Was there for nearly an hour. Total lack of competence from all staff involved. read more
